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Urgent Care Centre Patient Admin and Receptionist

3 months ago

Bradford, United Kingdom Bradford Teaching Hospitals NHS Foundation Trust Full time

**Interview Date**: 12th April 2024

The job holder will provide administrative and clerical support across the service. This includes booking patients into the Urgent care Centre. To work as part of a busy and fast paced team to provide a courteous and efficient administration service within the Emergency Care Clinical Services Unit incorporating the Urgent Care Centre and ED.

The post holder will be responsible for undertaking all of the following duties during each working day:
- Register patients in the Urgent Care Centre using the Electronic Patient Record (EPR) accessible through FirstNet and System One. This will involve undertaking identification and Child Protection checks using integrated NHS systems such as the NHS Spine and Summary Care Service.

The post holder will be responsible for ensuring that the correct method of referral has been recorded accurately in the registration process, for example any patient referred by the NHS 111 Service is checked and marked off as arrived on the NHS Emergency Department Digital Integration system (EDDI).

Ensure all paperwork is collected from the various areas within the Urgent Care Centre such as ECG’s, blood tests, samples.

The post holder will effectively use the telephone system to answer and transfer external calls from patients, relatives, GP practices, Police, claims companies, etc., as well as internal calls from within the Trust.

Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:
We value people

We are one team

We care

We’re keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.

The post holder must maintain patient privacy and dignity at all times.

Have the ability to work flexibly and, on occasion at short notice, performing an administrative role in a variety of different locations.

The post holder must ensure that all telephone calls are dealt with in a timely, polite and courteous manner.

The post holder must liaise with clinicians, medical secretaries, external bodies, other hospitals and other departments within the Trust in a professional manner.

The post holder will be required to assist in training new staff members.

Maintain confidentiality at all times.

The post holder must provide a welcoming, polite and professional front of house reception service.

Use polished interpersonal skills to communicate with members of multidisciplinary teams such as Doctors, GP’s, nurse, midwives, administrative staff, relatives and members of the public.

Following the Conflict Resolution Policy, use effective communication skills to manage and diffuse difficult and sometimes volatile situations and conversations in an extremely pressured environment such as the Accident & Emergency Department waiting room, reception and on the telephone.

To handle issues and complaints raised by patients and visitors in a courteous and professional manner, escalating to the relevant team coordinator if appropriate.

To have knowledge of the Patient Advisory Liaison Service (PALS) when, how and why it can be accessed.

To ensure patients are treated in accordance with the Disability Discrimination Act and that facilities are made available to ensure equity of treatment.

Work within Trust and Department standards and policies. This includes written and verbal instructions.

The post holder must be able to work using their own initiative as some of the job role is unsupervised.

This is not to be taken as an exhaustive list of duties as these may vary from time to time. The post holder is expected to undertake these and any other duties as and when required.