Job overview
The Outpatient Department at Whipps Cross Hospital is the “Shop window” and is normally the first point of contact for the majority of patients. Many of these patients will be extremely nervous about their visit and therefore it is important that a friendly, efficient and effective service is offered by our reception staff
Patients and their carers expect and have the right to receive first class service and this often starts by the way they are received by reception staff, prior to their meeting with the clinical staff. It is the duty of the receptionist to welcome all patients and offer them an efficient service through the system.
With the Government initiative around the 18 Weeks pathway, it is important that receptionists realise the essential role they must play. It is the duty of the receptionists to record all activity on CRS, thus ensuring not only the pathway for the patient is recorded but also that the Trust is able to achieve the income from the relevant PCT for patients care.
Main duties of the job
Welcome patient's to the area, check patient in to clinic using the Cerner system.
Update patient demogrpahics
Check patient out after their consultation and book next event,
Add procedure recording to Cerner
Liaise with the clinical team regarding patient appointments
Book, reschedule patient appointments
Excellent customer care
Working for our organisation
Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Detailed job description and main responsibilities
1. To deal with all enquiries from patients, relatives and their carers in a polite and courteous manner, always providing an excellent level of customer care.
2. The receptionist will be responsible for printing clinic attendance lists prior to each session.
3. When arriving in clinic the receptionist will prepare the notes in the order that the patients will be received and the order which the receptionist feels comfortable with.
4. The receptionist will then make sure that the referral letters are uploaded to powerchart. If the referral letter is not present, the receptionist will liaise with the Appointment Centre.
5. When patient arrives in clinic it is vital that the receptionist welcomes the patient, and checks the patient demographics on cerner and update if needed, before the patient is then asked to take a seat.
6. The records/notes should then be prepared and made available to the Nursing staff that in turn will pass them to the Clinician
7. The receptionist should be available to talk to the patients or their relatives, or carers, as appropriate whilst waiting to see the Doctor
8. It It may be necessary to announce that there are delays and all patients should be warned of any delays when they arrive. Therefore, it is essential the receptionist works closely with the senior nurse in charge of the clinic to ensure they are aware the position of the clinic.
9. The receptionists should also ensure in collaboration with the nursing staff that all diagnostic test and x-rays reports, etc are available in the records.
10. Patient outcomes are (with the exception of Ophthalmology) now documented on the outpatient organiser in powerchart. The receptionist would update the outcomes during the operational times of the clinic as it is important that the patient then needs to have a follow-up appointment before leaving the clinic, this is a must for all reception areas and receptionists, (where applicable).
11. When the patient comes out from seeing the Clinician, the receptionist would check on the outpatient organiser. The receptionist will then adhere to the following:
12. Book a follow up appointment as directed on the outpatient organiser/outcome sheet, recording booking notes. If there is no capacity to book the follow-up appointment, then the receptionist should add the patient to the R1H WX ASI.
13. Once making the appointment and giving the patient their appointment card, the receptionist should then record the 18 Weeks outcome on CRS, again discussing it with the clinician or Nurse as appropriate.
14. At the end of each clinic the receptionist will discuss with the clinicians the patients that have DNA’d.
15. Discussion will be made at that time by the Clinicians as to whether the patient should be sent a further appointment or whether the patient should be discharged.
16. The expected target for each receptionist is 45 outcomes to be completed per session (4 hours per session on site)
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Person specification
Qualifications
Essential criteria
17. A minimum of GCSEs or equivalent qualifications including English and Mathematics
Experience
Essential criteria
18. Demonstrable experience of working directly with the general public in a customer‑facing role, providing information, support, or services in person, by telephone or via digital channels.
19. Demonstrable experience of working directly with the general public in a customer‑facing role, providing information, support, or services in person, by telephone or via digital channels.
Desirable criteria
20. Demonstrable previous experience working in an NHS administrative role, with evidence of providing administrative or reception support in line with NHS policies, procedures and standards
21. Experience working in a receptionist or front‑of‑house role, acting as a first point of contact, greeting visitors or patients, handling enquiries and providing a professional and courteous reception service.
Knowledge
Essential criteria
22. Knowledge of Microsoft Word and Microsoft Excel, with experience of producing and updating documents and Excel to maintain spreadsheets or basic data accurately
Desirable criteria
23. Knowledge of using clinical or administrative IT systems such as Millennium (CRS/Cerner), including accessing and updating records, booking or managing appointments and accurately entering or retrieving patient or service data in line with organisational procedures
Skills
Essential criteria
24. Demonstrates good people skills, with the ability to interact confidently, courteously, and professionally with a wide range of individuals, building positive relationships and responding appropriately to different needs and situations.
25. Demonstrates excellent teamwork skills, with the ability to work collaboratively with colleagues across the team, support shared objectives, communicate effectively and contribute positively to a respectful and supportive working environment.
26. Demonstrates the ability to work effectively under pressure, remaining calm, organised, and professional while managing a high volume of enquiries, competing priorities, and time‑sensitive tasks.
27. Demonstrates good verbal and written communication skills, with the ability to communicate clearly, accurately and professionally with a wide range of stakeholders, including patients, visitors, colleagues, and external contacts, adapting communication style as appropriate.
28. Demonstrates the ability to prioritise workload effectively, maintain service standards and ensure accurate and timely completion of reception and administrative duties.
Desirable criteria
29. Demonstrates adaptability and flexibility to cover all areas of reception duties, with the ability to undertake administrative tasks, adjust priorities and provide consistent service during busy periods, staff absence, or changes in service demand.
**Visa Sponsorship Information**
Recent changes to UK immigration policy on the Health and Care Visa and Skilled Worker Visa could mean that this role is not eligible for sponsorship or that you may not meet the eligibility criteria.
Sponsorship can only be offered if this post and any individual offered employment meet all the Home Office’s requirements under the UK Skilled Worker visa scheme.
If you are applying from outside the UK or will require sponsorship, please mention this clearly in your application.
To be eligible for sponsorship, the following conditions must be met:
30. Eligible role: The position must be on the UK Skilled Worker visa list. You can check your eligibility here: -.
31. Salary threshold: The role must meet the minimum salary set by the Home Office. Please note that for roles employed under Agenda for Change Terms and Conditions, the High-Cost Area Supplement (HCAS) is not included when calculating the basic salary for the purposes of sponsorship.
32. Skill level: The role must meet the minimum skill requirement of RQF Level 6 or above (graduate level).
33. English language: Applicants must demonstrate English proficiency at CEFR level B2 or higher.
34. Other criteria: Applicants must meet all other criteria as set out by the UK Visas and Immigration (UKVI)