Receptionist / Admissions Officer
The closing date is 17 November 2025
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 maximisation of resources, while working in partnership with trust colleagues to ensure delivery of patient‑centred services.
They will provide a range of administrative and clerical duties to support the booking office service and optimise patient experience.
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 and inputting patient data into IHCS, Galaxy and mediSIGHT in a timely fashion.
* Book outpatient pre‑assessment, laser and minor operation appointments, macular injection slots, and manage glaucoma investigations, setting up and closing outpatients’ clinics on IHCS.
* Serve as the first point of contact for written and telephone enquiries on all aspects of waiting lists and clinics, communicating sensitively and patiently with 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 appropriate follow‑through and using initiative to resolve all enquiries.
* Arrange admission dates and clinic appointments, ensuring patients are seen at appropriate times in accordance with the patient access policy, recording earliest reasonable offer dates.
* Assist 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, plus junior doctors and allied health professionals. The Orthoptic department includes a Head Orthoptist and a team of orthoptists, allied health professionals and specialist nurses.
Our department is supported by a Practice Manager, 2 Admin Team Leaders and a team of secretaries, supervisors and receptionists/admissions.
We are busy and the admin teams are key to running efficiently. Teamwork, independence and prioritisation are essential.
One main reward is making a difference and enhancing the patient experience within the Ophthalmology Department.
Job responsibilities
• This position requires empathy and tact when dealing with patients who may be angry or upset regarding any aspect of their care.
• Communicate effectively in writing and verbally with internal and external stakeholders.
* Internal: Consultants, Nursing staff, Medical personnel, Admin and clerical staff, Ancillary staff, Management, across the trust.
* External: Patients and carers, general public, G.P. Practices, other hospitals, locum medical agencies.
• Use communication to relay complex and confidential information accurately, with understanding and empathy.
• Overcome language barriers when necessary.
• Ensure that patients are treated with courtesy, dignity and respect.
Administrative support
* Handle routine and non‑routine enquiries efficiently with appropriate follow‑through and initiative.
* Make judgements to maximise Ophthalmology capacity while meeting local and national targets.
* Accurately record all data on IHCS, Galaxy and mediSIGHT.
* Ensure referrals, queries and data are received, actioned and recorded timely.
* Update clinical systems with all confirmed admission and clinic dates.
* Ensure pre‑assessments are booked in a timely manner prior to admission.
* Use basic Excel skills.
* Advise management of any service deviations.
* Comply with Trust Patient Access Policy and standard operating procedures.
* Identify areas for service improvement and support implementation.
Person Specification
* 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 and as part of a team
* Able to communicate effectively with patients, all grades of staff and external contacts, verbally and in writing
* Ability to prioritise own workload and achieve deadlines
* Ability to carry out duties 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 requires a Disclosure and Barring Service check for any previous convictions.
Employer name
Torbay and South Devon NHS Foundation Trust
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