Job summary
As a Customer Care Officer in the PRUH Emergency Department, the post holder is responsible for delivering a comprehensive reception and administration service, demonstrating exemplary customer service to patients and visitors. The post holder will be expected to work flexibly within a team to ensure that reception duties are covered 24/7.
As a member of the team, the post holder will be responsible for booking patients into the emergency department, answering an directing phone calls, responding to patient/visitor requests, providing admin support, managing inboxes and assisting with business continuity and downtime, both planned and unplanned.
Main duties of the job
The main duties of a CCO are inclusive (but not limited to) the below
CCOs will receive and register injured/trauma patients within the agreed timescales and customer care standards.
CCOs must ensure accurate and diligent administration with regards to receiving and registering patients, maintaining required Trust data, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed specified standard. You must ensure that the Emergency Department (ED) captures all relevant registration data and that this is entered on to the in-house computer data base namely EPIC.
Post-holder must manage face-to-face enquiries promptly and efficiently, providing an immediate response or referring individual on to appropriate person as and when required and answer telephone calls in a polite and professional manner taking accurate messages and ensuring these are given to the appropriate people.
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
The post holder is responsible for delivering a comprehensive reception and administration service to the Emergency Department. The accurate collection, inputting and maintenance of data is key to this position as the post holder will be expected to work flexibly within a team to ensure that the department captures all activity data and that this data is correct. Reception duties will involve face-to-face patient contact and telephone work with some ability to assess when an individual requires immediate clinical assistance. Appropriate training will be given to assist with this.
A high level of professionalism is essential and a courteous and polite approach to our client group is expected at all times. CCOs will support the department with ad-hoc administration duties and provide assistance during periods of outage/downtime.
Further details can be found on the job description and person specification
Job description
Job responsibilities
The post holder is responsible for delivering a comprehensive reception and administration service to the Emergency Department. The accurate collection, inputting and maintenance of data is key to this position as the post holder will be expected to work flexibly within a team to ensure that the department captures all activity data and that this data is correct. Reception duties will involve face-to-face patient contact and telephone work with some ability to assess when an individual requires immediate clinical assistance. Appropriate training will be given to assist with this.
A high level of professionalism is essential and a courteous and polite approach to our client group is expected at all times. CCOs will support the department with ad-hoc administration duties and provide assistance during periods of outage/downtime.
Further details can be found on the job description and person specification
Person Specification
Qualifications
Essential
- Good standard of general education to at least GCSE grade A-C or equivalent in English and Maths
Knowledge
Essential
- Experience in MS Package, email and internet browsers.
Desirable
- Previous reception duty experience
Skills
Essential
- Excellent written and verbal communication skills combined with an effective and courteous telephone manner.
- Ability to communicate effectively with professionals at all levels and patients and visitors
- Good organisational and planning skills.
Person Specification
Qualifications
Essential
- Good standard of general education to at least GCSE grade A-C or equivalent in English and Maths
Knowledge
Essential
- Experience in MS Package, email and internet browsers.
Desirable
- Previous reception duty experience
Skills
Essential
- Excellent written and verbal communication skills combined with an effective and courteous telephone manner.
- Ability to communicate effectively with professionals at all levels and patients and visitors
- Good organisational and planning skills.
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).
