Job summary
Outpatient Receptionist/Scheduler
Department: Patient Access
Band 3 (afc) 24,937 per annum
Hours: 37.5 hours per week all MKUH roles will be considered for flexible working
Patient Access has an exciting opportunity for 1 x 37.5 hour Outpatient Receptionist/Scheduler to join the team. The successful applicants will ideally have previously worked in a medical or healthcare setting with knowledge of medical terminology. Experience of using Microsoft packages is essential. Training will be given on eCare and the patient administration systems used, if needed.
The successful applicants must be able to demonstrate exceptional organisational skills. The role requires the ability to multitask with prioritisation of tasks. The role can be very busy with varying demands depending on the needs of the service. The successful applicants must always therefore be able to work well under pressure remaining courteous and professional. The successful candidates must be flexible to the changing needs of the department and teams, as needed. They must enjoy working as part of a large team.
We are looking for someone who has the ability to adapt and work across all medical specialties as needed with excellent keyboard skills. You will be working within a large team and will need to deliver on performance targets.
Interview date: Week commencing 12 January 2026.
We are unable to offer sponsorship for this role
Main duties of the job
We care We communicate We collaborate We contribute
"- NHS Survey, 2024'' They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs.
There is an opportunity to work from home and this will be discussed in more detail at interview.
About us
Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.
We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.
Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, set to open by 2030.
Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -
For further information about Milton Keynes please visit - Visit Milton Keynes
Job description
Job responsibilities
Main duties and responsibilities
Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
Provision of Reception cover for Outpatient areas and MKUH Main Reception to receive patients, ensuring Trust systems are updated accordingly and providing excellent customer service.
Central Booking Office
Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
Communicate with patients in relation clinic cancellations etc as required.
Work collaboratively with other administrative staff and operational teams to provide an efficient and effective scheduling service.
Reception
Greet patients and other visitors professionally.
Check-patients in and out on the eCare in a timely manner, ensuring any additional support in terms of Interpreters etc are in place for their appointment.
Action clinic outcome forms in a timely manner and undertake a cashing-up process each day for a designated reception area.
Liaise with Clinicians and Nursing staff throughout the clinic session to ensure that clinic outcome forms for every patient are received and actioned, updating their Referral to Treatment status and arranging follow-up appointments as required.
Ensure reception areas are kept clean and tidy to provide a welcoming environment to patients and other visitors.
Please refer to the job description for further details.
Job description
Job responsibilities
Main duties and responsibilities
Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
Provision of Reception cover for Outpatient areas and MKUH Main Reception to receive patients, ensuring Trust systems are updated accordingly and providing excellent customer service.
Central Booking Office
Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
Communicate with patients in relation clinic cancellations etc as required.
Work collaboratively with other administrative staff and operational teams to provide an efficient and effective scheduling service.
Reception
Greet patients and other visitors professionally.
Check-patients in and out on the eCare in a timely manner, ensuring any additional support in terms of Interpreters etc are in place for their appointment.
Action clinic outcome forms in a timely manner and undertake a cashing-up process each day for a designated reception area.
Liaise with Clinicians and Nursing staff throughout the clinic session to ensure that clinic outcome forms for every patient are received and actioned, updating their Referral to Treatment status and arranging follow-up appointments as required.
Ensure reception areas are kept clean and tidy to provide a welcoming environment to patients and other visitors.
Please refer to the job description for further details.
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- ECDL qualification or equivalent
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
- Clerical experience in a healthcare environment
Desirable
- Experience of transcribing dictation or copy typing
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner
- Good all round communication skills
- Good customer service skills
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Computer literacy
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- ECDL qualification or equivalent
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
- Clerical experience in a healthcare environment
Desirable
- Experience of transcribing dictation or copy typing
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner
- Good all round communication skills
- Good customer service skills
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Computer literacy
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.
