ED Receptionist

at  Whittington Health NHS Trust

Job Description
Emergency & Urgent Care
Job Title Emergency Department Receptionist
(1 year Fixed Term Contract to cover long term leave)
Band Band 3
Division Emergency & Urgent Care
Hours 37.5 — Flexible shift pattern including days, evenings, nights and weekends
Annual Leave 27 days per annum increasing to 29 days after 5 years NHS service and 33 days after 10 years of NHS service
Accountable to ED Senior Support Officer
Responsible to Emergency Department Service Manager
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.
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
The Emergency Department has two reception areas (Main Reception and Majors). Receptionists will be trained to work in both areas.
3.1 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.
To gain comprehensive understanding of Medway EPR computer system, providing support to new users and existing staff.
To deal with enquiries from patients and staff, both internal and external.
Book and cancel Patient Transport / Interpreters as appropriate and maintain the system of requirements.
3.2 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 colleagues
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.
Scanning of discharged and admitted CAS Cards, LAS PRF
Keeping the work stations neat and tidy at all times
Ensuring accurate data entry of patient data on all systems
Effectively deal with complex enquiries from patients and staff, both internal and external
Ensure adequate paperwork, i.e. CAS Cards, Trauma and ISIS ward Proforma and photocopying paper
Clinical Decision Unit (CDU) discharge
To gain comprehensive understanding of Medway EPR computer system, providing support to new users and existing staff
Ensuring that the porters collect the confidential waste as well as coding and notes to be taken back to health records
Promote the department to deliver the goals of Whittington Health
To work as an effective, responsible team member, supporting colleagues and highlighting issues and potential solutions. To contribute to team and departmental discussions in order to develop and modernise the service
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
To be available for major incidents if required.
This job description is not exhaustive but is intended as a guide to the principal duties and responsibilities of the post. It will be subject to periodic review and change in line with service needs.
Staff will be expected to be available to work bank holiday

Please refer the Job description for details