25 hours per week (See shift pattern below)
Permanent
Salary: £25, 272 per annum pro rata
Closing Date: Thursday 11th June 2026
Interview Date: Thursday 2nd July 2026 (TBC)
**This post may close early due to high numbers of applications, so you are advised to apply promptly. **
All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.
A great and friendly place to work, so bring your passion, commitment and expertise and enjoy the opportunities to make a difference every day.
We welcome applications from the Armed Forces Community – get in touch to find out more
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Shift Pattern:
Monday: 8.00 -17.00
Wednesday: 9.00- 18.00
Friday: 9.00-17.00
An opportunity has arisen to join the Therapy Services team at George Eliot Hospital as a Receptionist / Administrative Support within a high-performing outpatient service.
Our Therapy Services department delivers care to thousands of patients each year across multiple pathways. The administrative team plays a critical role in ensuring patients access the right care quickly, and that the service runs efficiently.
We are looking for someone who can operate in a fast-paced environment, take ownership of their work, and contribute to a team that takes pride in delivering a high standard of care.
Purpose
To arrange appointments for patients attending for Therapy Services (Physiotherapy and Occupational Therapy)
To deal with non-clinical Therapy queries through face-to-face and telephone.
To provide administrative support
We are looking for someone who is reliable, organised, and able to perform under pressure.
You will need to demonstrate:
Strong communication skills, including handling challenging conversations calmly and professionally.
Attention to detail and a high level of accuracy in administrative tasks
Confidence using IT systems (training will be provided for Trust-specific systems).
A team-focused mindset with a willingness to support others
Experience in a healthcare or administrative environment is beneficial but not essential.
You will be a key point of contact for patients and staff, responsible for ensuring the smooth running of the reception and administrative function. This includes:
Managing patient bookings and enquiries with accuracy and efficiency
Handling high volumes of calls and face-to-face interactions professionally
Supporting the coordination of clinics to maximise patient flow
Maintaining accurate patient records using Trust systems (including Lorenzo)
Identifying and resolving issues proactively to prevent delays in car
Here at George Eliot our vision to ‘ excel at patient care’ takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:
E ffective Open Communication
e x cellence and safety in everything we do
C hallenge but support
E xpect respect and dignity
L ocal health that inspires confidence
Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, in house training and development, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.
If you are applying for a Domestic Assistant or Health Care Assistant role you may be eligible for the refer a friend scheme – find out more here: https://www.geh.nhs.uk/about-us/people-and-workforce/vacancies/refer-friend-scheme
To efficiently undertake basic administration and reception duties including:
Provide a high-class reception service to all users of Therapy Services
Provide general office and administration support to Therapy Services (the clinical staff, Managers and Clinical Assistants).
Using the hospital computer system, make appointments for Therapy staff. This will involve having knowledge of the grade and speciality of the available therapists, and the locations where treatment is available, i.e. hospital or outreach clinics/surgeries. Appointments will be made by telephone, face to face or by letter, and involves understanding of the type of booking in line with hospital policy. Patient’s personal details should be registered or altered on the system as necessary. Computer generated appointment letters are printed off on a daily basis and put into the post.
To allocate all new referrals received by post or electronically to the appropriate place, based on the diagnosis written on the referral
To ensure that all vacant appointment spaces are filled, contacting patients by telephone to fill gaps as necessary
To send out letters to GP referred patients containing appointments
To re-arrange or cancel appointments as required by telephone or letter, sometimes at short notice, due to therapist absence
Photocopy, print and scan documents as requested to a high standard.
Deal with incoming and outgoing post and carry out filing.
Receive visitors to the department in a professional and courteous manner.
Assist visitors by providing information and responding to routine queries.
Make and receive telephone calls in a professional and courteous manner.
Communicate with departments or individual staff members by telephone, email or in person, answering queries relevant to Therapy Services.
Take clear, accurate messages and ensure these are passed on to the appropriate person.
On a daily basis, to sort all post arriving for Physiotherapy, Occupational Therapy (OT) and Speech and Language Therapy (SALT), and distribute it to the appropriate place/person.
To open and date-stamp general un-named physiotherapy post and distribute it as appropriate.
Input accurate data onto electronic systems as required
Support the Therapy team to maintain accurate, timely and legible records.
To check each printed clinic list against the computer each day, for any last-minute amendments affecting the following day. Amended lists to be given to each Therapist as well as for Reception
To ensure all patients are accounted for on the system for each clinic at the end of the day, obtaining outcome information from the therapists if this has not been provided
To greet and check in patients against the appropriate clinic list on arrival.
To monitor the safety, comfort and security of patients/visitors in the waiting room, and to bring any concerns to the attention of a Senior Therapist. To arrange a drink and/or sandwich for ambulance patients having delayed return home, in accordance with departmental policy, and if necessary, arrange for them to be collected from another area.
To inform the therapist if a patient arrives late or on the wrong day for an appointment, and to rearrange if necessary.
To arrange ambulance transport for patients at the discretion of the therapist. This is an online booking system. Liaise with the Ambulance Service by telephone with regard to late arrivals or departures
To contact a therapist or therapy assistant when a patient presents in the department for a walking aid, or if a patient in the waiting room requires other assistance i.e. to use the toilet
To arrange for a porter to collect or return patients to other departments
At the request of the therapists, to contact other departments, e.g. Estates Department, IT, to report faults/defects, hospital call centre to expedite patient consultant appointments
At the request of the therapists, to obtain patients medical notes by tracking them in and out on the computerised system
To ensure that the reception area is kept tidy and stationery/paperwork is replenished from the store or by photocopying as necessary
Depending on start and finish times, to collect the department keys and open up the department or close up the reception area at the end of the day and ensure all departmental computers are switched off. As necessary to secure the department by closing all windows and inside doors, locking outside doors and returning the keys.
Communication and Relationship Skills:
Provide excellent customer service both written and verbal in person, by telephone and email using tact, discretion and sensitivity.
Talk to colleagues and visitors to the department in a courteous manner both in person and on the telephone ensuring they receive a friendly and helpful service.
Keep accurate, complete records consistent with legislation, policies and procedures.
Ensure confidentiality of both written and verbal information.
Display a professional attitude at all times.
Able to provide information to new starters and staff on learning programmes.
Knowledge, Training and Experience:
Use programmes for making and changing appointments, completing word documents and entering data into spreadsheets
Take responsibility for personal performance and own development needs.
Seek to improve administration skills and understanding of the Therapy Services.
Participate in the annual appraisal and development review process and work towards agreed objectives.
Maintain 100% compliance with statutory and mandatory learning.
Adhere to Trusts policies, procedures and guidelines.
Analytical and Judgemental Skills:
Use own judgement and problem solve as appropriate, referring to the appropriate person when necessary.
Demonstrate an energetic, dynamic and positive approach to challenging situations.
Planning and Organisational Skills:
Work within the limits of own competence and responsibility and refer issues beyond these limits to appropriate person.
Able to work independently in organising own time and workload to meet deadlines.
Attend and take part in team meetings and regular reviews with line manager.
Be a flexible and supportive member of the team.
Physical Skills:
Able to input data into electronic or paper-based systems.
Able to move tables, chairs and equipment in Therapy Services.
Able to assist with the movement of other equipment within Therapy Services.
Able to shelve books and tidy bookshelves.
Special Requirements
This post requires the post holder to be able to work flexibly to ensure the needs of the service are met. The above duties and responsibilities are intended to represent current priorities and are not meant to be a conclusive list as the role will inevitably vary and develop over time. The post-holder may from time to time be asked to undertake other reasonable duties. Any changes will be made in discussion with the post-holder in the light of service needs.
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
