Job summary The Outpatient Department at Warwick/Stratford Hospital offers a wide range of clinical experience providing care for patients attending for clinics across 36 specialities. An exciting opportunity has arisen to join the Warwick/Stratford Hospital Outpatients Receptionist Team. We are seeking an enthusiastic highly motivated individual with excellent communication skills who has the ability to work as part of a multi-disciplinary team. We are looking for someone who is positive, progressive and forward thinking. To carry out clerical duties in all aspects of the computerised Health Records Service within the Warwick and Stratford Main Outpatient Departments giving support to patients, medical staff and the management process, maintaining an effective customer focused service. Previous Outpatient experience desirable. Support and training will be provided for the successful candidate. We are accepting applications for full and part time positions - working set shifts which include 08:00-17:30/ 08:00-13:30/13:00-17:30. Main duties of the job To carry out clerical duties in all aspects of the computerised Health Records Service within the Warwick and Stratford Main Outpatient Departments giving support to patients, medical staff and the management process, maintaining an effective customer focused service. About us Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity. Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core. Date posted 17 February 2025 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year pro rata Contract Permanent Working pattern Full-time, Part-time Reference number 203-EL886 Job locations Outpatients Warwick Hospital Lakin Road Warwick CV34 5BW Job description Job responsibilities Principle duties will be amongst the following dependant on area of work on the day:- Perform Reception duties as required: View the Clinics prior to starting, make a note of any changes and pass this information to the nursing staff Check which waiting areas are designated for each clinic in the session Register patients onto the computer system, check their details and make any amendments as necessary i.e.: addresses, ethnic codes, telephone numbers etc. Print new labels for patient case notes with these updated details Relay to the patients on arrival details of any clinic delays and direct the patients to the appropriate designated waiting area Book follow-up appointments for patients and complete transport request forms as appropriate Outcome all clinic lists ensuring all data is recorded correctly i.e.: future appointments/codes and enter ad-hoc appointments onto database Find and enter necessary information for Missing Data and the Un-Outcomed report Locate Inpatients for Visitors and direct Patients & Visitors to other Hospital areas Establish new system procedures as required Participate in audits To perform any other duties commensurate with the grade, as directed by the Team Leader, or Clinical Leads Liaise directly with other unit departments to give or obtain information, including the reporting of maintenance or supply problems Perform Booking duties: Support the Booking Co-ordinators in contacting patients to attend appointments at short notice or when their appointments have to be cancelled or rescheduled if required. Accurately add patients to the appropriate inpatient or outpatient waiting list including processing inpatient booking forms and clinic outcome forms To book appointments and print off and send letters to patients i.e. confirmation letters, reschedule letters, did not attend letters as required Be aware of a patients 18 week pathway and the impact this will have when cancelling or rescheduling an appointment and ensuring the patient is informed. Perform Call handling duties as required: Answer telephone in an efficient, prompt and polite manner Make appointment bookings using PAS and the E-referrals application of all New and Follow-up appointments within set guidelines Contact patients to attend appointments at short notice or when their appointments have to be cancelled Deal with queries and liaise with the Dedicated Clerks and all grades of staff in relation to appointment queries or slot capacity issues and transfer callers to relevant extensions where necessary Liaise with reception staff, notifying them of patient cancellations on the day of clinic Arrange transport/Interpreters for follow-up appointments where necessary Keep documentation up to date including clinic codes Perform Registration duties as required: Register and change patient details which are incorrect on PAS inter trust transfer process Process Referrals and all aspects therein. Input referral data onto the PAS system/referral database as required incorporating RTT status Open and stamp post, check emails and distribute accordingly Print the e-Referrals Service referral letters Scan referral letters onto the relevant database Job description Job responsibilities Principle duties will be amongst the following dependant on area of work on the day:- Perform Reception duties as required: View the Clinics prior to starting, make a note of any changes and pass this information to the nursing staff Check which waiting areas are designated for each clinic in the session Register patients onto the computer system, check their details and make any amendments as necessary i.e.: addresses, ethnic codes, telephone numbers etc. Print new labels for patient case notes with these updated details Relay to the patients on arrival details of any clinic delays and direct the patients to the appropriate designated waiting area Book follow-up appointments for patients and complete transport request forms as appropriate Outcome all clinic lists ensuring all data is recorded correctly i.e.: future appointments/codes and enter ad-hoc appointments onto database Find and enter necessary information for Missing Data and the Un-Outcomed report Locate Inpatients for Visitors and direct Patients & Visitors to other Hospital areas Establish new system procedures as required Participate in audits To perform any other duties commensurate with the grade, as directed by the Team Leader, or Clinical Leads Liaise directly with other unit departments to give or obtain information, including the reporting of maintenance or supply problems Perform Booking duties: Support the Booking Co-ordinators in contacting patients to attend appointments at short notice or when their appointments have to be cancelled or rescheduled if required. Accurately add patients to the appropriate inpatient or outpatient waiting list including processing inpatient booking forms and clinic outcome forms To book appointments and print off and send letters to patients i.e. confirmation letters, reschedule letters, did not attend letters as required Be aware of a patients 18 week pathway and the impact this will have when cancelling or rescheduling an appointment and ensuring the patient is informed. Perform Call handling duties as required: Answer telephone in an efficient, prompt and polite manner Make appointment bookings using PAS and the E-referrals application of all New and Follow-up appointments within set guidelines Contact patients to attend appointments at short notice or when their appointments have to be cancelled Deal with queries and liaise with the Dedicated Clerks and all grades of staff in relation to appointment queries or slot capacity issues and transfer callers to relevant extensions where necessary Liaise with reception staff, notifying them of patient cancellations on the day of clinic Arrange transport/Interpreters for follow-up appointments where necessary Keep documentation up to date including clinic codes Perform Registration duties as required: Register and change patient details which are incorrect on PAS inter trust transfer process Process Referrals and all aspects therein. Input referral data onto the PAS system/referral database as required incorporating RTT status Open and stamp post, check emails and distribute accordingly Print the e-Referrals Service referral letters Scan referral letters onto the relevant database Person Specification Qualifications Essential Good general education Desirable Previous knowledge of PAS an advantage NVQ Customer Service 2 Experience Essential Previous clerical experience NHS experience Desirable Experience of customer service Skills Essential Articulate and able to communicate clearly: verbally and written Good interpersonal skills - able to work as a team Able to use initiative and show practical skills and dexterity Knowledge and use of outlook, excel and word Excellent telephone manner Desirable Competent to communicate with all grades of staff and public Personal Qualities Essential Responsible and reliable Able to work effectively as a team member Co-operative and flexible Recognises own limitations Receptive to change Other Essential Keen to develop personal skills Good work attendance Able to change duties at short notice Person Specification Qualifications Essential Good general education Desirable Previous knowledge of PAS an advantage NVQ Customer Service 2 Experience Essential Previous clerical experience NHS experience Desirable Experience of customer service Skills Essential Articulate and able to communicate clearly: verbally and written Good interpersonal skills - able to work as a team Able to use initiative and show practical skills and dexterity Knowledge and use of outlook, excel and word Excellent telephone manner Desirable Competent to communicate with all grades of staff and public Personal Qualities Essential Responsible and reliable Able to work effectively as a team member Co-operative and flexible Recognises own limitations Receptive to change Other Essential Keen to develop personal skills Good work attendance Able to change duties at short notice 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 South Warwickshire University NHS Foundation Trust Address Outpatients Warwick Hospital Lakin Road Warwick CV34 5BW Employer's website https://www.swft.nhs.uk/ (Opens in a new tab)