Receptionist / Admin Support - Therapy Services

George Eliot Hospital NHS Trust; Nuneaton; On-site; GBP 23,000 - 28,000; Part time

Benefits offered by this job

On-site nursery

27 days annual leave + bank holidays

Cycle to work scheme

Flexible working

In-house training and development

Buying/selling of annual leave

Subsidised restaurant

Tranquillity garden

Subsidised on-site parking

Job summary

George Eliot Hospital NHS Trust is seeking a Receptionist and Admin Support for Therapy Services in Nuneaton. The role is part-time (30 hours per week) with a permanent contract. Salary is £25,272 per annum pro rata, with a varied shift pattern across weekdays.

Experience in NHS reception and data handling is desirable, with a focus on patient service and confidentiality. The post involves coordinating appointments, maintaining records, and supporting Therapies staff.

Qualifications

• Experience of reception work or customer service
• Ability to use computers, phone and email with accurate data entry
• Calm, professional manner under pressure
• Functional Skills Level 1 in English and Maths (or equivalent)

Responsibilities

• Greet and check in patients and visitors
• Book, change and cancel appointments by phone, face-to-face or letter
• Manage patient records with confidentiality and accuracy
• Arrange transport and liaise with ambulance services as needed
• Handle post, messages and general admin tasks
• Open/close department and manage daily clinic lists

Skills

Reception experience

Customer service

Data entry

Computer literacy

Education

GCSE English & Maths

Job description

Receptionist / Admin Support - Therapy Services

NHS AfC: Band 2

Main area Administrative support Grade NHS AfC: Band 2 Contract Permanent Hours Part time - 30 hours per week (Mon 12:00-17:00, Tue 07:45-16:00, Thu 09:00-18:00, Fri 07:45-17:00. Wednesdays off.) Job ref 230-52728197-OOH-B

Site Therapy Services, George Eliot Hospital Town Nuneaton Salary £25,272 per annum pro rata Salary period Yearly Closing 13/11/2026 23:59

George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.

The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.

Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join#TeamEliot.

Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.

We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further.

We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.

Job overview

PLEASE NOTE: This role is not eligible for current or future visa sponsorship

Receptionist / Admin Support - Therapy Services

30 hours per week (Shift Pattern below)

Permanent

Closing Date: Friday 13th November 2026

Interview Date: TBC

This post may close early due to high numbers of applications, so you are advised to apply promptly.

All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.

A great and friendly place to work, so bring your passion, commitment and expertise and enjoy the opportunities to make a difference every day.

We welcome applications from the Armed Forces Community – get in touch to find out more

Shift Pattern:

• Monday: 07:45am – 16:00pm
• Tuesday: 12:30pm – 17:30pm
• Wednesday: Day off
• Thursday: 09:00am – 18:00pm
• Friday: 07:45am – 17:00pm

Main duties of the job

What you will be doing

• Welcoming patients and visitors, checking them in.
• Booking, changing and cancelling physiotherapy and occupational therapy appointments by phone, face to face and letter.
• Filling gaps in clinics so patients are seen sooner, and letting therapists know about late or unexpected arrivals.
• Allocating new referrals and keeping patient records accurate and confidential.
• Arranging patient transport and porters, and liaising with the ambulance service.
• Answering calls and emails, taking clear messages, and handling post, scanning and filing.
• Checking each day's clinic lists, and opening or closing the department depending on your shift.

What we are looking for

• Experience of reception work, booking appointments or customer service.
• Confidence using a computer, phone and email, with accurate data entry.
• A calm, friendly and professional manner, including when the office is busy.
• Functional Skills Level 1 in English and maths, GCSE English and maths (A–D / 3–9), or equivalent.

Experience of the NHS or the Lorenzo system is a bonus, not a requirement. In your application, please show how you meet each point in the person specification.

Working for our organisation

Here at George Eliot our vision to 'excel at patient care' takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:

Effective Open Communication

xcellence and safety in everything we do

Challenge but support

Expect respect and dignity

Local health that inspires confidence

• On-site nursery
• 27 days minimum annual leave plus bank holidays
• cycle to work scheme
• flexible working
• in house training and development
• buying and selling of annual leave
• subsidised restaurant
• tranquillity garden
• generous subsidised on-site parking

Detailed job description and main responsibilities

To efficiently undertake basic administration and reception duties including:

• Provide a high-class reception service to all users of Therapy Services
• Provide general office and administration support to Therapy Services (the clinical staff, Managers and Clinical Assistants).
• Using the hospital computer system, make appointments for Therapy staff. This will involve having knowledge of the grade and speciality of the available therapists, and the locations where treatment is available, i.e. hospital or outreach clinics/surgeries. Appointments will be made by telephone, face to face or by letter, and involves understanding of the type of booking in line with hospital policy. Patient’s personal details should be registered or altered on the system as necessary. Computer generated appointment letters are printed off on a daily basis and put into the post.
• To allocate all new referrals received by post or electronically to the appropriate place, based on the diagnosis written on the referral
• To ensure that all vacant appointment spaces are filled, contacting patients by telephone to fill gaps as necessary
• To send out letters to GP referred patients containing appointments
• To re-arrange or cancel appointments as required by telephone or letter, sometimes at short notice, due to therapist absence
• Photocopy, print and scan documents as requested to a high standard.
• Deal with incoming and outgoing post and carry out filing.
• Receive visitors to the department in a professional and courteous manner.
• Assist visitors by providing information and responding to routine queries.
• Make and receive telephone calls in a professional and courteous manner.
• Communicate with departments or individual staff members by telephone, email or in person, answering queries relevant to Therapy Services.
• Take clear, accurate messages and ensure these are passed on to the appropriate person.
• On a daily basis, to sort all post arriving for Physiotherapy, Occupational Therapy (OT) and Speech and Language Therapy (SALT), and distribute it to the appropriate place/person.
• To open and date-stamp general un-named physiotherapy post and distribute it as appropriate.
• Support the Therapy team to maintain accurate, timely and legible records.
• To check each printed clinic list against the computer each day, for any last-minute amendments affecting the following day. Amended lists to be given to each Therapist as well as for Reception.
• To ensure all patients are accounted for on the system for each clinic at the end of the day, obtaining outcome information from the therapists if this has not been provided.
• To greet and check in patients against the appropriate clinic list on arrival.
• To monitor the safety, comfort and security of patients/visitors in the waiting room, and to bring any concerns to the attention of a Senior Therapist.
• To arrange a drink and/or sandwich for ambulance patients having delayed return home, in accordance with departmental policy, and if necessary, arrange for them to be collected from another area.
• To inform the therapist if a patient arrives late or on the wrong day for an appointment, and to rearrange if necessary.
• To arrange ambulance transport for patients at the discretion of the therapist. This is an online booking system. Liaise with the Ambulance Service by telephone with regard to late arrivals or departures.
• To contact a therapist or therapy assistant when a patient presents in the department for a walking aid, or if a patient in the waiting room requires other assistance i.e. to use the toilet.
• To arrange for a porter to collect or return patients to other departments.
• At the request of the therapists, to contact other departments, e.g. Estates Department, IT, to report faults/defects, hospital call centre to expedite patient consultant appointments.
• At the request of the therapists, to obtain patients medical notes by tracking them in and out on the computerised system.
• To ensure that the reception area is kept tidy and stationery/paperwork is replenished from the store or by photocopying as necessary.
• Depending on start and finish times, to collect the department keys and open up the department or close up the reception area at the end of the day and ensure all departmental computers are switched off. As necessary to secure the department by closing all windows and inside doors, locking outside doors and returning the keys.

Communication and Relationship Skills:

• Provide excellent customer service both written and verbal in person, by telephone and email using tact, discretion and sensitivity.
• Talk to colleagues and visitors to the department in a courteous manner both in person and on the telephone ensuring they receive a friendly and helpful service.
• Keep accurate, complete records consistent with legislation, policies and procedures.
• Ensure confidentiality of both written and verbal information.
• Display a professional attitude at all times.
• Able to provide information to new starters and staff on learning programmes.

Knowledge, Training and Experience:

• Use programmes for making and changing appointments, completing word documents and entering data into spreadsheets.
• Take responsibility for personal performance and own development needs.
• Seek to improve administration skills and understanding of the Therapy Services.
• Participate in the annual appraisal and development review process and work towards agreed objectives.
• Maintain 100% compliance with statutory and mandatory learning.
• Adhere to Trusts policies, procedures and guidelines.

Analytical and Judgemental Skills:

• Use own judgement and problem solve as appropriate, referring to the appropriate person when necessary.
• Demonstrate an energetic, dynamic and positive approach to challenging situations.

Planning and Organisational Skills:

• Work within the limits of own competence and responsibility and refer issues beyond these limits to appropriate person.
• Able to work independently in organising own time and workload to meet deadlines.
• Attend and take part in team meetings and regular reviews with line manager.
• Be a flexible and supportive member of the team.

Physical Skills:

• Able to input data into electronic or paper-based systems.
• Able to move tables, chairs and equipment in Therapy Services.
• Able to assist with the movement of other equipment within Therapy Services.
• Able to shelve books and tidy bookshelves.

Special Requirements

• This post requires the post holder to be able to work flexibly to ensure the needs of the service are met.The above duties and responsibilities are intended to represent current priorities and are not meant to be a conclusive list as the role will inevitably vary and develop over time. The post-holder may from time to time be asked to undertake other reasonable duties. Any changes will be made in discussion with the post-holder in the light of service needs.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.

Person specification

Experience and Knowledge

• Previous experience of reception duties/booking appointments
• Experience of providing customer service
• Experience of using a computer in a work environment
• Experience of using telephone and email in an office environment
• Experience of inputting data into access data bases/exel
• Previous experience of working within the NHS
• Experience of using Lorenzo system

Qualification a nd Professional Training

• Functional skills maths and English level 1 OR GCSE Enaglish and maths A-D3-9 grade or equivalent

Skills and Abilities

• Good written and oral communication skills
• Good interpersonal skills
• Ability to communicate with staff at all levels and maintain good working relationships
• Ability to work under pressure to meet required deadlines
• Able to produce clear, well-presented documents and letters
• Able to move equipment
• Able to maintain confidentiality of information at all times
• Able to recognise when to ask for help
• Able to manage own time
• Able to work independently and as part of a team
• Previous working with Lorenzo computer system

Personal Qualities

• A positive 'can do' attitude to change and flexible working practices to meet chnaging service and demands of a very busy office
• Ability to deal with stress and stressful situations
• Ability to concentrate despite interruptions in a busy office
• Flexible and adaptable to meet the service needs
• Diplomatic and sensitive to other needs
• To follow the Trusts values of EXCEL and COMPACT
• Team player
• Good timekeeper
• Able to attend external meetings occasionally

Other

• Able to commit to flexible working and weekend working (as required)

George Eliot Hospital NHS Trust utilises a third party recruitment system (TRAC). When applying via NHS Jobs, your submitted application will be imported into TRAC where all subsequent information regarding your application will be generated. You will not be able to track the progress of your application or receive messages via the NHS Jobs website. Furthermore, as an employer, we will not be able to respond to any emails/messages sent to us via the NHS Jobs website.

By applying for this post you are consenting to George Eliot Hospital NHS Trust transferring the information contained in this application to its preferred applicant management system, TRAC.

The Job application data you provide will be used to assess your application for employment at GEH, to verify your information and conduct reference checks, and to communicate with you. If you accept employment with GEH, the information collected will become part of your employment record and will be used for employment purposes.

All information provided will be used for recruitment purposes only and processed in a lawful, fair and transparent manner.

Other:

The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is a mandatory requirement for all newly appointed staff to complete a Disclosure and Barring Service application.

In response to NICE guidance and to support the reduction of health harm from tobacco, the Trust has a smoke-free site policy which applies to anyone on Trust sites. Staff who smoke will be supported to quit or not smoke whilst on Trust sites.

George Eliot Hospital NHS Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees as they are at the heart of our patients journey. Our aim is to ensure that employees are equally valued, respected, empowered and included within an organisation that is representative of all members of the community. We define diversity as valuing everyone as an individual – taking pride in that we value employees, job applicants, students, volunteers, patients and visitors as people. This is reflected within our excel behaviours with a vision to create a workplace that represents a culture of kindness, joy and inclusion.

Employer certification / accreditation badges

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

Name Tracey Hunt Job title Team Lead -Administration Email address [e-mail] Telephone number 02476 865036 Additional information

Alternative contact:

Alex Sinclair: [e-mail]