PBS Clinic Receptionist

PBS Clinic Receptionist

The closing date is 03 June 2026.

Applications are invited from enthusiastic, hardworking, self motivated and committed individuals for the position of Patient Booking Service (PBS) Clinic Receptionist.

Full and part time permanent positions available covering St Helens and Whiston Hospitals sites. Further details will be discussed at interview.

• 1 full time - 37.5 hours per week (Ref 272) based at Whiston
• 1 full time - 37.5 hours per week (Ref 406) based at St Helens
• 1 part time - 25.5 hours per week (Ref 090) based at St Helens
• 1 part time - 22.5 hours per week (Ref 569) based at Whiston
• 1 part time - 17 hours per week (Ref 064) based at St Helens

Candidates must have previous experience within a clerical environment (previous NHS experience is desirable) and have excellent communication skills. The successful candidate should have a pleasant and courteous disposition, a polite telephone manner and a flexible attitude towards the demands of the post. The ideal candidate must be able to work as part of a team, use own initiative, meet deadlines and work with all disciplines of staff. They should be able to work well under pressure and remain calm and confident in difficult situations. The successful candidate will work days, evenings and weekends on different shift patterns to meet the demands of the Outpatient Department service requirements.

Job responsibilities

• Greet patients, visitors and colleagues in a polite manner.
• Print patient clinic lists and relevant reports daily ensuring all relevant clinical staff receive copies.
• Check patient demographics including ethnicity with patients as they arrive at reception desk. Update Trust Patient Administration System (PAS) following the departmental operational procedure.
• Identify overseas visitors by checking present and previous address within the last 12 months.
• Make appointments on PAS, record on appointment card, hand card to patient or send a patient letter in the post within time limits.
• Rearrange appointments for patients from cancellations and non attendance following Trust DNA procedure ensuring all appointments are booked within 18 week Trust/Government targets.
• Input patient attendances and outcomes onto PAS, including any procedure coding from patient outcome sheet.
• Hold all clinics daily according to Patient Access Policy.
• Ensure 18 week pathway process is adhered to and pathway clock times input accurately. Liaise with Data Quality Team.
• Register all patient health record supplements (HRS) movements on PAS, dispatching HRS notes to other locations and receiving notes into clinic areas.
• Deal with patients and relatives in a friendly and sympathetic manner and attend in house Customer Care Workshop.
• Provide general advice to patients about appointments or redirect to appropriate department.
• Arrange ambulance transport when required via the Patient Transport System (PTS).
• Deal with complaints on a first line basis or refer to nurse in charge of clinic or relevant department.
• Prior to clinics commence, organise workload to ensure all patient health records are checked with current patient lists, liaising with Health Records Department regarding records not delivered/available.
• Ensure patient outcome forms are attached to HRS case notes for clinician completion and notify nurse in charge of incomplete slips during clinic attendance.
• Complete all EDMS CQUINN never letters in accordance with local Trust procedure.
• Complete medical insurance forms (Medicash etc.) that do not require clinician input.
• Deal with telephone appointments and queries professionally and record messages accurately.
• Comply with Trust and Departmental Policies and Procedures.
• Undertake clerical duties to support Trust patient activity, meeting departmental booking policy and procedures.

Training responsibilities

• Attend IT training and stay up to date with updates.
• Attend non clinical mandatory training and other courses relevant to the role; maintain record in personal development portfolio.
• Record all in house reception training provided by Team Leader.
• Be aware of Records Management, Information Governance, Caldicott, confidentiality and Data Protection Act.
• Work towards relevant qualification/customer care workshop and Personal Resilience course.

Person Specification Qualifications

• Educated to GCSE level and/or equivalent qualification and/or experience.
• Customer Care qualification and/or equivalent experience.

Knowledge & Experience

• Substantial clerical experience.
• Experience dealing with the public face to face.
• Experience working in a busy environment.
• Previous NHS experience working within outpatient clinics.

Skills

• Ability to use initiative.
• Ability to work well under pressure.
• Good organisational skills.
• Knowledge of Data Quality and Information Governance.

Other

• Able to work flexible working hours/shifts, evenings and weekends to meet the demands of the Trust Outpatient Service.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a Disclosure and Barring Service check for any previous criminal convictions.

Employer name

Mersey and West Lancashire Teaching Hospitals NHS Trust