London North West University Healthcare NHS Trust
Outpatients Administrator & Receptionist
Closing date: 06 January 2026
Responsibilities
* Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes
* Advise clinics of patients who are late arriving for their appointments
* Book follow‑up appointments
* File documents according to Information Governance policy
* Maintain an uncluttered and tidy reception area
* Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces
* Support the Managers and Supervisors in developing a patient focused service
* Communicate with patients, visitors and staff in a professional and courteous manner
* Update patient demographics and assist with wayfinding
* Ensure all patients attending in person are checked in
* Ensure patient information is complete and up to date on the Trust ERS
* Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
* Follow the appropriate processes for audit forms, walk‑in patients, booking of BSL interpreters and transport patients in line with Trust standards
* Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
* Communicate effectively using all available forms of communication
* Be calm, supportive, flexible and adaptable
* Deal with all enquiries in a professional and co‑operative manner
* Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
* Answer all telephone calls within 3 rings, redirect queries to the appropriate person, and send messages via email where possible
* Provide non‑clinical advice and guidance regarding appointments
* Process patient data and appointments using the Trust EPR
* Treat patients and their information/data with tact, discretion and confidentiality in accordance with the Trust Information Governance Policy and the Data Protection Act
* Redistribute and file appropriate documents according to Information Governance policy
* Maintain the reception area hygienically, including cleaning and wiping down of protective screens, counters, work benches, electronic and telephonic equipment, and printers
* Complete own day‑to‑day tasks promptly and efficiently and prioritise work without need for direct supervision
* Be a proactive problem solver and encourage team‑wide problem solving
* Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and outcomes processes
* Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
* Complete staff surveys and audits
* Maintain grooming and dress standards in accordance with departmental/Trust policy
* Assist in supporting and mentoring new team members
* Attend annual appraisals and review objectives regularly
* Attend, complete and apply all mandatory training
* Support the Service Manager and Supervisors in developing a patient focused service
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
* Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top‑rated hyper‑acute stroke unit and one of only three hyper‑acute rehabilitation units in the UK
* St Mark's Hospital: an internationally renowned specialist centre for bowel disease
* Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
* Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Person Specification
Please see attached job description and person specification for full role duties and responsibilities
Education & Qualifications
* NVQ Level 3 or equivalent experience
* English at GCSE level
Knowledge & Experience
* Experience of delivering excellent customer service
* Experience of administrative work
* Experience of working in a constantly changing environment without direct supervision
* Cerner / NHS Experience
* Understanding of confidentiality, data protection and safeguarding
Skills, Abilities and Attributes
* Advanced keyboard skills—ability to input electronic data accurately
* Confident user of Excel and Outlook—good level of numeracy skills
* Takes initiative but works well in a team, is self‑motivated and organised, and has excellent time‑management skills
* Flexible and able to adapt to meet competing priorities and changing work processes
* Willing to work flexible hours in line with the demand of the service
* Experience of using Cerner / CRM database software
HEART values
* Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
London North West University Healthcare NHS Trust
£29,651 to £31,312 a yearpa Inclusive of High Cost Area Supplement
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