Job summary
We're looking for a motivated and enthusiastic individual to join our welcoming and professional Medical Illustration team at NNUH. This is a varied and rewarding role, where you'll be the first point of contact for patients, visitors, and staff--so great communication skills and a friendly, approachable manner are key.
You'll provide high-quality reception and admin support to a skilled team of clinical photographers and graphic designers, playing a vital part in helping the department run smoothly. The role suits someone who enjoys working with people, can multitask with ease, and thrives in a busy environment where no two days are the same.
Main duties of the job
You'll play a central role in the smooth day-to-day running of our service.
What you'll do:
- Handle telephone and face-to-face appointment bookings from clinics and patients
- Manage and prioritise multiple appointment systems, ensuring accurate scheduling
- Understand clinical photography requests to allocate the correct appointment time
- Speak with patients about their consent for clinical photography, ensuring clarity and sensitivity
- Respond to Subject Access Requests in line with the General Data Protection Act 2018
- Monitor the department inbox and respond or escalate requests appropriately
- Log, track and book jobs using an Excel-based Job Management System
- Act as a key point of contact for enquiries from patients, staff, and external parties
- Keep clear records of telephone requests, prioritising them and passing on messages as needed
- Manage appointment cancellations and rescheduling, making informed decisions about urgency
What we're looking for:
- Excellent communication and interpersonal skills
- A calm, organised, and adaptable approach to a busy and fast-changing workload
- Confidence using IT systems, including Microsoft Excel and Outlook
- Attention to detail, especially when working with patient information and appointment systems
- Ability to prioritise tasks and work both independently and as part of a team
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
- To provide a support service to the technical, secretarial, medical and other staff of the Departments including data entry into Trust systems.
- To carry out receptionist duties, including prioritising and arranging appointments and maintaining the various appointment systems, identifying test requests and investigations, and co-ordinating the various clinics within the department.
- To deal with patients and external and internal staff enquiries in person or via the telephone, in a courteous and confidential manner and provide assistance as required.
- To ensure patients safety and well-being in the waiting area prior to them being called for their appointment and alerting appropriate staff to any cause for concern.
- To keep a log of telephone requests for investigations in line with department policy, prioritising these and ensuring messages are conveyed to the appropriate staff.
- To ensure appointment lists are maintained and prepared in readiness for clinical work.
- To obtain and prepare notes in readiness for clinics, investigations or at the request of staff within the department.
- To understand the 18 Week Pathway, input the correct RTT codes, validate the patient pathway where appropriate and to support the booking of new and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways.
- To cancel and re-book appointments as necessary, assessing each individual requirement to establish priority and need for the overbooking of clinics.
- To ensure that on the patients arrival to clinic, that they are confirmed to have arrived on the system and that their Demographic details (including Overseas Visitor status) are checked, ensuring new labels and front sheets are produced if there are alterations made.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Job description
Job responsibilities
- To provide a support service to the technical, secretarial, medical and other staff of the Departments including data entry into Trust systems.
- To carry out receptionist duties, including prioritising and arranging appointments and maintaining the various appointment systems, identifying test requests and investigations, and co-ordinating the various clinics within the department.
- To deal with patients and external and internal staff enquiries in person or via the telephone, in a courteous and confidential manner and provide assistance as required.
- To ensure patients safety and well-being in the waiting area prior to them being called for their appointment and alerting appropriate staff to any cause for concern.
- To keep a log of telephone requests for investigations in line with department policy, prioritising these and ensuring messages are conveyed to the appropriate staff.
- To ensure appointment lists are maintained and prepared in readiness for clinical work.
- To obtain and prepare notes in readiness for clinics, investigations or at the request of staff within the department.
- To understand the 18 Week Pathway, input the correct RTT codes, validate the patient pathway where appropriate and to support the booking of new and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways.
- To cancel and re-book appointments as necessary, assessing each individual requirement to establish priority and need for the overbooking of clinics.
- To ensure that on the patients arrival to clinic, that they are confirmed to have arrived on the system and that their Demographic details (including Overseas Visitor status) are checked, ensuring new labels and front sheets are produced if there are alterations made.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person Specification
Qualifications
Essential
- Good general standard of literacy and numeracy
Experience
Essential
- Previous clerical work including data input
Desirable
- Experience in NHS or customer service organisation
Skills
Essential
- IT skills - accurate data input
- Customer care skills
- Good communication and interpersonal skills
Attitude, aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focused, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
- Flexible - able to multi-task and prioritise
Person Specification
Qualifications
Essential
- Good general standard of literacy and numeracy
Experience
Essential
- Previous clerical work including data input
Desirable
- Experience in NHS or customer service organisation
Skills
Essential
- IT skills - accurate data input
- Customer care skills
- Good communication and interpersonal skills
Attitude, aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focused, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
- Flexible - able to multi-task and prioritise
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
