Outpatient Department - Receptionist/Clerical Officer RBH

EAST LANCASHIRE HOSPITALS NHS TRUST; Lancashire; On-site; GBP 20,000 - 25,000; Full time

Job summary

A health trust in England is seeking a Receptionist to provide efficient reception services within the East Lancashire Health Community. You will greet and assist patients, book appointments, manage calls, and maintain confidentiality. The ideal candidate should possess GCSEs in English and Maths, experience in customer care, and strong communication skills. This role involves working 37.5 hours a week with flexibility required for shifts, including evenings and bank holidays.

Qualifications

• Must have GCSEs in English and Maths at Grade C or above.
• Experience in a customer care environment is essential.
• Willingness to work across various shift patterns, including evenings.

Responsibilities

• Act as the first point of contact for patients and visitors.
• Book outpatient clinic appointments.
• Manage communication with patients regarding their referrals.
• Maintain confidentiality when dealing with public interactions.

Skills

Excellent verbal communication

Excellent written communication

Interpersonal communication skills

Customer care experience

Education

English Language and Maths GCSE Grade C or equivalent

Business Administration NVQ Level 2 or equivalent

Tools

Basic IT skills

Keyboard skills

Job description

The post holder will provide comprehensive and efficient reception services to patients and service users in the East Lancashire Health Community. They will receive and manage clinical and administrative calls, greet and guide patients, book clinic appointments, arrange medication, manage interpreter and transport needs, and maintain confidential casenotes in line with the Trust’s Clinical Records Policy.

Responsibilities

• Act as the first point of contact for all patients, visitors, relatives, carers and clinical staff.
• Book patients for outpatient clinics and issue return appointments as directed by consultant or nursing staff.
• Identify overseas visitors and patients liable to payment at the point of referral, confirm residence status and notify the General Office Team in line with the Overseas Visitors Policy and Procedure.
• Print referrals from the Choose and Book System or email system for the relevant clinics; check Cerner Millenium for other specialty referrals.
• Cover opening hours (8 am–8 pm, 7.5 h per day) across Royal Blackburn and Burnley General Teaching hospitals, including bank holidays.
• Cancel or reduce clinic schedules, liaising with patients by letter, text or telephone, and arrange transport letters where contact cannot be made.
• Reschedule cancelled appointments and ensure follow‑up patients are seen within an appropriate time frame, reporting issues to the outpatient team leader or supervisor.
• Deal with patients confidentially and sensitively both face‑to‑face and over the telephone; arrange interpreter/link workers and patient transport as required.
• Prepare casenotes for certain clinics, ensuring data items required for commissioning purposes and in line with the Trust’s data quality standards.
• Participate in audits and review departmental policies and procedures to maintain data quality and an efficient service.
• Work under pressure, use initiative, and demonstrate willingness to learn new systems and processes.

Qualifications

• English Language and Maths GCSE Grade C / Level 4 or above, or equivalent.
• Business Administration / Customer Care NVQ Level 2 or equivalent.
• Previous experience in a customer‑care environment.
• Basic IT and keyboard skills.
• Excellent verbal, written and interpersonal communication skills with empathy and negotiation ability.
• Willingness and flexibility to work across shift patterns, including evenings and bank holidays.
• Ability to maintain confidentiality and sensitivity when dealing with the public.

Hours and Working Conditions

37.5 hours per week, Monday to Friday, 8 am to 8 pm (the core working hours are 8 am–5 pm). A flexible approach is essential, and coverage for holidays, sickness absence and bank holidays across sites is expected.

Equal Opportunities

The Trust is an equal opportunities employer, committed to improving the working lives of staff and operating a zero‑tolerance policy to aggression, violence, bullying and harassment. We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background, with a particular focus on the BAME communities.

Disclosure and Barring

Applicants for this role are subject to Disclosure and Barring Service (DBS) checks. The role may involve controlled or regulated activity; a satisfactory DBS check is required before appointment. The cost of an enhanced disclosure is £55.38 and a standard disclosure is £27.38. If appointed as a bank worker, the full payment must be made at the time of employment checks.