Receptionist / Admin Assistant

An exciting opportunity has arisen to join the Reception Hub for Community Clinic Services at Mersey Care NHS Foundation Trust. The Reception Hub provides the first point of contact for patients, carers and healthcare professionals seeking support from community health services. The successful candidate will play a key role in answering telephone calls, managing referrals and providing administrative support to ensure patients are directed to the appropriate services quickly and efficiently. This role will require working at various community clinics once training is complete and the post holder is confident in the role.

Responsibilities

• Serve as the first point of contact for service users, handling incoming calls from patients, carers, and healthcare professionals.
• Provide clear and accurate information in response to enquiries.
• Record and update patient information on Trust systems.
• Process referrals and requests for community services.
• Ensure calls are handled efficiently and in line with service standards.
• Manage calls and prioritise tasks within a busy contact centre environment.
• Escalate calls or queries to clinical teams or senior staff where appropriate.
• Complete administrative tasks linked to patient referrals and service coordination.
• Maintain accurate records while adhering to confidentiality and information governance standards.
• Work as part of a team to maintain service performance and support operational targets.
• Organise appointments and ensure patients arrive on time using the patient administration system, including re‑prioritising appointments.
• Process all forms of incoming and outgoing mail.
• Work without direct supervision, prioritising own workload to support smooth clinical services.
• Demonstrate working practices to new staff as part of the induction process.
• Assist with management of medical emergencies that may arise.
• Escalate issues or problem areas to senior colleagues as appropriate.
• Escalate complex enquiries according to locally agreed procedures.
• Observe a personal duty of care in relation to equipment and resources.
• Provide flexible cover when required to maintain service delivery.
• Defuse potential complaints or conflicts and escalates appropriately following the Trust complaints procedure.
• Contribute to changes in procedures and implement them for the service.
• Communicate appropriately and sensitively with patients and carers, recognising the need for alternative communication methods for distressing situations, physical or learning disabilities, visual or hearing impairments, dementia, challenging behaviour, cultural background, and preferred communication styles. This may include requesting translator services.
• Provide statistical information as required for audit purposes.

Qualifications

• GCSE or NVQ Level2 or equivalent experience.
• IT literate.
• Proven experience of word processing, spreadsheet& email software.
• Experience using Patient Administration Systems.
• Experience of general administration office skills.
• Experience working to conflicting demands and working effectively within teams.
• Ability to work in a confidential and sensitive manner.
• Ability to plan, prioritise and schedule own work.
• Good organisational skills.
• Ability to work without supervision.
• Flexibility to work in accordance with service needs.
• Effective communication and interpersonal skills, including telephone and face‑to‑face communication.
• Experience of handling cash or raising invoices relating to patient charges.

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