Outpatient Reception Clerk

NHS Trust; Newcastle upon Tyne; On-site; GBP 21,000 - 27,000; Full time

Job summary

Newcastle Hospitals NHS Foundation Trust in the UK is seeking an Outpatient Reception Clerk for the Radiology Department. You will greet and check in patients, respond to enquiries, book appointments and manage radiology requests across multiple sites.

Join a busy admin team delivering high quality customer care. Good IT skills and excellent communication are essential; NHS experience is desirable and flexible working may be accommodated where service needs allow.

Qualifications

• NVQ Level 2 in appropriate subject or equivalent qualification / experience
• Previous reception/clerical experience
• Previous customer care experience
• Awareness of Health and Safety within your environment

Responsibilities

• Provide an effective and efficient 24-hour Main Reception alongside an Outpatient service across the organisation, ensuring high quality customer care for all service users
• Takes responsibility for timely completion of all outpatient admin services
• Ensure that hospital visitors and the general public are directed correctly to support patient care
• Provide an efficient and sensitive reception service with a high level of customer care
• Make and receive telephone calls to respond to public enquiries
• Ensure that all areas are kept clean and tidy at all times

Skills

Customer service

Communication

Teamwork

IT literacy

Organisational skills

Education

NVQ Level 2

Tools

RIS (Radiology Information System)

Windows-based IT

Job description

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.

With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, w e’re in the top five providers of specialised health services in the country.

As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Job overview

An exciting opportunity has arisen for an Outpatient Reception Clerk to work in the Radiology Department at the Newcastle upon Tyne Hospitals Trust, which deals with over 280,000 patient appointments per year.

We are looking for a flexible and enthusiastic candidate who is an excellent team player, well-motivated and capable of working in a busy and challenging environment to join our Outpatient Department. The successful candidate will provide an efficient and friendly reception service to patients and visitors, either in person or by telephone ensuring a high quality of customer care is delivered at all times.

Departments are located in multiple sites across the Trust and staff are required to work across all locations. However your main bases will be Freeman Hospital and Benfield.

• Staff work on a rota basis covering Monday to Sunday 8am-8pm with options for compressed hours with fewer working days for those who may prefer, please outline preferences in supporting information.

Main duties of the job

As an Outpatient Reception Clerk within Radiology, you will play a key role in supporting the delivery of a high-quality patient service across multiple hospital sites. Working as part of a busy administrative team, you will greet and check in patients, respond to patient and staff enquiries, book appointments, register radiology requests on the Radiology Information System, and provide a range of general administrative support to ensure the smooth running of the service.

You will be expected to use your own initiative, manage competing priorities, and seek advice when required. Excellent communication and customer service skills are essential, as you will regularly interact with patients, relatives and healthcare professionals, ensuring enquiries are handled promptly, professionally and with compassion. The role involves frequent use of IT systems and requires good keyboard and organisational skills. Previous reception or administrative experience is desirable, although full training will be provided for the right candidate.

Working for our organisation

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Northern Centre for Cancer Care, North Cumbria

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Detailed job description and main responsibilities

• To support the provision of an effective and efficient delivery of a 24-hour Main Reception alongside an Outpatient service across the organisation, ensuring that a high quality of customer care and service provision is delivered to all service users.
• Takes responsibility for the timely completion of all outpatient admin services.
• Ensure that hospital visitors and general public are directed correctly thus helping to provide support for patient care.
• Provide an efficient and sensitive reception service to all users applying a high level of customer care skills.
• Make and receive telephone calls to respond to public enquiries
• Ensure that all areas are kept clean and tidy at all times.

Qualifications & Education

• NVQ Level 2 in appropriate subject or equivalent qualification / experience

Knowledge & Experience

• Understanding of confidentiality issues
• Previous reception/clerical experience
• Previous customer care experience
• Previous NHS experience
• Awareness of Health and Safety within your environment

Skills & Abilities

• Good literacy and numeracy skills which will be assessed as part of the recruitment process
• Ability to communicate with members of the public, all staff and health care providers
• Good organisational Skills
• Ability to work effectively as part of the multi-disciplinary team
• IT skills in windows-based applications which will be assessed as part of the recruitment process

Whilst Newcastle Hospitals are a forward thinking and highly innovative organisation, the use of Third-Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity of your individual application or to the recruitment process, we may withdraw your application at any stage of the process.

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.