ED Administrative Support Worker/Receptionist

Act as an 'ambassador' for the Directorate in terms of telephone and in person contacts and as a friendly and competent point of access to the Trust for outside organisations.

To be part of an administrative support team who provide a high quality and professional administration service for the Emergency Department (ED), promoting a polite, empathic and efficient Emergency Service to members of the public, their relatives, Trust Staff, GPs and other organisations both face to face and via the telephone. To be proactive and work to ensure the Trust meets all targets relating to the ED.

The role is 3-fold and will include all elements of the following duties to be worked on a rotational and adhoc basis.

You should be able to work under pressure whilst using your own initiative in dealing with immediate enquiries both on the telephone and in person from a wide range of people including GPs, police and relatives.

It is important that you are able to prioritise and organise your own workload to meet the needs of the service. These roles typically rotate across all areas of the EDs and staff may be asked to work across sites should the service require this.

Main duties of the job

You will initially act as the first point of contact, meeting and greeting patients attending the Emergency Department and booking them onto the computer system.

You should possess excellent verbal and written communication skills together with previous experience of working within a similar environment. Keyboard and IT skills are essential and previous NHS experience would be an advantage.

We are very busy departments and we operate a shift pattern / rota that would require you to be able to work flexibly to cover days, nights, weekends and Bank Holidays.

PLEASE ANSWER THE FOLLOWING QUESTIONS AS PART OF YOUR APPLICATION:

1. What skills do you already have which are transferable to this role?
2. Give details of where you have worked with members of the general public together with an example of when you have demonstrated good customer care and relation skills.
3. Please give an example of when you have been a part of a really effective team and explain what made it such a good team.

Answers should be typed into the Supporting Information section of your application form. Please limit your answers to 150 words per question.

If you fail to answer the supporting questions above, your application will NOT proceed to the short listing stage.

Previous Applicants need not Apply

About us

We want to work together to provide high-quality care for every patient, every day.

• We treat everyone with respect and compassion
• We work as a team to improve quality
• We take responsibility for our actions
• We work together for patients and colleagues
• We learn, develop and share knowledge

Job responsibilities

To register on the patient information database all patients who present at the ED Reception Desk ensuring identity checks and all data collection is accurate and complete and urgency of condition are undertaken and escalated where necessary.

Monitor Ambulance arrivals screen for incoming patients and update central log to ensure accurate recording of ambulance turnaround times. Escalating to the Nurse in Charge and Assistant Business Manager when necessary to ensure LAS can handover within less than one hour.

Make review clinic, fracture and dressing clinic appointments using iCare ensuring that any hospital notes, and other supporting information is available.

Ensure that all referrals for Out-patient clinic are checked by the A&E Consultant before taking these to the Appointments office together with the patients A&E record.

To deal with enquiries, either face to face or over the telephone from a variety of external sources, such as relatives or friends, GPs, Ambulance Service, Police and from internal sources, such as Wards, X-ray and Pathology, using tact and discretion, in-line with local policies referring to senior colleagues for advice if needed.

Person Specification

Qualifications and Training

• Good standard of education NVQ 2 or equivalent
• GCSE English Language or equivalent
• Clear handwriting and spelling
• Numerate
• NVQ Business Administration - Level II or equivalent
• RSA II
• Certificate in Office
• ICare Trained

Experience

• Previous experience of working in a busy environment
• Previous experience in an admin role
• Previous experience of working in a busy environment in a healthcare setting
• Experience on the ICare System and Electronic Discharge Summaries System
• Previous experience of minute taking

Skills and Abilities

• Basic computer literacy (Word, Excel, PowerPoint)
• Good organisational and administration skills
• Ability to prioritise a busy workload

Knowledge

• Basic understanding of practical Data Protection issues
• Knowledge of child and adult protection issues

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.

£24,625 to £25,674 a year plus HCA