Outpatient Receptionist

Role overview

Frimley Park Hospital is looking for an organised, friendly, and proactive Band 2 Receptionist to join its Outpatients Department. This front-desk position is central to creating a welcoming and efficient patient experience, and you will work as part of a supportive multidisciplinary team.

You will be the first person patients meet when they arrive, helping to keep outpatient activity running smoothly while delivering a calm, respectful, and professional service. Prior administrative experience is required, and the role also needs flexibility to work varying hours according to service demand.

What the role involves

• Welcome patients courteously, calmly, and professionally, and direct them to the correct outpatient area.
• Handle patient requests where possible, and where requests cannot be met, respond with dignity and respect.
• Encourage patients to use self check-in kiosks when available and provide support where needed.
• Make sure clinic results and pathway information, including attendance and non-attendance records, are entered correctly.
• Ensure that each outpatient clinic session is properly closed down and that any required work orders are completed at the end of the session.
• Follow Trust policies, standards, and values in day-to-day work.
• Support the gathering of Friends and Family survey feedback.
• Adapt to new working processes and IT systems as they are introduced.
• Manage time effectively, prioritise tasks, and complete administrative duties to a high standard.
• Take telephone messages and requests accurately, then act on them in a polite and helpful way.
• Maintain strict confidentiality regarding all patient information and records.
• Be flexible and willing to work across different outpatient reception areas within the Outpatient Directorate when required.

Training and working environment

The Trust offers full training, continued development opportunities, and a corporate induction programme for new starters. You will join a team environment where contributions are valued and where flexibility is supported to help balance service needs with personal working patterns.

Organisation overview

Frimley Health NHS Foundation Trust is committed to inclusion, disability confidence, and supporting staff development. The organisation also holds Gold recognition under the Armed Forces Employment Recognition Scheme. The Trust invests in professional, management, leadership, and clinical training, and places strong emphasis on work-life balance.

The wider organisation serves more than 900,000 people across Berkshire, Hampshire, Surrey, and South Buckinghamshire. Its long-term direction is set out in FHFT 2030, which aims to make the Trust the best place to receive care and the best place to work in the NHS. The Trust values are Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate healthcare organisation.

The Trust is also investing in new facilities, including a new hospital at Frimley Park, expanded diagnostics and inpatient capacity, and ongoing transformation across sites. Major recent developments include the Heatherwood Hospital, the Emergency Assessment Centre at Wexham Park, and maternity service improvements. Sustainability, digital innovation, and quality improvement are also key priorities, including the use of Epic electronic patient record systems to improve safety, connectivity, and efficiency.

Qualifications, experience, and skills

Applicants need GCSE or NVQ Level 2 in Maths and English, or an equivalent qualification. Experience of dealing with members of the public or working in customer service is essential, along with previous clerical or administrative experience.

Important skills for the post include strong IT ability with Microsoft Outlook, Word, and Excel; organised and methodical working; close attention to detail; accurate spelling and grammar; good attendance and punctuality; and clear verbal and written communication. Knowledge of the NHS and experience using Epic are desirable.

Additional information

This is a Band 2 receptionist role in the outpatient setting. The role requires a high level of confidentiality, adaptability, and the ability to work across multiple reception points within outpatient services. For the full job outline and person specification, applicants should refer to the attached documentation.