Reception and administration Duties: To act as a first point of contact to all patients, relatives and for healthcare colleagues visiting the department, ensuring that they are dealt with in a professional, appropriate, courteous, calm and sympathetic manner so they feel welcome and that they are given information they require. To deal appropriately, calmly and courteously with telephone enquiries from patients, relatives, GPs and any other health care professionals. To ensure that any patient or relative complaints received are dealt with professionally and passed to the appropriate senior person on duty. To ensure that nursing and medical staff are alerted to any patient infection risks.
To assist in the tracking of patients as requested to ensure waiting time targets are not breached. Exercise independent judgment and initiative when problems arise taking the necessary action to resolve the problems or referring to the appropriate person. E.g. manage violent and aggressive behaviours from patients or relatives by implementing training skills acquired on conflict resolution training.
Be responsible for making outpatient appointments and assisting in the completion of safeguarding referral forms To work flexibly and as part of a team, covering colleagues for annual leave and sickness as required. Assist in training new and temporary staff, providing support and advice where appropriate, including assisting new clinicians with the use of IT equipment. Provide administrative support for the clinical staff Work in partnership with all colleagues to help support patient flow and track stages of thepatients journey in accordance with appropriate standards. To advise patients of waiting times in the department and update patients and carers as required To maintain a thorough understanding of National Access Targets and Care Quality Indicators and the importance that they have in maintaining patient safety, understanding when and how to escalate concerns appropriately and timely.
To handle extremely emotive, challenging and sometimes unpredictable situations, using influential negotiating and motivational skills to achieve desired outcomes General responsibilities: To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work. Have the ability to cope with frequent interruptions during the working day. This post holder will be based at St Peters, but the work may involve working across both sites if required. This job description is a guide for activity and is subject to amendment.
To work as part of the team to ensure that patients receive an effective and friendly service. To liaise with other professional staff outside the Emergency Department and Trust. To work closely with the Teams Manager/Matron/Senior Nurse assisting in any other duties that ensures the smooth operational running of the service. To be aware and comply with the hospital policies and procedures of the Trust

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