Join the UCLH Trauma and Orthopaedic Department as a Hybrid Reception and Administrative Assistant. This varied role combines front-of-house reception duties with essential administrative support, across the wider Trauma and Orthopaedic department ensuring patients receive a professional, welcoming service while contributing to the smooth running of the department.

The balance between reception and administrative responsibilities is flexible, with the split of days in each role adjusted to meet service needs and provide variety within the role. You will manage appointments, respond to enquiries, maintain accurate records, and support clinicians and the wider multidisciplinary team. If you are organised, adaptable, and committed to delivering excellent patient care, we would love to hear from you.

Patient Care and Communication

• Welcome patients and visitors to Institute of Sports and Exercise Medicine with a friendly, professional approach.
• Respond to telephone enquires through automated telephone call group
• Respond to emails through shared inbox
• Respond to face-to-face enquiries promptly.
• Keep patients informed of appointment delays and provide updates.
• Signpost patients and visitors to relevant services and locations.
• Handle concerns and complaints professionally, escalating when required.
• Communicate effectively with clinicians and the wider multidisciplinary team.

Reception and Administrative Support

• Check patients in for appointments and update patient records.
• Support patients with self-check-in kiosks and MyCare registration.
• Arrange interpreters, patient transport, parking documentation, and attendance forms where required.
• Manage same-day clinic changes and cancellations sensitively.

Appointments and Systems

• Book, amend, and schedule appointments in line with Trust policies.
• Book appointments from designated Appointment Workqueues
• Record cancellations and non-attendances (DNAs).
• Ensure clinic outcomes are completed and follow-up appointments arranged.
• Escalate capacity or booking issues to the Team Leader.

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Please note, due to anticipated high volumes of applications, this vacancy may close earlier than the listed closing date. You are advised not to delay submitting your completed application

General Duties

• Maintain patient confidentiality at all times.
• Work flexibly across reception and administrative functions, according to service needs depending on changing clinic schedules and admin demands
• Maintain a professional appearance and comply with Trust policies.
• Adhoc admin requests. This list is not exhaustive and may change depending on demand.

Come and be a part of the best NHS trust in England to work for, according to our staff*

• UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the third year in a row.

UCLH recognises the benefits of flexible working for staff – To find out more, visit: Flexible working .

To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?