Front Desk Lead – Maxillofacial & Orthodontic Admin

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 27,000 - 29,000; Full time

Job summary

Royal Surrey NHS Foundation Trust is seeking a proactive reception administrator for the Maxillofacial Department to provide friendly, patient-centred front-of-house support. You will manage appointments, handle calls, and coordinate with clinical teams to keep day-to-day operations running smoothly.

This fixed-term, full-time role requires excellent interpersonal skills, confidentiality and experience using Cerner and eRS, with a calm, methodical approach to answering queries and supporting

Qualifications

• Good general standard of education to GCSE level or equivalent including English.
• Previous experience working within a busy administration environment.
• Previous experience of dealing with the general public.
• In depth knowledge of Cerner & eRS.
• Working in an office environment.

Responsibilities

• To support the Maxillofacial and Orthodontic Department with with booking, cancelling and rescheduling appointments in accordance with SBU [Speciality Business Units] guidance.
• To communicate appointment details with patients written, verbal or other (Text) in regard to managing SBU clinic templates.
• Record referral information accurately, update, manage and retrieve patient information on Cerner and e-Referrals Service/REGO in a timely manner.
• To support the Nursing Team and Maxillofacial Cancer Navigator and Clinic Co-ordinators to deliver high levels of Outpatient Clinic utilisation.
• Meet departmental targets relating to the work completed that is accurate.
• Act as a point of contact for internal and external enquires.
• To deal with patients in a mature manner when speaking to them on the phone or in person. This may sometimes involve dealing with distressed patients and a sensitive and re‑assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
• To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
• The post holder requires referrals knowledge to be able to recognise inaccuracies in referrals (including ERS/REGO) and act appropriately. The post holder will need to maintain working knowledge of eRS in an environment where change is constant
• The post holder will operate in a large team and will be monitored against set performance targets and KPIs

Skills

Interpersonal skills

Calm demeanor

Education

GCSE level including English

Tools

Cerner

eRS

REGO

Job description

Royal Surrey NHS Foundation Trust is seeking a proactive reception administrator for the Maxillofacial Department to provide friendly, patient-centred front-of-house support. You will manage appointments, handle calls, and coordinate with clinical teams to keep day-to-day operations running smoothly.

This fixed-term, full-time role requires excellent interpersonal skills, confidentiality and experience using Cerner and eRS, with a calm, methodical approach to answering queries and supporting