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Emergency Department Receptionist
3 months ago
Job summary
An exciting opportunity has arisen for an Emergency Department Receptionist / Admin Assistant to join the Emergency Care Directorate's Administration Team at Ysbyty Gwynedd.
This is a permanent Band 3, 30 hour position.
The successful candidate will be the first point of contact for patients, relatives and visitors to the Emergency Department and must demonstrate a professional and sensitive manner and maintain confidentiality at all times.
You will possess a good standard of education, previous experience of working in an administrative / customer service setting and have excellent communication skills. You will need to be able to work as part of a team and be efficient and organised with your own workload.
You will work with a friendly team who provides a variety of reception and administrative duties to assist the smooth running of the Emergency Department. The Emergency Department Reception provides 24/7 cover, 365 days per year which consists of Early, Late, Night Shifts and Bank Holiday working.
The ability to speak Welsh to a minimum of Level 3 is essential for this post.
Main duties of the job
To provide an efficient reception and administration service to the Emergency Department whilst working as part of a multi-disciplinary team to ensure that an effective service is provided and patient satisfaction is maximised. Also to promptly and efficiently exercise own judgement to resolve patient queries within own professional constraints.
By the nature of the duties, the post holder will be required to maintain strict confidentiality and will be expected to deal with staff, patients, carers and relatives with courtesy and discretion at all times.
About us
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.
Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
Job description
Job responsibilities
Greet and receive patients and visitors into the department, where necessary directing patients around the site. Deal with difficult situations as they arise as a result of angry or distressed patients or relatives. Register all patients attending the Emergency Department on Symphony and ensure the necessary documentation is available before triage. This may include gathering information when the patient is in relevant area resuscitation. When registering patients on the computer system, confirm with patients that their personal and demographic data is accurate and up to date. Ensure all required fields are fully completed. Understand the importance of accurate data entry to facilitate comprehensive data quality outcomes. Signposting patients to the correct clinical area for their various treatments/tests and providing information to patients/carers/visitors/staff as required. Use judgement to alert nursing staff of patients that appear to be deteriorating rapidly or appear to be in need of urgent medical attention chest pain, shortness of breath etc. Use professional judgement skills to determine correct prioritisation of workload, taking into account multi factorial issues acuity of department, emotional state of patients, visitors and fellow colleagues, internal stress levels, backlog of work, staffing levels etc. Communicate effectively with a range of visitors to the department including patients who are extremely anxious and upset and also those with special needs. Adopt skills such as empathy, sympathy, tact, calmness, understanding and compassion to ensure an appropriate manner is adopted during such difficult situations. Be able to deal with people who are aggressive in nature. Develop a detailed, expert knowledge and understanding of medical terminology within the department.You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications
Essential
Able to demonstrate English and Mathematics to GCSE C Grade or equivalent level NVQ Level 3 Customer Care or equivalent qualification or experience
Experience
Essential
Previous Clerical / Office / Reception experience Customer Service Experience
Desirable
Previous NHS Experience
Skills
Essential
Welsh speaker to minimum Level 3 Excellent communication skills Accurate VDU and keyboard skills Able to work in a busy environment and deal with a number of different tasks
Desirable
Previous use of NHS systems Symphony, WPAS