Job Description

You will be the first point of contact for patients calling and coming into the department both at the front door and for patients arriving by ambulance. You will need to be diligent as you will be responsible for registering all patients correctly. You will answer their queries and help solve any issues they may have encountered. You will work alongside the clinicians, nurses, management team and other administrative staff to provide a safe and efficient service to our patients.
You will have the chance to develop your administrative skills through a programme of structured appraisals, support and development.

• The post holder will be responsible for providing a customer orientated reception service and clerical support to the clinical team in the Emergency Department.
• This is to include, accurately registering and updating details onto the hospital databases and assisting in any enquiries from internal or external agencies.
• To maintain a high level of customer care at all times. To communicate effectively and sympathetically with all visitors to the department.
• To obtain and input patient demographic details onto the hospital database ensuring accuracy.
• To ensure that all administrative duties are carried out in a professional, accurate and efficient manner at all times.
• To work in cooperation with other members of staff to maintain the smooth running of all reception and clerical areas within the department.
• To respond in the event of a major incident and hold an action card in the Emergency Department.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, and season ticket loan or membership options for onsite leisure facilities. We encourage staff to have the Covid vaccination to protect themselves, patients, other colleagues as well as the wider community. 

• To maintain a high level of customer care at all times. To liaise and communicate effectively and sympathetically with all visitors to the department.
• Greet patients in a courteous manner at all times, dealing with all enquiries politely and efficiently, displaying empathy when answering queries at the reception desk or over the telephone.
• To ensure that the telephone is answered within the agreed time scales.
• To deal with ad hoc enquiries and complaints in a pleasant and responsive manner, solving problems immediately where possible and referring to an appropriate senior person if necessary.
• Monitor the welfare of patients in the waiting area and notify a member of the clinical team if concerned about a patient wellbeing.
• To obtain and input patients demographic details onto the hospital database ensuring accuracy at all times.
• To obtain patients details in a sensitive manner taking into consideration the diversities of the general public.
• To input data onto the two Emergency Services databases ensuring that all information is accurate and updated when necessary.
• To book clinic appointments for patients on the A&E database when necessary, ensuring that all relevant documentation is available.
• To deal with enquires from police and outside agencies concerning missing people by searching for details on hospital databases whilst maintaining patient confidentiality at all times.
• To ensure that all administrative duties are carried out in a professional, accurate and efficient manner at all times.
• To maintain the patient record filing system in the A&E department. Ensure that patient records are prepared and scanned within the agreed timescale.
• To ensure that patient medical records folders are assembled and that new Hospital numbers have been created on Cerner, the Trust’s hospital patient database.
• Be fully conversant with and adhere to the admissions procedure to inpatient wards and Acute Assessment Unit through the A&E department.
• To work in cooperation with other members of staff to maintain the smooth running of all reception and clerical areas within the department.
• To carry out day to day administrative tasks such as photocopying and scanning.
• To recognize the legality of patient documentation and maintain patient confidentiality at all times in line with the Trust’s Information Governance Policy.
• To assist the Reception Supervisor and Service Manager in all matters relating to the smooth running of the department.
• To ensure that all policies and procedures regarding reception are adhered to.
• To participate in any induction or training opportunities.
• To assist and carry out any patient surveys or questionnaires.
• To assist in the induction and training of new clerical staff in the department.
• Provide clerical support and hold an assigned action card in the Emergency Department in the event of a Major Incident.

Required Knowledge, Skills, and Abilities