Receptionist - Emergency Department | Norfolk and Norwich University Hospitals NHS Foundation Trust

Norfolk and Norwich University Hospitals NHS Foundation Trust; Norwich; On-site; GBP 21,000 - 27,000; Full time

Job summary

A leading NHS trust in Norwich is seeking a dedicated Flow Co-Ordinator to join their Emergency Department. This role involves managing patient registrations, providing clerical support, and ensuring a high standard of patient care. Candidates should have excellent communication skills and be able to work shifts in a busy environment. The position offers comprehensive NHS benefits including flexible working hours and career development support.

Benefits

Flexible working hours

Discounted gym memberships

On-site nursery

Qualifications

• Experience in a clerical role in a busy department is desirable.
• Ability to manage multiple tasks effectively.
• Willingness to work shifts across a 24/7 rota.

Responsibilities

• Register patients and manage a computerised system.
• Liaise with medical and nursing staff for patient care.
• Assist with transporting patients and managing communications.

Skills

Excellent communication skills

Attention to detail

Ability to work in a busy environment

Tools

Computerised PAS or similar hospital information systems

Job description

Overview

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 Journey to Outstanding and ensuring that patients are at the heart of everything we do. We’re looking for an individual with excellent communication skills who is capable of providing the highest possible standard of patient care. You’ll work within a varied multidisciplinary team, playing a vital part in ensuring a safe, timely and effective patient experience.

This role is shift work, with 24/7 hours across seven days a week: 6-2, 8-4, 11:30-19:30, 12-8, 2-10, 5-1, 22-6. Enhancements apply for unsocial hours, weekends and bank holidays including Christmas.

Responsibilities

• Register patients using a computerised system (and manually when required).
• Be aware of off-duty planning and the need to meet service requirements, reporting absence from work promptly.
• Recognise patients who, although they walk in, may require prompt medical intervention and 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.
• Arrange, where appropriate, follow-up outpatient appointments, including making referrals on the PAS system.
• Provide efficient, caring and quality reception and clerical support within the Emergency Department, covering the department 24/7.
• Liaise with nursing and medical staff and other teams across the Trust; maintain a high degree of patient contact and attention to detail.
• Assist relatives in locating patients within ED and the rest of the hospital using PAS, via face-to-face or telephone enquiries.
• Assist with transporting patients as required (via East Anglian Ambulance Trust or private lifts/taxis) and ensure comfort while waiting.
• Manage all incoming telephone calls within departmental guidelines and handle medical enquiries by directing to the appropriate clinical staff or taking messages.

Qualifications and Personal Attributes

• Excellent communication skills and the ability to provide high standard patient care.
• Attention to detail and the ability to work as part of a clerical team in a busy department.
• Ability to work shifts across a 24/7 rota and to manage multiple tasks in a busy ED environment.
• Experience with computerised PAS or similar hospital information systems is desirable.

Additional Information

• The NNUH is one of the largest NHS trusts in the UK, providing acute care for around one million people in Norfolk and surrounding areas. We are a teaching and research hospital, home to state-of-the-art facilities such as the Quadram Institute. We work closely with the University of East Anglia and have staff placement opportunities for students. Our workforce represents 94 countries.
• We offer the full range of NHS benefits/discounts and additional benefits including: flexible working hours, fast track staff physiotherapy, multi-faith prayer room, discounted gym memberships, excellent pension and annual leave entitlement, Wagestream, free Park & Ride to NNUH Colney Lane, free 24-hour confidential counselling, on-site nursery and cafes with staff discounts, career development support, flexible staff bank, and salary sacrifice schemes including lease cars, Cycle to Work, and home electronics.
• Additional responsibilities include ensuring patients are welcomed and comfortable, re-arranging reception cover in the absence of senior staff, running the reception desk when trained, obtaining information for communications, and assisting relatives with locating patients.

Important Notice

Please note that this advertised position does not meet UKVI eligibility requirements for a Skilled Worker Visa (Certificate of Sponsorship cannot be issued). The advert closes on Friday 31 Oct 2025.