Therapies Receptionist & Outpatient Appointment Co-Ordinator

Therapies Receptionist & Outpatient Appointment Co Ordinator The closing date is 03 August 2026

We are looking for an experienced, motivated receptionist and outpatient appointment co ordinator to join our Therapy Services Department admin team. This is a fantastic opportunity to join our Physiotherapy and Occupational Therapy Outpatients Team on a 12 month fixed term contract or a secondment, based at Worcestershire Royal Hospital. Successful applicants will work across two of the three Trust sites; working 2 days at WRH and 2 days at KTC. The role will include reception duties and collaborating with supervisors, managers, the therapy team, multidisciplinary staff, patients, carers, and other agencies.

You will play an important role in leading the reception team and providing effective administrative support ensuring processes meet the needs of service users and the Trust.

We seek someone who is positive, compassionate, approachable, flexible, and able to build strong working relationships for patient care and service improvement. We operate across several electronic systems to ensure accurate record keeping, and you must be able to concentrate in a busy working environment. We are a friendly, supportive team and aim to support you in working flexibly within the needs of the service to support the number of hours required.

Main duties of the job To act as receptionist and appointments co ordinator for the outpatient therapy department, providing supervision of more junior staff e.g. apprentices, band 2s. To efficiently and courteously deal with all patient enquiries, meeting, greeting and directing patients as appropriate. Maintenance of therapist's appointment diaries via PAS booking system, booking appointments and ensuring the efficient day to day administration of the front desk.

Position Details

• Post Title: Therapies Receptionist & Outpatient Appointment Co Ordinator
• Pay Band: Band 3
• Hours: 30 hours per week over 4 days
• Contract: 12 month fixed term or 12 month secondment
• Location/Department: Outpatient Therapy Department, WAHT (2 days KTC and 2 days WRH)
• Accountable to: Therapy Manager, Surgery
• Reports to: Therapies Receptionist & Business Support Lead
• Key Working Relationships - Internal: Physiotherapists, Occupational Therapists, Therapy Support Workers, A&C staff and other Health Professionals.
• Key Working Relationships - External: Patients, Visitors, General Practitioners and Consultants.
• Risk Assessment: This post involves working with display screen equipment for the majority of the post holder's working hours. The post holder will participate in non patient manual handling activities including bending, reaching and stooping. There is regular need for prolonged concentration e.g. booking appointments. There is occasional involvement in distressing and emotional circumstances e.g. dealing with complaints and angry and upset patients by telephone or in person. Exposed to regular interruptions and unpredictable workload patterns.

Job responsibilities

1. Manage the day to day running of the therapy reception working with other reception staff and the therapy team. The majority of this work will be undertaken at your base, but there may be a requirement to work across sites based on your individual job role and/or cover sickness/leave.
2. Meet, greet and direct all patients and visitors to the Department.
3. Deal with the day to day incoming referrals. Ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected.
4. Ensure that referrals are added to the appropriate outpatient therapies waiting list by speciality for clinical staff to prioritise them within the agreed timescales.
5. Ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy.
6. Ensure that all patients receive the correct instructions and correspondence related to their therapies appointment. Work with the team lead / clinical lead in required changes to letter templates.
7. Ensure therapists diaries on PAS are outcomed at the end of each day.
8. Ensure that all inter provider transfers are completed electronically to the named NHS.net account within 48 hours of the decision to refer.
9. Cancel and reschedule patients or whole clinics in the event of sickness / unforeseen circumstances requiring last minute changes.
10. Regularly review the therapies waiting lists to ensure that it is accurate and up to date, identifying any potential 18 week clock breaches, incorrect clock data and ratify the unoutcomed appointments on a weekly basis informing the appropriate Team Leader of any issues.
11. Regularly review the therapies waiting list to update the appropriate Team Leaders in MSK Outpatients, Pelvic Health, Neurology, Rheumatology, Vestibular and Respiratory with regards the waiting times for treatment.
12. On a monthly basis validate any patients that are showing as having waited longer than an agreed timeframe so that waiting time information submitted to the PCT is accurate.
13. Make new appointments as appropriate from the partial booking system for all patients referred to the outpatient therapies service.
14. Receive patients at clinic reception, checking details and booking onto the patient administration system. Book patients out of clinic and/or make follow up appointments as directed by the therapists.
15. Action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g. trust text message system.
16. Maintain an accurate filing system for patient records to facilitate retrieval as necessary.
17. Manage telephone enquiries from patients, relatives, medical practitioners and consultants ensuring that the appropriate action is taken including messages for therapy staff.
18. Telephone patients, sometimes at short notice, to offer them appointments or reschedule appointments.
19. Ensure that letter, telephone and face to face communication with patients, colleagues and managers is professional, timely in line with health records policies and procedures.
20. Respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed to the appropriate team leader.
21. Issue and file current treatment cards each day dealing with the DNAs, SOSs and cancellations appropriately.
22. Monitor all outpatient clinics to ensure that all clinic slots are utilized to the maximum and where necessary fill any vacant slots and to prevent overbooking of clinics.
23. Alert appropriate individuals to order stock.
24. Supervise and develop junior administrative staff.
25. Liaise with colleagues to ensure that there is adequate cover during holiday periods and where possible sickness.
26. Ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. Those for Health Records, confidentiality and information security.
27. Make notes available to the legal department as required.

General Duties:

1. Participate in yearly appraisal.
2. Report any maintenance problems to appropriate agencies.
3. Do other clerical duties to facilitate the smooth running of the outpatient department e.g. maintenance of equipment loan records.
4. Ensure that general administrative work associated with referrals, appointments and waiting lists is undertaken according to the expected medical records standards.
5. Due to the shared nature of the department, welcome and redirect patients attending other clinics.
6. Complete microsession changes on PAS as required.
7. Carry out any other duties, within the grade, as requested by other members of your team, Team Leaders, or Therapy Management.

Person Specification Skills and Knowledge

• Ability to organise and prioritise workload
• Able to respond to enquiries appropriately
• Able to maintain departmental records

Qualifications

• RSA II or equivalent
• GCSE, grade C or above or equivalent in Maths and English
• Good knowledge of computerised systems
• Customer Care training or equivalent

Other Job Requirements

• Ability to undertake the manual handling aspects of the role on a daily basis
• Willing to undertake in house courses
• Awareness of Confidentiality and Information Governance
• Able to work hours/days required
• Ability to travel / work across sites
• General understanding of relevant therapy store

Experience

• Evidence of previous clerical experience
• Good typing/word processing
• Familiar with Windows packages
• Experience of manual and digital filing systems
• Oasis/other hospital patient systems
• Previous NHS experience
• Previous experience of arranging appointments

Personal Qualities

• Ability to work in busy environment
• Adaptable - works well under pressure
• Good telephone manner
• Able to work as part of a team
• Good rapport with colleagues and patients
• Flexible approach to working pattern and duties
• Good communication skills verbal and written
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