Emergency Services Receptionist

An exciting opportunity has arisen to join our expanding team of Band 2 receptionists within the Emergency Services at UHP.
Assisting in the administration for the reception areas in the Emergency Services this post requires keyboard skills, excellent customer service experience and the ability to multitask whilst working in a busy fast pace environment.
The ability to observe patient confidentiality and maintain a professional manner are essential. The post holder will be required to work with minimal supervision and have the ability to work under extreme pressure and be able to exercise sound judgement and decision making skills whilst working as part of a team or under own initiative.
If you are seeking a challenge and possess the skills required this could be the right job for you. We have 6 full time posts available for 37.5 hours per week on a 24/7 rota, including nights and weekends.
This role will involve working across multiple sites including Derriford Hospital, the Cumberland Centre, Tavistock and Kingsbridge.
For an informal chat or to discuss the position in more detail please contact Chelsea Harris, Operational & Quality Lead, on 01752 438132 or chelsea.harris@nhs.net
The post holder will be responsible for the registration of patients, booking patient appointments, and any other administration duties. The reception is a 24-hour service and the post-holder will be expected to cover shifts which will include evenings, nights and weekends.
Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Reception Duties

• To receive and welcome patients and relatives to the department and direct to the waiting area.
• Book in all patients attending the Emergency Services on Nervecentre and ensure the necessary documents are available before triage.
• When booking in patients, confirm with patients all demographic details. Understand the importance of accurate data entry. Details are often highly sensitive where there are significant barriers to understanding including patients with mental/physical needs and patients under the influence of alcohol and/or drugs.
• Escalate concerns to triage nurse when required such as if a patient presents with chest pain, symptoms of a stroke or shortness of breath.
• Completion of the assault screen for external auditing.
• Accessing and sharing care plans with authorised clinicians for patients who are vulnerable, at risk or are frequent attenders.
• Understand the process of booking in overseas patients.
• Using EDDI to record and audit data for patients referred by 111.
• Use SALUS to print wristbands.
• Use SALUS for the transfer/discharge of patients.
• Book in unknown patients using the unknown patient process.

Ambulance Corridor

• Postholder must be prepared to witness distressing situations
• Book in patients on an ambulance corridor, working with colleagues from SWAST to obtain the correct information. Ensuring ambulances are booked in within a 15 minute
• Pre-register patients suffering from stroke symptoms.
• Pre-register patients categorised by a clinician as either an ED, hospital, or code red trauma.

Referral/Waiting List Management

• Book fracture clinic appointments
• Book ENP return clinics
• Processing referrals including red top referrals for onward patient care.
• Outpatient waiting lists

Other Administrative Duties

• Use the bleep system to liaise with security for patients who are at risk of harming themselves or others
• Use the bleep system to bleep specialties around the hospital for patients who have been referred from an external clinician.
• Book contract taxis for patients
• Book hospital transport for patients using SALUS
• Deal with telephone enquiries into the department from patients, anxious relatives, and clinical staff and transfer as appropriate.
• To assist with the training of new colleagues
• Deceasing patients on iPM.
• Awareness of the protocol for emergency computer system downtime.
• Contact IT for any issues regarding software/hardware

Clinical Records Management

• Scan and upload patient records to Nervecentre
• Download and upload Ortivus records to Nervecentre
• Print discharge summaries from SALUS and send to GPs
• Check Docman and the SSRS spreadsheet for GP letter rejections and action as appropriate
• Request hospital notes as requested
• Return filing to Bush Park regularly
• Filing of hospital notes

Confidentiality

• Matters of a confidential nature, which your work brings you into contact with, particularly information relating to the diagnosis and/or treatment of patients may not be divulged without the authority to do so, disciplinary action will be taken for any breach of confidentiality.

Communications and Working Relationships

• To communicate with the Emergency Services Multi-Disciplinary Team, other departments, outside callers, external agencies including the police and South West Ambulance Service, dealing with enquiries courteously and efficiently.