Outpatient Receptionist

Queen Elizabeth Hospital; North End; On-site; GBP 22,000 - 26,000; Full time

Job summary

Queen Elizabeth Hospital in the United Kingdom is seeking an organised Outpatient Reception assistant to join our busy team. You will handle patient enquiries, answer calls politely, and support clinic operations.

You will book appointments in the Patient Administration System, manage clinic changes, and ensure data accuracy aligned with Caldicott and Health Records policies. The role requires calmness under pressure and strong communication.

Qualifications

• Excellent customer service skills.
• Organised and methodical with strong attention to detail.
• Experience answering incoming calls in a reception setting.
• Ability to book patient appointments using the Patient Administration System.
• Cancelling and creating ad hoc clinics as requested by operational teams.
• Comply with Caldicott recommendations and Health Records policies.
• Maintain calm under pressure in a busy outpatient environment.

Responsibilities

• Answer incoming calls to Outpatient Reception and relay queries.
• Book patient appointments using the Patient Administration System.
• Cancel clinics and arrange ad hoc clinics as needed.
• Process changes to patients' personal details and collect routine information.
• Provide administrative support to clinic staff.

Skills

Customer service

Organised

Communication skills

Attention to detail

Calm under pressure

Tools

Patient Administration System

Clinic management system

EPR system

Job description

We are looking to recruit an organised and methodical person with excellent customer service skills to join our busy Outpatient Reception Team.

As part of your role you will be responsible for answering incoming calls to the Outpatient Reception areas. Calls must be dealt with politely and promptly, relaying queries and messages as necessary and liaising with other departments when appropriate.

You will also be responsible for booking patient appointments using the Patient Administration System, clinic management such as cancelling clinics, reception duties and dealing with general enquiries. You will be required to make changes to patients personal details and collecting routine information such as ethnic origin and Overseas Visitor Status.

You will have the ability to work in a systemic and methodical way, either under direction or on your own initiative, be friendly and conscientious and have excellent communication skills. Attention to detail is of the utmost importance, as is the ability to remain calm under pressure., Receiving patients to relevant outpatient clinics and provide administrative support to the clinic staff.

Cancelling clinics and creating ad hoc clinics as requested by the Operational Teams.

Ensure that laid down procedure is followed in compliance with Caldicott recommendations; Health Records Management and Patient Administration Policy and procedural guidance.

There's never been a more exciting time to join TeamQEH. We're working on a once in a generation opportunity to build a new state-of-the-art hospital to open in 2030 and we are also carrying out on one of the biggest pieces of digital transformation work we've ever undertaken.

Our new electronic patient record (EPR) will replace paper-based patient records from 2026 and will lead to better, safer, joined-up care at The Queen Elizabeth Hospital and beyond.

At The QEH we provide a comprehensive range of specialist, acute, obstetrics and community-based services to around 331,000 people across west and north Norfolk, North Cambs and South Lincs.

We are an ambitious organisation that upholds our values of kindness, wellness and fairness. We strive for continuous quality improvement, recently demonstrated in our 2024 CQC maternity inspection rating our services as 'Good', and we are proud to be a place to learn and grow through recognised learning and apprenticeships.

We recognise and reward our 4,000 staff and volunteers, priding ourselves on a community atmosphere and positive team spirit. We have approx. 530 beds across 33 wards and have newly built education and training facilities, a range of modern award-winning centres alongside a talented team of people ready to give you a warm welcome. We love working here and think you will too.