Job summary
- Main area
- Outpatients
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 337-NP-9299AC
- Employer
- London North West University Healthcare NHS Trust
- Employer type
- NHS
- Site
- Northwick Park Hospital
- Town
- Harrow
- Salary
- £29,651 - £31,312 pa Inclusive of High Cost Area Supplement
- Salary period
- Yearly
- Closing
- 06/01/2026 08:00
Employer heading
Outpatients Administrator & Receptionist
NHS AfC: Band 3
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Find out more about our Trust and why you should join us#WeAreLNWH
Find out more about Our HEART values
Find out more about our Trust Staff Benefits
Our vision at London North West University Healthcare NHS Trust is to put “Quality at our HEART”. Find out more about our ambitious strategy
We are clear that our vision can only be achieved by our staff, who are our most valuable asset.
Our vision is driven by our HEART values and behaviours which were developed together with our staff.
- H onesty
- E quity
- A ccountability
- R espect
- T eamwork
These values describe how we interact with each other and our patients and must underpin everything we do to achieve our vision.
LNWUH is a flexible working friendly organisation, we want you to be able to work in a way that is best for us and for our patients, and for you. Please speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern. If it works for the service, we will do our best to make it work for you.
Job overview
Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes
Advise clinics of patients who are late arriving for their appointments
Book follow-up appointments
File documents according to Information Governance policy
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces
Support the Managers and Supervisors in developing a patient focused service.
Customer Care:
Communicate with patients, visitors and staff in a professional and courteous manner
Update patient demographics and assist with wayfinding
Main duties of the job
• Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
• Ensure that all patients attending in person are checked in
• Ensure patient information is complete and up to date on the Trust ERS
• Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
• Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
• Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
• Communicate effectively using all available forms of communication
• Be a calm, supportive, flexible and adaptable member of the team
• Deal with all enquiries in a professional and co-operative manner
• Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
• Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible
• Provide non-clinical advice and guidance regarding appointments
• Process patient data and appointments using the Trust EPR
• Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
Working for our organisation
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Detailed job description and main responsibilities
• Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
• Ensure that all patients attending in person are checked in
• Ensure patient information is complete and up to date on the Trust ERS
• Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
• Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
• Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
• Communicate effectively using all available forms of communication
• Be a calm, supportive, flexible and adaptable member of the team
• Deal with all enquiries in a professional and co-operative manner
• Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
• Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible
• Provide non-clinical advice and guidance regarding appointments
• Process patient data and appointments using the Trust EPR
• Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
• Redistribute and file appropriate documents according to Information Governance policy
• Maintain an uncluttered and tidy reception area
• Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers
• Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
• Be a proactive problem solver and encourage team-wide problem solving
• Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes
• Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
• Complete staff surveys and audits
• Maintain grooming and dress standards, in accordance with departmental/Trust policy
• Assist in supporting and mentoring of new team members
• Attend annual appraisals and review objectives regularly
• Attend, complete and apply all mandatory training
• Support the Service Manager and Supervisors in developing a patient focused service
***Please see attached job description and person specification for full role duties and responsibilities***
Person specification
Education & Qualifications
Essential criteria
- NVQ Level 3 or equivalent experience
- English at GCSE level
Knowledge & Experience
Essential criteria
- Experience of delivering excellent customer service
- Experience of administrative work
- Experience of working in a constantly changing environment without direct supervision
Desirable criteria
- Cerner /NHS Experience
- Understanding of confidentiality, data protection and safeguarding
Skills Abilities and Attributes
Essential criteria
- Advanced keyboard skills Ability to input electronic data accurately
- Confident user of Excel and Outlook Good level of numeracy skills
- Takes the initiative but works well in a team Self-motivated and organised Excellent time management skills
- Flexible and able to adapt in order to meet competing priorities and changing work processes
- Willing to work flexible hours in line with the demand of the service
Desirable criteria
- Experience of using Cerner / CRM database software
HEART values
Essential criteria
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork
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
- Laura Harris
- Job title
- Outpatients Service Manager
- Email address
- [email protected]
- Telephone number
- 07776674024
- Additional information
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