Senior Outpatient Receptionist

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. 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. Generative artificial intelligence (AI) describes algorithms that can be used to produce new content, including audio, code, images, text, simulations, and videos. It is developing all the time and is now being used as a support mechanism for all kinds of content-based creations. Please note the use of AI is monitored and if applicants have used it then they are required to declare this. Job Overview Centralised Outpatient Services at North Bristol NHS Trust are seeking a hard-working and enthusiastic Senior Receptionist to help support the delivery of high-quality reception and administrative services. Main duties of the job The post holder will need to have well-developed communication skills (spoken and written), and able to deal with escalated issues in a professional, calm and friendly manner. The Senior Receptionist will be/become a local expert in outpatient processes and procedures, rota cover, and the hospital IT CareFlow system. Working for our organisation Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations, operating from three main sites at Southmead, Bristol city centre and Weston. With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer.  Detailed Job Description And Main Responsibilities Supervisory Role

• To be fully proficient in the role of the Outpatient Receptionist.
• To provide day-to-day support to the Reception Team, and ensure a high-quality service is being delivered.
• To ensure all reception desks are robustly covered for the service times and that colleagues are opening/unlocking and closing/locking outpatient areas appropriately.
• To arrange cross-cover or step-in if staffing levels fall below required standards.
• To provide support for colleagues where particularly challenging or complex situations arise eg, escalated transport issues.
• To ensure all staff competencies are up to date and training plans completed.
• To provide additional supportive training for colleagues as required.
• To ensure staff are securely storing any workplace equipment at each shift end.
• To take an overview and ensure all daily clinics are outcomed/cashed-up in a timely manner.
• To ensure sufficient hand-over notes on reception desks between shifts.
• To escalate ongoing concerns to the Team Leader/Manager as necessary. Reception Role
• To welcome patients, carers and visitors to their outpatient appointments.
• To be polite and friendly, dealing with queries in an efficient and timely manner.
• To ensure patient information is kept confidential and not shared with others.
• To respond to escalated queries from patients and colleagues.
• To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues.
• To keep patients informed if the clinics are overrunning.
• To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention.
• To oversee patients awaiting transport and liaise with the transport department in relation to patients still waiting.
• To hand over the care of patients awaiting transport at the end of the working day to the appropriate team, i.e., Discharge Lounge or Nurse in Charge.
• To take and action internal calls on the reception desk.
• To assist in quieter times with the packing and posting of letters to patients.
• To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day. Person specification Education/training Essential criteria
• GCSE or equivalent qualifications, to include English Language and Mathematics
• IT literate eg, email, word processing, with experience of inputting data into a computer system Desirable criteria
• Have an understanding of outpatient department and/or a fundamental understanding of the NHS
• NVQ 2 Level 2 Customer Service Work Experience Essential criteria
• Experience of dealing with multiple enquiries, both face to face and over the telephone, while maintaining a professional manner.
• Experience of carrying out routine administrative and clerical tasks, including filing, data entry, record management and use of office equipment.
• Experience of providing high quality customer service, demonstrating empathy, professionalism and a commitment to meeting customer needs.
• Experience of using systems and Microsoft Office applications (e.g. Outlook, Word and Excel) to support administrative processes.
• Understanding of outpatient appointment booking processes, waiting list management and referral pathways.
• Experience using PAS systems such as CareFlow, ICE, CHRIS or similar electronic patient record systems. Desirable criteria
• Previous supervisory experience
• Experience of working as part of a team Knowledge/Skills/Abilities Essential criteria
• Demonstrates excellent verbal and written communication skills, including the ability to communicate professionally and sensitively with patients, relatives and clinical staff.
• Able to manage a busy workload, prioritise tasks effectively and maintain accuracy while working in a fast paced environment.
• Demonstrates a patient centred approach, providing a courteous, professional and welcoming service while maintaining dignity.
• Able to work calmly and efficiently under pressure, managing multiple tasks, frequent interruptions and competing priorities.
• Competent in using Microsoft Office applications and patient administration systems, with accurate data entry and record management skills.
• Understands the importance of adhering to NHS policies, procedures, information governance and confidentiality requirements.
• Demonstrates willingness and ability to learn new systems, processes and procedures and apply training effectively in the workplace. We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.
• 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.
• 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. Important Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form. Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job. As a guide interviews should usually take place within 3 weeks of the closing date. When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.