Outpatients Administrator & Receptionist

London North West Healthcare NHS Trust; Greenhill; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare organization is seeking an outpatient administrator to manage patient attendances and assist in the reception area. Responsibilities include checking patients in, maintaining accurate records on the Trust EPR, and ensuring a hygienic reception environment. Strong communication skills and the ability to work independently are essential. The role offers the opportunity to support managers in developing a patient-focused service and maintaining high standards of care.

Qualifications

• Proven ability to communicate with patients and staff in a professional manner.
• Ability to maintain confidentiality in accordance with the Data Protection Act.
• Experience in handling office tasks efficiently and effectively.

Responsibilities

• Record outpatient attendances and cancellations on the EPR.
• Check in patients attending appointments in person.
• Maintain accurate patient information in Trust systems.
• Respond to patient inquiries and provide non-clinical advice.

Skills

Excellent written and verbal communication skills

Interpersonal skills

Problem-solving abilities

Tools

Trust EPR

Job description

Record and process all outpatient attendances, cancellations & DNAs on EPR within stipulated timeframes. Advise clinics of patients who are late arriving for their appointments. Book follow‑up appointments. File documents according to Information Governance policy. Maintain an uncluttered, tidy and hygienic reception area. Support Managers and Supervisors in developing a patient‑focused service. Communicate with patients, visitors and staff in a professional and courteous manner.

Responsibilities

• Record all outpatient attendances, cancellations and DNAs on the EPR within stipulated timeframes.
• Ensure that all patients attending in person are checked in.
• Keep patient information complete and up‑to‑date on the Trust ERS.
• Identify, investigate and correct EPR discrepancies, ensuring GP and personal contact details are accurate.
• Follow the appropriate processes for audit forms, walk‑in patients, booking of BSL interpreters and transport patients in line with Trust standards.
• Use excellent written and verbal communication and interpersonal skills to interact with patients, their carers, relatives, visitors and staff.
• Respond politely but firmly to antisocial behaviour and report and record any abuse, including verbal abuse.
• Answer all telephone calls within three rings and redirect queries to the appropriate person, sending messages via e‑mail where possible.
• Provide non‑clinical advice and guidance regarding appointments.
• Process patient data and appointments using the Trust EPR.
• Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act.
• Redistribute and file appropriate documents according to Information Governance policy.
• Maintain a tidy, hygienic reception area, including cleaning and wiping down protective screens, counter‑tops, work benches, electronic and telephonic equipment and printers.
• Complete day‑to‑day tasks promptly and efficiently, prioritising work without the need for direct supervision.
• Be a proactive problem solver and encourage team‑wide problem solving.
• Develop a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and outcomes processes.
• Ensure the regular maintenance of equipment and report problems to relevant departments and managers.
• Complete staff surveys and audits.
• Maintain grooming and dress standards in accordance with departmental/Trust policy.
• Assist in supporting and mentoring new team members.
• Attend annual appraisals and review objectives regularly.
• Attend, complete and apply all mandatory training.
• Support the Service Manager and Supervisors in developing a patient‑focused service.