Are you looking for a stable and meaningful administrative role within the NHS? University College London Hospitals NHS Foundation Trust (UCLH) is currently hiring a Hybrid Reception and Administrative Assistant in the Trauma and Orthopaedic Department in London. This position offers a salary of £32,000 – £33,000 per year and combines front-of-house reception duties with essential administrative support.
This complete guide provides a clear overview of the role, responsibilities, requirements, benefits of working at UCLH, and practical tips on how to successfully apply and stand out.
About University College London Hospitals NHS Foundation Trust (UCLH)
UCLH is one of the largest and most complex NHS trusts in the UK. It provides acute and specialist services to patients from London, across the United Kingdom, and internationally. The Trust is known for academically led care, excellent education, and world-class research.
UCLH operates across multiple sites, including:
- University College Hospital
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Macmillan Cancer Centre
- And several other specialist hospitals
The Trust has been recognised as one of the best NHS organisations to work for in England, according to staff survey results. It has ranked highest among general acute trusts for staff recommending it as a place to work for three consecutive years.
UCLH is also committed to sustainability, with a target of reaching net zero direct emissions by 2031.
Job Overview
Job Title: Receptionist / Hybrid Reception and Administrative Assistant
Department: Trauma and Orthopaedic Department (Institute of Sports and Exercise Medicine)
Location: London, England
Salary: £32,000 – £33,000 per year (Employer provided)
Contract Type: Full-time
Work Pattern: Hybrid of reception and administrative duties
This is a varied role that balances patient-facing reception work with behind-the-scenes administrative support. The exact split between reception and admin tasks can change according to service needs, offering variety within the position.
Main Responsibilities
Patient Care and Communication
- Welcome patients and visitors in a friendly and professional manner
- Respond to telephone enquiries through the automated call system
- Manage emails via a shared inbox
- Handle face-to-face enquiries promptly
- Keep patients informed about appointment delays
- Signpost patients and visitors to the correct services and locations
- Handle concerns and complaints professionally, escalating when necessary
- Communicate effectively with clinicians and the multidisciplinary team
Reception and Administrative Support
- Check patients in for appointments and update records
- Support patients with self-check-in kiosks and MyCare registration
- Arrange interpreters, patient transport, parking documentation, and attendance forms
- Manage same-day clinic changes and cancellations sensitively
Appointments and Systems
- Book, amend, and schedule appointments according to Trust policies
- Process appointments from designated work queues
- Record cancellations and non-attendances (DNAs)
- Ensure clinic outcomes are completed and follow-up appointments are arranged
- Escalate capacity or booking issues to the Team Leader
General Duties
- Maintain strict patient confidentiality at all times
- Work flexibly across reception and administrative functions
- Maintain a professional appearance and follow Trust policies
- Carry out additional administrative tasks as required
Who This Role Is Suitable For
This position is ideal for someone who is:
- Organised and adaptable
- Comfortable dealing with the public
- Able to remain calm and professional under pressure
- Committed to delivering excellent patient service
- Happy working in a busy hospital environment
- Willing to switch between reception and administrative tasks
Previous experience in reception, customer service, or healthcare administration is helpful but not always essential if you can demonstrate the right attitude and transferable skills.
Benefits of Working at UCLH
- Opportunity to work for one of the top-rated NHS trusts in England
- Meaningful work supporting patients in a specialist department
- Access to NHS benefits (pension, annual leave, development opportunities)
- Flexible working options where possible
- Supportive team environment
- Clear career pathways within the NHS
How to Get This Job – Practical Tips for Success
Here are detailed strategies to improve your chances of being shortlisted and selected:
1. Tailor Your Application Form and CV
NHS applications are usually made through the official Trac or NHS Jobs system. Make sure you:
- Address every point in the person specification
- Use clear examples of when you have provided excellent customer service
- Highlight any experience dealing with the public, handling phone calls, or working in busy environments
- Show that you understand the importance of patient confidentiality and professionalism
2. Use the STAR Method
When answering application questions or preparing for interview, structure your answers using:
- Situation
- Task
- Action
- Result
This is especially useful for questions about handling difficult patients, working under pressure, or dealing with complaints.
3. Emphasise Soft Skills
For reception roles, soft skills are often more important than technical qualifications. Highlight:
- Communication skills
- Empathy and patience
- Organisation and attention to detail
- Teamwork
- Adaptability
4. Show Knowledge of the NHS and UCLH
Mention why you want to work specifically for UCLH and in a patient-facing NHS role. This shows genuine interest.
5. Prepare for the Interview
Typical questions may include:
- How would you handle an angry or upset patient?
- How do you prioritise tasks when the reception area is very busy?
- Tell us about a time you worked effectively in a team
- How would you maintain confidentiality?
- Why do you want to work in the Trauma and Orthopaedic department?
6. Apply Early
The job posting notes that the vacancy may close early due to high application volumes. Submit your application as soon as possible.
How to Apply
To apply for this Receptionist / Hybrid Reception and Administrative Assistant position at UCLH, visit the official employer careers page or the NHS Jobs website and search for the role using the job title and location (London).
→ Click here to apply on the official employer site
Make sure you read the full job description and person specification carefully before submitting your application.
Final Thoughts
This Hybrid Reception and Administrative Assistant role at UCLH offers a valuable opportunity to start or continue a career within the NHS while making a real difference to patients in the Trauma and Orthopaedic Department. The combination of patient-facing work and administrative responsibility provides good variety and experience.
If you are organised, customer-focused, and motivated to work in a busy healthcare environment, this position is worth applying for.
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