About this role
Job summary
This is an exciting front of house role within our Critical Care Unit, where you will play a vital role in ensuring patients and their families receive a welcoming, professional and supportive experience. Working closely with clinical teams, you will contribute to the smooth and efficient running of the unit in a fast paced environment.
The role requires excellent attention to detail, strong organisational skills and confident communication. You will act as a central point of contact for patients, families and colleagues, delivering high quality customer care with sensitivity and professionalism at all times.
This post is a 7 day service, with shifts covering 0730 to 2200, requiring flexibility to meet the needs of the unit.
This is a unique opportunity to join the team at an exciting time, as we prepare to move into a brand new, purpose built Critical Care Unit, offering a modern working environment designed to support exceptional patient care.
Main duties of the job
To support and assist clinical staff in the day to day management of the Critical Care Unit and carry out general administrative duties.
Contribute to the care environment with the ability to handle sensitive information with confidentiality and professionalism.
Manage telephone and face to face enquiries appropriately, escalating concerns to the relevant clinical staff when required.
Act as a first point of contact for patients, relatives and visitors, providing a professional, welcoming and supportive service at all times.
About us
At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:
Flexible working options to help you balance work and lifeNHS pension scheme for long-term financial securityGenerous annual leave allowance to recharge and relaxA strong focus on career development to help you grow and achieve your potentialAdditionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.
We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.
Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.
The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.
Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.
Job description Job responsibilities
Work as part of a multidisciplinary team, including medical, nursing and administrative staff, to support the delivery of care within the Critical Care Unit.
Communicate daily with patients, relatives, other members of the team, Bereavement Services, GP surgeries, allied health professionals, porters and other departments in a friendly, professional and efficient manner.
Answer telephone calls and take messages from relatives, clinical staff and other departments, ensuring information is passed promptly to the relevant staff members. Telephone calls are continuous within this department and account for approximately 40% of the workload.
Answer the unit door and liaise with nursing staff at the bedside prior to accompanying relatives to the patient's bedside.
Maintain and check the ICCA system, ensuring it is current and accurate.
Check diaries regularly and follow up on any actions or messages as required.
Sort and distribute incoming post appropriately.
Sort, file and maintain investigations and clinical documentation.
Request, prepare and file case notes and relevant patient information required for the unit, including the preparation of notes in bereavement cases.
Prepare admission packs for patients being admitted to the unit.
Check emails regularly and send group emails when required.
Send text alerts or messages to staff when necessary.
Check that patient identification sticker labels are available at the bedside.
Maintain and update staff information files.
Check patient personal information daily and update manual records and computerised systems as necessary.
Coordinate the unit's Patient Satisfaction Survey.
Ensure patient confidentiality is maintained at all times in line with Trust policies and data protection requirements.
Person Specification
Qualifications Essential
Good General Education to include 4 GCSE or equivalent passes at Grade C or above NVQ 2 Administration or similar GCSE Grade C or equivalent in English
Desirable
Knowledge of hospital computer systems is desirable; however, full training will be provided.
Experience Essential
Experience of dealing with customers and members of the general public, demonstrating a professional, courteous and empathetic approach, with the ability to handle enquiries confidently and sensitively. Previous office or administrative experience, with an understanding of office procedures, workload prioritisation and working effectively within a busy environment. Competent use of computers, including experience with Microsoft Office packages (such as Word, Outlook and Excel), with the ability to input, retrieve and manage information accurately and efficiently.
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 Somerset NHS Foundation Trust
Address Musgrove Park Hospital
Musgrove Road
Taunton
Somerset
TA1 5DA
United Kingdom
Employer's website https://www.somersetft.nhs.uk/ (Opens in a new tab)