Ed Receptionist/admin Support

To be part of an administrative support team who provide a high quality and professional administration service for the Emergency Department. (ED) Promoting a polite, empathic and efficient Emergency Service to members of the public, their relatives, Trust Staff, GPs and other organisations both face to face and via the telephone. To be proactive and work to ensure the Trust meets all targets relating to the ED.

The role is 4-fold and will include all elements of the following duties to be worked on a rotational and ad hoc basis.

Receptionist, Ward Clerk, Administrative support worker, Data administrator.

Part time - 34.5 hours per week (1 post x 34.5hrs per week, 2 posts x 23hrs per week - Days, Nights, Weekends (inc. Public Holidays)

Unsociable hours will attract additional payment

**In all roles the jobholder is expected to**:
Act as an ‘ambassador’ for the Directorate in terms of telephone and in person contacts and as a friendly and competent point of access to the Trust for outside organisations.

To maintain effective working relationships at all levels, internal and external to the Trust working collaboratively with colleagues to ensure that administrative resources are used flexibly to meet demand, including providing assistance in times of particular pressure in any area.

To manage own workload acting independently maintaining timely and accurate outputs for all requested work.

To exercise initiative in responding to requests for information/action, including referral to appropriate senior staff

To regularly work unsupervised and, on these occasions, make any necessary decisions to ensure the above service needs are maintained

To contribute to the work of ED to ensure the Trust meets all performance targets relating to the ED

To return to work in the event of a major incident and undertake any tasks as required by the ED controller

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development

Widening access (anchor institution) and employability

Improving the experience of staff with disability

Improving the EDI literacy and confidence of trust staff through training and development

Making equalities mainstream

**Key Result Areas & Performance**:
Receptionist

To register patient details on Cerner ensuring a high level of data accuracy

The post holder will communicate with Patients and other members of the public advising patients of any delays.

To inform the appropriate clinician if someone is visibly unwell or deteriorating.

Respond to patients’ needs deal with patients in a supportive manner both during telephone and face to face communication. This will sometimes include supporting distressed patients, and a sensitive and re-assuring manner is necessary in reducing the likelihood of escalating conflict, Empathy, compassion, patience and sensitivity are key qualities for this role. Patients’ confidentiality must be maintained at all times, as must their privacy and dignity.

To admit and discharge patients on Cerner and scan the patient notes in a timely manner, to enable prompt transfers to wards.

To register Ambulance arrivals and monitor London Ambulance Service attendances throughout the day, updating handover times accurately. Escalating to the nurse in charge when necessary, as well as being responsible for logging any patient handover delays on the Trust’s safeguarding system.

To liaise with and support ED flow coordinators.

To deal with written and telephone enquiries from the wards or other departments.

Booking of hospital transport for patients, in accordance with the hospital Transport Policy. Liaising with the Transport team.

Provide cover for colleagues during annual leave, sickness and busy periods - this can include working on other sites of the Trust.

Proficient routine use of the Patient Administration System, undergoing update and development training as required.

Undertake ongoing role and mandatory training as required and assist new staff with accessing and undertaking training.

On occasion to manage potentially or actually aggressive, verbally abusive visitors to the department, who must be managed appropriately, in accordance with Trust procedures and protocols, and manager’s direction and guidance.

Be prepared for lone working on occasions, for example when colleagues are undergoing breaks etc.

To deal with enquiries, either face to face or over the telephone from a vari