Receptionist / Admissions Officer
The closing date is 08 April 2026
Our Receptionist / Admissions Officer will monitor and effectively manage day case and inpatient waiting lists for the Ophthalmology Speciality adhering to waiting list policies and procedures. They will book Ophthalmology lists in an efficient and effective manner ensuring the maximisation of resources, while working in partnership with trust colleagues (clinical and non-clinical) to ensure that the delivery of patient centred services.
You will provide a range of administrative and clerical duties in support of the efficient and effective running of the booking office service and to optimise the experience of the patients using the service.
Main duties of the job
* Fully manage day-case and inpatient waiting lists achieving Trust and national standards, adhering to the Trust's patient access policy, inputting patient operation information into IHCS, Galaxy and mediSIGHT in a timely fashion.
* Book outpatient pre-assessment, laser and minor op appointments, macular injection slots and manage glaucoma investigations in a timely manner in line with the admission process and be responsible for setting up and closing outpatients' clinics on IHCS.
* Provide the first point of contact for written and telephone enquiries on all aspects of waiting lists and clinics (pre-assessment, minor op and laser). Be able to communicate sensitively and patiently when explaining waiting list and clinic procedures to patients and relatives.
* Liaise with consultants on waiting list management to meet targets, including negotiating extra lists with the Admin Team Lead, Practice Manager and Operational Manager.
* Answer telephone calls and enquiries efficiently, ensuring an appropriate follow‑through and using initiative to deal with all enquiries.
* Arrange admission dates and clinic appointments ensuring patients are seen at appropriate times and in accordance with the patient access policy, recording any earliest reasonable offer dates and patient available from dates.
* Assist the Admin Team Leaders with validating pathways and ensuring breaches are identified and escalated.
About us
Our Ophthalmology department consists of 13 Consultant Ophthalmologists, 2 Associate Specialists and 1 Specialty Doctor. There are also resident doctors ranging from ST1s to ST8s including Belgium and general fellows. The Orthoptic department consists of 2 Head Orthoptist and an orthoptist team; as well as Allied Health Professionals and Specialist Nurses.
Our department is supported by a Practice Manager, 3 Admin Team Leaders, a team of B3 and B2 secretaries and receptionists/admissions.
Our Ophthalmology service is very busy, and the admin teams are key to ensure things run smoothly and efficiently. It is therefore imperative that each member of the team works well under pressure and as a team player but equally as important that they are able to work independently and prioritise workload effectively.
One of the main rewards of this role is knowing you have made a difference and enhanced a patient's experience within the Ophthalmology Department.
Job responsibilities
* This position requires empathy and tact when dealing with patients that may be angry or upset regarding any aspect of their care.
* Communicate effectively in writing and verbally with:
* Internal: Consultants, Nursing staff, Medical Personnel, Admin and Clerical staff, Ancillary Staff, Management, Across the trust.
* External: Patients and Carers, Members of the general public, G.P. Practices, Other Hospitals both in and out of the district, Locum medical agencies.
* Relaying complex and confidential information between clinical staff and patients with accuracy, understanding and empathy.
* Use initiative to overcome language barriers when necessary.
* Ensure patients are treated with courtesy, dignity and respect.
* Handle routine and non‑routine enquiries efficiently and ensure appropriate follow‑through, using initiative to deal with all enquiries either verbally or in writing.
* Make judgements to maximise usage of Ophthalmology capacity whilst remaining within local and national targets.
* Accurately record all data on IHCS, Galaxy and mediSIGHT.
* Ensure referrals, queries and data are received, actioned and recorded in an accurate and timely fashion.
* Update clinical systems with all confirmed admission and clinic dates and, where appropriate, update the PTL in an accurate and timely manner.
* Ensure each patient has a pre‑assessment (where appropriate) and that it is booked in a timely manner prior to admission.
* Basic Excel skills.
* Negotiate admission/clinic dates and times with patients on the telephone and in person.
* Deal with cancer/emergency patient queries and concerns in person and on the telephone with empathy and consideration.
* Ensure all protocols are maintained and kept up to date.
* Advise management of any service deviations.
* Comply with the Trust's Patient Access Policy and Standard Operating Procedures.
* Identify areas for service improvement and support implementation, including development and maintenance of protocols.
* Arrange and negotiate with each patient the admission date and time to ensure they are booked in accordance with Cancer targets, the Patient Access Policy and Referral to Treatment target, escalating as necessary to the Admin Team Leaders and Practice Manager as required.
* Responsibility for keeping own IT equipment/records safe from damage and access by unauthorised users.
* Work proactively and independently, ensuring day‑to‑day tasks are completed in a timely manner.
* Support new and current staff, ensuring compliance with Standard Operating Procedures.
* Provide cover for other team members as required.
* Actively contribute to the development of new processes, protocols and standard operating procedures.
* Ensure relevant training is completed to use Trust IT computer systems.
* Use Trust IT computer systems to maintain patient records, manage own workload, participate in training of new staff, record all communication, support colleagues as required, attend departmental meetings and take notes/minutes as required.
Person Specification
Essential and desirable
* Good standard of education – GCSE in Maths and English or equivalent.
* Good standard of keyboard & IT skills.
* Experience of administrative duties.
* Experience of providing a customer‑focused service.
* Knowledge of Microsoft Office software.
* Ability to work on own initiative as well as part of a team.
* Able to communicate effectively with patients, all grades of staff and external contacts, both verbally and in writing.
* Ability to prioritise own workload and achieve deadlines.
* Ability to carry out duties sometimes in stressful and demanding situations.
* Ability to maintain confidentiality.
* NVQ in Administration.
* Knowledge of Trust Patient Administrative and Information Systems & Computer Software (Choose & Book, Galaxy, IHCS, MediSIGHT).
* Understanding of Patient Tracking List (PTL).
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
Torbay and South Devon NHS Foundation Trust
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