Customer Care Officer

5 months ago

London, United Kingdom King's College Hospital NHS Foundation Trust Full time

KING’S COLLEGE HOSPITAL NHS FOUNDATION TRUST

Emergency Department

**POST TITLE**:
Customer Care Officer / Receptionist

**GRADE**:
Band 3

**DEPARTMENT**:
Emergency Department

**LOCATION**:
Princess Royal University Hospital

**HOURS**:
Part-time 18.75hrs x 2

(This post is rotational to include day shifts/ night shifts, lates, weekdays, weekends & bank holidays)

**ACCOUNTABLE TO**:
ED Supervisor

**RESPONSIBLE TO**:
Operational Team Leader, Acute and ED

**JOB SUMMARY/PURPOSE**:
The post holder is responsible for delivering a comprehensive reception and administration service to the Emergency Department. The accurate collection and inputting of data is key to this position as the post holder will be expected to work flexibly within a team to ensure that the department captures all activity data and that this data is correct. Reception duties will involve face-to-face patient contact and telephone work with some ability to assess when an individual requires immediate clinical assistance. Appropriate training will be given to assist with this. A high level of professionalism is essential and a courteous and polite approach to our client group is expected at all times.

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

The trust-wide strategy Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King’s to another level.

**MAIN DUTIES AND RESPONSIBILITIES**:
CUSTOMER CARE- Receive and register injured/trauma patients within the agreed timescales and customer care standards.
- As per local guidelines, answer the priority telephone line direct from London Ambulance Service and record and relay, accurate information to Clinical Staff, following departmental procedures.
- To ensure accurate and diligent administration with regards to receiving and registering patients, maintaining that required Trust data such as General Practitioner details, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed specified standard. You must ensure that the Emergency Department (ED) captures all relevant registration data and that this is entered on to the in-house computer data base namely Symphony.
- Manage face-to-face enquiries promptly and efficiently, providing an immediate response or referring individual onto any other appropriate person as and when required.
- Safely assess those patients who require immediate clinical assessment due to the way in which they present. Training will be provided.
- Answer telephone calls in a polite and professional manner taking accurate messages and ensuring these are given to the appropriate people.
- To direct patients to different areas of the department or other hospital department as required.
- The role will require staff that co-ordinate at the first point of contact to be aware of potential patients who may require immediate assessment, due to the way in which they present. Training provided will support judgement.As the first point of contact for patients and visitors to the Emergency Department it is vital that the Customer Care Officer is able to analyse situations and data and make appropriate judgements. They are also required to act within the guidelines relating to patient confidentiality and the Freedom of Information Act.
- Use own initiative/decision making out of hours and at weekends without supervision.
- Monitor and maintain Health and Safety of self and others, taking immediate and appropriate action as necessary.

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