Job summary
Outpatient Receptionist Scheduler
Fixed Term - 3 x roles
Department: Patient Access
Band 3
Hours available:
37.5 hours per week until 31 December 2025.
32 hours per week until 28 February 2026.
15 hours per week until 28 February 2026.
The working hours will be between 07:00 and 20:00, Monday to Friday.
All MKUH roles will be considered for flexible working
Do you possess a warm, friendly smile and excellent communication skills? If so, we invite you to join our outstanding team of outpatient receptionists!
We are seeking new team members to become part of our outpatient reception family on a fixed-term contract.
The ideal candidates will demonstrate exceptional communication skills, a friendly demeaner that aligns with our Trust values: We Care, We Communicate, We Contribute, We Collaborate and the ability to efficiently manage reception desk duties across any of our 17 reception areas at Milton Keynes University Hospital, Witan Gate House, Brooklands, Lloyds Court, and Stony Stratford.
Duties would include working on a variety of patient software packages, Microsoft Office, Teams and be responsible for meeting and greeting patients, booking them in for their appointments, scheduling their follow-ups, and answering the telephone which will provide you with additional flexibility in your role and the opportunity to interact with various staff groups.
We look forward to hearing from you!
This role can not be sponsored.
Interview date: 13 May 2025
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs.
The post holder will provide effective and efficient administrative support to a team liaising with patients, doctors, and other healthcare professionals, working across the Outpatients and Main Reception areas and within the Central Booking Function.
We care We communicate We collaborate We contribute
The staff member will work consistently to provide high quality customer service and will be always professional. (NHS Staff Survey 2023).
In return, we will provide training and support during your probationary period to ensure you adapt to your new role and perform to the highest standards.
About us
Administrative and Clerical colleagues experience a highly compassionate and inclusive work environment at MKUH, scoring 7.56 out of 10.
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
Provision of Reception cover for Outpatient areas and MKUH Main Reception to receive patients, ensuring Trust systems are updated accordingly and providing excellent customer service.
Central Booking Office
Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
Reception
Greet patients and other visitors professionally.
Check-patients in and out on the eCare in a timely manner, ensuring any additional support in terms of Interpreters etc are in place for their appointment.
Action clinic outcome forms in a timely manner and undertake a cashing-up process each day for a designated reception area.
Please refer to the job description for further details.
Job description
Job responsibilities
Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
Provision of Reception cover for Outpatient areas and MKUH Main Reception to receive patients, ensuring Trust systems are updated accordingly and providing excellent customer service.
Central Booking Office
Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
Reception
Greet patients and other visitors professionally.
Check-patients in and out on the eCare in a timely manner, ensuring any additional support in terms of Interpreters etc are in place for their appointment.
Action clinic outcome forms in a timely manner and undertake a cashing-up process each day for a designated reception area.
Please refer to the job description for further details.
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- ECDL qualification or equivalent
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
- Clerical experience in a healthcare environment
Desirable
- Experience of transcribing dictation or copy typing
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner
- Good all round communication skills
- Good customer service skills
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Computer literacy
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- ECDL qualification or equivalent
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
- Clerical experience in a healthcare environment
Desirable
- Experience of transcribing dictation or copy typing
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner
- Good all round communication skills
- Good customer service skills
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Computer literacy
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
