UCC Receptionist

Join our dynamic urgent care team as a Receptionist and Administrator, where you'll be the welcoming and efficient organiser that keeps our center running smoothly. In this vital role, you will handle patient check‑ins, manage appointment scheduling, and ensure seamless communication between patients and healthcare providers. Your energetic approach will help create a welcoming environment while maintaining accurate administrative records. This position offers an exciting opportunity to contribute to high‑quality urgent care services in a fast‑paced setting.

This is an exciting opportunity to join a rapidly growing GP‑led provider organisation at a pivotal point in its development. The post holder will be responsible for administering the Urgent Care Centre (UCC) service located in the Royal Berkshire Hospital, including registering patients, managing the appointment book, coordinating with clinicians, management, and other administrative staff to ensure the effective running of the service.

The post holder will be familiar with EMIS, or another clinical IT systems used in NHS primary care, although additional training will be provided. The post holder will answer telephone calls from patients, staff, and external providers (e.g. 111, emergency department (ED) or other hospital departments), respond to queries, provide information, and communicate about the UCC service in a clear, professional, and effective manner.

The post holder will ensure that administrative and clerical duties are carried out according to the relevant policies, procedures, and guidelines. The post holder may be required to provide administrative support with other tasks in the areas of governance and reporting, for example by completing data entry tasks. Excellent customer service is key to this role to build effective working relationships and ensure a good patient experience.

The post holder will:

• Be a key member of the UCC service team, supporting the effective delivery of the service.
• Act as the first point of contact for patients arriving at the service, registering them in the clinical IT system (EMIS) and providing relevant information.
• Be responsible for the shared mailbox during operational hours, responding or directing queries appropriately and professionally.
• Respond professionally to all queries or direct the query to another member of the team, as appropriate.
• Keep accurate records of contacts with patients, whether in person or by telephone, updating patient records in EMIS with relevant information.
• Contact patients who have not arrived for their appointments.
• Create and send discharge summaries and other clinical documentation to patients own GP practices.
• Make outbound calls to GP practices and other health professionals, providing relevant information to ensure seamless handover to other services.
• Complete data entry and other related administrative tasks, for example, completing incident reports and updating contact information, following the relevant processes and guidelines.
• Escalate issues through appropriate channels, communicating clearly with clinicians and management to resolve problems in a timely and effective manner.
• Assisting with the preparation of audits and reports under the direction of the Admin Team Leader.
• Provide cover for other members of the team where required, working flexibly to meet operational objectives.
• Supporting and attending team meetings as needed.
• Be flexible and adaptable to meet the needs of the organisation.
• Any other task commensurate with the role as directed.