Address Act as an ‘ambassador’ for the Directorate in terms of telephone and in person contacts and as a friendly and competent point of access to the Trust for outside organisations.
To be part of an Administrative Support team who provide a high quality and professional administration service for the Emergency Department. (ED) Promoting a polite, empathic and efficient Emergency Service to members of the public, their relatives, Trust Staff, GPs and other organisations both face to face and via the telephone. To be proactive and work to ensure the Trust meets all targets relating to the ED.
The role is 3-fold and will include all elements of the following duties to be worked on a rotational and adhoc basis.
Receptionist, Ward Clerk, Administrative support worker
You should be able to work under pressure whilst using your own initiative in dealing with immediate enquiries both on the telephone and in person from a wide range of people including GPs, police and relatives.
It is important that you are able to prioritise and organise your own workload to meet the needs of the service. These roles typically rotate across all areas of the EDs and staff may be asked to work across sites should the service require this.
The successful applicant is required to work a varied shift pattern to cover Days/ Evenings/ Nights and Weekends. Includes shift work to cover 24/7
You will initially act as the first point of contact, meeting and greeting patients attending the Emergency Department and booking them onto the computer system.
You should possess excellent verbal and written communication skills together with previous experience of working within a similar environment. Keyboard and IT skills are essential and previous NHS experience would be an advantage.
We are very busy departments and we operate a shift pattern / rota that would require you to be able to work flexibly to cover days, nights, weekends and Bank Holidays.
PLEASE ANSWER THE FOLLOWING QUESTIONS AS PART OF YOUR APPLICATION:
1. What skills do you already have which are transferable to this role?
2. Give details of where you have worked with members of the general public together with an example of when you have demonstrated good customer care and relation skills
3. Please give an example of when you have been a part of a really effective team and explain what made it such a good team
Answers should be typed into the Supporting Information section of your application form. Please limit your answers to 150 words per question. If you fail to answer the supporting questions above, your application will NOT proceed to the short listing stage.
Previous Applicants need not Apply
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
Widening access (anchor institution) and employability
Improving the experience of staff with disability
Improving the EDI literacy and confidence of trust staff through training and development
Making equalities mainstream
To register on the patient information database all patients who present at the ED Reception Desk ensuring identity checks and all data collection is accurate and complete and urgency of condition are undertaken and escalated where necessary.
Monitor Ambulance arrivals screen for incoming patients and update central log to ensure accurate recording of ambulance turnaround times. Escalating to the Nurse in Charge and Assistant Business Manager when necessary to ensure LAS can handover within less than one hour.
Make review clinic, fracture and dressing clinic appointments using iCare ensuring that any hospital notes, and other supporting information is available.
Ensure that all referrals for Out-patient clinic are checked by the A&E Consultant before taking these to the Appointments office together with the patient’s A&E record.
To deal with enquiries, either face to face or over the telephone from a variety of external sources, such as, relatives or friends, GP’s, Ambulance Service, Police and from internal sources, such as, Wards, X-ray and Pathology, using tact and discretion, in-line with local polices referring to senior colleagues for advice if needed.
