Emergency Department Administration Team Assistant

4 weeks ago

Warwick, United Kingdom South Warwickshire University NHS Foundation Trust Full time

Job summary

An exciting opportunity has arisen for a dynamic and enthusiastic Administration Assistant to join our team of administration staff in Warwick Hospital's Emergency Department, providing support to patients, clinicians, nurses, and managers.

As an A&E administrator you will often be the first contact for our patients whilst booking them into the Emergency Department. We are therefore looking for staff who are motivated, enthusiastic and possess excellent interpersonal and communication skills along with the ability to work within fast-paced environment. Previous administration experience and excellent IT skills are essential. The Emergency Department provides a supported induction with training to ensure you can meet your full potential.

This is a great opportunity to work within our Emergency Department regularly recognised nationally for our high performance and innovative practice to successfully reduce patient waiting times and improve patient experience.

Main duties of the job

To provide a comprehensive, efficient and responsive administrative and clerical support to the Emergency Department for South Warwickshire University NHS Trust.

To provide support to patients, medical staff, nursing staff and the management process, maintaining an effective customer focused service and to work closely with colleagues within the team. To provide a seamless service between patient arrival and discharge. The role is multi-faceted and as a priority provides real-time computer entries on various systems, including admission, discharge, transfer, clinical coding and ambulance services, providing varied work.

The post holder will cover reception, ward clerk and clinical coding flexibly to meet the needs of the service. There may also be cross-site working to cover the needs of the service if required.

About us

Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Job description

Job responsibilities

Key Result Areas:

Reception and Ward Clerk Duties

First contact with members of the public entering the department via reception;

Using VDU for the computerised booking of all patients requiring treatment in ED, ensuring all personal information is obtained and accurate;

To make appointments and referrals on behalf of ED when needed;

To input all relevant data to outcome all patient attendances;

Maintain the filing and scanning systems relating to the ED Casualty Cards and other clerical duties

Ensure admissions and discharges are entered onto Lorenzo in real-time.

Maintaining and updating information required on Digit where necessary.

Facilitate good communication between all members of the team and other staff within the Trust and outside the Trust, including police, ambulance staff, GPs and CCG;

Implement manual process for computer down time;

Follow the correct procedure for overseas patients, completing all relevant forms;

Maintain in-patient Lorenzo system for the ED Observation Unit;

Assist with filing in the Observations Unit if required.

Answering telephone queries in a polite and efficient manner;

Booking ambulance crews clear in a timely manner using CAD online system;

Chase up diagnostics and results with relevant departments;

Maintain filing and scanning systems relating to casualty cards and other clerical duties;

Bleep porters, domestics, medical staff as required;

Book ambulances and transport as required;

To actively participate in the collection of data for I Want Great Care obtaining patient/relative feedback on a shift basis to ensure that their views are included within the development of the service.

Supporting the Emergency Department staff as needed.

To liaise directly with other units/departments to give or obtain information, including the reporting of maintenance or supply problems.

To participate in the planning towards changes in work methods including team working and to work within new systems once agreed.

Administration and Coding

To ensure that clinical information is coded accurately and entered onto Lorenzo in line with Trust policy.

To input ED data accurately and to provide robust and safe data storage systems.

To review and analyse data and identify errors where appropriate to resolve queries.

Response to requests for data reports from both within the department and other managers and to communicate effectively with all disciplines of staff.

Communication

Communicate at all times in a polite professional and courteous manner, maintaining confidentiality at all times;

Facilitate good communication between all members of the team and other staff within and outside the Trust including police, ambulance staff, GPs and CCG;

To have direct contact with patients, relatives and other members of the public at reception, being sensitive to their needs;

Write and/or deliver messages to appropriate staff within the department;

To be able with situations that involves violent and aggressive patients/visitors;

To locate inpatients for visitors and direct patients and visitors to other areas of the hospital;

Receive and report sensitive information.

Departmental Systems

Monitor computer equipment, reporting any problems in a timely manner to the relevant departments.

Person Specification

Qualifications

Essential

GCSE or equivalent in Maths and English at Grade C or above RSA or NVQ Level 3 or equivalent

Experience

Essential

Experience of reception duties Significant experience working with the public Understanding of data confidentiality Understanding of clinical coding or willingness to learn

Desirable

Previous experience of working within a healthcare environment Experience of using the electronic patient administration system - Lorenzo

Skills

Essential

Excellent IT skills and experience in the use of Microsoft Office suite including Word, Outlook and Excel. Accurate and advanced keyboard skills Excellent interpersonal and communication skills both written and verbal Excellent customer service skills Ability to work under pressure and prioritise own workload

Desirable

Knowledge of the Trust's policies and procedures

Personal Qualities

Essential

Tactful and diplomatic Adaptable and flexible Organised, professional and punctual Ability to work and communicate with people at all levels Team player Ability to concentrate for prolonged periods Ability to deal with unpredictable workload and frequent interruptions High degree of discretion and initiative Good attention to detail Awareness of own limitations Able to work independently and as part of a team Positive approach to change Able to work with staff at all levels within the Trust Demonstrates a high level of personal motivation Able to work to tight deadlines in a busy environment

Other Job Requirements

Essential

Good personal presentation Flexibility in working hours, including unsocial Ability to occasionally travel to other sites within the Trust.

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