Job Description

You must have a flexible approach to working in order to meet the needs of the service. The role will include rotation to early, late and night shifts and it is therefore essential that when applying you are able to meet the required shift patterns.

The role is 'front of house' and the successful candidate will need to provide high level customer service at all times and possess excellent communication skills, be of smart appearance and professional at all times. Previous experience within a similar setting or busy reception area is essential, keyboard skills are essential and full training will be given to become familiar with systems operated within the unit.

KEY DUTIES

• To provide patients, visitors and Colleagues with Polite, helpful and courteous reception.
• To act and respond appropriately with tact and persuasion when faced with agitated and aggressive patients and members of the public. e.g. (poorly and anxious patients and relatives, patients under the influence of drugs and alcohol, or attending with mental health issues)
• Accurately register Emergency Department patients demographics as they arrive in the department using the Trust Medway Clinical Systems cross referencing against our ensuring systems are updated real time following departmental procedures to ensure duplicate registrations are not created. Printing up to date Patient demographic labels.
• To work as directed by the nurse in charge for rapid registration of ambulance cases. 
• Identify any overseas visitors by checking present address and previous address within the last 12 months; notify appropriate Overseas Visitors Liaison Personnel; ensuring patients complete overseas documentation for their consultation.
• Facilitation of Clinics including booking/ rearranging of appointments, preparing, attending and closing Clinics in real time generating and sending of attendance letters real time ensuring Targets are met.
• Ensure all health records and health record supplements are produced as necessary, traced, dispatched and received on the Patient Administration System using appropriate Case Note Folder Location and following data quality procedures
• To register all health records movements for patients' being admitted to hospital, including dispatching our notes to other locations in the Trust. Ensuring delivery to nursing staff of original Emergency Department documentation and/or health record supplements incorporating continuation sheets and appropriate patient identifiable information
• Management of patient out of hour’s process for issued prescriptions.
• Arranging Ambulances transport and taxis for patients and relatives as requested
• Preparation of Patients Health Record in readiness for electronic Scanning ensuring compliance with set operational procedures.
• Scanning of all documentation relating to the Patient attendance into Electronic Document Management System in real time.
• Produce barcode sheets for each Health record to be electronically scanned
• Clean, test and calibrate scanners before use each day
• Scanning of archived documents adhering to defined process model parameters and auditory benchmarking procedures
• To provide cross cover working for all areas of the Emergency Department inclusive of the Emergency Assessment Unit, Paediatric Area, Stretcher Triage and Reception ensuring a comprehensive administration service is delivered, completing registers and updating computer system.
• Deal appropriately with all enquiries and requests, via fax, telephone and e-mail, ensuring a responsive service is delivered
• Deal with complaints on a first line basis or refer to nurse in charge of clinic or relevant department/ member of staff.
• The post holder will be responsible for the undertaking clerical duties to support the process of the Trust’s patient activity and to meet the relevant departmental targets.

Required Knowledge, Skills, and Abilities

• Educated to GCSE level or equivalent qualification and/or
• IT / Computer skills qualification or equivalent experience
• Customer Care qualification
• Experience of working in an administrative role
• Experience dealing with the public face to face
• Experience working in a busy Clinical environment
• Previous NHS Clerical experience working within Acute
• Excellent communication skills
• Good team worker supporting colleagues
• Show initiative and be self-motivated. Work well under pressure and remain calm in difficult situations
• Good organizational skills
• Data Quality, Data Protection and Information Governance knowledge
• Flexible working hours/shifts/evening/weekends to meet the demands of the Trust Emergency Care Service