Receptionist

Job overview

• We are seeking a friendly, motivated and highly organised Receptionist to join our Renal and Transplant Outpatients team at Oxford University Hospitals. This is an excellent opportunity for someone who thrives in a busy patient‑facing environment and is committed to delivering outstanding customer service. As the first point of contact for patients, carers and visitors, you will play a key role in ensuring clinics run smoothly and that every patient receives a safe, welcoming and positive experience. Duties include checking patients in and out of clinic, responding to telephone and face‑to‑face enquiries, preparing clinic lists and paperwork, and maintaining an organised and professional reception area. You will work closely with nurses, doctors and administrative colleagues to support patient flow, manage appointment queries, arrange patient transport or interpreters when required, and scan correspondence into electronic patient records. You will also handle emails and PowerChart messages, ensuring information is actioned in a timely and accurate manner. We are looking for someone who has excellent communication and customer‑service skills, can work independently using initiative, is confident with computer systems, and remains calm and supportive in a fast‑paced environment. A commitment to the Trust value of Compassionate Excellence is essential.

Main duties of the job

• Provide a welcoming, professional reception service for patients, carers and visitors.
• Check patients in/out, confirm demographics and prepare daily clinic lists.
• Support safe patient flow by liaising with nursing and medical teams and escalating delays.
• Book, amend and cancel appointments in line with Trust policies and RTT rules.
• Arrange patient transport or interpreters when required.
• Prepare outcome forms, labels and clinic paperwork accurately.
• Use EPR/PowerChart to update records, action tasks and manage messages.
• Upload correspondence using Scanit and maintain accurate electronic records.
• Handle telephone and email enquiries, providing reassurance, clear information and guidance.
• Maintain confidentiality and ensure the reception area meets information governance standards.
• Work independently, using initiative, and support general administrative duties as needed.

Detailed job description and main responsibilities

MAIN PURPOSE OF POST

The Receptionist provides front-line administrative support for the Renal and Transplant Outpatient service.  Key responsibilities include welcoming patients, managing check-in processes, scheduling and confirming appointments, and ensuring accurate data entry into clinical systems. The role is critical for maintaining patient flow, reducing waiting times, and supporting clinicians by coordinating essential information.  Strong communication skills, attention to detail, and the ability to work in a fast-paced environment are essential to deliver a positive patient experience and meet national access standards.

RESPONSIBILITIES:

Reception & Patient Interaction

Greet patients and visitors in a pleasant and professional manner, always ensuring compassionate excellence.

• Ensure patients are kept informed of waiting times for outpatient and diagnostic appointments, advising of any delays or issues as they arise.
• Communicate politely and effectively with patients, carers, and healthcare staff, responding to enquiries in person, by phone, and via email.
• Convey any changes to appointments sensitively, providing clear explanations and reassurance.
• Provide appropriate information and instructions to patients, carers, and staff regarding clinic processes and procedures.

Appointment & Procedure Management

• Check in and check out all outpatient and diagnostic appointments on EPR, recording the appropriate outcome and 18-week RTT status.
• In agreement with the patient, book follow-up appointments as indicated by the clinic outcome form prior to the patient leaving the service.
• Appropriately action any patients who did not attend (DNA) or cancel their appointment on the day, liaising with the clinician concerned and booking a replacement appointment as necessary.
• Liaise with the multidisciplinary team to assist in prioritising clinical procedures and outpatient appointments.
• Ensure all appointments are coded correctly to secure Trust income and generate full patient clinic lists at least 24 hours prior to clinic.

Administrative & Data Management

• Maintain accurate records for clinic activity and performance reporting.
• Scan and file medical reports and results promptly within patient records.
• Sort incoming post and take appropriate action.
• Arrange patient transport and interpreters where required, following Trust protocols.
• Support compliance with RTT and other national and local access standards.

Operational Support & Team Development

• Ensuring smooth patient flow and accurate record-keeping.
• Assist with resolving scheduling conflicts and managing urgent changes.
• Contribute to service improvement initiatives, policy development, and patient/staff surveys.
• Participate in mandatory training, including 18-week pathway management.
• Assist in training new and temporary staff and demonstrate skills to junior colleagues when appropriate.
• Maintain confidentiality of all patient information and adhere to data protection regulations.
• Promote and maintain personal and team development.

General Duties

• Demonstrate high levels of customer care and act as an ambassador for customer service within the Trust.
• Provide a robust administration function that underpins the delivery of a high-quality service and maintain effective working relationships with clinical, nursing, and administrative staff.
• Answer all telephone calls in a timely manner and action as appropriate.
• Always maintain patient confidentiality.
• Be flexible in approach to work, including covering other roles at an appropriate grade or site, and varying working hours to ensure service cover between 08:00 and 17:00.
• Book interpreters and patient transport in line with local processes and CCG guidelines.
• Use Trust IT systems (EPR, PACS, etc.) as required to register patients, make outpatient appointments and check in/out appointments.
• Take responsibility for incoming correspondence and distribute appropriately to clinical and administrative staff.
• Assist with processing new referrals on Choose and Book when required.
• Undertake any other duties requested by the Access Team Leader or Service Delivery Manager appropriate to the grade.

Operational Support & Team Development

• Participate in mandatory training, including 18-week pathway management.
• Assist in training new and temporary staff and demonstrate skills to junior colleagues when appropriate.
• Contribute to service improvement initiatives, policy development, and patient/staff surveys.
• Promote and maintain personal and team development.