Receptionist

At Optimised Care, we are looking for an enthusiastic, experienced receptionist. The candidate will have experience in working in an administrative role with patient contact.

The specialities we currently provide to both NHS and private patients include Orthopaedics, ENT, Gynae, Urology, Plastics and General Surgery.

The role will be primarily Monday-Friday with the view to expanding into some weekend work.

Main duties of the job

• Welcome patients, carers, relatives, visitors, and clinical staff in a polite, courteous, and professional manner.
• Act as the first point of contact for the outpatient clinic.
• Answer telephone calls, deal with routine enquiries, and direct calls appropriately.
• Provide clear, accurate information to patients regarding appointments, clinic attendance, and administrative processes.
• Handle concerns and complaints sensitively and escalated as required.
• Register patient arrivals and support patient flow through the clinic.
• Book, reschedule, and cancel outpatient appointments in accordance with clinic procedures.
• Ensure clinic paperwork, correspondence, and records are processed promptly and accurately.
• File, scan, and manage documentation in line with local procedures.
• Support the preparation of clinic lists, patient records, and related administrative tasks.
• Support a calm and efficient patient journey from arrival to departure.
• Monitor waiting times and keep patients informed where delays occur.
• Assist with special patient requirements where appropriate and escalated concerns when needed.
• Maintain a welcoming and orderly waiting/reception area.
• Promote a positive patient experience through courteous, compassionate service.
• Prioritise workload effectively in a busy outpatient setting.
• Work flexibly to meet changing service demands.
• Maintain accuracy while working under pressure.
• Support the smooth running of the clinic by anticipating administrative needs.

About us

At Optimised Care, we have a close kitted team that strives to give the best possible care to all of our patients. We are all inclusive and provide a busy but friendly working environment that prides itself on our theatre productivity and turnaround, alongside our recent CQC Good rating.

Key relationships

• Patients, carers, and visitors.
• Consultants, nurses, and allied health professionals.
• Clinic Manager and administrative colleagues.
• Other internal and external stakeholders as required.

Communication and Customer Care

• Welcome patients, carers, relatives, visitors, and clinical staff in a polite, courteous, and professional manner.
• Act as the first point of contact for the outpatient clinic.
• Answer telephone calls, deal with routine enquiries, and direct calls appropriately.
• Provide clear, accurate information to patients regarding appointments, clinic attendance, and administrative processes.
• Handle concerns and complaints sensitively and escalated as required.

Administrative Duties

• Register patient arrivals and support patient flow through the clinic.
• Book, reschedule, and cancel outpatient appointments in accordance with clinic procedures.
• Update demographic and appointment details accurately on the relevant system.
• Ensure clinic paperwork, correspondence, and records are processed promptly and accurately.
• File, scan, and manage documentation in line with local procedures.
• Support the preparation of clinic lists, patient records, and related administrative tasks.

Patient Services

• Support a calm and efficient patient journey from arrival to departure.
• Monitor waiting times and keep patients informed where delays occur.
• Assist with special patient requirements where appropriate and escalated concerns when needed.
• Maintain a welcoming and orderly waiting/reception area.
• Promote a positive patient experience through courteous, compassionate service.

Planning and Organisation

• Prioritise workload effectively in a busy outpatient setting.
• Work flexibly to meet changing service demands.
• Maintain accuracy while working under pressure.
• Support the smooth running of the clinic by anticipating administrative needs.

Information Governance

• Maintain strict confidentiality at all times.
• Handle patient data in line with GDPR, Data Protection Act 2018, and local information governance policies.
• Ensure accurate and secure handling of personal and clinical information.
• Only share information with authorised individuals in accordance with policy.

Team Working

• Work collaboratively with clinical and administrative colleagues.
• Support colleagues during periods of high demand or absence.
• Contribute to a positive, respectful, and inclusive team culture.
• Attend mandatory training and participate in development activities.

General Responsibilities

• Take reasonable care for the health and safety of yourself and others.
• Comply with all relevant policies, procedures, and legal requirements.
• Promote equality, diversity, and inclusion in all aspects of the role.
• Undertake any other duties reasonably required, consistent with the grade and nature of the post.

Person Specification Experience

• Experience of dealing with face to face and telephone enquiries.
• Experience working in a healthcare, outpatient, or clinic environment.
• Experience of using patient administration or booking systems.
• Experience of handling confidential or sensitive information.

Knowledge and Skills

• Excellent verbal and written communication skills.
• Good interpersonal and customer care skills.
• Ability to work accurately and methodically in a busy environment.
• Good organisational and time management skills.
• Competent IT skills, including Microsoft Office and data entry.
• Ability to prioritise workload and manage competing demands.
• Understanding of confidentiality, data protection, and information governance.
• Understanding of medical terminology.
• Knowledge of outpatient clinic processes.

Qualifications

• General education to GCSE level or equivalent, including English and Maths.
• Basic IT qualification or evidence of good IT literacy.
• Customer service or administration training.
• NVQ Level 2 or equivalent in administration/customer service.
• Experience working with the ERS referral system for NHS patients.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.