Band 3 Outpatient Receptionist & Administrator- Apprenticeship

Key Areas of Responsibility
To be carried out under the guidance of the shift co-ordinator.

Reception Duties

Rotate between reception and phone duties to ensure full daily cover. Communicate regularly with patients about waiting times. Deliver a patient-focused, polite, and friendly reception service. Provide and receive sensitive information with tact and empathy. Check in patients, verify and update demographic details using the National Spine. Ensure all patients are checked in/out or appropriately marked (DNA/cancelled) post-clinic. Assist walk-in patients with outpatient queries and registration updates. Monitor and communicate delays using electronic notice boards and tannoy systems. Maintain tidy and informative reception areas. Escort patients to clinical areas when needed. Support self-check-in kiosk usage and escalate technical issues. Identify and isolate potentially infectious patients, alerting clinical teams. Provide validated documentation for Healthcare Travel Cost Scheme (HCAS). Enter parking exemption details for eligible patients. Ensure patient areas are clean and stocked with necessary products. Communicate complex scheduling processes to other departments (e.g., overbooking procedures).

Clinic Coordination

Allocate patients to clinic rooms to support flow and efficiency. Assist clinical and multidisciplinary teams with in-clinic admin tasks. Record patient status during clinics. Liaise with nursing staff regarding patient needs (e.g., injections, dressings).

Rapid Diagnostic Centre (RDC) Specific

Liaise with diagnostic imaging staff to coordinate services. Communicate with patients about appointments and manage expectations. Coordinate with RDAC senior staff for non-standard investigations. Reschedule delayed or cancelled scans. Book scans using the Radiology Soliton system. Manage private patient records in line with consultant and Trust procedures. Scan Breast Questionnaires before clinical consultations.

Communication & Scheduling

Answer calls from patients and staff in a friendly, helpful manner. Redirect non-Outpatient calls appropriately. Assist patients with booking appointments per Outpatient Booking Policy. Guide patients, carers, and relatives on scheduling and clinic details. Liaise with clinical staff to manage overbookings. Support the Outreach Urology Clinic at Croydon University Hospital (Sutton only). Book appointments via Epic for departmental clinics. Rearrange appointments as requested and notify patients verbally or in writing. Send follow-up appointment letters via post or MyMarsden. Update appointment statuses daily (DNA, cancelled, changed) per Trust policy. Annotate Epic with clinic reductions/cancellations for shared visibility. Scan and record important clinic documents accurately. Communicate effectively with PALS when needed. Liaise with site Security during incidents or departmental concerns. Monitor and respond to shared inbox queries promptly. Prioritise and pass on urgent messages to relevant

Training Outcome:

TBC.

Employer Description:
The Royal Marsden NHS Trust is the largest comprehensive cancer centre in Europe with a national and international reputation for high quality patient care, research & development and education. It is situated on 3 sites; two in Central London and one at Sutton in Surrey.

Working Hours :
There will be a requirement to work shift patterns between the operating hours of 08:00 - 20:00, Monday to Friday. This is a full time on site role. No remote or hybrid working can be accommodated.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Initiative,Non judgemental,Patience