Norfolk and Norwich University Hospital

Senior Receptionist - AMU

The closing date is 21 September 2025

Job summary

AMU is part of the emergency service running 3 wards side by side as well as offering a same day emergency care service

We are looking for friendly and enthusiastic applicants that can prioritise, have excellent customer service skills, be dedicated and courteous and will also have excellent verbal and written communication skills and IT keyboard skills with a methodical approach. You must be able to deal with sensitive/confidential issues, be flexible and be a team player and ready for the challenge that this demanding but rewarding role will present.

What is AMU looking for?

We are looking for someone with supervisory skills and reception experience. The role will also include meeting and greeting patients and relatives as the first point of contact. Providing telephone coverage, admitting patients using the relevant computer systems and to update as necessary for the duration of the patients stay whilst on AMU, and other general receptionist duties

The role will include training and mentoring new staff, attending morning report triage meetings, working alongside nurses and all other allied professionals.We are looking for applicants to work all shift patterns that run over a 24-hour period, 7 days a week, 365 days a year. You will be required to cover early, late, night and weekend shifts.

Main duties of the job

Key Responsibilities of a Senior Receptionist

Ensuring the reception area is well-maintained, clean and organized.
Supporting, training, mentoring and guiding other receptionists
Handling phone calls, booking appointments, managing records, and potentially assisting with other administrative tasks.
Addressing patient queries, resolving issues, and escalating complex situations when necessary.
Ensuring data security and adherence to NHS policies and procedures

Skills and experience

Proven experience in a receptionist or administrative role.
Excellent communication and interpersonal skills.
Strong organizational and time management abilities.
Ability to work under pressure and handle difficult situations.
Proficiency in using computer systems and software.
Knowledge of NHS policies and procedures is often desirable.

As a team and as a department working within one of the largest hospitals in the UK in terms of inpatient capacity, we strive to provide the best experience to all from the initial first greeting to the end of the patients journey within AMU always demonstrating the NNUH's pride values.

If you are interested in joining our reception team and feel that you could bring a positive approach and you are looking for a rewarding supportive job role and feel you could make a difference, then AMU is the place for you.

About us

Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!

The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.

We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity.

We can offer you the full range of NHS benefits/discounts and in addition:

Flexible working hours
Fast Track Staff Physiotherapy Service
Multi Faith prayer room at NNUH Colney Lane site
Discounted gym memberships
Excellent pension scheme and annual leave entitlement
Wagestream - access up to 40% of your pay as you earn it
Free Park & Ride service direct to NNUH Colney Lane site
Free 24-hours confidential counselling support
On-site Nursery at NNUH Colney Lane
On-site cafes offering staff discounts at NNUH Colney Lane
Support in career development
Flexible staff bank
Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics

Date posted

08 September 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annum, pro rata

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

234-24-J3091-A

Job locations

Norfolk and Norwich University Hospital

Norwich

NR4 7UY

Job description

Job responsibilities

Ensure patient case notes are prepared and available in a timely fashion.
Making up patient admission packs in advance of admissions, including producing duplicate label sets, preparing wrist bands and obtaining patients case notes.
Keep records up to date by using IT hospital systems PAS, Symphony, S- Drive Audit and Web-ice in line with the Trust user policies.
File and prepare patients case notes on discharge in order to prepare clinical coding form for patient episode and ensure it is completed by medical staff on a daily basis.
Arrange where appropriate follow-up outpatient appointments.

Please note that this advertised position, which is part of occupation code 4216 does not meet the UKVI eligibility requirements for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role.

Job description

Job responsibilities

Ensure patient case notes are prepared and available in a timely fashion.
Making up patient admission packs in advance of admissions, including producing duplicate label sets, preparing wrist bands and obtaining patients case notes.
Keep records up to date by using IT hospital systems PAS, Symphony, S- Drive Audit and Web-ice in line with the Trust user policies.
File and prepare patients case notes on discharge in order to prepare clinical coding form for patient episode and ensure it is completed by medical staff on a daily basis.
Arrange where appropriate follow-up outpatient appointments.

Person Specification

Qualifications

Essential

Good general standard of literacy and numeracy
Business and Administration NVQ Level 3 or equivalent experience

Experience

Desirable

Experience in NHS or customer service organisation

Skills

Essential

Good communication and interpersonal skills
Understanding of the need for confidentiality
Customer care skills

Attitude, aptitude

Essential

Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
Demonstrates understanding and commitment to Equality, Diversity and Inclusion

Person Specification

Qualifications

Essential

Good general standard of literacy and numeracy
Business and Administration NVQ Level 3 or equivalent experience

Experience

Desirable

Experience in NHS or customer service organisation

Skills

Essential

Good communication and interpersonal skills
Understanding of the need for confidentiality
Customer care skills

Attitude, aptitude

Essential

Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
Demonstrates understanding and commitment to Equality, Diversity and Inclusion

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

Certificate of Sponsorship

Employer details

Employer name

Norfolk and Norwich University Hospital

Address

Norfolk and Norwich University Hospital

Norwich

NR4 7UY

Employer's website

https://teamnnuh.co.uk/ (Opens in a new tab)

Employer details

Employer name

Norfolk and Norwich University Hospital

Address

Norfolk and Norwich University Hospital

Norwich

NR4 7UY

Employer's website

https://teamnnuh.co.uk/ (Opens in a new tab)