Administration & Receptionist
We are looking for an Administration & Receptionist to work as part of the Outpatients Department multi disciplinary team, providing an efficient administrative and Outpatient reception service in London North West University Healthcare NHS Trust.
The closing date is 16 April 2026
Record all outpatient attendances (cashing up) on the Patient Access System.
Book follow up appointments, discharge back to the GP and/or add to waiting lists.
File documents according to Information Governance policy.
Communicate with patients, visitors and staff in a professional and courteous manner.
Communicate effectively using all available forms of communication.
Maintain an uncluttered and tidy reception area.
Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces.
Support the Managers and Supervisors in developing a patient focused service.
Main duties of the job
- Complete appointment outcomes such as booking patient follow up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes.
- Analyse patient pathways vs outcomes and Escalate to relevant clinical / non clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets.
- Ensure that all patients attending in person are checked in.
- Ensure all patient information is complete and up to date on the Trust ERS.
- Identify, investigate and correct ERS discrepancies ensuring GP and personal contact details are accurate and up to date.
- Follow the appropriate processes for audit forms, walk in patients, booking of BSL interpreters and transport patients in line with Trust standards.
- Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff.
- Be a calm, supportive, flexible and adaptable member of the team.
- Deal with all enquiries in a professional and co operative manner.
- Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse.
- Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative, and send messages via email where possible.
- Provide non clinical advice and guidance regarding appointments.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top rated hyper acute stroke unit and one of only three hyper acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Person Specification
- NVQ Level 3 or equivalent experience, English at GCSE level
- Ability to input electronic data accurately
- Excellent organisation and communication skills
- Experience of using Cerner / CRM database software
- Willing to work flexible hours in line with the demand of the service
- Takes the initiative but works well in a team
- NVQ Level 3 or equivalent experience, English at GCSE level
- Experience of delivering excellent customer service
- Experience of administrative work
- Experience of working in a constantly changing environment without direct supervision
- Confident user of Excel and Outlook
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.
Employer name
London North West University Healthcare NHS Trust
£30,630 to £32,346 a year per annum inclusive HCAS (pro rata)