About this role
Job summary
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 of the job
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.
HoursThe 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
30 Minutes Break
Main Duties
The Emergency Department has two reception areas (Main Reception and Majors). Receptionists will be trained to work in both areas.
About us
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 description Job responsibilities
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.
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 accurately on the system within 15 minutes of all ambulance patients arriving in the department.
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.
Update the majors whiteboard with details of clinical staffing.
Monitor decision to admit (DTA) data on the EPR system and request notes for patients being admitted to the wards.
Order notes for patient admission.
Book transportation as instructed by clinical colleague.
Work the Nurse-In-Charge to monitor the LAS screen and ensure that LAS handovers are entered onto the system appropriately
Record doctors arrival and departure times.
Issue locum doctors with passwords.
Logging all IT issues for the clinical staff.
Training and Development
To attend training relevant to the post and the Trust's mandatory training.
To keep abreast of all new developments within job-role - participating in training and development as identified at appraisal; to improve existing skills and develop new skills, in accordance with the needs of the Service.
To guide, and support new starters.
Special Conditions
Emergency Department Receptionists will work on a rota which supports the department 24 hours per day, 365 days per year. It is an expectation for all staff to work a range of shift patterns to support the needs of the service.
Shifts will include days, evenings, nights and weekends.
Emergency Department Receptionists are expected to undertake any additional clerical duties as advised by the Administration or Service Manager
Staff will be expected to be available to work bank holidays
Person Specification
Skills Essential
Excellent computer literacy Excellent interpersonal written and verbal communication skills Ability to multitask with attention to details
Experience/Qualifications Essential
Minimum 2 years NHS experience or equivalent receptionist experience role GCSE (5 grades A-C) or equivalent experience
Desirable
Knowledge of medical terminology
Knowledge Essential
Excellent working knowledge of data protection
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 Whittington Hospital NHS Trust
Address Emergency Department
Magdala Avenue
London
N19 5NF
United Kingdom
Employer's website https://www.whittington.nhs.uk/ (Opens in a new tab)