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Job summary

Main area
Administration
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week (n/a)
Job ref
392-RNOH-1292
Employer
Royal National Orthopaedic Hospital NHS Trust
Employer type
NHS
Site
Private Care 4th Floor, The Stanmore Building
Town
Stanmore
Salary
£29,651 - £31,312 Per Annum Including HCAS
Salary period
Yearly
Closing
16/09/2025 23:59

Employer heading

Royal National Orthopaedic Hospital NHS Trust logo

Front of House Receptionist

NHS AfC: Band 3

Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers – North London Partners Shared Service, who conduct recruitment activities on behalf of Royal National Orthopaedic Hospital NHS Trust. 

The Royal National Orthopaedic Hospital NHS Trust is the largest orthopaedic hospital in the UK and a global leader in our field.  We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the Trust. The RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients

  • Rated Good by the CQC
  • Two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility
  • Our Research and Innovation Centre works closely with our main academic partner, University College London
  • Recognised as a centre of excellence,  leading on national initiatives, such as the Getting It Right First Time (GIRFT) Programme
  • Further major redevelopment underway across the Stanmore site – improving and modernising our facilities to maintain our position as the UK’s leading centre for orthopaedic medicine
  • In the NHS staff survey, over 90% of our staff were satisfied with the quality of care they are able to give to patients - the best result of any NHS Trust in the country
  • Our staff also indicated that they had the best experience of appraisals as compared to all other NHS Trusts.

This is a great time to join us and play a critical role in the next stage of RNOH’s journey to achieving an outstanding CQC rating.

Our aim is to remain a world-leading orthopaedic hospital with the best patient care and staff experience in the NHS. To do this, we have four core values that underpin everything that we do. We use our values to help ensure that we are always focused on the things that our staff and patients believe are most important:

  • Patients first, always
  • Excellence, in all we do
  • Trust, honesty and respect, for each other
  • Equality, for all

Our annual staff survey results have been improving year on year, with our staff telling us that their experience of working at the Trust is getting better and better. They also indicate that our staff feel very loyal to the RNOH and committed to its role in providing the very best care to our complex patient group. We hope that we can welcome you to our growing team soon.

Job overview

Provide a warm and professional welcome to all patients, visitors, and staff, ensuring a positive first impression of the Private Care Department.

Main duties of the job

Provide a warm and professional welcome to all patients, visitors, and staff, ensuring a positive first impression of the Private Care Department.

Handle incoming calls and face-to-face inquiries efficiently, directing them to the appropriate departments or individuals.

Manage the reception area, ensuring it is clean, tidy, and well-organised at all times.

Schedule and confirm appointments, ensuring all relevant information is accurately recorded and communicated.

Maintain high standards of data quality, ensuring all patient information is entered promptly and accurately.

Prepare and distribute daily schedules to relevant parties.

Act as the point of contact for patient information and ensure compliance with all relevant regulations and standards.

Prepare and maintain the consulting rooms ahead of outpatient clinics.

Support the Private Care Head of Operations in maintaining a high-quality service.

Provide cross-cover for absent administrative colleagues as required.

1Manage the timely export of charge sheets to Private Care’s outsourced billing provider

Use computerised patient management systems to collect, retrieve, and enter patient data, ensuring timely updates and communication of any changes.

Participate in ad hoc projects and tasks as required.

Working for our organisation

RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/

Detailed job description and main responsibilities

  1. Use Trust IT systems to ensure relevant and appropriate patient information is entered and captured.
  2. Handle and distribute post within the department.
  3. Photocopy documents as required.
  4. Actively participate within allocated teams to ensure duties and responsibilities are equally shared, including covering staff absences.
  5. Monitor own workload and escalate to your manager if performance is below the required level.
  6. Report any problems relevant to the department to the Private Care Manager and log issues to Estates or Digital Services.
  7. Demonstrate high levels of customer care and be an ambassador for customer care within the trust.
  8. Adhere to the Trust Policies and Procedures that are relevant to the department and Trust.
  9. Undertake mandatory training required for the role to ensure up-to-date knowledge of Trust-wide values.
  10. Any other duties as may be appropriate to the post.

Person specification

Communication & Relationship Skills

Essential criteria
  • Excellent communication skills and use of written and spoken English
  • Ability to communicate with individuals at all levels
  • Excellent customer service
Desirable criteria
  • Ability to work within a multidisciplinary team

Knowledge, Training & Experience

Essential criteria
  • Good level of general education, English Language and maths GCSE equivalent
  • Educated to NVQ in customer care or equivalent experience
  • Experience working within private healthcare sector
Desirable criteria
  • Knowledge of iCS & NoteOn RSA 1 and/or 2 Computer literate with Microsoft and associated software package skills

Analytical & Judgment Skills

Essential criteria
  • Excellent administrative and organisation skills
  • Ability to work unsupervised and use own initiative
  • Ability to prepare clear and accurate information
  • Problem solving skills
  • Understanding of data confidentiality procedures
Desirable criteria
  • Knowledge of Government and Local Targets

Planning & Organisational Skills

Essential criteria
  • Prioritising unpredictable workload
  • Flexible approach to working
  • Effective time management
  • Ability to plan and deliver within tight timescales
  • Ability to work on own initiative with sound decision-making

IT skills

Essential criteria
  • Good IT skills in Excel and Word
  • Accurate keyboard skills
  • Computer literate
Desirable criteria
  • Knowledge of data bases and collating reports

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardApprenticeships logoNo smoking policyInvestors in People: GoldImproving working livesCare quality commission - GoodMindful employer.  Being positive about mental health.Disability confident employerNHS Rainbow badgeNational Preceptorship for Nursing Quality MarkBronze Trailblazer by Race Equality MattersDefence Employer Recognition Scheme (ERS) - GoldAccredited Menopause Friendly EmployerRoyal College of Anaesthetists AccreditedCareLeaver CovenantThe Employer Standards provide a clear framework to businesses of all shapes and sizes to maximise the impact of employer engagement with young people, ensuring mutual value and long-term business success

Applicant requirements

You must have appropriate UK professional registration.

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

Apply online now

Further details / informal visits contact

Name
Chanaide Butler
Job title
Head of Operations and Administration
Email address
[email protected]
Telephone number
0208 909 5114
Additional information

n/a

If you have problems applying, contact

Address
WHT
Telephone
If you have any queries, please contact NLPSS Recruitment Helpdesk tel. 020 3758 2060
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