Outpatient Receptionist

Job overview

The Outpatient Department at Warwick/Stratford Hospital offers a wide range of clinical experience providing care for patients attending for clinics across 36+ specialities.

An exciting opportunity has arisen to join the Warwick/Stratford Hospital Outpatients Receptionist Team. We are seeking an enthusiastic, highly motivated individual with excellent communication skills who can work as part of a multi‑disciplinary team.

The role involves carrying out clerical duties in all aspects of the computerised Health Records Service within the Warwick and Stratford Main Outpatient Departments, supporting patients, medical staff and the management process, and maintaining an effective, customer‑focused service.

Support and training will be provided for the successful candidate.

Part‑time positions are available on a combination of set shifts which include 08:00‑13:30 and 12:00‑17:00, Monday‑Friday.

• View the clinics prior to starting, make a note of any changes and pass this information to the nursing staff
• Check which waiting areas are designated for each clinic in the session
• Register patients onto the computer system, check their details and make any amendments as necessary (addresses, ethnic codes, telephone numbers, etc.) and print new labels for patient case notes with these updated details
• Relay to the patients on arrival details of any clinic delays and direct the patients to the appropriate designated waiting area
• Book follow‑up appointments for patients and complete transport request forms as appropriate
• Outcome all clinic lists ensuring all data is recorded correctly (future appointments/codes) and enter ad‑hoc appointments onto the database
• Find and enter necessary information for ‘Missing Data’ and the ‘Un‑Outcomed’ report
• Locate inpatients for visitors and direct patients & visitors to other hospital areas
• Establish new system procedures as required
• Participate in audits
• Perform any other duties commensurate with the grade, as directed by the team leader or clinical leads
• Liaise directly with other unit departments to give or obtain information, including the reporting of maintenance or supply problems
• Support the booking coordinators in contacting patients to attend appointments at short notice or when their appointments have to be cancelled or rescheduled if required
• Accurately add patients to the appropriate inpatient or outpatient waiting list, including processing inpatient booking forms and clinic outcome forms
• Book appointments and print and send letters to patients (confirmation letters, reschedule letters, did‑not‑attend letters, etc.)
• Be aware of a patient’s 18‑week pathway and the impact this will have when cancelling or rescheduling an appointment, ensuring the patient is informed

• Answer telephone in an efficient, prompt and polite manner
• Make appointment bookings using PAS and the e‑referrals application for all new and follow‑up appointments within set guidelines
• Contact patients to attend appointments at short notice or when their appointments have to be cancelled
• Deal with queries and liaise with the dedicated clerks and all grades of staff in relation to appointment queries or slot capacity issues and transfer callers to relevant extensions where necessary
• Liaise with reception staff, notifying them of patient cancellations on the day of clinic
• Arrange transport/interpreters for follow‑up appointments where necessary
• Keep documentation up to date, including clinic codes
• Register and change patient details which are incorrect on PAS – inter‑trust transfer process
• Process referrals and all aspects therein. Input referral data onto the PAS system/referral database as required, incorporating RTT status
• Open and stamp post, check emails and distribute accordingly
• Print the e‑referrals service referral letters
• Scan referral letters onto the relevant database

• Previous knowledge of PAS an advantage
• NVQ Customer Service 2

• Previous clerical experience
• NHS experience
• Experience of customer service

• Articulate and able to communicate clearly, verbally and written
• Good interpersonal skills – able to work as a team
• Able…