Receptionist - Emergency Department

Northumbria Healthcare NHS Foundation Trust; Norwich; On-site; GBP 25,000; Full time

Job summary

A leading healthcare provider is seeking a Flow Co-Ordinator for their Emergency Department. This role involves essential clerical tasks, ensuring efficient patient registration and support within a busy environment. The ideal candidate must demonstrate excellent communication skills and a commitment to patient care. The position offers flexible working hours and a competitive salary of £24,465 per annum.

Benefits

Flexible working hours

Discounted gym memberships

Excellent pension scheme

On-site Nursery

Career development support

Qualifications

• Experience in previous clerical work including data input.
• Desirable: Some experience in NHS or customer service organisation.

Responsibilities

• Register patients using a computerised system.
• Provide assistance with patient comfort.
• Manage all incoming telephone calls within departmental guidelines.

Skills

Good communication skills

IT skills – accurate data input

Interpersonal skills

Education

Good general standard of literacy and numeracy

Job description

Job Summary

The Emergency Department at NNUH is seeking to recruit highly dedicated and passionate individuals to join our team as a Flow Co‑Ordinator. The NNUH hosts the busiest Emergency Department in the East of England seeing over 140,000 patients every year. This role is key in continuing our #JourneytoOutstanding and ensuring that patients are at the heart of everything we do. We are looking for an individual with excellent communication skills who is capable of providing the highest possible standard of patient care. You will work within a varied multi‑disciplinary team, playing a vital part in ensuring a safe, timely and effective patient experience.

Shift Pattern

• Shift work, 24/7 hours 7 days a week. 6‑2 / 8‑4 / 11:30‑19:30 / 12‑8 / 2‑10 / 5‑1 / 22‑6*
• Enhancements for unsocial hours, weekends, and bank holidays including Christmas**

Main Duties

The post holder will provide an efficient, caring and quality reception and clerical service within the Emergency Department, working as part of a clerical team, to cover the department 24 hours a day, seven days a week. The post holder will be responsible for accurate maintenance of various records alongside other general administrative and clerical duties. This role involves a great deal of liaison with nursing and medical staff, other staff members across all areas within the Trust and a high degree of patient contact. The Receptionist must have the ability to pay attention to detail.

Responsibilities

• To register patients using a computerised system (and manually when required).
• To be aware of off duty planning and the need to meet service requirements, reporting absence from work promptly.
• To be able to recognise those patients who, although they walk in, may require prompt medical intervention and to inform a qualified Nurse appropriately.
• Update the Patient Administration System (PAS) in line with the Trust's policies and procedures on real time data collection and confidentiality.
• To arrange, where appropriate, follow‑up outpatient appointments, including making referrals on PAS system.
• To make patients feel welcome and at ease, providing assistance with patient comfort as required.
• In the absence of the Senior Receptionist and other managerial members, to re‑arrange adequate reception cover in the instance of short‑notice sickness.
• To be able to run the Reception desk alone, when suitably trained, as required.
• To obtain the necessary information in order to provide data for the Communications department.
• Assist relatives in locating patients, both in ED and the rest of the hospital using the PAS system both face‑to‑face and via telephone enquiries.
• When distressed relatives enter ED to ensure that they are looked after in a caring and compassionate manner until a trained Nurse is free to care for them.
• To arrange transport, both via East Anglian Ambulance Trust and also by sorting private lifts/taxis, for patients as required. To ensure their comfort if waiting for a considerable period of time.
• To manage all incoming telephone calls within departmental guidelines, either by dealing with the enquiry immediately or by taking details and returning calls. To deal with medical enquiries either by delegating to an appropriate member of the nursing/clinical staff or by taking messages.

Person Specification

Essential Qualifications

• Good general standard of literacy and numeracy.

Experience

• Previous clerical work including data input.

Desirable

• Some experience in NHS or customer service organisation.

Skills

• Good communication and interpersonal skills.
• IT skills – accurate data input.
• Understanding of the need for confidentiality.

Attitude and Values

• Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence.
• Demonstrates understanding and commitment to Equality, Diversity and Inclusion.

Benefits

• Flexible working hours.
• Fast Track Staff Physiotherapy Service.
• Multi Faith prayer room at NNUH Colney Lane site.
• Discounted gym memberships.
• Excellent pension scheme and annual leave entitlement.
• Wagestream – access up to 40% of your pay as you earn it.
• Free Park & Ride service direct to NNUH Colney Lane site.
• Free 24‑hours confidential counselling support.
• On‑site Nursery at NNUH Colney Lane.
• On‑site cafes offering staff discounts at NNUH Colney Lane.
• Support in career development.
• Flexible staff bank.
• Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics.

Employment Details

• Band: 2.
• Salary: £24,465 a year per annum, pro rata.
• Contract: Permanent.
• Working pattern: Full‑time, Part‑time, Flexible working.
• Location: Colney Lane, Norwich, NR4 7UY.
• Reference number: 234‑25‑J1001.

Visa and Sponsorship

This advertised position, which is part of occupation code 4216, does not meet the UKVI eligibility requirements for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role.

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 Details

Norfolk and Norwich University Hospital
Colney Lane
Norwich
NR4 7UY

Employer website: https://teamnnuh.co.uk/