NHS Band 3 Therapy Services receptionist

Royal Free London NHS Foundation Trust; Chipping Barnet; On-site; GBP 21,000 - 25,000; Full time

Job summary

Royal Free London NHS Foundation Trust is seeking an NHS Band 3 Therapy Services receptionist to provide a courteous and efficient front-line service in outpatient clinics. You will greet patients, book appointments, record attendance, and support clinical staff.

Working as part of the Therapy Services Team, you will handle enquiries, coordinate Envoy requests, interpreters and patient transport, and ensure patient information is kept confidential and secure.

Responsibilities

• Greet and welcome patients and visitors in a professional and friendly manner.
• Book patients in for appointments and record attendance using EPR/Cerner
• Manage appointment booking and cancellations following clinical guidance and service protocols.
• Handle incoming queries via email, telephone, and face-to-face, providing information and signposting as appropriate.
• Manage communication between patients, clinical staff, and other departments, including urgent requests.
• Handle Envoy requests, booking interpreters and patient transport.
• Ensure all patient information is handled confidentially and securely in line with data protection policies.
• Maintain the reception area, ensuring it is clean, tidy, and professional.
• Support service continuity by working within the reception rota, with variable shift start/end times.
• Respond effectively and empathetically to patient concerns, including managing difficult situations calmly.
• Assist with additional clerical duties, such as photocopying, filing, and data entry as required.
• Contribute to maintaining smooth patient flow and efficient clinic operations.

Job description

To provide a courteous reception service to patients and clinicians in line with office procedures, contributing to the overall efficient and effective running of designated outpatient clinics.

To work closely with Supervisor, APP'S, Physiotherapist, Speech and Language therapist and Dietitians to ensure that any issues in clinic are raised immediately to maintain an excellent level of service to patients.

The post-holder will work as part of the Therapy Services Team, ensuring an efficient, high quality and timely service is provided. This includes providing a welcoming and professional service to patients and colleagues.

To manage the booking of designated new & follow up clinics and ensure that these are booked efficiently and that any booking issues are raised immediately with supervisor/Service Manager and clinicians to ensure patient care is not compromised.

To ensure envoy is checked and completed on a timely manner.

To deal sensitively and discreetly with patient's queries both in person and by telephone

To provide a confidential and high standard general administrative support to the department

Main duties for the NHS Band 3 Therapy Services receptionist post in outpatient clinics can be summarised as follows:

• Greet and welcome patients and visitors in a professional and friendly manner.
• Book patients in for appointments and record attendance using EPR/Cerner
• Manage appointment booking and cancellations following clinical guidance and service protocols.
• Handle incoming queries via email, telephone, and face-to-face, providing information and signposting as appropriate.
• Manage communication between patients, clinical staff, and other departments, including urgent requests.
• Handle Envoy requests, booking interpreters and patient transport.
• Ensure all patient information is handled confidentially and securely in line with data protection policies.
• Maintain the reception area, ensuring it is clean, tidy, and professional.
• Support service continuity by working within the reception rota, with variable shift start/end times.
• Respond effectively and empathetically to patient concerns, including managing difficult situations calmly.
• Assist with additional clerical duties, such as photocopying, filing, and data entry as required.
• Contribute to maintaining smooth patient flow and efficient clinic operations.

These duties ensure the smooth running of outpatient clinic reception services and support patient care delivery effectively.

The Royal Free London NHS Foundation Trust is one of the UK's biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.

Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top