Reception
The Outpatient Reception staff are the first point of contact for patients attending any of the Trust’s clinics and staff are expected to demonstrate a high level of professionalism when greeting patients, checking them in for their appointment and answering any queries or questions. Approximately 6500 follow‑up outpatient appointments are booked through the department and over 10,000 patients are checked in each month.
Based on departmental staffing levels, and the needs of the service it may be necessary to visit one of the other trust sites.
- To liaise with patients, relatives, clinicians and medical secretaries in all departments throughout the Trust to ensure that a high quality service is provided to all users.
- To communicate effectively (both verbally and non‑verbally) with patients
- To work in a sometimes challenging environment involving patients who may be highly distressed
- To ensure that data protection, patient confidentiality and other applicable requirements are adhered to at all times
- To receive and answer telephone calls from patients, relatives, GPs and other sources outside of the Trust, and respond to emails and faxes from patients and other staff members
- To ensure excellent communications and customer care at all times
CUSTOMER CARE FOR PATIENTS AND/OR SERVICE USERS
- To greet patients, check and update demographics and direct patients to appropriate areas and elevate any issues to the Supervisor
- Maintain confidentiality of patients and abide by the Trust’s policies and procedures.
- Uphold the Trust’s values and adhere to our Mission Statement CARE and use these values throughout your employment.
- To be polite and professional and provide first class customer care at all times.
COMMUNICATION
- Communicate with all stakeholders to ensure the smooth running of outpatient clinics and the following of appropriate patient pathways
- To liaise with Specialty Coordinators / GP surgeries / Dental practices in order to promote good and efficient lines of communication.
- To work as an effective, responsible team member, supporting each other, highlighting issues and potential solutions. To contribute to team and departmental discussions in order to develop and modernise the service.
PLANNING AND ORGANISATION
- To work under pressure, flexibly, independently and as part of a team.
- To ensure all work is prioritised and handled within agreed time scales.
This advert closes on Sunday 26 Apr 2026
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