Emergency Department Lead Receptionist

1 month ago

Truro, United Kingdom Royal Cornwall Hospitals NHS Trust Full time

To provide an efficient reception service to patients and all visitors arriving at the Emergency Department, Royal Cornwall, Hospital

Be a role model demonstrating good communication and ensuring robust and open contact with all emergency department service users

To register patients accurately, using the appropriate RCHT systems

To act as an intermediary between patients, relatives, nursing and medical staff in the ED Department.

Provision of a comprehensive and effective administrative service to support the smooth and efficient running of the ED team which is part of the high-quality service delivered by the Emergency Directorate.

To receive, advise and direct all patients, visitors and members of staff. Working mainly without supervision.

To be aware of the need for confidentiality.

Validate and input accurate data about the service making sure all systems are updated

To register, admit and discharge patients accurately onto the ED Systems

To answer telephone calls promptly and give assistance to callers including patients, carers, colleagues and all Emergency Department visitors.

To action requests for case notes, and administer patient hospital notes, filing reports etc as appropriate in line with Trust policy and procedures.

To provide cover for other members of the team as requested by Operations Manager.

Ensure case notes are maintained in accordance with the Trust’s Case note management Policy and that all correspondence, reports and results are filed correctly and in a timely manner.

To ensure that the medical notes are prepared for discharge summaries to be dictated.

Any other duties as may be required following discussion with the Operations Manager.

Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.

To provide supervision of the reception team including assisting staff in their personal development plans
To assist Admin Team Lead and Operations Manager with the day to day running of the reception rota
To participate in reception team recruitment, induction and training for new startersTraining both new and existing reception staff in use of IT systems including eNotes, Oceano, PAS and Maxims
To greet, receive and direct patients, carers and visitors at reception desks in line with the Trust procedures
To provide high levels of customer service and appropriate behaviour towards patients, colleagues and health professional ensuring using professional communication skills including sensitivity and empathy
To ensure all required patient information is documented and accurately recorded using the appropriate system in line with policies and procedures
Have prioritisation skills with the ability to work independently and work well in a team
To provide administrative support i.e. Filing, scanning, and copying
Administer patient letters and clinical data as required following Trust procedures
Liaise with other agencies, departments and official bodies to assist in providing a high quality and efficient service, sharing information using the trusts information sharing policy
To ensure appropriate roles are covered according to the service roster, clinical activity and line management requests
Take and process telephone calls in an appropriate manner. Telephone calls will involve contact with patients, carers and health professional and may involve the provision of non-clinical advice
Bring to the attention of the clinical staff/operations manager incomplete or discrepancies in data, issues with waiting room capacity vs demand - escalating to prevent interruptions to the service
To manage occasional distressing and emotional interactions with patients, carers and visitors using polite, empathic behaviour
To communicate effectively and liaise with other departments professionally to ensure efficient and smooth patient flow
To act as an ambassador for the department and promote its services
To maintain sufficient stocks of stationery and place orders as and when required.
Be responsible for reporting faults in office equipment to the appropriate contact points.
To undertake statutory training as required in accordance with Health and Safety regulations and the Trust’s policies.
To ensure that security in the work environment is maintained, locking doors and windows, challenging unknown persons who enter the work area and by wearing the Trust identity badge at all times whilst at work
To contribute to driving efficiencies and continuous improvement
Any other duties as deemed appropriate by Line Manager
To dispose of confidential information in line with Trust policy
Act in a way that supports equality and value diversity. Treat everyone whom you meet with dignity and respect

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