ED Receptionist

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

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.

Hours

The 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
• 3 0 Minutes Break

Main Duties

The Emergency Department has two reception areas (Main Reception and Majors). Receptionists will be trained to work in both areas.

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.

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