Receptionist

2 weeks ago

London, Greater London, United Kingdom Lewisham and Greenwich NHS Trust Full time
The Women's Health Division is seeking to recruit an experienced, highly motivated and enthusiastic Receptionist to join their busy outpatient team at University Hospital Lewisham

This is a full-time (37.5 hours per week) role for a six-month period with the potential to extend.

  • Early Pregnancy Unit
  • 2WW
  • General Gynaecology
  • Urogynaecology
  • Obstetrics
  • Colposcopy
The successful applicant will be self-motivated, have excellent interpersonal skills and be patient focused.

To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.

To be the first line of contact to the public face of the Trust for patients attending clinical treatment.

To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.


To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.

To maintain a calm attitude at all times, being aware of patients' worries and concerns coming to hospital.

To advise patients of any delays in clinic or the availability of medical staff.

Ensure clinic staff are aware of current patient appointment waiting times.


To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.

Cancelling and rebooking booked clinics at the request of clinicians.


Lewisham and Greenwich NHS Trust is a community focused provider of local and acute care, providing high quality services to over one million people living across the London boroughs of Lewisham, Greenwich and Bexley.

With a turnover of around £700 million, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham and a range of community settings in Lewisham.

We also provide some services at Queen Mary's Hospital in Sidcup.

As an organisation, we've made significant improvements for patients and staff in the last two and-a-half years.

This is reflected in our most recent Care Quality Commission (CQC) inspection (from February 2020), which found improvements across the organisation and gave us an improved rating of "Good" in the Well-Led and Effective domains, in addition to the rating of "Good" that we had already achieved in the Caring domain.

Our staff culture change programme has been key to the Trust's improvement journey, as we've stabilised our workforce by reducing vacancy rates and improving staff retention.

We've also significantly increased the representation of minority ethnic leaders across our clinical and corporate teams.

To arrive, depart, book follow up appointments and cancellations on the Trust's iCare system in a timely fashion


To book follow up appointments/review clinic entries for patients in the Outpatient areas and ensure Clinic Outcome forms are completed at the end of every clinic.

Ensure the accurate entry and up-date of patient details and patient hospital episodes.

To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.


To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.

To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients.

To check case note availability prior to clinic, escalating to the appropriate teams for missing records.

To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding, Medical Secretaries, Medical Records etc.)

To organise support services for patients as required e.g., booking interpreters and liaising with the transport desk.

To participate in the PDR process to ensure personal skills are enhanced.


To comply with 18-week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health.

Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.


Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Manager or Outpatient Supervisor to ensure a high-quality service delivery.


Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.

Receive internal and external telephone enquiries with regard to all Outpatient matters.

The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines

To escalate to relevant Specialty Service Ma

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