Receptionist

MAIN PURPOSE OF POST The Receptionist provides front-line administrative support for the Renal and Transplant Outpatient service. Key responsibilities include welcoming patients, managing check-in processes, scheduling and confirming appointments, and ensuring accurate data entry into clinical systems. The role is critical for maintaining patient flow, reducing waiting times, and supporting clinicians by coordinating essential information. Strong communication skills, attention to detail, and the ability to work in a fast-paced environment are essential to deliver a positive patient experience and meet national access standards. RESPONSIBILITIES: Reception & Patient Interaction Greet patients and visitors in a pleasant and professional manner, always ensuring compassionate excellence. • Ensure patients are kept informed of waiting times for outpatient and diagnostic appointments, advising of any delays or issues as they arise. • Communicate politely and effectively with patients, carers, and healthcare staff, responding to enquiries in person, by phone, and via email. • Convey any changes to appointments sensitively, providing clear explanations and reassurance. • Provide appropriate information and instructions to patients, carers, and staff regarding clinic processes and procedures. Appointment & Procedure Management • Check in and check out all outpatient and diagnostic appointments on EPR, recording the appropriate outcome and 18-week RTT status. • In agreement with the patient, book follow-up appointments as indicated by the clinic outcome form prior to the patient leaving the service. • Appropriately action any patients who did not attend (DNA) or cancel their appointment on the day, liaising with the clinician concerned and booking a replacement appointment as necessary. • Liaise with the multidisciplinary team to assist in prioritising clinical procedures and outpatient appointments. • Ensure all appointments are coded correctly to secure Trust income and generate full patient clinic lists at least 24 hours prior to clinic. Administrative & Data Management • Maintain accurate records for clinic activity and performance reporting. • Scan and file medical reports and results promptly within patient records. • Sort incoming post and take appropriate action. • Arrange patient transport and interpreters where required, following Trust protocols. • Support compliance with RTT and other national and local access standards. Operational Support & Team Development • Ensuring smooth patient flow and accurate record-keeping. • Assist with resolving scheduling conflicts and managing urgent changes. • Contribute to service improvement initiatives, policy development, and patient/staff surveys. • Participate in mandatory training, including 18-week pathway management. • Assist in training new and temporary staff and demonstrate skills to junior colleagues when appropriate. • Maintain confidentiality of all patient information and adhere to data protection regulations. • Promote and maintain personal and team development. General Duties 19. Demonstrate high levels of customer care and act as an ambassador for customer service within the Trust. 20. Provide a robust administration function that underpins the delivery of a high-quality service and maintain effective working relationships with clinical, nursing, and administrative staff. 21. Answer all telephone calls in a timely manner and action as appropriate. 22. Always maintain patient confidentiality. 23. Be flexible in approach to work, including covering other roles at an appropriate grade or site, and varying working hours to ensure service cover between 08:00 and 17:00. 24. Book interpreters and patient transport in line with local processes and CCG guidelines. 25. Use Trust IT systems (EPR, PACS, etc.) as required to register patients, make outpatient appointments and check in/out appointments. 26. Take responsibility for incoming correspondence and distribute appropriately to clinical and administrative staff. 27. Assist with processing new referrals on Choose and Book when required. 28. Undertake any other duties requested by the Access Team Leader or Service Delivery Manager appropriate to the grade. Operational Support & Team Development 29. Participate in mandatory training, including 18-week pathway management. 30. Assist in training new and temporary staff and demonstrate skills to junior colleagues when appropriate. 31. Contribute to service improvement initiatives, policy development, and patient/staff surveys. 32. Promote and maintain personal and team development. Job description Job responsibilities MAIN PURPOSE OF POST The Receptionist provides front-line administrative support for the Renal and Transplant Outpatient service. Key responsibilities include welcoming patients, managing check-in processes, scheduling and confirming appointments, and ensuring accurate data entry into clinical systems. The role is critical for maintaining patient flow, reducing waiting times, and supporting clinicians by coordinating essential information. Strong communication skills, attention to detail, and the ability to work in a fast-paced environment are essential to deliver a positive patient experience and meet national access standards. RESPONSIBILITIES: Reception & Patient Interaction Greet patients and visitors in a pleasant and professional manner, always ensuring compassionate excellence. • Ensure patients are kept informed of waiting times for outpatient and diagnostic appointments, advising of any delays or issues as they arise. • Communicate politely and effectively with patients, carers, and healthcare staff, responding to enquiries in person, by phone, and via email. • Convey any changes to appointments sensitively, providing clear explanations and reassurance. • Provide appropriate information and instructions to patients, carers, and staff regarding clinic processes and procedures. Appointment & Procedure Management • Check in and check out all outpatient and diagnostic appointments on EPR, recording the appropriate outcome and 18-week RTT status. • In agreement with the patient, book follow-up appointments as indicated by the clinic outcome form prior to the patient leaving the service. • Appropriately action any patients who did not attend (DNA) or cancel their appointment on the day, liaising with the clinician concerned and booking a replacement appointment as necessary. • Liaise with the multidisciplinary team to assist in prioritising clinical procedures and outpatient appointments. • Ensure all appointments are coded correctly to secure Trust income and generate full patient clinic lists at least 24 hours prior to clinic. Administrative & Data Management • Maintain accurate records for clinic activity and performance reporting. • Scan and file medical reports and results promptly within patient records. • Sort incoming post and take appropriate action. • Arrange patient transport and interpreters where required, following Trust protocols. • Support compliance with RTT and other national and local access standards. Operational Support & Team Development • Ensuring smooth patient flow and accurate record-keeping. • Assist with resolving scheduling conflicts and managing urgent changes. • Contribute to service improvement initiatives, policy development, and patient/staff surveys. • Participate in mandatory training, including 18-week pathway management. • Assist in training new and temporary staff and demonstrate skills to junior colleagues when appropriate. • Maintain confidentiality of all patient information and adhere to data protection regulations. • Promote and maintain personal and team development. General Duties 19. Demonstrate high levels of customer care and act as an ambassador for customer service within the Trust. 20. Provide a robust administration function that underpins the delivery of a high-quality service and maintain effective working relationships with clinical, nursing, and administrative staff. 21. Answer all telephone calls in a timely manner and action as appropriate. 22. Always maintain patient confidentiality. 23. Be flexible in approach to work, including covering other roles at an appropriate grade or site, and varying working hours to ensure service cover between 08:00 and 17:00. 24. Book interpreters and patient transport in line with local processes and CCG guidelines. 25. Use Trust IT systems (EPR, PACS, etc.) as required to register patients, make outpatient appointments and check in/out appointments. 26. Take responsibility for incoming correspondence and distribute appropriately to clinical and administrative staff. 27. Assist with processing new referrals on Choose and Book when required. 28. Undertake any other duties requested by the Access Team Leader or Service Delivery Manager appropriate to the grade. Operational Support & Team Development 29. Participate in mandatory training, including 18-week pathway management. 30. Assist in training new and temporary staff and demonstrate skills to junior colleagues when appropriate. 31. Contribute to service improvement initiatives, policy development, and patient/staff surveys. 32. Promote and maintain personal and team development.