Emergency Department Receptionist

2 weeks ago


Birmingham, United Kingdom Sandwell and West Birmingham NHS Trust Full time

An exciting opportunity has arisen for an Emergency Department Receptionist to join the Emergency Care administration team at Sandwell & West Birmingham NHS Trust.

You will be a key member of the Emergency Department Team, providing front line reception and administration service for patients, relatives and other visitors to the Trust 24 hours a day, 7 days a week, across City and Sandwell Hospital's Emergency Departments.

Our available average weekly hour contracts over our rotas are as follows:

- 32.5 Hours per week (9am-4pm, Mon-Fri)
- 28.5 Hours per week (10pm-8am, three shifts per week)
- 27 Hours per week (8am-4pm & 9am-4pm, Mon-Fri)
- 26 Hours per week (9am-4pm, Mon-Thurs)
- 22 Hours per week (8am-4pm & 9am-4pm, Wed-Sat)
- 18 Hours per week (4pm-10pm, Wed-Sun)

You must be able to greet patients be approachable and empathic to patient needs but also able to work under extreme pressures. The role is a demanding one with telephone calls to answer as well as demands of patients and other staff. The role requires a huge amount of computer working and filing. High standards as well as speed and accuracy are of huge emphasis.
- To provide high quality reception services for the Trust and, maintaining the highest standards of service delivery and Customer Care, act as a first point of contact assistance to patients, relatives or other members of the public who attend, or make contact by telephone, the Emergency Department.
- To organise their workload in accordance with the demands of the Department.
- To co-ordinate daily activities to ensure efficiency of service within the organisation.
- To exercise initiative.
- To ensure that confidentiality is maintained at all times.
- To cover other receptionists’ duties when applicable, due to staff shortage/sickness/annual leave.

Sandwell and West Birmingham NHS Trust (SWBT) is an integrated care organisation with a budget of approximately £600 million and over 7,000 staff. Diversity and social care is at the core of what we do as the Trust provides Community and Acute Services to over half a million people in an urban centre that demands massive regeneration and has substantial premature mortality.

**We have three newly emerging strategic objectives**:
1. Our People - to cultivate and sustain happy, productive and engaged staff
2. Our Patients - to be good or outstanding in everything we do
3. Our Population - to work seamlessly with our partners to improve live

To be the first point of contact for patients/relatives and visitors attending the Emergency Department who are often unwell and in a highly anxious and distressed state. To communicate effectively using tact and persuasive skills where there may be barriers to communication i.e. patients/relatives may be in a confused, anxious, aggressive state.

To accurately register, update and maintain all patients attending the Emergency Department on the hospital patient information systems (ie Lorenzo/Unity) for Emergency Department attendances ensuring all patient demographics are completed. This includes all admission, transfer and discharge details.



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