Job summary The successful candidate will support the delivery of outpatient reception services and patient enquiries. The role is dynamic, the candidate is expected to be flexible and a have a passion for exceptional patient experience. You will need excellent verbal communications skills and have an interest in customer service, problem-solving and attention to detail. Main duties of the job Communicating with the public face to face and via telephone Supporting patients and the public who present to outpatient services Booking and confirming appointments / general administration support Supporting clinical colleagues with general enquiries during clinic sessions About us Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust. The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience. The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital. It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond. To hear more about our achievements, click here https://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf Follow us on Social Media: Facebook - Liverpool University Hospitals Careers Instagram - LUHFTcareers Twitter - LUHFTcareers Overseas candidates to determine the likelihood of obtaining sponsorship by assessing themselves against the criteria on the gov.uk website. Date posted 24 January 2025 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum Contract Permanent Working pattern Full-time Reference number 287-DSS-518-24 -A Job locations Royal Liverpool Hospital Mount Vernon Street Liverpool L7 8XP Job description Job responsibilities The post holder is responsible as part of a team for providing a dedicated and comprehensive administration and reception service for patients and the public within the Trust. The post holder will act as the first point of contact for all enquiries from internal and external customers at all levels. In carrying out their duties, the post holder will work to defined departmental procedures to maximise effective use of clinic capacity and help ensure that the Trust meets local and national waiting time and booking targets. The post holder will undertake reception duties in a pleasant, tactful and understanding manner, communicating professionally and effectively with patients, visitors and clinical personnel. The post holder will deal with patients and visitors, who at times may be distressed, in a sensitive and caring manner. A significant responsibility of the role is to accurately record information using relevant Trust paper and computer based systems. It is essential that the post holder should exercise initiative commensurate with the role and ensure that confidentiality is maintained at all times. Job description Job responsibilities The post holder is responsible as part of a team for providing a dedicated and comprehensive administration and reception service for patients and the public within the Trust. The post holder will act as the first point of contact for all enquiries from internal and external customers at all levels. In carrying out their duties, the post holder will work to defined departmental procedures to maximise effective use of clinic capacity and help ensure that the Trust meets local and national waiting time and booking targets. The post holder will undertake reception duties in a pleasant, tactful and understanding manner, communicating professionally and effectively with patients, visitors and clinical personnel. The post holder will deal with patients and visitors, who at times may be distressed, in a sensitive and caring manner. A significant responsibility of the role is to accurately record information using relevant Trust paper and computer based systems. It is essential that the post holder should exercise initiative commensurate with the role and ensure that confidentiality is maintained at all times. Person Specification Qualifications Essential Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent) Desirable ECDL, CLAIT or IBT qualification Registration with and/or working towards records management or legislative qualification e.g. ISEB, DPA, IHRIM, BCS, Records Management Society etc. Experience Essential Experience working with the public/patients Clerical experience with the ability to undertake duties including filing, photocopying, scanning, data entry, faxing, email etc. Desirable Experience working in a hospital or NHS environment Experienced user of a patient administration system (PAS) Knowledge Desirable Awareness of legislation, standards and guidelines relating to records and information Knowledge of health records processes or systems Skills Essential Accurate keyboard skills Ability to use own initiative Ability to work to deadlines Team player Other Essential Physically able to perform the duties of the post Ability to travel to any Trust site as required Courteous, polite and of smart appearance Person Specification Qualifications Essential Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent) Desirable ECDL, CLAIT or IBT qualification Registration with and/or working towards records management or legislative qualification e.g. ISEB, DPA, IHRIM, BCS, Records Management Society etc. Experience Essential Experience working with the public/patients Clerical experience with the ability to undertake duties including filing, photocopying, scanning, data entry, faxing, email etc. Desirable Experience working in a hospital or NHS environment Experienced user of a patient administration system (PAS) Knowledge Desirable Awareness of legislation, standards and guidelines relating to records and information Knowledge of health records processes or systems Skills Essential Accurate keyboard skills Ability to use own initiative Ability to work to deadlines Team player Other Essential Physically able to perform the duties of the post Ability to travel to any Trust site as required Courteous, polite and of smart appearance 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Liverpool University Hospitals NHS Foundation Trust Address Royal Liverpool Hospital Mount Vernon Street Liverpool L7 8XP Employer's website https://www.liverpoolft.nhs.uk/ (Opens in a new tab)