Emergency Floor Administrator

University Hospitals Sussex NHS Foundation Trust (279)

This job is now closed

Job summary

An exciting opportunity to become part of the Emergency Floor multi-disciplinary team (MDT) at St Richards Hospital.

The Emergency Floor is a 55 bedded unit and Ambulatory Care Area (ACA) which cares for adult patients from multi- specialties, referred from both primary and secondary care.

The Emergency Floor administrative team provide a pivotal role in the smooth running, in what can be seen as a chaotic environment. They work closely with all members of the MDT, but in particular with the co-ordinators of both the main floor and the ACA to ensure our patients are entered onto the Patient Administration Systems, which in turn allows tests to be requested and treatments to be prescribed.

This is currently a Band 2 post, with the potential for it to become a Band 3 post in the near future.

Main duties of the job

This role is a front line customer service position, where positive, caring and supportive interactions with patients are a priority. You will provide an efficient and effective administrative and reception service to the Emergency Floor and Ambulatory Care Area (ACA), managing a regular intake of patients arriving into the department with a variety of medical and surgical issues.

You will excel in communication and inter-personal skills, interacting with tact, diplomacy and resilience as you manage the arrival of patients and relatives within the Emergency Floor and ACA.

The success of this role is dependent on the accuracy, organisation and timely response when investigating, inputting and managing patient information into a variety of systems, whereby patient care is effectively supported, income streams maximised and data quality at its' optimal.

About us

Join us at UHSussex, every day is different, you can be the change, better never stops.At UHSussex we're proud to be at the heart of the NHS. As one of the UK's largest acute Trusts, we're a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.

Improving lives: We are a vibrant and inclusive organisation, with hardworking, talented and dedicated individuals, who work together towards a common goal, to always put our Patient First. Our mission is summed up by our 'where better never stops' motto and no matter the role at UHSussex, you will play a part in driving us forwards and in improving the lives of patients across Sussex. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our wellbeing programme for staff which is extensive and designed to support you when you need it because we know that to look after others we must first look after ourselves.

Build a career with us: As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do

Date posted

12 December 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

279-5835851-NOV23

Job locations

St Richards Hospital

Spitalfield lane

Chichester

PO19 6SE

Job description

Job responsibilities

Deal with all telephone enquiries from patients, GPs, and other departments within the hospital in an efficient and effective manner. Liaise with patients/clients whose first language is not English. Must be able to make independent decisions relating to enquires and advise the necessary people/staff.
Liaise with various other departments within the hospital and outside, i.e., outpatient department, Medical Imaging, GPs, other hospitals, Police etc.
Answer complex and sensitive enquires both in person and on the telephone. Must be able to establish and maintain effective communication with all members of the public, including challenging behaviour, learning disability and bereavement.
Liaise with medical/nursing staff, porters, and ambulance staff.
Prepare and collate GP letters ensuring that they are forwarded in a timely fashion to the patients GP.
To act as a central liaison and information point across the Trust for internal and external multidisciplinary staff, patients and relatives.
To deal with all queries in an efficient and courteous manner using judgment and prioritisation skills.
To develop and maintain effective working relationships with clinical and managerial staff across the Trust.
To work with colleagues to ensure that relevant information is disseminated effectively and appropriately to staff across the site in a timely manner.
To take clear and accurate messages and ensure prompt delivery to the appropriate person.
To escalate to shift co-ordinator issues which require intervention. Please see attached job description for further information.

Job description

Job responsibilities

Deal with all telephone enquiries from patients, GPs, and other departments within the hospital in an efficient and effective manner. Liaise with patients/clients whose first language is not English. Must be able to make independent decisions relating to enquires and advise the necessary people/staff.
Liaise with various other departments within the hospital and outside, i.e., outpatient department, Medical Imaging, GPs, other hospitals, Police etc.
Answer complex and sensitive enquires both in person and on the telephone. Must be able to establish and maintain effective communication with all members of the public, including challenging behaviour, learning disability and bereavement.
Liaise with medical/nursing staff, porters, and ambulance staff.
Prepare and collate GP letters ensuring that they are forwarded in a timely fashion to the patients GP.
To act as a central liaison and information point across the Trust for internal and external multidisciplinary staff, patients and relatives.
To deal with all queries in an efficient and courteous manner using judgment and prioritisation skills.
To develop and maintain effective working relationships with clinical and managerial staff across the Trust.
To work with colleagues to ensure that relevant information is disseminated effectively and appropriately to staff across the site in a timely manner.
To take clear and accurate messages and ensure prompt delivery to the appropriate person.
To escalate to shift co-ordinator issues which require intervention. Please see attached job description for further information.

Person Specification

Experience and Qualifications

Essential

Maths and English equivalent to Grade 4 and above
People Facing Role/Customer Service Experience
Ability to prioritise workload

Desirable

Experience of working in a NHS environment
Experience of working in an acute care setting
Knowledge of UHSussex Policies and procedures

Skills

Essential

Computer literacy
Knowledge of Patient Administration Systems

Desirable

Experience with Careflow

People Skills

Essential

Be able to deal with patients and relatives in distress
Willingness to work shift work
Ability to use own initiative

Person Specification

Experience and Qualifications

Essential

Maths and English equivalent to Grade 4 and above
People Facing Role/Customer Service Experience
Ability to prioritise workload

Desirable

Experience of working in a NHS environment
Experience of working in an acute care setting
Knowledge of UHSussex Policies and procedures

Skills

Essential

Computer literacy
Knowledge of Patient Administration Systems

Desirable

Experience with Careflow

People Skills

Essential

Be able to deal with patients and relatives in distress
Willingness to work shift work
Ability to use own initiative

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.