Job overview
This is an exciting opportunity to join a small but essential team at Bedford Hospital, where you'll play a key role in supporting our patients from the moment they arrive until the end of their care journey. As part of the main reception, you'll be the welcoming face of the hospital, helping to manage patient flow and ensuring every clinic runs smoothly and efficiently. We value professionalism and initiative, and you'll be expected to stay on top of clinic schedules and future bookings with confidence and precision.
Beyond general reception duties, you'll also take on responsibility for individual clinics, offering a chance to deepen your understanding of a wide range of medical specialties and hospital systems. It's a role that combines front-facing service with behind-the-scenes coordination, ideal for someone who thrives in a dynamic healthcare environment. Familiarity with systems such as IPMs, Attend Anywhere, Mediviewer, Diamond, and Excel would be a definite advantage, but more importantly, we're looking for someone eager to learn, grow, and contribute to the smooth running of our hospital services.
Main duties of the job
Patient/Public contact -Greeting and making feel welcome to the department, managing patient transport when needed.
Accurate data input relating to patient details and appointments.
Deal with telephone enquiries in a polite and courteous manner-Managing Nurse log for same day queries-Including voicemail, cleared daily.
Administration duties-Managing waiting lists, booking appts urgent & routine, Prepping clinics for next day/week, finding referrals and managing online appointments if needed. Rescheduling/cancelling clinics. Reminder calls.
Booking clinics and using multiple Calendar systems to co-ordinate with Nurses/Doctors/CSW’s.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Our values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.
Detailed job description and main responsibilities
The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities
1. Remain composed at all times.
2. Show empathy when dealing with emotionally distressed patients or those receiving bad news.
3. Be able to concentrate whilst working in a busy, potentially noisy environment.
4. Prepare all relevant documentation for clinics, making sure patient labels, new referrals and results are all available in the patient’s notes.
5. Maintain relationships with clinical staff.
6. Liaise with consultants and secretaries regarding queries with clinics and booking teams for copies of referral letters.
7. Ensure PIMS is fully maintained, all patient information up to date and clinics are appropriately cashed up and patients added to waiting lists where appropriate.
8. Arrange for patients records are tracked and returned to the Records Library or relevant secretary after each clinic session.
9. Ensure that the Reception area is well maintained at all times, this may involve liaison with Domestic and Estates departments.
10. Book results in to clinic
11. Assist in covering the absences of other Reception staff as and when required in all areas of the Trust. This may involve working across different areas.
12. Arrange photocopying as required.
13. Deal with daily internal and external post.
14. Any other duties relevant to the area of work.
Person specification
Qualifications
Essential criteria
15. Good standard of General education-GCSE Maths & English (or equivalent )
16. ECDL or Equivalent experience
Experience
Essential criteria
17. Previous database management experience
18. Customer Care experience gained in a service or similar setting
Knowledge
Essential criteria
19. Knowledge of patient record information systems
20. Well-developed interpersonal skills able to converse in a positive manner at all levels
Personal Skills
Essential criteria
21. Ability to prioritise workload and work on own initiative with limited supervision
22. Ability to work under pressure and meet deadlines