Receptionist, Outpatients Department

University Hospitals Coventry and Warwickshire; Coventry; On-site; GBP 21,000 - 25,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a proactive receptionist to join the Outpatients team. The role involves greeting patients and visitors, handling routine enquiries, and ensuring accurate data entry and appointment coordination.

You will coordinate with clinicians and support services, help arrange transport and interpreters, and maintain confidential patient information in line with trust guidelines.

Qualifications

• Experience in patient-facing reception or front-of-house roles.
• Excellent communication and interpersonal skills.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Greet and welcome visitors at the Outpatients reception in a courteous and professional manner.
• Answer routine enquiries, resolve simple issues, and refer complex queries to appropriate colleagues.
• Maintain computerised information systems; update patient records and track attendances.
• Book ambulance patients and arrange transport back to the department as needed.
• Arrange interpreters using the Language Line service for future appointments.
• Liaise with internal and external teams to ensure records and documentation are prepared for appointments.
• Notify patients of appointments, reschedule when required, and support the scheduling process.
• Provide cover for team members and support new staff in standard departmental procedures.

Skills

Customer service

Communication

Calm under pressure

Job description

• Welcome, receive and greet all visitors to the area, providing the first point of direct contact for all service users, resolving routine enquiries and complaints professionally in accordance with local standards and procedures, and referring other queries to relevant colleagues where appropriate.
• Collate information generated by others in order to maintain computerised information systems, ensuring that data is accurately recorded and updated as required. Provide accurate data as requested by other members of the multi-disciplinary team.
• Keep up-to-date and accurate accounts on computer system of all attendances making any alterations necessary, e.g. Changes of patient's name and address, etc.
• Track notes in and out of the department on computer system.
• Implement and maintain manual and electronic information and filing systems.
• Booking ambulance patients in and back out through the Patient Transport Services.
• Booking interpreters required for future appointments through the Language Line service.
• Liaise with internal and external areas to ensure that all health records, referrals and relevant documentation are available and prepared for clinic, to enable all planned patient appointments to take place.
• Distribute referrals to appropriate consultant for prioritisation; facilitate the booking process in accordance with local and national targets. To notify patients of their appointments and reschedule as required.
• Undertake any other tasks relevant to the post as required in accordance with the grade and nature of the post.
• Support new team members by demonstrating and explaining routine dept practices and procedures.
• Provide appropriate cover in the absence of other members of the team.

  We are seeking an enthusiastic and positive individual to join our team of receptionists within Outpatients at University Hospital.

As the first face many patients will see when they enter our hospital we are looking for candidates that are calm under pressure and can communicate well with patients and relatives, demonstrating our UHCW values and setting the standard for further patient experience.

Successful applicants will be required to provide an immunisation and vaccination report, from either their current UK occupational health provider or their UK GP.

To provide comprehensive and confidential administrative and clerical activities to meet the needs of the reception in accordance with departmental and Trust guidelines, policies or procedures.

To effectively communicate related information and advice regarding the reception in order to enable the multi-disciplinary team to achieve operational excellence.

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence® designated organisation - please click the link for further details about this prestigious award.

Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities.

There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society.

We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care.

We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.