Receptionist / Admin Support - Therapy Services

George Eliot Hospital NHS Trust; Nuneaton; On-site; GBP 14,000 - 18,000; Part time

Job summary

George Eliot Hospital NHS Trust in Nuneaton is recruiting a Receptionist / Admin Support for Therapy Services. The role is 30 hours per week, permanent, with a shift pattern to cover mornings and early evenings. Closing date is 13 November 2026. Interview date is TBC. All correspondence for this vacancy will be sent by email.

A great and friendly place to work with opportunities to make a difference each day, and a chance to support the therapy team in a busy hospital environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Reception experience

Customer service

Data entry

Computer literacy

Telephone & email

Confidentiality

Teamwork

Education

Functional skills maths and English level 1

GCSE English and maths A-D

Tools

Lorenzo system

Hospital computer system

Job description

Receptionist / Admin Support - Therapy Services

**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

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 - 16:00pmTuesday: 12:30pm - 17:30pmWednesday: Day offThursday: 09:00am - 18:00pmFriday: 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.

About us

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

excellence and safety in everything we do

Challenge but support

Expect respect and dignity

Local health that inspires confidence

Benefits: 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 and generous subsidised on-site parking.

Job 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. Patients 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.

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 chnanging 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)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.