Emergency Department Receptionist / Patient Coordinator

Job description

Job responsibilities

You will need to be able to remain calm in a pressured and stressful environment. A good telephone manner, confidence and a positive attitude is essential. You will be able to demonstrate sensitivity and discretion when dealing with matters that are confidential in nature.

You will be expected to complete a number of administrative tasks and, therefore, must be able to multi-skill whilst ensuring that all work is completed to a high standard.

This role forms part of a fixed rota providing cover 24 hours a day, 7 days a week, 365 days a year. You will need to be able to work days, evenings, nights, weekends and Bank Holidays, including Christmas and New Year on a fixed 4 week rolling rota. You will need to be flexible to cover colleagues shifts for annual leave and sickness, sometimes at short notice.

If you are a dynamic, friendly and adaptable personality who enjoys diversity, this could be the role for you.

Person Specification

Knowledge

Essential

• Educated to GCSE standard including english and maths
• Experience of working with patient contact
• Fast and accurate data skills
• Experience working in a front facing role

Desirable

• Experience in an acute NHS trust
• Aptitude with Microsoft Outlook and Word
• Dealing with complaints

Skills

Essential

• Excellent communication skills: well developed levels of patience, and excellent listening skills.
• High levels of tact and empathy required
• Ability to be courteous and professional at all times even when under emotional pressure and in situations concerning clinical / emotional trauma
• Time management and ability to prioritise
• Be logical and methodical whilst multi-tasking when dealing with frequent interruptions.

Analytical Skills

Essential

• Confidents to escalate situations to appropriate sources of help when necessary eg senior member of staff, Security, Police

Physical Skills

Essential

• Listening and observation skills

Patient/Client Care

Essential

• Must remain calm under pressure and be adaptable and versatile
• Postholders may be exposed to distressing events involving patients eg clinical and emotional trauma and should therefore have high levels of emotional tolerance.
• Must be able to maintain high levels of tact, empathy, sensitivity whilst dealing with patients and visitors

Information Resources/ IT

Essential

• Knowledge of Microsoft package ability to learn and use multiple systems
• Accurate data entry skills

Personal Qualities and attributes

Essential

• Team player in a fast-paced work environment
• Ability to work autonomously

Other Qualities

Essential

• Postholders will be required to work a shift pattern of hours that will include working unsocial hours eg evenings, weekends, nights and Public Holidays (including Christmas and New Year)
• Maintain high standards of personal conduct, dress and personal hygiene in accordance with Trust uniform policy
• Maintain the security and confidentiality of all patient records

Equality, Diversity, and Inclusion

Essential

• Evidence of having undertaken own development to improve understanding of equalities issues
• Evidence of having championed diversity in previous roles (as appropriate to role)

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.

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

St Richards Hospital

Spitalfield Lane

Chichester

PO19 6SE

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)