Receptionist/Admin Support- Outpatients, Band 2 in Cheltenham

Main area Receptionist/Admin Support Grade Band 2

Contract: Fixed term: 6 months (FTC: 6 months)

Hours: Full time, Part time, Job share - 37.5 hours per week (This role can be offered as part time role or as job share for the right candidates)

Job ref: 318-26-T0057

Employer: Gloucestershire Hospitals NHS Foundation Trust

Employer type: NHS

Site: Community Diagnostic Centre

Town: Gloucester

Salary: £24,465 (pa pro rata if part‑time)

Salary period: Yearly

Closing: 02/02/2026 23:59

At Gloucestershire Hospitals, our people are at the heart of everything we do. As the county’s largest employer, we are proud to provide high‑quality acute, elective, and specialist services to more than 650,000 people across our county. Our care is delivered across Gloucestershire Royal, Cheltenham General and Stroud Maternity Hospital. With over 9,000 employees representing more than 95 nationalities, bringing together a mix of cultures and experiences to the care that we deliver.

Whether you’re beginning your NHS journey or looking to take the next step in your career, this is an exciting time to join us. We’re investing heavily in innovation, research, and transformation, with more than 100 active clinical studies and major developments underway across our hospitals. We take pride in working as one team, driven by a shared ambition to grow, develop, and continually improve. Every contribution is valued and by combining our collective strengths, we support not only our diverse communities but one another. You can expect a warm, supportive culture and colleagues who are passionate about teamwork, professional development and delivering exceptional care.

We offer structured development programmes, mentoring and leadership opportunities to help you progress in your career. We are committed to fostering an inclusive environment where everyone feels they belong. By joining our Trust, you will benefit from a comprehensive package that includes flexible working opportunities, generous annual leave, the NHS pension scheme, competitive bank rates, local discounts, access to on‑site nurseries, reduced public transport costs, reward and recognition schemes and a wide range of health and wellbeing initiatives.

Be part of Gloucestershire Hospitals, explore your future with us today.

Job overview:

• To provide an efficient and friendly service to all patients and visitors attending outpatient departments.
• To record patient attendance accurately and timely, in accordance with departmental policy.
• To ensure patient outcomes are actioned accurately and timely, in accordance with departmental policy.
• Where appropriate, make follow‑up appointment and any associated administration, without direct supervision.
• Support nursing team with organisation of return transport for patients attending appointments where appropriate.
• Ensure the professional image of the department and Trust is maintained at all times.
• Flexible approach to working hours to meet the demands of the service.
• Work closely with the Administrative Lead for delegation of day‑to‑day duties.
• To work in collaboration with the clinical and non‑clinical team members providing admin support such as stock ordering.
• You will also work directly with patients resolving their queries and recognise the importance of first‑class communication skills to achieve patient satisfaction.

The primary objective is to provide:

• Effective and timely resolution of queries received.
• To support the Trust in providing quality care to its patients.
• To work cross site support the OPD Team.

Main duties of the job:

• Ensure the timely and accurate update of Trak, to include liaising with and response to, the Information team, and their weekly reports.
• Undertake planned or ad hoc Audits, and provide reports to Assistant General Manager, as requested.
• Ensure compliance with Health and Safety requirements in area of responsibility.
• Any other duties as required, commensurate with the grade.
• Ordering of stock and keeping a log including ordering on P2P.
• Admin support to management team.
• Call patients following up / confirming their appointments.

Working for our organisation:

You will join a team working in the brand new purpose build Community Diagnostic Centre. You will be working both on the Reception desk to assist patients with booking in, queries and appointments as well as providing admin support to the multidisciplinary team working from the department. This is an exciting opportunity to be part of a new venture to offer the best possible Outpatient care to patients.

Detailed job description and main responsibilities:

• Provide efficient and courteous reception to patients.
• Check all demographics and update Patient Administration System in accordance with Trust policy, taking responsibility for patient confidentiality at all times.
• Inform patients of any delays affecting the smooth running of clinics, direct them to correct waiting area, or to other departments if pre‑appointment tests are required e.g. x‑ray.
• Make appropriate follow‑up, clearly communicating that to patient or populate pending list in accordance with clinician request.
• Deal with telephone callers professionally and timely.
• Flexibility with hours and working area to provide cover for colleagues across site and department when requested.
• Assist supervisor with on‑the‑job training for new staff.
• Complete all training in accordance with trust policy, this may mean off‑site attendance.
• Good working knowledge of trust Cancellation/DNA policy.
• Maintain a smart, professional appearance at all times, keep reception work area tidy, be familiar with Trust infection control policy.
• Deal efficiently and competently on a daily basis with complex administrative tasks often with tight deadlines.
• Being the first point of contact, provide non‑clinical advice and exercise own judgement when dealing with enquiries and independently communicate effectively on behalf of the team to service users and other professionals.
• Deal professionally and promptly with telephone enquiries, taking and processing messages accurately and maintaining confidentiality at all times as per the Message Taking Policy and ensuring standards for customer services excellence are met.
• Ensuring safeguarding correspondence and other sensitive data is processed and entered correctly and in a timely manner, always adhering to data protection regulations.
• Receive, sort and distribute internal and external mail, ensuring that important and sensitive information is brought to an appropriate person’s attention in a timely manner.
• Stationery and equipment management including ordering and monitoring supplies.
• Book and accurately record notes and actions of meetings.
• Attendance at departmental meetings.
• To undertake other administrative duties commensurate with this grade of post in agreement with the relevant line manager.
• Demonstrate daily duties to new starters and less experienced staff to support their induction.
• Have knowledge of the lone working policies and procedures and maintain team contact information.
• Complete the daily administrative functions.
• Assess and manage own workload under the supervision of the line manager.
• To highlight any risks, adverse events or near‑misses to the line manager.
• Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete and up to date.
• Ensure that all Trust wide standards are maintained and monitored to improve quality and total care to all who come in contact with the service.
• Ensure your work area and equipment is left in a good working condition on a daily basis.
• Assist in managing bookings – this involves ringing patients prior to appointments and moving requests off appointments for patients who cannot attend and document any changes on the Radiology booking system.
• Liaising with Radiology appointment team when necessary.

Person specification:

• Qualifications: GCSE English and Maths Grade C or above, or equivalent.
• Knowledge and awareness of health and safety issues, risk management and data protection act.
• Experience with dealing of public members.
• NVQ in Administration Level 3.

Experience, Skills and Knowledge:

• Experience of using own initiative, prioritising workload and utilising organisation skills.
• Previous experience working in a busy office environment.
• Able to communicate effectively with a diverse range of people.
• Excellent and accurate attention to detail.
• Diary management skills.
• Proven organisational and forward planning skills.
• Experience of data entry, maintaining databases and data validation of electronic records.
• Previous experience working in an NHS Department / knowledge of NHS systems.

Personal Qualities:

• Ability to multitask.
• Ability to use own initiative.
• Ability to prioritise workload and work to deadlines.
• Ability to work flexibly within a team.
• Motivated and innovative.
• Ability to deal with telephone calls/typing letters with potentially distressing or emotional content.

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received. You will only be contacted by the Recruitment Team via email if you are shortlisted for this post. Please ensure therefore that you check your e‑mail account regularly. If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.