Job summary
This role is a front line administrative and reception position, where positive, caring, and supportive interactions with patients are key. You will provide an efficient and effective service to the Emergency Ambulatory Care Unit and the new Surgical Assessment Unit, managing a regular intake of patients arriving at the department with a variety of medical and surgical issues.
Good communication and inter-personal skills are essential, interacting with tact, diplomacy, and resilience as you manage the arrival of patients and relatives within the EAC and SA unit.
Main duties of the job
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., out-patient department, GPs, other hospitals, Police, Social Workers.
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 team leader issues which require intervention.
Responsible for effective shift handover.
The post holder is the first point of contact for the patient and must be able to judge the situation. Can multi-task and be able to work under pressure. Be able to answer complex and sensitive enquires both in person and over the telephone.
About us
Join us atUHSussex, every day is different, you can be the change, better neverstops
AtUHSussexwe're proud to be at the heart of the NHS. As one of theUK'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 ourPatient First.Our mission is summed up by our 'where better never stops' motto and no matter the role atUHSussex, 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 ourwellbeing programmefor staff which is extensive and designed to support you when you need itbecausewe 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
Job description
Job responsibilities
To participate in the EACU/SAU Administration team rota providing a 7-day service fully and flexibly from 07:30-20:00 to the unit and as necessary work across the Acute Floor providing support as directed.
To proactively organise support services, e.g. transport, portering, social services, domestic, catering, interpreting services, etc. as directed by the nurse in charge.
Maintain confidentiality and dignity at all times.
To be aware of and contribute to the management of Health & Safety in relation to the working environment.
Responsible for accurate data entry and processing on Careflow (PAS) and Symphony system and record case note movement on tracking system.
Supervise new members of staff.
To deal with all queries in an efficient and courteous manner using judgment and prioritisation skills.
Job description
Job responsibilities
To participate in the EACU/SAU Administration team rota providing a 7-day service fully and flexibly from 07:30-20:00 to the unit and as necessary work across the Acute Floor providing support as directed.
To proactively organise support services, e.g. transport, portering, social services, domestic, catering, interpreting services, etc. as directed by the nurse in charge.
Maintain confidentiality and dignity at all times.
To be aware of and contribute to the management of Health & Safety in relation to the working environment.
Responsible for accurate data entry and processing on Careflow (PAS) and Symphony system and record case note movement on tracking system.
Supervise new members of staff.
To deal with all queries in an efficient and courteous manner using judgment and prioritisation skills.
Person Specification
Essential and Desirable
Essential
- People facing role/ Customer service experience.
- Strong knowledge of basic computer packages Word, Excel, Outlook
- Must be able to deal with patients in medical distress, including associated sounds, sights and smells.
- Able to work in a close and very busy office environment with a constant flow of telephone calls.
- Able to maintain accurate records and documentation.
Desirable
- Good working knowledge of medical terminology
- Careflow PAS & Symphony computer training
Equality, Diversity, and Inclusion
Essential
- Evidence of having championed diversity in previous roles (as appropriate to role
- Evidence of having undertaken own development to improve understanding of equalities issues
Person Specification
Essential and Desirable
Essential
- People facing role/ Customer service experience.
- Strong knowledge of basic computer packages Word, Excel, Outlook
- Must be able to deal with patients in medical distress, including associated sounds, sights and smells.
- Able to work in a close and very busy office environment with a constant flow of telephone calls.
- Able to maintain accurate records and documentation.
Desirable
- Good working knowledge of medical terminology
- Careflow PAS & Symphony computer training
Equality, Diversity, and Inclusion
Essential
- Evidence of having championed diversity in previous roles (as appropriate to role
- Evidence of having undertaken own development to improve understanding of equalities 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).
