Overview
To provide an efficient and effective clerical support service to therapy outpatient services. To promote and encourage a caring and sympathetic environment for patients who contact the service both in person and on the telephone and to ensure that they are attended to in a timely manner. An opportunity has arisen with the Therapy Reception team. The successful candidate will be the first point of contact for patients attending Physiotherapy or Occupational Therapy appointments at King George Hospital, working as part of the Reception Team.
You will have excellent communication and customer service skills to manage a range of different patients in a professional manner, both in person and via telephone. Proficient IT skills are required to use our internal appointment system, the national ERS system used to book appointments for patients referred by their GP, and other systems as part of the duties of a Receptionist/Administrator. You will need to be able to work as part of a larger team in a busy and challenging environment.
Responsibilities
1. To ensure that the reception desk and phone lines are manned at all times in conjunction with other administrators and to alert the Therapy Team Lead to any problems in maintaining cover.
2. To validate new referrals, checking that information required is complete, the patient is registered with a Barking and Dagenham, Havering or Redbridge CCG GP and meets the criteria for service. This may include returning incomplete and inappropriate referrals to the referrer with a request for additional information and those not from our catchment area to the appropriate service as authorised by the Therapy Team Lead.
3. To register new patients onto the Patient Administration System or update details if the patient is already registered as required.
4. To operate a booking service for first appointments, sending out letters to patients where necessary.
5. To ensure that the telephone is answered in a timely manner to deal with GP enquiries or patients making appointments and queries about outpatient appointments.
6. To remove patients from the waiting list who fail to make an appointment or fail to attend their appointment following agreed protocols and notify the referrer of action taken. To reinstate patients who meet agreed criteria for reappointment.
About the Organisation
We’re an organisation that is getting better and our improvements are driven by a determination to deliver care we’re proud of and our patients are happy with. We operate from two main sites – KGH in Goodmayes and Queen’s Hospital in Romford. We have two busy emergency departments and are expanding services, including electronic patient records that will be transformative for our staff and patients.
Our patients are benefitting from initiatives such as the Women’s Health Hub in Ilford, an Ageing Well Centre in Hornchurch, and Community Diagnostic Centres (CDC) at Barking Community Hospital and at St George’s Health and Wellbeing Hub in Hornchurch. CDCs operate long hours and provide additional diagnostic capacity. Our staff come from diverse backgrounds and many participate in flexible working and apprenticeship programmes. We are committed to fair employment practices.
How to Apply and Additional Information
For further information on this role, please see the attached detailed Job Description and Person Specification. The person specification is not the full specification; please review the full specification on the job description prior to submitting your application. Applications should be made online. If you require assistance with the application, please contact the Recruitment Advisor at 01708 435000 ext. 5934. Details regarding the post may be obtained by contacting the manager as per the contact details above.
This advert closes on Tuesday 23 Sep 2025.
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