Respiratory Receptionist / Booking Co-ordinator

The Respiratory Receptionist / Booking Co-ordinator plays a key role in supporting the Respiratory Physiology and Respiratory Medicine services within the Integrated Medicine Division. The post holder will provide an efficient and professional administrative and appointment booking service for patients attending respiratory clinics and diagnostic services. The role involves managing patient referrals, scheduling appointments, and ensuring accurate data entry on the Trust's clinical systems while maintaining high standards of confidentiality and information governance. The successful candidate will act as a first point of contact for patients, carers, clinicians, and external healthcare professionals, providing clear communication and excellent customer service. Working closely with clinical teams, the Booking Co-ordinator will help manage patient pathways, ensure referrals are processed correctly, and support the smooth running of respiratory services. The role requires strong organisational skills, attention to detail, and the ability to manage multiple tasks in a busy healthcare environment. The post holder will contribute to achieving service targets, maintaining data quality, and supporting service improvements while delivering care in line with the Trust's HEART values: Honesty, Equity, Accountability, Respect and Teamwork., Patient Appointment and Referral Management

• Manage incoming referrals and ensure they meet service criteria before processing.
• Book, cancel, and reschedule patient appointments in line with clinical triage decisions and operational procedures.
• Register patient demographic information and maintain accurate records on the Trust's clinical systems.
• Coordinate patient pathways by tracking referrals and ensuring timely appointment scheduling.
• Arrange interpreters and patient transport where required to ensure equitable access to services.
Communication and Customer Service
• Act as a first point of contact for patients, carers, clinicians, GPs, and other healthcare professionals.
• Handle incoming telephone calls, emails, and voicemail enquiries in a professional and courteous manner.
• Provide clear information to patients regarding appointments, waiting times, and service processes.
• Manage challenging conversations sensitively, including appointment cancellations or delays.
• Escalate patient concerns or complaints to the Pathway Co-ordinator or Team Leader where appropriate.
Administrative Support
• Maintain electronic filing systems for referrals and service documentation.
• Scan and upload patient documentation into the clinical system
  
  London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people. We run major acute services at:
• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.