Receptionist/Administrator

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

Job summary

A leading healthcare organization in London is seeking candidates for a role focused on managing outpatient attendances, ensuring accuracy of patient records, and effectively communicating with various stakeholders. The ideal candidate should possess excellent communication skills, be adaptable, and handle enquiries professionally.

Responsibilities

• Record outpatient attendances, cancellations, and DNAs on EPR.
• Analyse patient pathways vs outcomes and raise issues.
• Ensure information completeness for in-person patients.
• Correct EPR discrepancies and verify contact details.
• Follow processes for audit forms and transport patients.

Job description

Responsibilities

• Record all outpatient attendances, cancellations and DNAs on EPR within stipulated timeframes.
• Analyse patient pathways vs outcomes and raise issues to the relevant clinical or non‑clinical staff when earlier appointments or diagnostics are required to meet RTT targets.
• Ensure that all patients attending in person are checked in and patient information is complete and up to date on the Trust ERS.
• Identify, investigate and correct EPR discrepancies, ensuring GP and personal contact details are accurate and up to date.
• Follow appropriate processes for audit forms, walk‑in patients, booking BSL interpreters and transport patients in line with Trust standards.
• Use excellent written and verbal communication and interpersonal skills to interact with patients, carers, relatives, visitors and staff.
• Communicate effectively using all available forms of communication.
• Be a calm, supportive, flexible and adaptable member of the team.
• Deal with enquiries in a professional and co‑operative manner.
• Respond politely but firmly to antisocial behaviour and report and record any abuse, including verbal abuse.
• Answer all telephone calls within 3 rings, redirect queries to the appropriate person, use available information and initiative, and send messages via email where possible.

All posts working with vulnerable groups will be subject to an enhanced criminal records check upon appointment. Staff must consent to allow the Trust to receive regular updates on their criminal records status throughout employment.

As part of our commitment to Equality and Diversity at LNWUH, we encourage applications from BME (Black Minority Ethnic) candidates to ensure our workforce reflects the diversity of the communities we serve.