Ed Receptionist

Job Description

Emergency & Urgent Care

Job Title Emergency Department Receptionist

(1 year Fixed Term Contract to cover long term leave)

Band Band 3

Division Emergency & Urgent Care

Hours 37.5 — Flexible shift pattern including days, evenings, nights and weekends

Annual Leave 27 days per annum increasing to 29 days after 5 years NHS service and 33 days after 10 years of NHS service

Accountable to ED Senior Support Officer

Responsible to Emergency Department Service Manager

Receptionists working within the Emergency Department are the first point of contact for patients and visitors attending the department and are expected to demonstrate a high level of professionalism, care, courtesy and respect when greeting patients.

Working in a busy environment, Emergency Department Receptionists will book patients into the department, answer telephone queries and undertake a range of administrative duties to support the effective running of the department.

Hours
The emergency department is open 24 hours a day, every day of the year, including bank holidays. You will be rostered to work a range of shift patterns which include days, evenings, nights and weekends. The shift patterns are listed below:
- Shift Hours
Early 07:00 - 15:00
Day 10:00 - 18:00
Late 15:00 - 23:00

Twilight 1 16:00 - 00:00
Night 23:00 - 07:00

3 0 Minutes Break

Main Duties

The Emergency Department has two reception areas (Main Reception and Majors). Receptionists will be trained to work in both areas.

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Job Summary

Receptionists working within the Emergency Department are the first point of contact for patients and visitors attending the department and are expected to demonstrate a high level of professionalism, care, courtesy and respect when greeting patients.

Working in a busy environment, Emergency Department Receptionists will book patients into the department, answer telephone queries and undertake a range of administrative duties to support the effective running of the department.

Key Relationships

The post holder will work as part of the Emergency Department administration team and will work closely with the following post holders:
Service Manager

Administration Manager

Senior Support Officers

Emergency Department Matron(s)

Emergency Department Nurses

Emergency Department Consultants

General Practitioners

Administrative colleagues in other clinical service areas

Main Duties

The Emergency Department has two reception areas (Main Reception and Majors). Receptionists will be trained to work in both areas.

3.1 Reception

Registering and greeting patients on arrival

Answer telephone calls in a polite and courteous manner, identifying yourself, the department and hospital

Deal with queries face to face, on the telephone or via fax

Ordering notes for patient admission, for doctor's perusal and soft tissue clinic

Scanning of CAS Cards and LAS PRF documentation

Ensuring accurate data entry of patient data on all systems

Amend patient and GP details as required

Clerking — Clinical Decision Unit (CDU) discharge

Book appointments for fracture clinic and soft tissue clinic

Logging all IT issues and notifying Senior Administration colleagues log number(s)

Ensuring that scanned 'red top' referrals and fracture clinic appointments are taken to the appropriate department each day

Collecting discharge paperwork from the Urgent Care Centre (UCC), and Emergency Care Departments including the GPs for scanning

Keeping workstations neat and tidy at all times

Ensuring that the porters collect the confidential waste as well as the bags for coding and health records

To gain comprehensive understanding of Medway EPR computer system, providing support to new users and existing staff

To deal with enquiries from patients and staff, both internal and external

Book and cancel Patient Transport / Interpreters as appropriate and maintain the system of requirements.

3.2 Majors

To provide administrative support to all clinical staff on duty

To register all ambulance patients attending the department, including checking their demographics and updating this information using the Trust IT system (Medway).

To ensure that patient observations are recorded a