Receptionist - Emergency Department

Role overview

This post is based in the Acute & Emergency Medicine Department and sits within a clerical team that supports the area around the clock, every day of the week. The role focuses on delivering a professional, caring, and efficient reception and administrative service, with extensive contact with patients and regular coordination with nursing, medical, and wider health board teams.

The position requires strong attention to detail, accurate handling of records, and the ability to manage a busy front-line environment.

Main duties

• Register patients at reception and in other areas when needed.
• Handle patients, relatives, and visitors who may be distressed, angry, or upset in a calm and tactful way.
• Judge situations involving patient welfare and respond appropriately.
• Manage difficult interactions, including hostility from aggressive or intoxicated patients and their families or friends.
• Work alongside ambulance crews, police, and hospital security.
• Prepare notes and carry out filing, photocopying, faxing, and scanning.
• Ensure all patient information and records are handled with strict confidentiality.
• Follow departmental policies and procedures and implement updates when they change.
• Deal with enquiries in person and by telephone.
• Arrange and book attendance into the department using Symphony and Myrddin, and scan notes for transfer to wards in coordination with the relevant staff and departments.
• Book outpatient appointments on the hospital Myrddin system.
• Retrieve earlier patient history through Clinical Work Station or HealthRecords.
• Organise notes for later scanning, including boxing them up ready for processing.
• Attend training sessions as required.

Essential skills and abilities

• Clear and effective communication.
• Strong telephone manner.
• Ability to stay productive and composed under pressure.

Desirable skills and knowledge

• Ability to speak Welsh.
• Familiarity with IT systems.
• Previous experience in a hospital setting.

Working environment

The department operates 24 hours a day, seven days a week. The role involves frequent interaction with patients and staff and may require working in demanding or high-pressure situations.

About Aneurin Bevan University Health Board

Aneurin Bevan University Health Board is an award-winning NHS organisation serving communities across Gwent. With more than 14,000 staff and volunteers, it delivers safe, high-quality, compassionate care through hospitals, GP practices, community services, and mental health services.

The organisation places research, education, and innovation at the centre of its work and follows the Gwent Strategy 2025–2035, which focuses on prevention, reducing health inequalities, and partnership working to improve health and wellbeing. Its culture is built around Kindness, Integrity, and Respect, with a commitment to an inclusive and supportive workplace and opportunities for learning and development.

Additional information

Applications are welcomed from people with protected characteristics, including disabled and neurodiverse candidates, and from members of the Armed Forces Community. Welsh-language applications are encouraged and will be treated equally to applications made in English.

Each advert contains the relevant manager’s contact details, and applicants are encouraged to discuss any adjustments they may need directly with that person. There is no need to disclose personal or medical details; simply explain what support would help you take part fully in the process.

If you need support with the application or selection process, or require documents in a larger font or another format such as braille, contact the recruiting manager listed in the advert or the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email abb.vacancyrequests@wales.nhs.uk.

If you are shortlisted, communication will be sent to the email address used in your application, so you should check it regularly. Successful candidates will receive their conditional offer and information pack by email.

The organisation supports flexible working where possible.

Terms and conditions

The employer may close the vacancy at any time, so early applications are encouraged. The role may also be withdrawn if it is filled through an internal redeployment process.

Health Board sites are legally smoke-free, and smoking is not allowed anywhere on ABUHB premises for staff, contractors, patients, or visitors. Support to stop smoking is available through the Help Me Quit Team.

The Band 3 salary scale has been updated under the NHS Agenda for Change pay award for 2026/2027. The new scale will be applied in August 2026 and, where relevant, backdated to 01 April 2026.

Applicants should note that recruitment-related correspondence is sent through the email address registered on the application form.