About this role
Job summary
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, Ambulance Receiving Centre, Acute Medical Unit and Minor Injury Unit, 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
If you're ready to bring your positivity, reliability and people skills to a team that values high standards and compassionate service, we'd love to hear from you.
Please note: Previous applicants need not apply
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
About us
North Bristol NHS Trust is one of the largest healthcare providers in the South West, employing over 12,000 staff and delivering outstanding care to the communities of Bristol, South Gloucestershire, and North Somerset. Based in our award-winning Southmead Hospital, we serve as the regional Major Trauma Centre and are internationally recognised for excellence across a wide range of specialist services.
Our vision is to empower every team member to be the best they can be--because when our people thrive, so does the care we provide. We are committed to delivering exceptional healthcare that is personally delivered, treating every individual with dignity and respect, and striving for the best possible clinical outcomes and patient experience.
North Bristol NHS Trust celebrates diversity and is proud to be an anti-discriminatory organisation. We are committed to building an inclusive workforce that reflects a broad range of backgrounds, perspectives, and skills. We actively welcome applications from all underrepresented groups and value every individual as an essential part of our team
Job description Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Education and qualifications Essential
GCSE Grade C/4 or above in English Language and Mathematics Working knowledge of Microsoft 365 applications (Word, Outlook, Teams and Excel) and other IT systems
Desirable
Customer Service or Business Administration qualification
Knowledge, Skills and Abilities Essential
Excellent verbal communication skills, including a professional and courteous telephone manner Ability to work effectively under pressure in a fast-paced environment whilst maintaining high standards of work Demonstrable organisational and time-management skills, with the ability to prioritise workload effectively Confidence and resilience when managing sensitive or challenging conversations with patients, relatives and carers Ability to work collaboratively within a multidisciplinary team, adapt positively to change and support colleagues as required Ability to work independently using initiative, as well as contributing effectively as part of a team Excellent interpersonal skills with the ability to communicate effectively with individuals at all levels Ability to remain calm, professional and empathetic when dealing with distressed or anxious individuals
Experience Essential
Previous experience of providing clerical and administrative support within a busy environment Proven ability to work collaboratively as part of a team
Desirable
Experience of working in a reception or customer-facing role, preferably within a healthcare setting Knowledge and experience of working within the NHS
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Bristol NHS Foundation Trust
Address Southmead Hospital
Westbury on Trym
Bristol
BS10 5NB
United Kingdom
Employer's website https://www.nbt.nhs.uk/ (Opens in a new tab)