Outpatient Receptionist

Outpatient Receptionist - Worcester Royal Hospital

Closing date: 27 April 2026

Position: Permanent, Full time 37.5 hours

Location: Worcester Royal Hospital

In your current front of house role, do people tell you that you have excellent customer care skills? If so, we would like you to join our friendly reception team.

Main duties of the job

• Deal with general enquiries offering direction, advice and support to all patients/visitors attending the Hospital Site.
• Work as part of the Outpatient clerical team assisting with the smooth and efficient running of the Outpatient Department.
• Provide accurate, timely information to assist Clinicians and nursing staff in good management of their outpatient clinics.
• Ensure the confidentiality of all patient information and Trust business.

Job responsibilities

• Work on your own initiative; supervision available as required.
• Ensure good communication between the administration team and the clinical team for smooth department operation.
• Receive and direct patients to appropriate waiting areas or departments politely and professionally; first point of contact.
• Keep patient demographics up to date on the PAS system.
• Use the Patient Administration System (Oasis) to book patients into outpatients or admit day case, and to make follow up appointments or discharge on departure.
• Respond to patient telephone or face to face complaints in the first instance, seeking support from team leaders or nurses as needed.
• Deal with telephone queries.
• Record accurate clinic outcomes on PAS immediately.
• Handle routine enquiries such as postponing, cancelling or rearranging appointments professionally and immediately.
• Inform Ambulance control and porters of passengers awaiting transport/transfer; advise patients on booking transport for next visit.
• Register any new patients arriving in clinic on the system.
• Track event case notes using correct tracking code on OASIS, unless direct for scanning.
• Open and distribute post that may come to the department.
• Maintain up to date clinic list and vacancy summary list for clinical staff if required.
• Coordinate with clinical staff to ensure a quality service and keep nurses fully informed of general messages or issues.
• Support the appointments team and nurses with cancelling patients by telephone last minute if clinical staff unavailable.
• Book walk in/emergency patients into appointment immediately onto the PAS system; print outpatient event pack and inform nursing staff.
• Ensure all clinics are cashed up within 24 hours of attendance.
• Ensure all clinical packs have been made available for all clinics daily; print any missing packs and highlight to Team Leader.
• Ensure computer, printer equipment and stationery are available and working; report faults to team leader.
• Work flexibly within clinic hours to keep reception covered.
• Notify the team leader of foreseen problems affecting smooth operation.
• Show new staff how to perform basic reception duties and required processes.
• Receive validation surveys from patients and update Trust Survey database daily.
• Undertake training to become familiar and competent in Booking Service procedures and practices; maintain data quality on manual and computerised systems.
• Carry out any other duties within the grade as requested by Booking Services Manager.

Person Specification

• Good clerical background.
• Experience working with the general public; customer care through training and experience.
• Organised, ability to work under pressure.
• Knowledge of PAS System, e RS, 18 wk pathway, Health Records, Case note procedures.
• Literate, numerate, awareness of confidentiality.
• English language proficiency: proficient listening, speaking, reading, writing.

Internal NHS Job Vacancy

This vacancy is currently only open to Herefordshire and Worcestershire NHS staff.

Employer

Worcestershire Acute Hospitals NHS Trust