Outpatient Receptionist

We are looking to appoint an Outpatient Receptionist to support a diverse range of specialty clinics in our Outpatients Department. The role requires patient‑focused administrative support, effective communication with patients and multidisciplinary teams, and the ability to thrive in a busy environment.

Main duties of the job:

• Greet and assist patients, visitors and staff in a polite, courteous and friendly manner.
• Verify and update patient demographics on EPR during booking or query.
• Record appointment outcomes on EPR (Medway System) immediately after the clinic and raise any issues.
• Allocate follow‑up appointments according to Medway clinic profiles and raise potential target breaches to a supervisor.
• Book interpreters and provide patients with necessary information and explanatory leaflets.
• Send appointment letters and information leaflets for specialist clinics.
• Take action for patients who have not attended appointments, notifying patients, GPs and referrers when appropriate.
• Support preparation of notes for clinics.

Detailed job description and main responsibilities:

• Participate in duty rotation as required.
• Notify medical records of deceased patients by completing the RIP form.
• Ensure patient data accuracy in manual and computerised systems following agreed policies.
• Perform general administrative work related to outpatient reception management to expected standards.
• Carry out other duties within the grade as requested by line manager.
• Respond to queries and complaints from patients, managers or clinicians, escalating serious issues to the appropriate manager.
• Handle all communication confidentially and discreetly, respecting patient and staff confidentiality.
• Maintain compliance with all Trust policies and attend required training for new procedures.
• Notify supervisor of any problems or queries.
• Attend and participate in regular team meetings for the Outpatient Department.
• Prioritise and complete daily tasks within agreed timeframes independently.
• Inform PPC teams of changes to patient appointments as necessary.

Person specification:

Education / Qualifications: Educated to GCSE level (or equivalent) in English and Maths.

Skills & Abilities:

• Excellent interpersonal skills.
• Ability to work in a team and independently (with supervision).
• Ability to organise and prioritise workload.
• Basic IT skills; able to use Trust IT systems.
• Adherence to agreed standards and procedures.
• Remain calm in crisis situations and handle distressing encounters.

Knowledge & Experience:

• Experience within the NHS involving patient contact and scheduling of appointments or similar.
• Basic understanding of data protection laws.
• Knowledge of equality and diversity principles.
• Experience with Patient Administration Systems (PAS).

Personal Qualities:

• Problem‑solving ability.
• Enthusiastic, positive “can‑do” approach.
• Initiative and willingness to learn.
• Ability to meet deadlines.

Other:

• Good punctuality record.
• Good health and attendance record.
• Ability to work flexibly.

Safeguarding children and adults:

• Comply with London Child Protection Procedures and protocols.
• Comply with London Multi‑Agency Safeguarding Vulnerable Adults Pan‑London Procedures.
• Adhere to local protocols for information sharing and safeguarding.
• Know appropriate contact numbers and reporting lines.
• Participate in required training and supervision.
• Follow professional boundaries and codes of conduct.

Employment terms: Full‑time permanent contract. Hours: 37.5 hours per week (8:45‑17:00). A 6‑month probationary period applies to all staff. Candidates must have the right to work in the United Kingdom or meet the UKVI skilled worker visa requirements. Applications are also welcome from individuals seeking job share or flexible patterns. The Trust is committed to equal opportunities.

EEO statement: Whittington Health serves a richly diverse population and is committed to fair, transparent recruitment and equal opportunities for all applicants. We encourage applications from people of all ages, disabilities, gender, marital status, pregnancy, maternity, race, sexual orientation, religion or belief, and other protected characteristics.