Endoscopy Receptionist: Compassionate Scheduling & Admin

Royal Free London NHS Foundation Trust; Enfield; On-site; GBP 27,000 - 33,000; Full time

Job summary

North Middlesex University Hospital is inviting applications for an outpatient administrative role supporting busy Endoscopy and Outpatient services. The post holder will perform reception duties, verify patient details, handle calls, and assist with appointment bookings and information processing to maintain smooth patient pathways.

This role requires basic literacy and numeracy, GCSE or equivalent, and experience with healthcare administrative systems.

Qualifications

• Basic literacy and numeracy skills' or 'Entry Level 2/3
• GCSE or equivalent level education
• Experience of healthcare administrative systems and processes

Responsibilities

• Undertake reception duties and be the first face to face patient contact. Welcome all patients and queries with compassion, gratitude and positive body language.
• Check patients demographics and contacts during all patients face to face and non face to face encounters.
• Deal with any telephone queries in a welcoming but prompt and efficient manner, help out OPD contact centre as and when required.
• Provide a customer focused service to patients and be able to communicate effectively and appropriately with patients and all levels of staff.
• Book and reschedule patient appointments as per clinical outcome.
• Flag line manager in case of any challenges or capacity related challenges. Respond to emails about appointment queries as directed.
• Assist with booking services for patients e.g. transport and internal and external link workers.
• To be responsible for the timely processing and distribution of all incoming correspondence relating to patient appointment administration. Retrieve health records as requested by members of the team: ensuring that all Health Records, provided for clinical administrative purposes, are prepared to departmental standards.
• Ensure all correspondence received into the area of work, from whatever source, is appropriately processed in a timely manner, and to enable an audit trail, aligned to established Standard Operating procedures (SOPs)Use the hospital PAS system (Careflow) to ensure that all data is correctly recorded.
• Check that all clinic and appointment correspondence is complete and accurately addressed; and escalate any that need correction to PPCs and team lead.
• Assist, where required, the Patient Pathway Coordinators to ensure all healthcare notes and diagnostic results are available for each patient at the beginning of the clinic session.
• Deal with straightforward queries using systems available, escalating more complex queries to the PPC for investigation.
• Ensure comprehensive information is captured when taking messages for other members of the team. Where possible, resolve complaints from patients, primary care, and other staff; or refer onwards to senior members of the admin team.
• Please see attached job description for more information about this role and working at the North Middlesex University Hospital

Skills

Communication

Interpersonal skills

Education

GCSE or equivalent level education

Basic literacy and numeracy

Job description

North Middlesex University Hospital is inviting applications for an outpatient administrative role supporting busy Endoscopy and Outpatient services. The post holder will perform reception duties, verify patient details, handle calls, and assist with appointment bookings and information processing to maintain smooth patient pathways.

This role requires basic literacy and numeracy, GCSE or equivalent, and experience with healthcare administrative systems.