Receptionist in North East

• County Durham & Darlington NHS Foundation Trust
• Receptionist

An exciting opportunity within the Reception team at Bishop Auckland Hospital.

Working 37.5 hours per week you will provide a high‑standard reception service in the outpatient department.

You must hold 5 GCSE grades A‑C (or equivalent) / NVQ Level 2 in Business & Administration, Customer Care or have relevant experience in a busy office environment.

Previous NHS reception experience and knowledge of Patient Administration Systems is advantageous.

The successful candidate will be based at Bishop Auckland Hospital but may be required to work at other Trust sites if necessary.

Main duties of the job

• Reception of patients and visitors to the Outpatient Department – recording arrivals, managing appointments, sorting post, filing and ensuring smooth running of the department.
• Managing the Patient Administration System – registering new patients, updating data, maintaining waiting lists and ensuring accurate attendance records for tracking of the 18‑week RTT pathway.
• Communicating with GP’s, hospital staff and other professional bodies to coordinate appointments, cancellations, and referrals.
• Handling telephone calls and enquiries, booking appointments within clinical rules and ensuring the patient experience is courteous and efficient.
• Assisting with transport arrangements for patients and liaising on overseas visitor status.
• Providing support during weekends and bank holidays on a rota system to cover ad‑hoc and fracture clinics.
• Preparing and sending out patient letters, appointment confirmations, and follow‑up for patients who do not respond.
• Reporting weekly on any patients who cannot be booked within the required timescale per specialty.
• Maintaining confidentiality and collecting required demographic information.
• Assisting colleagues during sickness and holidays and contributing to training new staff members.
• Ensuring compliance with Trust policies, quality standards and accurate recording of procedures to maximise income.

You must be able to produce all certificates stated in the person specification to complete pre‑employment checks.

Person Specification

Experience

• Experience in a busy office environment.
• Prior NHS reception experience.
• Special Skills & Knowledge
• Knowledge of 18‑week referral to treatment.
• Organisational and prioritisation skills.
• Ability to work under pressure and independently.
• Knowledge of NHS Patient Administration systems.
• Knowledge of overseas visitor charging regulations.

Qualifications

• 5 GCSE grades A‑C or NVQ Level 2 in Business & Administration, Customer Care or equivalent experience.
• Special Requirements
• Good interpersonal and communication skills.
• Approachable, friendly and confident in dealing with distressed or dissatisfied customers.
• Ability to maintain strict confidentiality.
• Willingness to undertake any required training.
• Ability to travel across Trust sites.
• Valid full UK driving licence if driving duties are required.
• Self‑reliant and adaptable.
• Disclosure and Barring Service Check

This post requires a Disclosure and Barring Service check under the Rehabilitation of Offenders Act (Exceptions Order) 1975.

Equal Opportunity Statement

We particularly welcome applications from disabled individuals and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are currently under‑represented in our workforce.

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