Job summary
'This vacancy is only open at this stage to internal employees of the following organisations within the Staffordshire and Stoke-on-Trent Integrated Care System:
- North Staffordshire Combined Healthcare NHS Trust
- If anybody is unsure of the process that follows, please give me a shout and I'll fully go through the process of what we do with internal applicants after the 7 days.
- Midlands Partnership University NHS Foundation Trust
- University Hospitals of North Midlands NHS Trust, inclusive of Black Country Procurement Group and North Midlands and Cheshire Pathology Service.
This will be the case for 7 calendar days from: 03/03/2026 to: 10/03/2026 following this the vacancy will be open externally.
This role isnot eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn
To provide a quality reception/administration/appointment booking service within the Outpatient/Health Records Department, dealing confidentially, efficiently and courteously with enquiries from both internal/external customers, by telephone or face to face when working in the outpatients reception. To provide administrative support to clinical and non-clinical staff as required and to work without direct supervision, prioritise own workload, work on own initiative and manage time effectively.
Main duties of the job
To provide a quality reception/administration/appointment booking service within the Outpatient/Health Records Department, dealing confidentially, efficiently and courteously with enquiries from both internal/external customers, by telephone or face to face when working in the outpatients reception. To provide administrative support to clinical and non-clinical staff as required and to work without direct supervision, prioritise own workload, work on own initiative and manage time effectively.
About us
Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.
We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.
We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.
We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.
Please note, we may be required to close this vacancy early if we receive a high volume of applications
Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.
Job description
Job responsibilities
1. To cover reception in the outpatients department, greeting patients on arrival for a clinic appointment in the outpatient department, booking the patient in using the clinical system and directing patients to the appropriate waiting area.2. To communicate non-clinical verbal information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties as a result of old age, hearing loss, pain, fear and language or learning difficulties. Information has to be communicated using relevant speed, accuracy, tact, understanding and confidentiality.3. To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.4. To appoint, cancel and rearrange appointments as required using the Trusts patient recording system.5. To answer telephone enquiries from members of the public and other healthcare departments / professionals.6. To process appropriate letters in relation to the patients appointment.7. To provide support and advice, maintain channels of communication and links with clinical and other staff within the department.8. To support the day-to-day running of clinics ensuring they are used to capacity.9. The role is varied, requires confidentiality, initiative, flexibility and capacity of handling peaks in the work programme and an ability to relate to a wide range of individuals on behalf of MPFT.10. Recording accurate, confidential and sensitive patient information11. Methodical and able to work under pressure and multi-task.12. Compliance of Standard Operating Procedures, good practice and established precedents.13. Demonstrate a willingness to undertake further training, identification of own development and training needs
Job description
Job responsibilities
1. To cover reception in the outpatients department, greeting patients on arrival for a clinic appointment in the outpatient department, booking the patient in using the clinical system and directing patients to the appropriate waiting area.2. To communicate non-clinical verbal information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties as a result of old age, hearing loss, pain, fear and language or learning difficulties. Information has to be communicated using relevant speed, accuracy, tact, understanding and confidentiality.3. To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.4. To appoint, cancel and rearrange appointments as required using the Trusts patient recording system.5. To answer telephone enquiries from members of the public and other healthcare departments / professionals.6. To process appropriate letters in relation to the patients appointment.7. To provide support and advice, maintain channels of communication and links with clinical and other staff within the department.8. To support the day-to-day running of clinics ensuring they are used to capacity.9. The role is varied, requires confidentiality, initiative, flexibility and capacity of handling peaks in the work programme and an ability to relate to a wide range of individuals on behalf of MPFT.10. Recording accurate, confidential and sensitive patient information11. Methodical and able to work under pressure and multi-task.12. Compliance of Standard Operating Procedures, good practice and established precedents.13. Demonstrate a willingness to undertake further training, identification of own development and training needs
Person Specification
Knowledge and skills
Essential
Desirable
- Customer Service Training / relevant experience
Experience
Essential
- Reception duties i.e. telephone and computer work
Desirable
Skills, Knowledge and attributes
Essential
- Demonstrates an understanding of the importance of confidentiality
Desirable
- Experience working on own initiative without direct supervision
Person Specification
Knowledge and skills
Essential
Desirable
- Customer Service Training / relevant experience
Experience
Essential
- Reception duties i.e. telephone and computer work
Desirable
Skills, Knowledge and attributes
Essential
- Demonstrates an understanding of the importance of confidentiality
Desirable
- Experience working on own initiative without direct supervision
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.
Employer details
Employer name
Midlands Partnership NHS Foundation Trust
Address
Haywood Hospital / Bradwell Hospital
High Lane
Newcastle under Lyme
ST6 7AG
Employer's website
https://www.mpft.nhs.uk (Opens in a new tab)
