Receptionist, Administrative​/Clerical

Responsibilities

We are seeking a friendly, motivated and highly organised Receptionist to join our Renal and Transplant Outpatients team at Oxford University Hospitals. This is an excellent opportunity for someone who thrives in a busy patient‑facing environment and is committed to delivering outstanding customer service. As the first point of contact for patients, carers and visitors, you will play a key role in ensuring clinics run smoothly and that every patient receives a safe, welcoming and positive experience.

Duties include checking patients in and out of clinic, responding to telephone and face‑to‑face enquiries, preparing clinic lists and paperwork, and maintaining an organised and professional reception area.

• Provide a welcoming, professional reception service for patients, carers and visitors.
• Check patients in/out, confirm demographics and prepare daily clinic lists.
• Support safe patient flow by liaising with nursing and medical teams and escalating delays.
• Book, amend and cancel appointments in line with Trust policies and RTT rules.
• Arrange patient transport or interpreters when required.
• Prepare outcome forms, labels and clinic paperwork accurately.
• Use EPR/Power Chart to update records, action tasks and manage messages.
• Upload correspondence using Scanit and maintain accurate electronic records.
• Handle telephone and email enquiries, providing reassurance, clear information and guidance.
• Maintain confidentiality and ensure the reception area meets information governance standards.
• Work independently, using initiative, and support general administrative duties as needed.

• 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.
• 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.
• Check in and check out all outpatient and diagnostic appointments on EPR, recording the appropriate outcome and 18‑week RTT status.
• 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 or cancel their appointment on the day, liaising with the clinician concerned and booking a replacement appointment as necessary.
• Assist in prioritising clinical procedures and outpatient appointments by liaising with the multidisciplinary team.
• Ensure all appointments are coded correctly to secure Trust income and generate full patient clinic lists at least 24 hours prior to clinic.
• 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.
• Ensure 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.
• 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.
• Answer all telephone calls in a timely manner and action as appropriate.
• Be flexible in approach to work, covering other roles at an appropriate grade or site, and varying working hours to ensure service cover between 08:00 and 17:00.

We are looking for someone who has excellent communication and customer‑service skills, can work independently using initiative, is confident with computer systems, and remains calm and supportive in a fast‑paced environment. A commitment to the Trust value of Compassionate Excellence is essential.

Applicants must be willing to undergo a Disclosure and Barring Service check and a Disclosure to the Disclosure and Barring Service to confirm any previous criminal convictions, as this post involves access to vulnerable people.