Patient Experience Coordinator

Princess Alexandra Hospital; Harlow; On-site; GBP 19,000 - 23,000; Full time

Job summary

Princess Alexandra Hospital NHS Trust is seeking a proactive receptionist to provide a professional, patient-focused front desk service across our sites in West Essex. The role includes managing patient appointments, maintaining confidentiality, and delivering high-quality customer care.

You will travel between sites as needed and handle challenging interactions with professionalism. The successful candidate will support booking processes, communicate clearly with patients and staff, and help

Qualifications

• Experience in NHS reception or customer service.
• Strong communication abilities and data protection awareness.
• Ability to manage front desk tasks across multiple sites.

Responsibilities

• Provide a professional, customer-centred reception service to patients at the Princess Alexandra Hospital NHS Trust across sites.
• Deliver a Patient Appointment Service that meets KPIs and ensures high standards of care.
• Communicate politely and efficiently with patients, relatives and staff face-to-face and by phone.
• Maintain patient confidentiality and adherence to data protection requirements.
• Ensure booking processes are accurate, timely and properly documented.
• Contact and manage DNA patients; maintain spreadsheets for DNA management.
• Be able to travel between St Margarets Hospital, Bishops Stortford and Princess Alexandra Hospital as needed.
• Remain calm and professional when patients are frustrated and escalate issues to managers when required.
• Support referrals, clinic entries, and post-appointment follow-ups as part of outpatient operations.

Skills

Customer service

Communication skills

Data protection awareness

Booking systems

Team player

Calm under pressure

Front desk operations

Job description

Princess Alexandra Hospital NHS Trust is seeking a proactive receptionist to provide a professional, patient-focused front desk service across our sites in West Essex. The role includes managing patient appointments, maintaining confidentiality, and delivering high-quality customer care.

You will travel between sites as needed and handle challenging interactions with professionalism. The successful candidate will support booking processes, communicate clearly with patients and staff, and help