Receptionist

Haringey GP Federation; Tees Valley; On-site; GBP 10,000 - 40,000; Part time

Job summary

A regional healthcare provider seeks a Receptionist to manage patient reception and appointment scheduling at University Hospital North Durham. The ideal candidate will possess 5 GCSEs or NVQ Level 2 in Business & Administration, strong organisational and customer service skills, and experience in a busy office environment. The role includes working weekends and bank holidays as part of a team to deliver a high standard of customer service. There are two posts available, with 16 and 21.5 hours per week.

Qualifications

• Must have good interpersonal skills and be approachable.
• Experience in a busy office environment is required.
• Ability to maintain confidentiality is essential.

Responsibilities

• Manage reception of patients and visitors in the Outpatient Department.
• Ensure timely clinic management of appointments and waiting lists.
• Handle both telephone and in-person enquiries courteously.

Skills

Good interpersonal skills

Ability to work under pressure

Organisational skills

Customer service skills

Education

5 GCSEs grades A-C or NVQ Level 2 in Business & Administration or Customer Care

Job description

County Durham & Darlington NHS Foundation Trust – Receptionist

The closing date is 26 January 2026.

An exciting opportunity has arisen within the Reception Team based at University Hospital North Durham.

There are 2 posts available: 1 x 16 hour per week role and 1 x 21.5 hour per week role.

As part of our reception team, you will be responsible for the provision of a high standard reception service within the outpatient departments.

You will need 5 GCSE Level or NVQ Level 2 in Business & Administration or Customer Service and 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. Excellent customer service skills are essential for this role.

The successful candidate will be based at University Hospital North Durham and may be required to work at other sites within the Trust, if necessary.

Main duties of the job

Provide the reception of patients and visitors to the Outpatient Department, including arrival checks, appointment management, liaison with GP's, hospital staff and other professional bodies to ensure smooth-running of the department.

Deal with enquiries promptly, responsively and courteously to ensure customer satisfaction and a positive portrayal of the Trust.

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

Job responsibilities

Responsible for the timely and accurate clinic management of appointments and waiting lists on the Patient Administration System, implementing time surveys on waiting times of clinics as required and having a basic knowledge of medical terminology to allow further appointments to be arranged.

Responsible for registering new patients on the computerised Patient Administration System ensuring data is retrieved and recorded accurately as it is fed to other systems within the hospital.

Ensure patients, relatives, employers, and visitors to the Trust are greeted courteously and promptly upon arrival at the Trust's reception desk.

Check the location of patients using the Trust's computerised Patient Administration System.

Liaise with all departments within the Trust to resolve queries from visitors or telephone calls.

Generate and send letters to patients inviting them to contact the department to make an outpatient appointment, taking account of clinic rules, urgent/routine ratios, cancelled clinics and specified return timescales for review of patients. If no response, a letter is sent to the patient's GP and the referral is cancelled from the Patient Administrative System to allow best utilisation of outpatient clinic appointment slots and to ensure no wasted capacity.

Receive telephone calls from patients in response to invitations sent by the department, book appointments in accordance with consultant directives/clinic rules, timescales etc., and send Outpatient appointment letter to confirm these arrangements to allow patients to choose a date/time of appointment at their convenience.

Ensure that all appointments which require cancelling or amending are reallocated for patients.

Book transport for patients where medically necessary for future attendance.

Identify potential overseas visitors on arrival for outpatient appointments or admissions and inform overseas patient interviewers to ensure appropriate action is taken.

Ensure patient satisfaction and confidentiality is maintained throughout.

Deal with distressed, abusive and/or complaining customers face to face and via the telephone.

Provide the service to patients and secretaries regarding requests/queries.

Assist where appropriate in providing cover for other colleagues during sickness and holidays.

Assist supervisor in the mentorship, training and development of new members of staff.

Ensure all clinic attendances are completed on the Trust PAS System ensuring accurate recording of attendance outcome to facilitate tracking of 18 week RTT pathway.

Record day case activity which takes place in an outpatient setting on the 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 demographic information is collected and updated.

Manage day case waiting lists.

Person Specification

Special Requirements

• Good interpersonal skills
• Approachable and friendly
• Ability to maintain strict confidentiality
• Willing to undertake any training required for the post
• Ability to travel across sites
• Self‑reliance

Experience

• Working in a busy office environment

Qualifications

• Must have 5 GCSEs grades A-C or NVQ Level 2 in Business & Administration or Customer Care or equivalent experience

Special Skills & Knowledge

• Knowledge of 18 week referral to treatment
• Organisational skills
• Ability to work under pressure
• Ability to prioritise
• Knowledge of NHS Patient Administration systems
• Knowledge of Overseas Visitor charging regulations

Employer name

County Durham & Darlington NHS Foundation Trust

Equal Opportunity Statement

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under‑represented.