About this role
Job summary
Are you a highly organised, customer-focused individual who thrives in a fast-paced environment? We are looking for a professional and compassionate Receptionist to join our busy Emergency Department (ED) Paediatric team at St Peter's Hospital.
As the first point of contact for patients, relatives and visitors, you will play a vital role in ensuring people receive a friendly, efficient and supportive experience during what can often be a stressful and challenging time.
This is an exciting opportunity to work within one of the Trust's busiest services, making a real difference to patient care while developing your administrative and NHS experience.
Main duties of the job
Welcome and register patients attending the Emergency Department.Provide a professional reception service to patients, relatives and healthcare professionals.Manage telephone enquiries and direct queries appropriately.Maintain accurate real-time patient records using Cerner and other Trust systems.Book follow-up appointments and arrange patient transport where required.Monitor patient pathways and support the department in meeting key performance targets.Liaise with nursing, medical and multidisciplinary teams to support safe and effective patient care.Support clinicians and managers with a range of administrative duties.Respond professionally to challenging situations while maintaining excellent customer care.
About us
At Ashford & St Peter's Hospitals NHS Foundation Trust, our staff are at the heart of everything we do. We are committed to supporting your development and wellbeing while providing outstanding care for our patients.
Working with us offers:
Opportunities for learning and career development. A supportive and inclusive team environment. The chance to make a real impact on patient experience. NHS pension scheme and staff benefits. The satisfaction of contributing to a vital frontline service.
Job description Job responsibilities
As a Receptionist within the Emergency Department, you will play a key role in supporting the delivery of a safe, efficient and high-quality service. Working as part of a busy multidisciplinary team, you will provide a professional reception and administrative service and act as the first point of contact for patients, relatives, visitors and healthcare professionals.
Key Responsibilities Patient Reception and Registration
Welcome patients, relatives and visitors in a professional, courteous and compassionate manner. Register patients accurately on Cerner and other Trust systems, ensuring all demographic details are complete and up to date. Manage ambulance patient registrations and liaise with ambulance crews regarding patient information. Alert clinical staff to any concerns regarding a patient's presenting condition or infection risks to ensure prompt assessment and treatment. Support registration processes for priority and emergency patients, including those attending the Resuscitation area. Communication and Customer Service
Respond to telephone and face-to-face enquiries from patients, relatives, GPs and healthcare professionals. Provide accurate information and direct enquiries appropriately. Deal sensitively and professionally with distressed relatives, bereavement situations and challenging circumstances. Escalate complaints or concerns to the appropriate senior member of staff. Administrative Support
Provide comprehensive administrative support to the Emergency Department team. Book follow-up outpatient appointments and Same Day Emergency Care (SDEC) appointments. Arrange patient transport using approved booking systems. Process referrals received from GPs and NHS 111 services. Manage correspondence, patient documentation and GP notifications. Support service managers and team leaders with general administrative duties. Patient Tracking and Department Coordination
Monitor patient pathways and support the department in achieving key waiting-time targets. Track patient locations and movements throughout the department. Maintain awareness of departmental capacity and bed availability. Monitor ambulance handover times and escalate delays where appropriate. Data Management and Information Systems
Maintain accurate, real-time patient records on Cerner. Process admissions, transfers and discharges promptly and accurately. Investigate and resolve data quality issues and discrepancies. Retrieve, upload and archive patient records through Evolve and other Trust systems. Ensure compliance with information governance, confidentiality and data protection requirements. Team Working
Work collaboratively with clinical and administrative colleagues across the Trust. Provide cover for colleagues during annual leave and sickness absence. Support the induction and training of new staff where required. Maintain effective communication with hospital departments and external healthcare organisations. Operational Responsibilities
Monitor stock levels and report shortages. Report estate, facilities and IT issues promptly. Issue temporary access cards to departmental staff when required. Support the maintenance of a clean, safe and organised reception environment.
Person Specification
Knowledge Essential
Awareness and basic understanding of A/E targets. Experience of managing complex situations in a busy and fast-paced environment.
Desirable
NHS Service experience
Experience Essential
Cerner Experience or Equivalent
Desirable
NVQ L3 or Business Administration or able to demonstrate equivalent.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Ashford & St. Peter's Hospitals NHS Foundation Trust
Address St. Peter's Hospital
Guildford Road
Chertsey
KT16 0PZ
United Kingdom
Employer's website https://www.ashfordstpeters.nhs.uk/ (Opens in a new tab)