Job Description

This post involves the reception of patients within the Emergency Department and Urgent Care Centre using a number of computerised systems and Patient Administration System.
As a Receptionist you will be part of a team providing an efficient reception and administration service. As first point of contact for our services you will need to demonstrate excellent interpersonal skills and the ability to communicate with staff and service users alike.
You will need a good working knowledge of computer systems and possess excellent organisational skills. You will be confident in completing both individual and team tasks.
A non-judgmental attitude is essential. Due to the nature of our work you will need to demonstrate a good understanding of confidentiality.
Ability to cover day shifts, night shifts, weekends and bank holidays
Full training will be provided
Main duties of the job
Responsible for the reception of patients and visitors to the Department and all reception duties concerned eg sorting post / filing / stock monitoring / photocopying / delivery checks/scanning/booking transport.
Responsible for the timely and accurate management of patient information in the Department
Responsible for registering new patients on the Patient Administration Systems ensuring data is retrieved and recorded accurately as the information is fed into other systems within the hospital
To receive and deal with telephone calls from patients and service users
Book all clinic appointments for ED/UCC patients and ensure that all appointments which require cancelling or amending are reallocated for patients
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
Full s can be found in the adverts supporting documents
Over reliance on AI-generated content is discouraged and may diminish the applicant's chances of success
For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.
From April 9th 2025 - Healthcare assistants - You must have a minimum of two years of experience working within the NHS as a HCA for the Trust to consider sponsorship (we will only consider sponsorship if you meet this criteria and have a current visa expiring within 3 months)
Details
Date posted
24 July 2025
Pay scheme
Agenda for change
Band
Band 2
Salary
24,465 a year pro rata
Contract
Permanent
Working pattern
Part-time
Reference number
C9439-2526-0378
Job locations
University Hospital Of North Durham
North Road
Durham
DH1 5TW
Job description
Job responsibilities
Responsible for the reception of patients and visitors to the Department and all reception duties concerned eg sorting post / filing / stock monitoring / photocopying / delivery checks/scanning/booking transport.
Responsible for the timely and accurate management of patient information in the Department
Responsible for registering new patients on the Patient Administration
System/Symphony/System One ensuring data is retrieved and recorded accurately as the information is fed to other systems within the hospital
To generate and send out letters to patients inviting them to contact the department to make an outpatient appointment (Partial Booking), taking account of clinic rules, urgent/routine ratios, cancelled clinics and specified return timescales for review patients and if no response a letter is sent to the patients GP and the referral is cancelled from the Patient Administrative System to allow best utilisation of outpatient clinic appointment slots and ensure no wasted capacity if patients do not respond
To receive and deal with telephone calls from patients and staff
To ensure that all appointments which require cancelling or amending are reallocated for patients
Booking of transport for patients, where medically necessary
Identifying potential overseas visitors on arrival for appointments or admissions and inform overseas patient interviewer to ensure appropriate action is taken
To ensure that patients calling the department are dealt with in a prompt, responsive and courteous manner at all times in order that patients are satisfied with the service provided by the Reception Team to ensure the Trust is portrayed in a positive manner
Liaise effectively with patients, general practitioners, hospital staff and other professional bodies to ensure the smooth running of the department
Ensure patient satisfaction and confidentiality is maintained throughout
Deal with distressed, abusive and/or complaining customers face to face and via the telephone
Provide a service to patients and secretaries regarding requests/queries
Able to work under pressure both supervised and unsupervised carrying out duties in accordance with departments Policies and Procedures ensuring quality standards are adhered to
Compiling and sending clinical letters as required
Ensure all patient demographic information is collected and updated. Job description
Job responsibilities
Responsible for the reception of patients and visitors to the Department and all reception duties concerned eg sorting post / filing / stock monitoring / photocopying / delivery checks/scanning/booking transport.
Responsible for the timely and accurate management of patient information in the Department
Responsible for registering new patients on the Patient Administration
System/Symphony/System One ensuring data is retrieved and recorded accurately as the information is fed to other systems within the hospital
To generate and send out letters to patients inviting them to contact the department to make an outpatient appointment (Partial Booking), taking account of clinic rules, urgent/routine ratios, cancelled clinics and specified return timescales for review patients and if no response a letter is sent to the patients GP and the referral is cancelled from the Patient Administrative System to allow best utilisation of outpatient clinic appointment slots and ensure no wasted capacity if patients do not respond
To receive and deal with telephone calls from patients and staff
To ensure that all appointments which require cancelling or amending are reallocated for patients
Booking of transport for patients, where medically necessary
Identifying potential overseas visitors on arrival for appointments or admissions and inform overseas patient interviewer to ensure appropriate action is taken
To ensure that patients calling the department are dealt with in a prompt, responsive and courteous manner at all times in order that patients are satisfied with the service provided by the Reception Team to ensure the Trust is portrayed in a positive manner
Liaise effectively with patients, general practitioners, hospital staff and other professional bodies to ensure the smooth running of the department
Ensure patient satisfaction and confidentiality is maintained throughout
Deal with distressed, abusive and/or complaining customers face to face and via the telephone
Provide a service to patients and secretaries regarding requests/queries
Able to work under pressure both supervised and unsupervised carrying out duties in accordance with departments Policies and Procedures ensuring quality standards are adhered to
Compiling and sending clinical letters as required
Ensure all patient demographic information is collected and updated.
Person Specification
Experience
Essential

• Reception Experience

• NHS experience

• Excellent organisational skills
• Ability to work under pressure
• Ability to prioritise
• Keyboard skills
• Excellent communication skills

• NHS experience

• 5 GCSEs Grades A to C and NVQ Level 2 in Business Admin/Customer Care or equivalent experience

• Experience in microsoft packages

• Flexibility for 24/7 service cover

• Reception Experience

• NHS experience

• Excellent organisational skills
• Ability to work under pressure
• Ability to prioritise
• Keyboard skills
• Excellent communication skills

• NHS experience

• 5 GCSEs Grades A to C and NVQ Level 2 in Business Admin/Customer Care or equivalent experience

• Experience in microsoft packages

• Flexibility for 24/7 service cover