Job summary
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, empathetic 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 4-fold and will include all elements of the following duties to be worked on a rotational and ad hoc basis.
Receptionist, Ward clerk, Administrative support worker, Data administrator
Main duties of the job
In all roles the job holder is expected to:
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 maintain effective working relationships at all levels, internal and external to the Trust working collaboratively with colleagues to ensure that administrative resources are used flexibly to meet demand, including providing assistance in times of particular pressure in any area.
To manage own workload acting independently maintaining timely and accurate outputs for all requested work.
To exercise initiative in responding to requests for information/action, including referral to appropriate senior staff
To regularly work unsupervised and, on these occasions, make any necessary decisions to ensure the above service needs are maintained
To contribute to the work of ED to ensure the Trust meets all performance targets relating to the ED
To return to work in the event of a major incident and undertake any tasks as required by the ED controller
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
- To register patient details on ICare ensuring a high level of data accuracy.
- Utilize the NHS Spine to search for patient's to ensure accuracy upon registration and escalate any alerts attached.
- Complete injury forms for any patient's attending with an injury to assist with data collection.
- To collect, prepare and scan all discharge notes whilst following local procedures to ensure all documentation is safely stored correctly
- To collect and distribute the On-Call rota to all areas of the department ensuring up to date contact details are available for all staff according to date.
- Investigating and reporting any IT issues within the department and escalating these when urgent attention is required
- Identifying and reporting any maintenance issues to relevant teams
- Ordering supplies or services via the Helpdesk (example: catering, linen, cleaning, porters)
- The post holder will communicate with Patients and other members of the public.
- To inform the appropriate clinician if someone is visibly unwell or deteriorating.
- Respond to patients needs deal with patients in a supportive manner both during telephone and face to face communication. This will sometimes include supporting distressed patients, and a sensitive and re-assuring manner is necessary in reducing the likelihood of escalating conflict, Empathy, compassion, patience and sensitivity are key qualities for this role. Patients confidentiality must be maintained at all times, as must their privacy and dignity
- To admit and discharge patients on iCare and scan or photocopy the patient notes in a timely manner, to enable prompt transfers to wards.
- Monitor several shared mailboxes and to download and attach any documentation received to the correct patient record. This will also include responding to any queries when required
- To regularly check and maintain stationary stock levels at the reception and escalating to management if further stock is required for ordering.
- To register Ambulance arrivals and monitor London Ambulance Service attendances throughout the day, updating handover times accurately. Escalating to the nurse in charge when necessary, as well as being responsible for logging any patient handover delays on the Trusts safeguarding system
- To record data reflective of the department onto the 2-Hourly flow log.
- To liaise with and support ED flow coordinators.
- To deal with written and telephone inquiries from the wards or other departments
- Processing and sending outpatient referrals to relevant departments when required
- To provide regular quality checks of work completed by both yourself and your colleagues and urgently amend or escalate any concerns.
- To participate in administration duties, including, but not limited to answering phones, sending cancellation e-mails, processing post, document date stamping, photocopying, scanning patient records and related documents - sending or taking referral letters to the appropriate departments
- Booking of hospital transport for patients, in accordance with the hospital Transport Policy. Liaising with the Transport team
- Provide cover for colleagues during annual leave, sickness and busy periods this can include working on other sites of the Trust
- Proficient routine use of the Patient Administration System, undergoing update and development training as required
- Undertake ongoing role and mandatory training as required and assist new staff with accessing and undertaking training
- On occasion to manage potentially or actually aggressive, verbally abusive visitors to the department, who must be managed appropriately, in accordance with Trust procedures and protocols, and managers direction and guidance
- Be prepared for lone working on occasions, for example when colleagues are undergoing breaks etc
- To deal with enquiries, either face to face or over the telephone from a variety of internal and external sources such as: relatives or friends, GPs, Ambulance Service, Police and internal sources such as Wards, X-ray and Pathology using tact and discretion, referring as appropriate to the line supervisor or manager, ensuring patient confidentiality is not compromised, in accordance with the requirements of the Data Protection Act and other relevant legislation and local policies, ensuring prompt and accurate response to all enquiries
- To direct commercial and other visitors to the right department ensuring that the relevant personnel are notified
- Maintain tidy and uncluttered immediate work areas
- Highlight any referrals which require urgent attention, and process them promptly. This can sometimes require direct discussions with the medical team to confirm where the patient should to be booked to
- Develop positive, collaborative and effective working relationships across the trust with consultants and their teams including medical secretaries, specialty and general managers
- Assist nursing staff with ensuring correct wrist band is available in EPRS
- Facilitate Family and Friends Test completion when a patient is discharged, and support efforts to achieve target completion rates
- Comply with and understand, in relation to the post-holders immediate environment and duties, all health and safety legislation, as communicated in local policy, direction and guidance, and through Trust provided training
Job description
Job responsibilities
- To register patient details on ICare ensuring a high level of data accuracy.
- Utilize the NHS Spine to search for patient's to ensure accuracy upon registration and escalate any alerts attached.
- Complete injury forms for any patient's attending with an injury to assist with data collection.
- To collect, prepare and scan all discharge notes whilst following local procedures to ensure all documentation is safely stored correctly
- To collect and distribute the On-Call rota to all areas of the department ensuring up to date contact details are available for all staff according to date.
- Investigating and reporting any IT issues within the department and escalating these when urgent attention is required
- Identifying and reporting any maintenance issues to relevant teams
- Ordering supplies or services via the Helpdesk (example: catering, linen, cleaning, porters)
- The post holder will communicate with Patients and other members of the public.
- To inform the appropriate clinician if someone is visibly unwell or deteriorating.
- Respond to patients needs deal with patients in a supportive manner both during telephone and face to face communication. This will sometimes include supporting distressed patients, and a sensitive and re-assuring manner is necessary in reducing the likelihood of escalating conflict, Empathy, compassion, patience and sensitivity are key qualities for this role. Patients confidentiality must be maintained at all times, as must their privacy and dignity
- To admit and discharge patients on iCare and scan or photocopy the patient notes in a timely manner, to enable prompt transfers to wards.
- Monitor several shared mailboxes and to download and attach any documentation received to the correct patient record. This will also include responding to any queries when required
- To regularly check and maintain stationary stock levels at the reception and escalating to management if further stock is required for ordering.
- To register Ambulance arrivals and monitor London Ambulance Service attendances throughout the day, updating handover times accurately. Escalating to the nurse in charge when necessary, as well as being responsible for logging any patient handover delays on the Trusts safeguarding system
- To record data reflective of the department onto the 2-Hourly flow log.
- To liaise with and support ED flow coordinators.
- To deal with written and telephone inquiries from the wards or other departments
- Processing and sending outpatient referrals to relevant departments when required
- To provide regular quality checks of work completed by both yourself and your colleagues and urgently amend or escalate any concerns.
- To participate in administration duties, including, but not limited to answering phones, sending cancellation e-mails, processing post, document date stamping, photocopying, scanning patient records and related documents - sending or taking referral letters to the appropriate departments
- Booking of hospital transport for patients, in accordance with the hospital Transport Policy. Liaising with the Transport team
- Provide cover for colleagues during annual leave, sickness and busy periods this can include working on other sites of the Trust
- Proficient routine use of the Patient Administration System, undergoing update and development training as required
- Undertake ongoing role and mandatory training as required and assist new staff with accessing and undertaking training
- On occasion to manage potentially or actually aggressive, verbally abusive visitors to the department, who must be managed appropriately, in accordance with Trust procedures and protocols, and managers direction and guidance
- Be prepared for lone working on occasions, for example when colleagues are undergoing breaks etc
- To deal with enquiries, either face to face or over the telephone from a variety of internal and external sources such as: relatives or friends, GPs, Ambulance Service, Police and internal sources such as Wards, X-ray and Pathology using tact and discretion, referring as appropriate to the line supervisor or manager, ensuring patient confidentiality is not compromised, in accordance with the requirements of the Data Protection Act and other relevant legislation and local policies, ensuring prompt and accurate response to all enquiries
- To direct commercial and other visitors to the right department ensuring that the relevant personnel are notified
- Maintain tidy and uncluttered immediate work areas
- Highlight any referrals which require urgent attention, and process them promptly. This can sometimes require direct discussions with the medical team to confirm where the patient should to be booked to
- Develop positive, collaborative and effective working relationships across the trust with consultants and their teams including medical secretaries, specialty and general managers
- Assist nursing staff with ensuring correct wrist band is available in EPRS
- Facilitate Family and Friends Test completion when a patient is discharged, and support efforts to achieve target completion rates
- Comply with and understand, in relation to the post-holders immediate environment and duties, all health and safety legislation, as communicated in local policy, direction and guidance, and through Trust provided training
Person Specification
Experience
Essential
- Experience in an admin role
- Experience in a busy/fast pace environment
Desirable
- Experience within a healthcare setting
- Experience in a patient or customer facing role
Qualifications
Essential
- GCSE or equivalent, English Language
- GCSE or equivalent, Mathematics
- GCSE or equivalent, IT (Information Technology)
- Good Standard of further education (NVQ Level 2 or equivalent)
Desirable
- ICare Trained
- NVQ Level 2 or an equivalent in an IT related field
Skills
Essential
- Basic computer literacy (Word, Excel, PowerPoint)
- Good organisational and administration skills
Desirable
- Ability to use initiative
- Ability to priortise workload
- Ability to work well in a team
Knowledge
Essential
- Basic understanding of practical Data Protection issues
- Knowledge of child and adult protection issues
Person Specification
Experience
Essential
- Experience in an admin role
- Experience in a busy/fast pace environment
Desirable
- Experience within a healthcare setting
- Experience in a patient or customer facing role
Qualifications
Essential
- GCSE or equivalent, English Language
- GCSE or equivalent, Mathematics
- GCSE or equivalent, IT (Information Technology)
- Good Standard of further education (NVQ Level 2 or equivalent)
Desirable
- ICare Trained
- NVQ Level 2 or an equivalent in an IT related field
Skills
Essential
- Basic computer literacy (Word, Excel, PowerPoint)
- Good organisational and administration skills
Desirable
- Ability to use initiative
- Ability to priortise workload
- Ability to work well in a team
Knowledge
Essential
- 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.
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
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.
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).
