Receptionist - ED/UCC/Minor Injuries

Elht; Blackburn; On-site; GBP 26,000 - 27,000; Full time

Job summary

East Lancashire Hospitals NHS Trust in Blackburn is seeking a Receptionist for the Emergency Department/Urgent Care. The role covers a 24-hour operation across Royal Blackburn Hospital, Accrington MIU, and Burnley UCC, with shift patterns and pro-rata salary for part-time hours.

You will join a busy reception team handling patient registration, appointments, and liaison with clinical staff. The post requires excellent communication, accuracy, and empathy in a fast-paced environment.

Qualifications

• GCSE Grade C or equivalent level of skills in English Language.
• ECDL or experience of using microsoft office, usually 2 years
• NVQ 3 or equivalent knowledge
• Customer Service/Care
• Must have empathy and very good customer service skills

Responsibilities

• Navigate/streamline patients presenting with illness or injury to the appropriate service.
• Create and maintain highly sensitive and confidential UCC/ED/MIU Record Cards for all patients, retrieval of cards and oversee efficient operation of the units filing system.
• Ensure accurate recording of patient’s demographics and personal details onto Cerner in accordance with Departmental Procedures and print Record Card to relevant station for Nursing Staff.
• Print wristbands when booking patients into the department
• Photocopying of patient record for other health care professionals as per Child Protection guidelines.
• Scanning/emailing of confidential patient records to various departments.
• Implement manual procedures if there is a system failure and report any faults to the IT Department.
• Schedule, prepare and notify appointments for Clinic’s, retrieval of patient record Cards for daily Dressings Clinic which involves close liaison with clinicians, implementing and updating Cerner documentation as appropriate. Registering/arriving patients on the Cerner system when arriving for daily Dressings Clinic
• Schedule, prepare and notify appointments for Fracture Clinics, ENT Clinics, Eye Clinics, TIA Clinics, Urology Clinics and Acute Medicine Clinics, and prepare patient records for relevant clinics.

Skills

Customer Service

Communication

Teamwork

Attention to detail

Empathy

Education

GCSE English

ECDL / MS Office

NVQ 3

Customer Service

Empathy

Job description

Main area Medicine and Emergency Care Grade Band 3 Contract Permanent Hours

• Full time
• Part time

37.5 hours per week (Full time and Part Time hours available - Shift Patterns - Please do not apply if you can't do shift work) Job ref 435-MEC-118-26

Site Emergency Department - RBH Town Blackburn Salary £25,760 - £27,476 per annum pro rata Salary period Yearly Closing 18/10/2026 23:59

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

Job overview

Please note that this post is shift work, and shift times are 8am - 4pm and 1.30 pm - 9.30pm and night shift 21.30 until 8am, please do not apply if you are unable to accommodate these hours.

Previous applicants need not apply

East Lancashire Hospitals NHS Trust has a busy thriving Emergency Department and 2 Urgent Care Centre’s & a Minor injuries unit. We are currently seeking a highly motivated individual to join the reception team

The Emergency Department/Urgent Care has a busy 24 hour reception area, dealing with all patients arriving at the hospital via GP surgeries, Ambulance or self-referral.

We currently have a vacancy for a receptionist over 7 days. We offer a supportive environment within an enthusiastic and motivated team of Admin and medical staff. This post will require you to work at Royal Blackburn Hospital, Burnley Urgent care Centre & Accrington Minor Injuries Unit.

We are currently seeking a highly motivated individual to join the Reception team in the Emergency Department/Urgent Care, which is operational 24 hours a day, seven days per week.
The post holder will be expected to provide cover for sickness/absence, rostered bank holidays, and shift pattern times would alter according to the needs of the service.

Main duties of the job

The post holder will work as a member of a team of Receptionists providing a customer orientated reception service to the public and administration service to clinical team in a busy fast paced service. This includes accurately inputting and updating patient details onto hospital systems and checking national databases as part of the registration process. A key part of this role also includes liaising with patients, relatives, medical, nursing and other stakeholders professionally, courteously and efficiently.

Your main base on appointment will be at the Royal Blackburn Hospital however you will be required to work on a temporary or permanent basis at any of the three sites (Accrington Victoria Hospital Minor Injuries Unit/Burnley UCC ) depending on the needs of the service.

A confident communicator, at all levels with the ability to display outstanding customer care skills. Excellent keyboard skills are essential with experience of working quickly and accurately under pressure.

Working for our organisation

Established in 2003 East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute secondary healthcare for the people of East Lancashire and Blackburn with Darwen.

Our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 700,000 patients a year from the most serious of emergencies to planned operations and procedures. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work and achievements.

Detailed job description and main responsibilities

1. To navigate/streamline patients presenting with illness or injury to the appropriate service.
2. To create and maintain highly sensitive and confidential UCC/ED/MIU Record Cards for all patients, retrieval of cards and oversee efficient operation of the units filing system.
3. Ensure accurate recording of patient’s demographics and personal details onto Cerner in accordance with Departmental Procedures and print Record Card to relevant station for Nursing Staff.
4. Print wristbands when booking patients into the department
5. Photocopying of patient record for other health care professionals as per Child Protection guidelines.
6. Scanning/emailing of confidential patient records to various departments.
7. Implement manual procedures if there is a system failure and report any faults to the IT Department.
8. Schedule, prepare and notify appointments for Clinic’s, retrieval of patient record Cards for daily Dressings Clinic which involves close liaison with clinicians, implementing and updating Cerner documentation as appropriate. Registering/arriving patients on the Cerner system when arriving for daily Dressings Clinic
9. Schedule, prepare and notify appointments for Fracture Clinics, ENT Clinics, Eye Clinics, TIA Clinics, Urology Clinics and Acute Medicine Clinics, and prepare patient records for relevant clinics.
10. To cancel and rebook appointments liaising with patient.
11. Liaise with triage nurse/nursing staff when appropriate, informing them of any patient giving them cause for concern.
12. Good understanding of medical terminology.
13. Liaise with other health care professionals on site and other hospitals to arrange appropriate patient appointments.
14. Completion of relevant paperwork, obtaining of x-rays if necessary, and other appropriate documentation.
15. Recording, collation and calculation of daily, weekly, monthly statistics and faxing/photocopying to relevant departments.
16. Copy and prepare patient records for solicitors, retrieval and photocopy relevant information and complete necessary paperwork. Enter patient episodes onto Datix system
17. Responsible for the out-of-hours crash bleep to open the emergency doors upon Instruction from switchboard
18. Responsible for monitoring and admitting ambulance crew upon arrival with Patients
19. Maintain a manual register for patient tracking
20. Check the national CPIS system (Child protection information sharing system) for every child up to the age of 18 that attends the department & inform nursing staff to any alerts.
21. Prep & Scan every ECG'S upon discharge to the windip system & also retrieve the notes when requested by clinicians

Communication

1. To deal with general enquiries in a sensitive, emphatic manner.
2. To communicate with the general public where there maybe barrier. E.g. hard of hearing, elderly, people with learning disabilities and people whose first language is not English.
3. To be able to communicate with tact and diplomacy in situations wherepeople may be upset, angry and injured.
4. To have the ability to diffuse conflict/confrontational/stressful situations and be familiar with and adhere to the Complaints Procedure.
5. To arrange when necessary an interpreter/translator for patients who require communication assistance.
6. To direct the general public and patients to appropriate departments.
7. To deal with general telephone enquiries from staff, patients andgeneral public.
8. To supply general information to public/patients relating to variousdepartments and agencies.
9. Operation of public address system on request.

Person specification

Qualifications

• GCSE Grade C or equivalent level of skills in English Language
• ECDL or experience of using microsoft office, usually 2 years
• NVQ 3 or equivalent knowledge
• Customer Service/Care
• Must have empathy and very good customer service skills

Experience

• At least 6months clerical experience.
• Ability to work as part of a team
• Experience in a customer care /customer service environment.
• Ability to maintain composure in challenging , distressing and emotional situation

Skills and Knowledge

• Proven communication and high standards of neat and accurate documentation
• Ability to understand, absorb and comply with detailed procedures
• Ability to work without supervision
• Understanding of confidentiality issues.
• Ability to deal sympathetically and sensitively with people
• Actively seeks to develop own knowledge skills and abilities

Dear Potential Applicant,

It is important you are made aware of the following as regards your application to East Lancashire Hospitals NHS Trust

• Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.
• This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.
• Please ensure you check the email account from which you apply regularly as we will use this to contact you regarding your application.
• Please note that shortlisting is completed anonymously with candidates being assessed against the essential criteria for the post. Therefore only applicants, who can clearly demonstrate how they meet our person specification criteria in their application, will be short-listed.

Disclosure and Barring Scheme (DBS)

If the role you are applying for is identified as either controlled or regulated activity as defined in in the Safeguarding vulnerable Groups Act (2006) any offer of employment is provisional upon a satisfactory DBS check being obtained.

The healthcare sector is exempted from the Rehabilitation of Offenders Act 1974.

In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied. Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary. However, if you are applying for a post as a BANK worker, the payment must be made in full at the time of employment checks. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed.

The cost of an Enhanced Disclosure will be £55.38 and for a Standard Disclosure will be £27.38.

This cost is not applicable for a Volunteer post

The Trust is an equal opportunities employer, committed to improving the working lives of our staff and operates a 'Zero Tolerance' policy to aggression, violence, bullying and harassment. In addition, our aim is to help protect children and vulnerable adults by providing a first-class service to the recruitment of people into positions of trust.

We aim to employ a workforce that reflects the diverse communities we serve.

We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background.

We especially welcome applications from members of our black, Asian and minority ethnic (BAME) communities, as we have identified that ELHT has an under-representation of BAME employees. Appointments will be made on merit.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme.

If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible. By telephone [phone] or email [e-mail] write to Employment Services, Parkview Offices, Haslingden Road, Blackburn, BB2 3HH

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.