Reception Team Lead

To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required.
- To provide an accurate and timely appointment booking service for patients admitting, discharging or requiring follow up Out Patient appointments.
- To be the first line public face of the Trust for patients attending for clinical treatment
- To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times
- To offer 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 at coming to hospital.
- To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed
- Manage and support reception staff in ophthalmology department in both sites (eye unit in main site and Keats House in Bush Fair, Harlow.
- To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required.
- To provide an accurate and timely appointment booking service for patients admitting, discharging or requiring follow up Out Patient appointments.
- To be the first line public face of the Trust for patients attending for clinical treatment
- To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times
- To offer 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 at coming to hospital.
- To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed
- Manage and support reception staff in ophthalmology department in both sites (eye unit in main site and Keats House in Bush Fair, Harlow.

Our Organisation
The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop’s Stortford, and St Margaret’s Hospital in Epping.
We employ 3,500 staff and serve a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop’s Stortford and Epping. Our extended catchment area incorporates a population of up to 500,000 and includes the areas of Hoddesdon, Cheshunt and Broxbourne in Hertfordshire.
Our Values
The Princess Alexandra Promise to our patients as identified by our 3 values which will contribute to improving our patient experiences:
Patient at heart - Always holding the patient and their wellbeing at the centre of our thoughts and efforts
Everyday excellence - Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both
Creative collaboration - Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care
The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level.
Please see the attached Job description and person specification for the full job details. This is available to download at any time.