Outpatient Receptionist

Walsall Healthcare; Walsall; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

NHS Pension

Staff accommodation where available

Job summary

Walsall Healthcare NHS Trust is seeking two friendly and capable Outpatients Receptionists to join our team. You will provide a professional reception and booking service for patients, update records in CareFlow, and guide patients to the correct waiting areas with courtesy.

The role requires NVQ Level 2 in Customer Service (or equivalent) and NHS patient-facing experience. The position is full-time, 37.5 hours weekly, with a salary of £25,272 per annum and NHS benefits.

Qualifications

• Good standard level of education (2 GCSEs or equivalent).
• NVQ level 2 in Customer Service (or equivalent).
• Experience in dealing with patients/general public face to face or working in a customer-focused environment.

Responsibilities

• Manage the professional, comprehensive and efficient reception and booking service for patients and department members.
• Input and update patient data in the Patient Administration System (CareFlow).
• Direct patients to appropriate waiting areas or departments in a courteous and professional manner.

Skills

NHS experience

Customer service

Verbal communication

Numeracy

IT skills

Keyboard skills

Attention to detail

Education

NVQ level 2 in Customer Service

2 GCSEs or equivalent

Tools

CareFlow

MS Word

Job description

Should you have any queries for the resourcing team, they are available from 8am to 5pm, Monday to Friday. To get in touch please call 01922 656161.

Main area Receptionist Grade NHS AfC: Band 2 Contract Permanent Hours Full time - 37.5 hours per week (Monday - Friday) Job ref 407-Surgery-8323820-A

Site Walsall Healthcare Town Walsall Salary £25,272 per annum Salary period Yearly Closing 02/11/2026 08:00 Interview date 18/11/2026

Walsall Manor Hospital is a busy district general hospital offering compete range of acute services. The Trust primarily serves the immediate population of Walsall with some patients requiring more specialised treatment at other, neighbouring Trusts. The Trust continues to invest in its facilities and services, supporting high-quality care for the communities it serves.

This role offers the opportunity to work within our integrated care model, contributing to high-quality services that help people remain independent in their own homes and communities.

We are committed to investing in our workforce and creating an environment where colleagues can learn, contribute and develop. Our new Urgent Emergency Care Centre, opened in March 2023, demonstrates our ongoing investment in facilities and services.

As an employee, you’ll benefit from an attractive salary and comprehensive benefits package (detailed in Employer Description above), plus access to NHS pension arrangements and staff accommodation where available.

Walsall Healthcare NHS Trust is proud to be part of the Armed Forces Covenant, currently holding the Bronze Award, underlining our commitment to supporting the Armed Forces Community.

RESPECT – COMPASSION – TEAMWORK – PROFESSIONALISM

Job overview

Are you interested in joining a responsive, innovative and dynamic Outpatients Reception Team in a constantly changing environment? Are you interested in working across variety of Outpatient settings? We are looking for two enthusiastic and skilled individuals to join our current and valued Outpatient Receptionist Team.

You should be educated to NVQ Level 2 minimum or have equivalent experience in an receptionist or NHS patient facing related role. You should have strong interpersonal skills together with a can do attitude!

The post holders will have responsibility for the provision of a professional, comprehensive and efficient reception and booking service for patients and members of the department and managing the patient pathway in line with the Elective Access policy.

PLEASE NOTE, WE MAY CLOSE THIS VACANCY EARLY IF WE RECEIVE A HIGH NUMBERS OF APPLICATIONS.

Main duties of the job

• Using the information in patient electronic system daily to complete the electronic outcome form ensuring that the outcome of the clinic attendance is recorded accurately and immediately in CareFlow
• Support in deliverance of Outpatient Clinic Trolleys to Outpatient Clinics
• To ensure that routine enquiries from patients about their appointments such as postponing, cancelling or rearranging are all dealt with professionally and immediately
• To ensure that all patients are received and directed to the appropriate waiting area or department, in a courteous and professional manner.
• Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover during its core hours.
• Maintain patient confidentiality at all times.
• Carry out any other duties, within the grade, as requested by the Reception Team Leader
• Post holder must be able to work on their own initiative when carrying out duties (Supervision is available as required)
• To ensure that patients demographic details are always kept up to date on the Patient Administration System (Careflow) system

Working for our organisation

Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.

Detailed job description and main responsibilities

Please refer to the attached Job Description and Personal Spec for more info

QUALIFICATIONS

Good standard level of education (2 GSCE’s or equivalent).
NVQ level 2 in Customer Service (or equivalent).

EXPERIENCE

Dealing with patients/general public face to face or working in a customer focused environment.

Using Patient Administration System (desirable) to input and update personal data

Working as part of a team in a busy environment

SKILLS
Numeracy skills and attention to detail

Excellent keyboard, IT and administrative skills.
Good customer care and verbal communication skills
Equivalent level of knowledge gained through experience

Person specification

Qualifications

• Good standard level of education (2 GSCE’s or equivalent).
• NVQ 2 or higher in Customer Services/Administration
• MS Word Qualification

Skills & Experience

• NHS experience

Customer Service

• Previous experience in a patient facing environment
• Previous experience in a customer service environment

Please note your application will be transferred from the NHS Jobs system to the internal Walsall Healthcare Trac System. All correspondence will be sent via Trac.

Sponsorship and Visas

We welcome applications from all candidates with the right to work in the UK, including those on Health and Care Visas, Graduate Visas, or other valid permissions. All candidates will be considered on equal terms.

This Trust currently recruits successfully from the domestic labour market and has a sufficient pool of suitably qualified candidates for Band 3 roles. Visa sponsorship is therefore not available for this role currently. Candidates who already hold the right to work in the UK, including those on an existing Health and Care Visa, Graduate Visa, or any other valid permission are welcome to apply and will be considered on equal terms. This position is reviewed regularly in line with Home Office guidance. Right to work will be verified at each stage of the recruitment and monitored throughout employment. All candidates who are offered a position will be required to provide evidence of their right to work in the UK as part of the pre-employment checks process. Where a candidates' right to work is derived from another person’s immigration permission, the Trust will discuss the implications of this with the candidate before a permanent post is confirmed, to ensure that both parties understand the terms on which employment can be sustained.

Recruitment and Selection Approach

In line with best practice and regulatory guidance, our selection process is fair, consistent and based on your ability to perform the role, contribute to the organisation and your potential for development.

What to expect:

Application screening: Your application will be reviewed against the person specification

Interview: Typically, a panel interview with competency-based and values-based questions

Assessment: Role-dependent assessments may include practical tasks or presentations

Timeline: We aim to complete the process within 47 days of the closing date. Recruitment Journey is attached to all live vacancies.

We are committed to making reasonable adjustments for disabled candidates at any stage. Please contact us to discuss your needs.

Employer certification / accreditation badges

You must have appropriate UK professional registration.

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.

Application numbers

Please note this vacancy may close early due to high volume of applications