Job Description

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



Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets 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

For full role duties and responsibilities please see attached and Person Specification .



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.



For full role duties and responsibilities please see attached and Person Specification .