Administrator and Patient Booking Clerk

Cardiff and Vale University Health Board; Milton Keynes; On-site; GBP 21,000 - 25,000; Full time

Job summary

Milton Keynes University Hospital is seeking an enthusiastic Administrator to join the Urgent and Emergency Care (UEC) reception team. You will be the first point of contact for patients, relatives and visitors, providing a welcoming and professional service and supporting the ED and SDEC departments with front line administrative tasks.

The role involves handling confidential information, using electronic systems, and coordinating with clinical staff.

Qualifications

• NVQ Level 3 or equivalent qualification.
• Experience in NHS environment preferred.
• Excellent communication skills and customer service mindset.

Responsibilities

• Be the first point of contact for visitors and greet in a friendly manner.
• Register confidential information and update patient details in line with data protection.
• Assist patients with electronic systems (E-Triage, Kiosks).
• Handle enquiries via phone and in person in a calm, professional manner.
• Organise paperwork and notes to keep the department orderly.
• Work as part of the UEC team, managing workload during shifts including nights/weekends.

Skills

Reception experience

Office administration

Communication skills

Microsoft Office

NHS knowledge

Education

NVQ Level 3 or equivalent

Tools

MS Office Suite

Job description

We are looking for an enthusiastic and organised Administrator to join our Urgent and Emergency Care (UEC) reception team. As the first point of contact for patients, relatives, and visitors, you will play a key role in ensuring the smooth and efficient running of both Emergency department and Same Day Emergency Care., The post holder will provide high quality front line administrative support to the Emergency Department (ED) and Same Day Emergency Care Department (SDEC). This involves collaborating closely with all clinical staff and operational teams. The post holder will work as part of the Urgent and Emergency Care (UEC) team ensuring an efficient, high-quality service is provided. This includes providing a welcoming and professional service to patients, relatives, and all other agencies. These duties do not require direct supervision on a day-to-day basis and the post holder is responsible for the management and prioritisation of their own workload. The staff will need to be flexible, have a range of knowledge of hospital work and external agencies. Staff are expected to work shift patterns, including nights and weekends where they will work independently under pressure with constant interruptions to their daily workload and exposed to conflict and sensitive issues., "NHS Survey 2024" They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%

• Be the first point of contact for all visitors to the departments and greet in a friendly, helpful, and courteous manner.
• Obtain, check, and register confidential information from all attending patients. This is to include the updating of any changed patient details and escalating multiple MRNs to be merged by the back office. In conjunction with Data Protection guidelines.
• Assist patients with the use of electronic systems such as E-Triage and Prescription Payment Kiosks.
• Dealing with difficult, distressing situations and alerting clinical staff to patients or situations which are cause for concern, e.g., chest pains, to access equipment urgently for patients until a nurse is alerted.
• The undertaking of general organisation of paperwork and notes to maintain an organised department.
• Dealing with general enquiries via the telephone, and in person, including difficult and frequent emotional situations with patient, public, agencies, and staff.
• Ensuring that patients and relatives always receive a welcoming professional and considerate approach and where appropriate to redirect these to other departments and outside agencies, this may frequently involve highly distressing or emotional circumstances or traumatic incidents.
• Act independently without direct supervision, to manage their own workload, independently organising the day to day running of their own shift.
  This is a busy and fast-paced environment, and the successful candidate will be approachable, patient-focused, and able to work well under pressure., Basic math's and English
• NVQ Level 3 or equivalent qualification
• Computer literate
• Knowledge of role, Experience of working in the NHS
• Office experience
• Ability to interact effectively with a variety of people daily
• Previous reception experience
• Experience in a clerical role, Keyboard skills
• Manual dexterity
• Able to work under pressure
• Able to multitask
• Word/excel/spreadsheets etc
• Excellent communication skills in dealing with patient's/relatives/ general public.
• Excellent interpersonal skills.
• Ability to work as part of a team and on your own initiative.
• Good customer service skills
• Ability to provide an efficient service in a busy and stressful environment., Good time management skills
• Supportive to all NHS staff
• Able to share knowledge
• Can work under pressure
• Honest, Hardworking, friendly confident able to work under pressure, presentable flexible and receptive to change., Excellent communication skills
• Self-aware
• Calm and reasonable
• Approachable
• Ability to interact effectively with a variety of people daily, Able to perform the duties of the post with reasonable aids and adaptations
• Able to work shifts
  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 -