Emergency Zone Receptionist

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Job Overview

Are you someone who thrives on helping others, stays calm under pressure, and knows the power of a warm welcome? We’re looking for a compassionate, confident, and proactive individual to be the first point of contact in our fast‑paced Emergency Zone.

As a Receptionist in the Emergency Zone (EZ), you’ll be at the heart of the action—greeting patients and carers on arrival, supporting clinical teams behind the scenes, and ensuring every interaction is delivered with empathy and professionalism. Your communication skills will shine as you engage with patients and medical staff both face‑to‑face and over the phone.

You’ll rotate across our key areas, including the Main ED Reception, Acute Medical Unit, and Pitstop, managing registration, maintaining digital records, and resolving queries with care and accuracy. Flexibility is key—we’re a busy unit handling referrals from across the Trust and GPs, and you\’ll help ensure smooth coverage when colleagues are on leave.

What we offer:

A close‑knit, supportive team that prides itself on excellence; a vital, people‑focused role with real impact; a fast‑moving environment where no two days are the same.

Main duties of the job

Accurately registering patients, maintaining electronic records, and scanning documentation post‑discharge.

Managing medical records, ensuring all documents are correctly filed and stored appropriately.

Receiving and admitting patients using relevant computer systems efficiently and accurately.

Performing a range of routine administrative tasks, including managing telephone enquiries in a courteous and timely manner, and disseminating information as required.

Providing sensitive support to distressed or bereaved relatives, demonstrating empathy and professionalism.

Responding promptly to shifting priorities and unexpected situations, while managing workload and resolving issues within defined limits.

Handling police enquiries in accordance with Trust policies and Data Protection, ensuring strict confidentiality.

Collaborating with colleagues across various departments to ensure coordinated care and communication.

Offering ad hoc information and support to staff members and responding to requests from medical professionals.

Supporting the onboarding and training of new staff, helping to ensure competence and confidence in the role.

Being fully trained and prepared to respond in the event of a Major Incident.

Offering flexible cover to ensure full reception desk coverage during staff absence.

Ensuring all mandatory training is completed and kept up to date.

Participating in departmental meetings, complying with Trust communications and staying engaged with team and management updates.

Detailed Job Description And Main Responsibilities

• Ensuring timely and accurate patient registration, maintaining up‑to‑date digital records—even during system downtimes—and scanning important documentation post‑discharge.
• Maintaining and organising medical records, including filing ambulance documents for clinical use.
• Welcoming and admitting patients using hospital systems with efficiency and empathy.
• Managing routine administrative tasks, including handling phone queries professionally and promptly, ensuring clear communication throughout the department.
• Offering compassionate support to distressed or bereaved relatives, remaining calm and respectful in emotionally sensitive moments.
• Responding dynamically to evolving situations, effectively prioritising tasks and solving problems within set parameters.
• Handling confidential police enquiries in strict compliance with Trust protocols and the Data Protection Act.
• Coordinating ambulance transport arrangements, ensuring patients get where they need to be.
• Collaborating with a wide range of internal teams and departments to support cohesive care.
• Providing on‑the‑spot support and information to clinical and administrative colleagues.
• Sharing your knowledge by helping train new team members, setting them up for success in their roles.
• Being fully prepared and trained to respond to major incidents or IT system downtimes—you’ll know your role and how to act.
• Maintaining a flexible, team‑first attitude to help provide cover for colleagues during leave or absences.
• Upholding the highest standards of confidentiality and data security at all times.
• Staying engaged and informed through regular attendance at meetings, training sessions, and by keeping up to date with internal communications.

Person specification

Essential

• Evidence of good education and Word/Excel, internet, Microsoft Outlook.
• Evidence of previous experience of NHS computer systems.
• Evidence of team working.
• Good communication and organisational skills.
• Ability to adapt to high‑pressure and ever‑changing environment.

Desirable

• NVQ or equivalent in customer service/care.

Contact & Application

If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.

North Bristol NHS Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.

North Bristol Trust (NBT) is committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above.

Please note that stringent pre‑employment checks are undertaken on all successful applicants prior to commencement in post.