Job summary
An exciting opportunity has arisen for an enthusiastic motivated individual to join our friendly Acute Floor Team, based in the Royal Sussex County Hospital, Brighton.
This post represents an excellent opportunity for a motivated and hardworking person to join a friendly and forward thinking team. If you are an excellent team player with a positive attitude, we would like to hear from you.
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 Department in managing a regular intake of patients arriving into the department with a variety of medical and surgical issues. This is a flexible role within the department that will require you to work within the main ED reception area, working within a station that requires you booking in patients to scheduled appointments, working within the nurses' station to also provide operational support to ensure patient flow - this role will be flexed according to department needs when required.
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 department
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
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
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 Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
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.
We look forward to receiving your application and the start of your journey with UHSussex.
Candidate information pack - University Hospitals Sussex NHS Foundation Trust
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., out-patient department, GPs, other hospitals, Police, Social Workers.
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, ambulance staff and the Police.
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 team leader issues which require intervention.
To investigate and correct any discrepancies found on Symphony relating to patient information.
When requested, on a regular basis, assist in clinical duties within the department inclusive of portering patients to relevant areas and managing patient flow from areas such as but not exclusively to the waiting room or triage to majors / minors.
Required to work flexible shifts, weekends, and unsociable hours, at times asked to stay on past shift if department is under pressure.
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., out-patient department, GPs, other hospitals, Police, Social Workers.
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, ambulance staff and the Police.
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 team leader issues which require intervention.
To investigate and correct any discrepancies found on Symphony relating to patient information.
When requested, on a regular basis, assist in clinical duties within the department inclusive of portering patients to relevant areas and managing patient flow from areas such as but not exclusively to the waiting room or triage to majors / minors.
Required to work flexible shifts, weekends, and unsociable hours, at times asked to stay on past shift if department is under pressure.
Person Specification
Qualifications and Experience
Essential
- Experience of using a database
- People facing role/Customer service experience
- Strong working knowledge of basic computer packages, Word, Excel, Outlook
Desirable
- Good working knowledge of medical terminology.
- Experience of working in an NHS environment
- Knowledge of UHSussex policies and procedures
Skills
Essential
- Excellent level of numeracy and literacy
- Ability to prioritise workload in an ever changing and demanding working environment
Desirable
- Bamboo experience
- Careflow PAS & Symphony computer training
Equality, Diversity and Inclusion
Essential
- Evidence of having championed diversity in previous roles
- Evidence of having undertaken own development to improve understanding of equalities issues
Person Specification
Qualifications and Experience
Essential
- Experience of using a database
- People facing role/Customer service experience
- Strong working knowledge of basic computer packages, Word, Excel, Outlook
Desirable
- Good working knowledge of medical terminology.
- Experience of working in an NHS environment
- Knowledge of UHSussex policies and procedures
Skills
Essential
- Excellent level of numeracy and literacy
- Ability to prioritise workload in an ever changing and demanding working environment
Desirable
- Bamboo experience
- Careflow PAS & Symphony computer training
Equality, Diversity and Inclusion
Essential
- Evidence of having championed diversity in previous roles
- 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.
