Job Description

The post holder will ensure high levels of patient and clinical satisfaction by being accessible, patient focused and a knowledgeable point of contact, ensuring they work within the Royal Berkshire Hospital and the British Association of Sexual Health and HIV guidelines / policies / protocols.The post holder will supervise both the receptionists and administrators and allocate and coordinate work as required. They will work closely with the Patient Pathway Manager and Service Manager to ensure the smooth running of the service and effective functioning of the Administration Team.The post holder will participate in the provision of an integrated sexual health service, assisting clinicians in managing patient requirements. Specifically, the post holder will be a point of contact for all administrative issues relating to patients' pathways of care, including Florey Clinic reception, HIV, Contraception and Psychosexual Therapy.It is expected that the post holder will develop a good working knowledge of administrative standard operating procedures (SOPs) relating to all aspects of the service and is able to provide both reception and administrative cover and support to any aspect of the service as required. This role will also include general admin duties, including but not limited to answering patient and staff telephone queries, working on reception, scheduling appointments, processing clinic letters, filing and general clerical tasks.
Main duties of the job

• Ensure the quality and accuracy of patient data entered into information systems is maintained at all times.
• Provide and receive information regarding patient care and resolve queries from both patients and staff
• Provide a patient focused service and be able to communicate effectively and appropriately with patients and staff.
• Manage the collection and compilation of statistical data and reports as required.
• Promptly answer telephone enquiries, taking and relaying messages in a polite and helpful manner, and taking action as appropriate.
• Open and redirect incoming mail and email, ensuring they reach the correct person in a timely manner.
• Ordering of supplies as required by the department on the Trust procurement system
• Attend team/departmental meetings as required.
• Contribute to service developments and improvements and ensuring efficiency of processes, in order to deliver the highest possible standard of care to patients.
• Carry out any general admin duties as required.

About us
We are one of the largest general hospital foundation trusts in the country - serving a population of more than 500,000 people - and the main provider of acute and specialist care services for West Berkshire.
Reading sits on the river Thames and is served by great road and rail links to London, Oxford and Southampton. With excellent leisure and shopping facilities, and a thriving cultural scene, Reading is a wonderful place to live, work, play, and provides excellent facilities for families, including some of the best state and private schools in the UK.
The CQC recently rated the care provided by the Royal Berkshire NHS Foundation Trust as Good.
Our values: Compassionate, Aspirational, Resourceful, Excellent, reflect the type of Trust we aspire to be and you can join our dedicated and talented staff to make this happen.
Details
Date posted
09 June 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
26,530 to 29,114 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
193-7243483NCG
Job locations
90% Florey Clinic (Reading) / 10% Outreach Clinic (Newbury)
Florey Clinic, Craven Road
Reading
RG1 5LE
Job description
Job responsibilities
For further information on the job role, please refer to the Job description and person specification attached. Job description
Job responsibilities
For further information on the job role, please refer to the Job description and person specification attached.
Person Specification
Education / Qualification
Essential

• Educated to A-level, or NVQ Level 4 in Business Administration/Customer Care or acquired equivalent experience
• GCSE or equivalent in English and Maths, grades A-C

Desirable

• Computer Literacy Course e.g. ECDL

Previous Experience, e.g. paid and unpaid relevant to the post
Essential

• Experience of working with patients and providing information regarding their appointments or treatment needs
• Experience of working as part of a multi-disciplinary team
• Experience of using full range of IT systems and patient data systems
• Experience of using Microsoft Office, including Word and Excel
• Customer Care experience

Desirable

• Experience of supervising staff. Experience of records management. Experience of scheduling patient appointments and / or admissions

Skills, Knowledge, Abilities
Essential

• Accurate data entry, typing and checking skills. Ability to produce letters / reports using Word and Excel
• Ability to communicate effectively with people at all levels. Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
• Ability to plan, prioritise and delegate workload. Manage and interpret data correctly to inform decision making
• Strong attention to detail. Ability to initiate and co-ordinate change to own working practices
• Excellent IT skills. Thorough knowledge of healthcare administrative systems and processes

Desirable

• Knowledge of Lillie. Contributes to service improvement. Makes a positive contribution to effective multi-disciplinary team working
• Knowledge of medical terminology appropriate to specialism. Knowledge of specialty specific patient pathways. Understanding of the National Sexual Health Strategy
• Knowledge of NHS research systems and Research Governance

Aptitudes, Personal Characteristics, e.g. aptitude for figures, special demands of the post.
Essential

• Good interpersonal skills. Good time management. Work in a non-judgmental manner
• Uphold confidentiality. Self-awareness. A team player
• Ability to use own initiative. Motivated. Enthusiastic. Organised

Person Specification
Education / Qualification
Essential

• Educated to A-level, or NVQ Level 4 in Business Administration/Customer Care or acquired equivalent experience
• GCSE or equivalent in English and Maths, grades A-C

Desirable

• Computer Literacy Course e.g. ECDL

Previous Experience, e.g. paid and unpaid relevant to the post
Essential

• Experience of working with patients and providing information regarding their appointments or treatment needs
• Experience of working as part of a multi-disciplinary team
• Experience of using full range of IT systems and patient data systems
• Experience of using Microsoft Office, including Word and Excel
• Customer Care experience

Desirable

• Experience of supervising staff. Experience of records management. Experience of scheduling patient appointments and / or admissions

Skills, Knowledge, Abilities
Essential

• Accurate data entry, typing and checking skills. Ability to produce letters / reports using Word and Excel
• Ability to communicate effectively with people at all levels. Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
• Ability to plan, prioritise and delegate workload. Manage and interpret data correctly to inform decision making
• Strong attention to detail. Ability to initiate and co-ordinate change to own working practices
• Excellent IT skills. Thorough knowledge of healthcare administrative systems and processes

Desirable

• Knowledge of Lillie. Contributes to service improvement. Makes a positive contribution to effective multi-disciplinary team working
• Knowledge of medical terminology appropriate to specialism. Knowledge of specialty specific patient pathways. Understanding of the National Sexual Health Strategy
• Knowledge of NHS research systems and Research Governance

Aptitudes, Personal Characteristics, e.g. aptitude for figures, special demands of the post.
Essential

• Good interpersonal skills. Good time management. Work in a non-judgmental manner
• Uphold confidentiality. Self-awareness. A team player
• Ability to use own initiative. Motivated. Enthusiastic. Organised