Receptionist

University Hospitals of North Midlands NHS Trust; Stoke-on-Trent; On-site; GBP 20,000 - 25,000; Full time

Job summary

University Hospitals of North Midlands NHS Trust seeks a Receptionist to support the Outpatient department. You will facilitate patient journeys, manage appointments, and ensure data accuracy using various Trust systems. Join a leading NHS Trust committed to inclusive career development and outstanding patient care.

Benefits

Wide range of development packages

Culture of inclusion and equal opportunities

Qualifications

• Ability to handle telephone and face-to-face inquiries.
• Knowledge of outpatient procedures and systems like Choose and Book.
• A positive and patient-focused attitude.

Responsibilities

• Greet patients and facilitate their journey through the outpatient department.
• Handle queries and appointment bookings efficiently.
• Maintain health records and Trust systems accurately.

Skills

Communication

Problem Solving

Data Management

Tools

Choose and Book

Savience

iPortal

Filefast

Job description

University Hospitals of North Midlands is currently unable to provide sponsorship for Band 2 and Band 3 roles. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role; however, UHNM will be unable to offer sponsorship at the end of your graduate visa. You must also have at least six months remaining on your visa at the start of employment for training and operational reasons.

Previous applicants need not apply.

To welcome patients, carers, relatives, visitors, and other healthcare staff to the Outpatient department in a polite, courteous, and professional manner. To ensure a patient-focused approach at all times, greeting patients with a smile. To facilitate the patient journey from receipt of referral letter to appointment in clinic and any follow-up appointments, ensuring it is efficient and effective. This includes the use of all Trust systems such as Choose and Book, Savience, iPortal, Filefast, and others to ensure a smooth pathway and accurate data collection.

• Undertake reception duties, handling telephone and face-to-face enquiries from patients, wards, and departments, referring to a supervisor when necessary. Notify patients of any delays in clinics.
• Handle appointment queries, providing factual routine information to patients, relatives (with consent), and internal/external bodies.
• Promote the use of the self-check-in system Savience, escalating issues to the Systems Administrator as needed.
• Complete outcome forms and arrange follow-up appointments as necessary.
• Gain knowledge of outpatient procedures.
• Book appointments appropriately on systems like Choose and Book, Careflow/CRIS.
• Assist patients with understanding barriers and questions.
• Maintain Trust systems including E-referral, Savience, iPortal, and Filefast.
• Ensure health records are complete for clinics and provide necessary information for patient pathway and coding.
• Answer patient and relative queries via telephone, ensuring demographic data accuracy.
• Resolve issues related to appointments, clinics, directions, or general inquiries.
• Record information for appointment changes or cancellations and booking into clinics.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country, serving around three million people across two sites: Royal Stoke in Stoke-on-Trent and County Hospital in Stafford. We are proud to be the specialist centre for major trauma for the North Midlands and North Wales.

All employees contribute significantly regardless of role. We offer a wide range of development packages aimed at helping staff fulfill their potential. We foster a culture of inclusion, providing equal opportunities for career development in a fair and transparent manner. We are committed to diversity and inclusion, ensuring all staff feel valued and respected.

Investing in staff directly impacts the quality of care we deliver. Our employees are as vital as our patients and the communities we serve.

For further details or informal visits, please contact:

• Name: Chabala Kapoya
• Job Title: Reception Supervisor
• Email: [e-mail]
• Telephone: [phone]

Additional contacts:

• Colleen Johnson - 01782 676154
• Chabala Kapoya - 01782 676154