West London NHS Trust
Emergency Zone Receptionist
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North Bristol NHS Trust (NBT) and University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) have merged as of 1st July 2026 to become Bristol NHS Foundation Trust. This creates an exciting future that brings together the best of both organisations. As a single, strong and sustainable organisation, we will not only be able to deliver better outcomes for our patients and fairer care for our population, but it will also provide greater opportunities for our people.
Bristol NHS Foundation Trust recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life.
We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust.
Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role, please do apply as soon as you can.
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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, 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
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Working for our organisation
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
Detailed Job Description And Main Responsibilities
As a vital member of our Emergency Zone (EZ) reception team, your role will go far beyond the desk. You’ll help shape the patient experience from the moment they arrive, providing crucial support to both patients and clinical teams. Your day-to-day responsibilities will include:
- 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
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Person specification
Education And Qualifications
Essential criteria
- 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 criteria
- Customer Service or Business Administration qualification
Knowledge, Skills And Abilities
Essential criteria
- 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 criteria
- Previous experience of providing clerical and administrative support within a busy environment
- Proven ability to work collaboratively as part of a team
Desirable criteria
- Experience of working in a reception or customer-facing role, preferably within a healthcare setting
- Knowledge and experience of working within the NHS
We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.
As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.
The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.
BFT is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.
If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.
The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
By applying for this post, you are agreeing to Bristol NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.
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