Job summary
A&E Receptionist - Band 2 - 37.5 hours permanent .
We are currently looking for an enthusiastic individual to join our A&E reception team. Applicants should be excellent communicators with good telephone skills and have the ability to deal with the general public on a daily basis and have a positive approach to customer care. The role will involve providing reception support to the clinical team within the A&E Department. In addition it is a necessity that applicants have a good standard of IT skills and be able to work on their own initiative and as part of a team. Flexibility is required as part of the role as the service works 24 hours a day, 7 days a week therefore you will be required to work shift patterns that incorporate days, evenings and nights.
Main duties of the job
As an A&E Receptionist, you will be expected to provide a welcoming and professional first impression for our patients/Healthcare Professionals on arrival at the A&E reception desk, whether this be front facing or via telephone, to ensure they receive an excellent customer service experience. You will be the first point of contact for anyone accessing the department therefore you must be able to deal professionally with a range of enquiries, in person, by phone or by email in an efficient, polite and courteous manner.The post holder will be expected to provide full clerical support to the A&E Department teams based within the Hospital.Working within the hospital, you will be expected to work as part of a team but also without direct supervision to ensure the smooth running of the receptions service. The post holder will be expected to provide administrative cover across all reception desks within A&E and Same Day Emergency Care. Flexibility is required as part of the role as the service works 24 hours a day, 7 days a week therefore as part of this role, you will be required to work shift patterns that incorporate days, evenings and nights.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
- Receive patients, their relatives/carers and all visitors to the A&E department in a welcoming manner
- Register all patients onto the Lorenzo/EMIS system. Updating all personal details as necessary and access for patient hospital numbers & case notes. Where possible, obtain the information by liaising with the patient directly, clearly recording instances when information cannot be obtained.
- Liaise with personnel from North West Ambulance Service (NWAS) or appropriate external agencies to obtain patient information as and when required, ensuring confidentiality is maintained at all times.
- Co-ordinate the arrangement of follow-up appointments for A&E Clinics and face to face and virtual Fracture clinics.
- Ensure that referrals are promptly processed/forwarded to the booking office for outpatient follow up appointments as instructed by clinical staff.
- Inform a senior member of staff about any serious injury or condition of any patient attending A&E e.g. cancer patient, potential cardiac patients or amputations
- Deal with telephone enquiries promptly and efficiently
- Retrieve all the missing A&E cards not scanned and search for them
- Ensure all A&E cards are obtained prior to attending follow up clinics and ensure any missing data is found
- Ensure the A&E printers/scanners are in working order and liaise with IT/Cannon should any problems arise
- Send GP Letters electronically.
- Make any corrections to the patient episode on the Lorenzo system
- Ensure that A&E cards are obtained prior to follow-up clinics, and ensure missing A&E cards and x-rays are located.
- Arrange follow up appointments and prepare notes for these appointments as needed.
- Undertake scanning/filing of the A&E notes and others documentation onto the system
- Complete & finalise the A&E Clinics finding any notes.
- Photocopy relevant A&E card and send to clinics as required
- Fax documentation to GP Surgeries, wards and departments and other members of the multi-disciplinary team as required by the medical/nursing team, ensuring adherence to the Caldicott Guidelines.
- Be flexible where possible 24/7 if a Major Incident is declared or to cover sickness and Annual leave.
- Receive and escort relatives of the seriously ill or injured to the relatives room and provide refreshment as required
- Escort relatives/friends of deceased patients to the relatives room with compassion. Provide refreshments if needed and inform nursing staff where relatives
- Act as Trust resource to admit/discharge/transfer Emergency (non A&E patients) to the wards in liaison with Senior Nursing Staff/Bed Management Team.
- Using Lorenzo to admit A&E patients to the wards, in addition to admitting and discharging patients from Urgent Care as and when required.
- Scan patient notes ready for admission to ward.
- Record and notify bereavement office of any deaths in the department and fax the relevant documentation to them
- Book 999 and urgent transfers to other hospitals and prepare relevant documentation
- Arrange Ambulance transport for patients being discharged
- Outcome the patient episode on the Lorenzo system.
- Ensure data entry is of a high accuracy standard, ensuring the IM&T Department can produce quality data, in line with the requirements of the Emergency Care Targets.
- Make sure all data needed to achieve payment under PbR is recorded.
- Support the Emergency Care Targets by ensuring data is collected and entered in real time.
- Validate information entered by others to ensure compliance with Government/Trust standards.
- Request missing data from patients or relevant nursing/medical staff to ensure all data fields can be completed.
Job description
Job responsibilities
- Receive patients, their relatives/carers and all visitors to the A&E department in a welcoming manner
- Register all patients onto the Lorenzo/EMIS system. Updating all personal details as necessary and access for patient hospital numbers & case notes. Where possible, obtain the information by liaising with the patient directly, clearly recording instances when information cannot be obtained.
- Liaise with personnel from North West Ambulance Service (NWAS) or appropriate external agencies to obtain patient information as and when required, ensuring confidentiality is maintained at all times.
- Co-ordinate the arrangement of follow-up appointments for A&E Clinics and face to face and virtual Fracture clinics.
- Ensure that referrals are promptly processed/forwarded to the booking office for outpatient follow up appointments as instructed by clinical staff.
- Inform a senior member of staff about any serious injury or condition of any patient attending A&E e.g. cancer patient, potential cardiac patients or amputations
- Deal with telephone enquiries promptly and efficiently
- Retrieve all the missing A&E cards not scanned and search for them
- Ensure all A&E cards are obtained prior to attending follow up clinics and ensure any missing data is found
- Ensure the A&E printers/scanners are in working order and liaise with IT/Cannon should any problems arise
- Send GP Letters electronically.
- Make any corrections to the patient episode on the Lorenzo system
- Ensure that A&E cards are obtained prior to follow-up clinics, and ensure missing A&E cards and x-rays are located.
- Arrange follow up appointments and prepare notes for these appointments as needed.
- Undertake scanning/filing of the A&E notes and others documentation onto the system
- Complete & finalise the A&E Clinics finding any notes.
- Photocopy relevant A&E card and send to clinics as required
- Fax documentation to GP Surgeries, wards and departments and other members of the multi-disciplinary team as required by the medical/nursing team, ensuring adherence to the Caldicott Guidelines.
- Be flexible where possible 24/7 if a Major Incident is declared or to cover sickness and Annual leave.
- Receive and escort relatives of the seriously ill or injured to the relatives room and provide refreshment as required
- Escort relatives/friends of deceased patients to the relatives room with compassion. Provide refreshments if needed and inform nursing staff where relatives
- Act as Trust resource to admit/discharge/transfer Emergency (non A&E patients) to the wards in liaison with Senior Nursing Staff/Bed Management Team.
- Using Lorenzo to admit A&E patients to the wards, in addition to admitting and discharging patients from Urgent Care as and when required.
- Scan patient notes ready for admission to ward.
- Record and notify bereavement office of any deaths in the department and fax the relevant documentation to them
- Book 999 and urgent transfers to other hospitals and prepare relevant documentation
- Arrange Ambulance transport for patients being discharged
- Outcome the patient episode on the Lorenzo system.
- Ensure data entry is of a high accuracy standard, ensuring the IM&T Department can produce quality data, in line with the requirements of the Emergency Care Targets.
- Make sure all data needed to achieve payment under PbR is recorded.
- Support the Emergency Care Targets by ensuring data is collected and entered in real time.
- Validate information entered by others to ensure compliance with Government/Trust standards.
- Request missing data from patients or relevant nursing/medical staff to ensure all data fields can be completed.
Person Specification
Qualifications
Essential
- GCSE English (Grade A-C)
- Computer Skills
Experience
Essential
- Word processing/database
- Working directly with the public/reception duties
- Filing and use of Excel
Desirable
- Working in a Health Care Setting
- A&E Experience
skills and knowledge
Essential
- Excellent written & verbal communication skills
- Organisational Skills
- Able to work as part of team
- Able to work on own initiative
- Good interpersonal skills
- Accuracy
- Attention to detail
- Able to prioritise work
Desirable
other factors
Essential
- Flexibility
- Reliability
- Courteous and professional attitude
- Fitness to undertake the duties of the post
- Willingness to train and be trained
- Committed to personal/professional development
Person Specification
Qualifications
Essential
- GCSE English (Grade A-C)
- Computer Skills
Experience
Essential
- Word processing/database
- Working directly with the public/reception duties
- Filing and use of Excel
Desirable
- Working in a Health Care Setting
- A&E Experience
skills and knowledge
Essential
- Excellent written & verbal communication skills
- Organisational Skills
- Able to work as part of team
- Able to work on own initiative
- Good interpersonal skills
- Accuracy
- Attention to detail
- Able to prioritise work
Desirable
other factors
Essential
- Flexibility
- Reliability
- Courteous and professional attitude
- Fitness to undertake the duties of the post
- Willingness to train and be trained
- Committed to personal/professional development
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
