Job summary
- Main area
- Trauma and Orthopaedics
- Grade
- NHS AfC: Band 3
- Contract
- Permanent: On-site Working
- Hours
- Full time - 37.5 hours per week (Monday-Friday between the hours of 08:00-17:30)
- Job ref
- 193-7411808PCG
- Employer
- Royal Berkshire NHS Foundation Trust
- Employer type
- NHS
- Site
- Royal Berkshire Hospital
- Town
- Reading
- Salary
- £24,937 - £26,598 per annum
- Salary period
- Yearly
- Closing
- 31/08/2025 23:59
Employer heading
Outpatients Administrator (T&O OPD)
NHS AfC: Band 3
Royal Berkshire Hospital are pleased to announce that following our CQC inspection we have been rated ‘Good’ with inspectors reporting that we have made significant improvements. The Trust’s overall rating has also improved to ‘good’. This is a great opportunity to join our clinical or non-clinical teams to create a positive and motivating environment within our trust. Come and join our team in this exciting time of change as we pride ourselves, our staff and our services on excellence.
At the Royal Berkshire NHS Foundation Trust we put our patients at the heart of every element of health and care that we provide. The Trust works together as a community to deliver its vision which is “Working together to provide outstanding care for our community.”
We are Compassionate in our thoughts, words and actions
We are Aspirational and have a true desire to be dynamic and to innovate
We are Resourceful and responsible in the way we work and live
We are Excellent in our development, fairness and sharing best practice
Amazing things happen at the Royal Berkshire NHS Foundation Trust; delivered by amazing people so why don’t you come and join us. We offer a range of learning and development for all employees may you be clinical or non-clinical.
Job overview
Band 3 Outpatients Administrator (T&0 OPD)
The post holder will be the point of contact for the administrative issues relating to patients’ pathway of care in relation to outpatient enquires and Virtual Fracture Clinic (VFC).
The post holder will work as part of a multidisciplinary team and will provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly.
In addition to managing the VFC patient pathways, the post holder will also be required to perform complex administrative functions and will be responsible for receiving patients and visitors attending the orthopaedic outpatient clinics, taking ownership of escalated administrative issues where appropriate.
The Orthopaedic Outpatient Administrator works in close partnership with medical, nursing and clinical admin team (CAT) staff to ensure the smooth running of the outpatients department.
The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact.
To provide a consistent approach across the Trust, using Standard Operating Procedures (SOPs) to ensure that functions of the role are carried out correctly within given timescales.
Main duties of the job
Act as the first point of contact for visitors, patients, and colleagues in a professional and friendly manner.
Manage patient referrals by processing and uploading them to the Electronic Patient Record (EPR) system, including new patient registration.
Prepare documentation for T&O outpatient clinics and handle incoming calls, liaising with relevant staff as needed.
Check patients in, verify demographics, and efficiently schedule appointments to optimize clinic capacity and ensure patients see the appropriate clinician.
Maintain accurate records using Trust IT systems and specialty databases.
Investigate patient DNAs and communicate with consultants.
Manage cancellations, handle post, and perform general typing and minute-taking.
Provide cross-cover and support within the outpatient team, including training new staff.
Contribute to service improvements and efficiently manage own workload.
Process departmental orders and manage stock levels.
Assist visitors and patients with directions and transport requests.
Oversee charity donations and ensure a safe, organized work environment by reporting facility issues.
Perform additional duties as directed by the Deputy Department Manager.
Working for our organisation
The post holder will display the agreed behaviours of the Directorate and the Trust as encapsulated by the performance management and personal development documentation, and in particular, the Trust expects all staff to comply with all relevant policies and codes of conduct and to display the values of the Trust.
The key purpose of this role is to deliver a 'world class' service to the Trust and the job holder will be expected to deliver this level of service through personal conduct, personal responsibility and the following key characteristics.
Detailed job description and main responsibilities
Provide excellent customer care and act as a friendly, accessible communication hub for patients, carers, clinical teams, and external organisations.
Support the outpatient team with flexibility and assist patients in agreeing appointment dates.
Handle telephone enquiries and complex queries, escalating when needed.
Manage patient complaints or refer appropriately.
Coordinate interpreting and patient transport services.
Ensure timely, accurate written and verbal communications with patients and staff, including appointment confirmations.
Track and annotate health record movements on EPR for full traceability. Store and process records in line with Trust and Information Governance standards.
Request and retrieve health records as needed, ensuring clinical notes and correspondence are properly completed, merged, and filed.
Support staff in locating health records efficiently.
Person specification
Skills, Knowledge, Ability
Essential criteria
- Accurate data entry, typing and checking skills
- Ability to communicate effectively with people of all levels
Desirable criteria
- Knowledge of healthcare administrative systems and processes
Previous experience
Essential criteria
- Experience of working with patients and providing information regarding their appointments or treatment
Desirable criteria
- Previous experience of health or social care setting
- Experience working with members of the public
Education
Essential criteria
- GCSE or equivalent
- IT skills, including Email
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Simon Gurung
- Job title
- Deputy Department Manager
- Email address
- [email protected]
- Telephone number
- 01183227550
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