Outpatients Front of House Administration Assistant
Location: The New QE2 Hospital, Welwyn Garden City, Type: Permanent, Hours: Part time – 7.5 hours per week, Band: Band 3
Salary: £25,760 – £27,476 per annum (pro‑rate), plus 5% High Cost Area Supplement, paid yearly. Closing date: 24/07/2026 23:59.
Job Overview
The Outpatients Front of House Administration Assistant supports the smooth operation of outpatient services by providing a professional and welcoming service to patients, relatives and visitors. Key duties include checking patients in, booking follow‑up appointments whilst on‑site, and ensuring accurate financial reconciliation and cashing‑up of clinics. The role is autonomous within defined procedures and requires the ability to resolve routine problems without direct supervision.
Main Duties
- Deliver efficient front‑facing reception and administrative service, acting as the first point of contact for outpatient visitors.
- Provide courteous and efficient reception service to all patients, relatives and visitors.
- Ensure administrative cover during clinic times, communicating with supervisor if any problems arise.
- Give information on clinic locations, waiting times and general outpatient services.
- Maintain smooth patient flow through the department by working closely with clinical teams to manage waiting areas.
- Support the smooth running of clinics by working proactively with nursing and medical staff to manage patient flow and reduce delays.
Qualifications and Experience
- Previous clerical/administrative experience in a reception environment.
- Experience in customer service roles, especially handling telephone queries.
- Previous NHS or healthcare administrative experience.
- Experience working with confidential and sensitive information.
- Educated to GCSE level or equivalent, including English and Maths (A‑C / 9‑4).
- NVQ Level 2 or 3 in Business Administration or Customer Service.
- Continuously demonstrate personal development.
Skills and Knowledge
- Understanding of patient confidentiality and data protection.
- Awareness of equality, diversity and inclusion in a healthcare setting.
- Excellent interpersonal and communication skills (verbal and written).
- Ability to remain calm under pressure and diffuse challenging situations professionally.
- Strong organisational skills and attention to detail.
- Competent in Microsoft Office, particularly Excel and Outlook.
- Ability to prioritise workload and manage time effectively.
- Accurate data entry and retrieval from electronic systems.
- Familiarity with outpatient appointment booking procedures.
- Knowledge of NHS access targets and RTT (Referral to Treatment) pathways.
- Ability to adapt communication for patients with additional needs or non‑English speakers.
- Ability to generate simple reports and spreadsheets.
Personal Attributes
- Polite, patient‑focused and empathetic.
- Flexible and able to work as part of a team.
- Proactive and willing to learn and adapt to change.
- Committed to pursuing a career in healthcare administration.
Equality, Diversity and Inclusion
East and North Hertfordshire Teaching NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We are dedicated to creating a workforce that represents the communities we serve and encourage applications from all backgrounds, including candidates with disabilities and those from Black, Asian and Minority ethnic (BAME) backgrounds who are under‑represented in our workforce.
We are proud to be a Disability Confident employer.
Flexibility
Flexible working arrangements are possible and we encourage employees to discuss potential flexibility with their supervisors.
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