Receptionist

County Durham & Darlington NHS Foundation Trust; Tees Valley; On-site; GBP 20,000 - 25,000; Part time

Job summary

A regional healthcare provider seeks a Receptionist to work part-time (20 hours/week) in the Emergency Department. Duties include managing patient reception, handling appointments and information accurately while maintaining confidentiality. Ideal candidates should demonstrate strong organizational and interpersonal skills, along with experience using computer systems. Flexibility to work various shifts is required.

Qualifications

• Demonstrate excellent interpersonal skills and communicate effectively with staff and service users.
• Possess a good working knowledge of computer systems.

Responsibilities

• Responsible for the reception of patients and visitors to the Department.
• Manage patient information timely and accurately.
• Book clinic appointments and reallocate as necessary.

Skills

Excellent organisational skills

Ability to work under pressure

Interpersonal skills

Education

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

Tools

Microsoft packages

Job description

County Durham & Darlington NHS Foundation Trust

Receptionist

The closing date is 04 December 2025

This post is for 20 hours per week, working across a range of shifts including day shift, night shift and weekends.

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 is necessary.

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 System, 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, Weardale and 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 Job Descriptions 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 been employed for a minimum of two years as a HCA within the NHS 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).

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 so 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 department 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

Qualifications

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

Experience

• NHS experience

Special Skills & Knowledge

• Excellent organisational skills
• Ability to work under pressure
• Ability to prioritise
• NHS experience

Special Requirements

• Flexibility for 24/7 service cover

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

County Durham & Darlington NHS Foundation Trust