Outpatient Administrator/Reception

Hpft; Hitchin; On-site; GBP 26,000 - 27,000; Full time

Job summary

Hertfordshire Partnership University NHS Foundation Trust is seeking an Administrative Assistant for the Adult Mental Health outpatient service in Hitchin. You will manage outpatient appointments, maintain patient records on the Paris/EPR system, and support reception with professional, confidential service to service users, carers and clinicians.

The role requires strong organisational skills, attention to detail and the ability to work independently within a busy clinical environment.

Qualifications

• Good standard of education including GCSE English Language or equivalent.
• Good level of numeracy.
• ECDL or equivalent IT qualification, or equivalent experience.
• Experience working within an office, reception, customer service or healthcare administration environment.
• Experience of working with confidential and sensitive information.
• Experience of using electronic record systems and Microsoft Office applications.
• Knowledge of EPR and electronic patient administration systems.

Responsibilities

• Ensuring outpatient appointments are booked, amended, cancelled and followed up.
• Maintaining accurate records on Trust digital systems (EPR).
• Professional reception duties: greeting service users, carers and professionals.
• Handling enquiries and providing a welcoming, confidential service.
• Collating data and supporting waiting list administration.

Skills

Communication skills

Numeracy

Diary management

Appointment booking

Organisational skills

Confidentiality

Customer service

Education

GCSE English Language or equivalent

ECDL or equivalent IT qualification

Tools

EPR (Electronic Patient Records)

Microsoft Office

Job description

Main area Adult Mental Health Services Grade NHS AfC: Band 3 Contract Permanent Hours Full time - 37.5 hours per week (08.45 to 17.00, Monday to Friday) Job ref 367-ACMS-101674

Site Centenary House Town Hitchin Salary £25,760 - £27,476 per annum, pro rata Salary period Yearly Closing 15/10/2026 23:59

To work as part of a Team and to be responsible for the administration of outpatient clinics, liaising with doctors, service users and professional staff on an ongoing basis. Duties include responsibility for managing outpatient appointments on the Electronic Patient Records (Paris) as per the Booking & Choice Policy; Inputting all relevant clinical data: registering of patient details and continuous updating of patient records, booking all new and follow up clinic appointments and liaising closely with the team secretaries; To manage all calls into the site and appropriately transfer all calls throughout the unit; dealing with visitors to the Unit; distribute incoming mail and manage the outgoing mail; to log faults with Estates and ensuring that the reception area is a tidy and safe environment for all visitors.

Whilst we welcome all applications from all suitable candidates, unfortunately, we will not be offering sponsorship for this role.

If you already work for HPFT on a health and care visa, you will NOT be able to transfer your visa to this role as this role is NOT eligible for Sponsorship

Main duties of the job

The post holder will be responsible for the smooth running of outpatient clinics, ensuring appointments are booked, amended, cancelled and followed up appropriately, and that accurate records are maintained on Trust digital systems. The post holder will support effective service delivery by ensuring clinic administration is completed efficiently and to a high standard.

The post holder will act as the first point of contact for service users, carers, visitors and professionals, ensuring all telephone and face-to-face enquiries are managed in a professional, courteous and confidential manner whilst promoting the Trust’s corporate image.

The post holder will be required to work independently, applying a high degree of confidentiality to all aspects of their work and will be expected to demonstrate self-motivation, good attention to detail, effective organisational skills and the ability to remain calm under pressure.

The post holder will be the nominated Fire Marshall and/or First Aider and be expected to meet the requirements of the NHS Knowledge and Skills Framework appropriate outline for the post.

All staff should comply with the Trust’s Anti-Discriminatory Statement, Employee Charter, Trust Policies and Procedures, Code of Conduct and Equality and Diversity.

Working for our organisation

Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of ‘Outstanding’ from theCare Quality Commission.

Our family of over 4,500 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. E verything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Welcoming. Kind. Positive. Respectful. Professional.

Detailed job description and main responsibilities

• Responsible for the smooth running of outpatient clinics, generating correspondence to service users and ensuring that all service users receive follow-up appointments where appropriate.
• To ensure accurate information is recorded on EPR and other Trust systems and to produce data and reports for audits as required.
• Responsible for ensuring that all visitors to the service and all telephone enquiries are dealt with promptly, courteously and professionally, bearing in mind the need for confidentiality and the requirement to promote the Trust’s corporate image.
• Demonstrate a positive customer care approach and provide a welcoming environment for service users, carers, visitors and professionals.
• To act as the first point of contact for the service, responding to enquiries, signposting individuals to the appropriate team or clinician and escalating concerns where appropriate.
• To manage outpatient appointment systems, including booking, amending, cancelling and rearranging appointments in line with Trust procedures.
• To support waiting list administration and ensure accurate recording of appointments, attendance and clinic outcomes.
• To manage clinic outcomes and record information on EPR, with training provided as required.
• To undertake diary management associated with outpatient clinics and support the effective use of clinic capacity.
• To identify and upscale clinic capacity issues, appointment conflicts or administrative concerns which may affect service delivery.
• To sort and distribute incoming post and process outgoing mail in accordance with local procedures.
• Responsible for logging building, estates and IT faults with the Helpdesk and escalating unresolved issues to the Site Manager.
• To oversee and coordinate the room-booking system within the building.
• Responsible for the reception area, ensuring noticeboards, displays and service-user information leaflets are maintained and current.
• To administer appointeeship monies in accordance with Trust policies and local procedures and maintain accurate records.
• To manage personal alarms, ensuring equipment is available, charged and functioning appropriately.
• To maintain a log of staff, visitors and contractors entering and leaving the building in accordance with local procedures.
• To arrange patient transport for appointments, admissions and discharges as required.
• To maintain accurate electronic and paper-based records in accordance with Trust policies, information governance requirements and data protection legislation.
• To update skills as necessary and attend mandatory training relevant to the role.
• To use initiative within established procedures and manage a defined workload independently, seeking guidance when required.
• To work as part of the Adult Community Mental Health Service and provide a professional Reception and Outpatient Administration service, liaising with clinicians, service users, carers and professional staff on an ongoing basis.
• The post holder will be responsible for the smooth running of outpatient clinics, ensuring appointments are booked, amended, cancelled and followed up appropriately, and that accurate records are maintained on Trust digital systems. The post holder will support effective service delivery by ensuring clinic administration is completed efficiently and to a high standard.

Role Requirements

• Good standard of education including GCSE English Language or equivalent.
• Good level of numeracy
• ECDL or equivalent IT qualification, or equivalent experience.
• Willingness to undertake further training and development relevant to the role.
• Experience working within an office, reception, customer service or healthcare administration environment.
• Experience of working with confidential and sensitive information.
• Experience of using electronic record systems and Microsoft Office applications.
• General knowledge of office procedures and administrative systems.
• Evidence of the ability to organise and prioritise workload and respond to frequent interruptions
• Evidence of good communication skills (examples)
• Experience of appointment booking, clinic administration or diary management.
• Knowledge of EPR and electronic patient administration systems.

Please note, we do not charge fees for job applications, recruitment processes, sponsorship arrangements, or employment offers. Please see the Trust careers vacancy webpage and Trac as the only authorised routes for recruitment communications, applications and verification of job offers.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.