Receptionist, Administrative​/Clerical

County Durham & Darlington NHS Foundation Trust Receptionist

The closing date is 06 March 2026

An exciting opportunity has arisen within our Reception team based at Bishop Auckland Hospital.

Working 30 hours per week as part of our reception team, you will be responsible for the provision of a high standard reception service within the outpatient department.

You will be educated to 5 GCSE Level or NVQ Level 2 in Business & Administration or Customer Service and have relevant experience within a busy office environment. Previous NHS experience and knowledge of Patient Administration Systems would be advantageous but is not essential.

The ability to work under pressure both individually and as part of a team is important to ensure that deadlines are met. Good organisational and interpersonal skills are essential to achieve this. Excellent customer service skills are essential for this role.

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

Reception of patients and visitors to the Outpatient Department. This includes arriving patients for their appointments, arranging any future appointments taking into account clinic rules, urgent/routine ratios and working with clinical staff to achieve patient satisfaction. Liaise with GP's, hospital staff and other professional bodies to ensure smooth running of the department.

To ensure any enquiries are dealt with in a prompt, responsive and courteous manner at all times to ensure patient satisfaction and the Trust is portrayed in a positive manner.

Required to work weekends and bank holidays on a rota system to cover ad hoc clinics.

• Responsible for reception of patients and visitors and all reception duties (sorting post, filing, stock monitoring, photocopying, delivery checks).
• Timely and accurate clinic management of appointments & waiting list on the Patient Administration System, implementing time surveys and basic medical terminology knowledge.
• Register new patients on the computerised Patient Administration System ensuring accurate data recording.
• Ensure patients, relatives, employers and visitors are greeted courteously and promptly.
• Check location of patients using the Trust's computerised Patient Administration System.
• Liaise with all departments to resolve queries from visitors or telephone calls.
• Generate and send out letters to patients inviting them to contact the department to make an outpatient appointment (Partial Booking), taking account of clinic rules, urgent/routine ratios, cancelled clinics and specified return timescales.
• Receive telephone calls from patients to book appointments in accordance with consultant directives, clinic rules, timescales and send Out Patient appointment letter to confirm.
• Ensure all appointments which require cancelling or amending are reallocated.
• Book transport for patients where medically necessary.
• Identify potential overseas visitors on arrival and inform overseas patient interviewer.
• Work weekends and bank holidays on a rota system to cover fracture clinics and additional ad hoc clinics.
• Deal with distressed, abusive and/or complaining customers face to face and via telephone.
• Ensure all patients are provided with the family and friends questionnaire.
• Provide service to patients and secretaries regarding requests/queries.
• Have flexible approach to department demands and assist where appropriate in cover for other colleagues during sickness and holidays.
• Assist supervisor in mentorship, training and development of new staff.
• Work under pressure both supervised and unsupervised, carrying out duties in accordance with departmental policies and procedures ensuring quality standards are adhered to.
• Ensure all clinic attendances are completed on Trust PAS system ensuring accurate recording of attendance outcome to facilitate tracking of 18‑week RTT pathway.
• Record any day case activity in outpatient setting on Trust PAS system to facilitate tracking of 18‑week RTT pathway.
• Ensure all procedures undertaken in outpatient clinic are accurately recorded to maximise income to the Trust.
• Ensure all…