Job summary
- Main area
- Medical Illustration
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 234-24-CS2294
- Employer
- Norfolk and Norwich University Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Norfolk and Norwich University Hospital
- Town
- Norwich
- Salary
- £24,169 per annum
- Salary period
- Yearly
- Closing
- 26/05/2025 23:59
- Interview date
- 04/06/2025
Employer heading
Receptionist - Medical Illustration
NHS AfC: Band 2
At NNUH it is our privilege to provide healthcare to over one million people across Norfolk and surrounding areas. Our vision is to ‘provide the best care for every patient’, and if this inspires you and you share our values, we really want you to join our team.
NNUH is currently the busiest Trauma Unit in the East of England caring for almost 850 trauma patients annually many with complex care needs. We are enhancing our urgent and emergency care specialist services for patients with significant injuries as a result of trauma and have an ambition to become a Major Trauma Centre.
Our values support our vision and guide the behaviour of everything we do, these are:
People-focused
We look after the needs of our patients, carers and colleagues, to provide a safe and caring experience for all.
Respect
We act with care, compassion and kindness and value others’ diverse needs.
Integrity
We take an honest, open and ethical approach to everything we do.
Dedication
We work as one team and support each other to maintain the highest professional standards.
Excellence
We continuously learn and improve to achieve the best outcomes for our patients and our hospital.
Wish you were here? So do we.
We want all our staff to achieve a balance between work and personal life and understand how important flexible working can be. We welcome applications on a full or part time basis, various shift patterns and hybrid working, where roles allow.
At the Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUH), we know the benefits diversity can bring to our organisation such as creativity, innovation and compassion. All of which have a direct impact towards our staff and patient experience. We are committed to being a Hospital for All – being equitable and inclusive, and a place where all feel a sense of belonging. We therefore particularly encourage and welcome applications from candidates who are underrepresented in NNUH’s workforce. These include people from Black, Asian, and Minority Ethnic backgrounds, people with diverse abilities and people within the LGBT+ community.
Job overview
We're looking for a motivated and enthusiastic individual to join our welcoming and professional Medical Illustration team at NNUH. This is a varied and rewarding role, where you’ll be the first point of contact for patients, visitors, and staff—so great communication skills and a friendly, approachable manner are key.
You’ll provide high-quality reception and admin support to a skilled team of clinical photographers and graphic designers, playing a vital part in helping the department run smoothly. The role suits someone who enjoys working with people, can multitask with ease, and thrives in a busy environment where no two days are the same.
Main duties of the job
You’ll play a central role in the smooth day-to-day running of our service.
What you’ll do:
- Handle telephone and face-to-face appointment bookings from clinics and patients
- Manage and prioritise multiple appointment systems, ensuring accurate scheduling
- Understand clinical photography requests to allocate the correct appointment time
- Speak with patients about their consent for clinical photography, ensuring clarity and sensitivity
- Respond to Subject Access Requests in line with the General Data Protection Act 2018
- Monitor the department inbox and respond or escalate requests appropriately
- Log, track and book jobs using an Excel-based Job Management System
- Act as a key point of contact for enquiries from patients, staff, and external parties
- Keep clear records of telephone requests, prioritising them and passing on messages as needed
- Manage appointment cancellations and rescheduling, making informed decisions about urgency
What we’re looking for:
- Excellent communication and interpersonal skills
- A calm, organised, and adaptable approach to a busy and fast-changing workload
- Confidence using IT systems, including Microsoft Excel and Outlook
- Attention to detail, especially when working with patient information and appointment systems
- Ability to prioritise tasks and work both independently and as part of a team
Working for our organisation
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Detailed job description and main responsibilities
- To provide a support service to the technical, secretarial, medical and other staff of the Departments including data entry into Trust systems.
- To carry out receptionist duties, including prioritising and arranging appointments and maintaining the various appointment systems, identifying test requests and investigations, and co-ordinating the various clinics within the department.
- To deal with patients and external and internal staff enquiries in person or via the telephone, in a courteous and confidential manner and provide assistance as required.
- To ensure patients safety and well-being in the waiting area prior to them being called for their appointment and alerting appropriate staff to any cause for concern.
- To keep a log of telephone requests for investigations in line with department policy, prioritising these and ensuring messages are conveyed to the appropriate staff.
- To ensure appointment lists are maintained and prepared in readiness for clinical work.
- To obtain and prepare notes in readiness for clinics, investigations or at the request of staff within the department.
- To understand the 18 Week Pathway, input the correct RTT codes, validate the patient pathway where appropriate and to support the booking of new and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways.
- To cancel and re-book appointments as necessary, assessing each individual requirement to establish priority and need for the overbooking of clinics.
- To ensure that on the patient’s arrival to clinic, that they are confirmed to have arrived on the system and that their Demographic details (including Overseas Visitor status) are checked, ensuring new labels and front sheets are produced if there are alterations made.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person specification
Qualifications
Essential criteria
- Good general standard of literacy and numeracy
Experience
Essential criteria
- Previous clerical work including data input
Desirable criteria
- Experience in NHS or customer service organisation
Skills
Essential criteria
- IT skills – accurate data input
- Customer care skills
- Good communication and interpersonal skills
Attitude, aptitude
Essential criteria
- Effective role model, demonstrating NNUH’s PRIDE values of People focused, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
- Flexible – able to multi-task and prioritise
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Paul Chapman
- Job title
- Service Manager
- Email address
- [email protected]
- Telephone number
- 01603 646649
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