University Hospitals Sussex NHS Foundation Trust (279)

Emergency Department Receptionist / Patient Coordinator

This job is now closed

Job summary

The Emergency Department has a very busy reception that provides a 24 hour reception and administration service and postholders will be required to undertake a shift pattern of hours in order to fulfil this. Working in two main areas of the ED Department, postholders will undertake the responsibilities associated with a full reception service for the main department .You will be expected to deal with all patients arriving at the hospital via GP surgeries, 111 service, Ambulance or self-referral. The Patient Reception Co-ordination role is to ensure the effectiveness of patient flow in the department. Liaise closely with the nurse in charge to release clinical staff from non-clinical duties. These roles are inter-dependent of one another. Postholders will ensure that all patients, other visitors and staff are dealt with in a professional and helpful manner; handle all associated administrative tasks in an effective manner; manage the process of patient transit time within the ED Department, liaising with clinical staff, site management team, wards and support services; providing a pivotal role in supporting the commitment of ensuring all patients are either admitted, transferred or discharged from the ED Department within 4 hours of arrival (NHS targets) and where necessary, actively trouble shooting potential delays and problems. You will have to work in a logical and methodical way but be able to multi-task whilst dealing with frequent interruptions.

Main duties of the job

Read and update the Reception Communication Diary at the commencement of each shift and use it as a communication tool for self and colleagues.
Arrange patient transport for patients on discharge home or transferring to another hospital. Ascertain type of transport and patient's destination.
Act at the ED Staff Base as the first point of contact to anyone visiting or contacting the Staff Base, including providing information and advice to patients, visitors and staff being mindful of patient confidentiality.
To advise the Overseas Team of any overseas patients to enable the Trust to invoice the patient and recoup cost.
Provide a patient co-ordination and administrative service to all members of the multi-disciplinary team to maintain patient flow, in particular working directly with the Nurse In Charge to ensure a coordinated approach.
Ensure close communication with colleagues working in the Reception area: informing them of expected resuscitation, trauma or accepted patients by other specialties.
Use bleep system to contact medical and nursing staff of different specialties:
Highlight breach times of patients to the Nurse In Charge, patient's named nurse and doctor.
Assist patient relatives and friends where possible e.g. telephone calls; making sure they are kept informed of patient treatment.
Support the Administration Team by arranging or covering staff absence

About us

Join us atUHSussex, every day is different, you can be the change, better neverstops

AtUHSussexwe're proud to be at the heart of the NHS. As one of theUK's largest acute Trusts, we're a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.

Improving lives:We are a vibrant and inclusive organisation, with hardworking, talented and dedicated individuals, who work together towards a common goal, to always put ourPatient First.Our mission is summed up by our 'where better never stops' motto and no matter the role atUHSussex, you will play a part in driving us forwards and in improving the lives of patients across Sussex.We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourwellbeing programmefor staff which is extensive and designed to support you when you need itbecausewe know that to look after others we must first look after ourselves.

Build a career with us: As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do

Date posted

17 November 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

279-5814874-NOV23

Job locations

Worthing Hospital

Lyndhurst Road

Worthing

BN11 2DH

Job description

Job responsibilities

Monitor patient waiting times and ensure PAS computer system is kept up-to-date by marking key stages of patients progress through the ED Department and Urgent Treatment Centre from arrival to admission or discharge. Provide continuity of information regarding patient movement.

Sort incoming mail (including the opening and redirecting of general mail). 3. Planning and Organisational skills
Be responsible for ensuring all patient records are scanned onto the local system in a timely fashion and retrieve patients records from the system as required by clinical staff.
Maintain the Emergency Department electronic records on our PAS System.
Data entry of electronic records into our Urgent Treatment Centre PAS System.
Actively manage the patients journey in terms of ensuring that the steps required are undertaken; chase any delays and use initiative to resolve them.
Photocopy and scan documents as required for patients onward journey. 4. Patient/ Client Care
Alert the Triage Nurse if any sudden emergency patients present to the department, or occur in the waiting room or public lavatories.
Receive verbal complaints from patients / relatives / staff in a professional manner and refer to a relevant source e.g. senior member of staff, PALS, Security and Police.
Inform the appropriate staff of potential security risks and reporting actual security incidents.
Ensure that the reception area and patient waiting area is kept tidy at all times and adequate numbers of wheelchairs maintained. If necessary, report any spillage etc to the appropriate nursing or domestic staff as soon as possible.
Facilitate the discharge planning of patients e.g. arranging transport, ensuring discharge summaries complete.

Job description

Job responsibilities

Sort incoming mail (including the opening and redirecting of general mail). 3. Planning and Organisational skills
Be responsible for ensuring all patient records are scanned onto the local system in a timely fashion and retrieve patients records from the system as required by clinical staff.
Maintain the Emergency Department electronic records on our PAS System.
Data entry of electronic records into our Urgent Treatment Centre PAS System.
Actively manage the patients journey in terms of ensuring that the steps required are undertaken; chase any delays and use initiative to resolve them.
Photocopy and scan documents as required for patients onward journey. 4. Patient/ Client Care
Alert the Triage Nurse if any sudden emergency patients present to the department, or occur in the waiting room or public lavatories.
Receive verbal complaints from patients / relatives / staff in a professional manner and refer to a relevant source e.g. senior member of staff, PALS, Security and Police.
Inform the appropriate staff of potential security risks and reporting actual security incidents.
Ensure that the reception area and patient waiting area is kept tidy at all times and adequate numbers of wheelchairs maintained. If necessary, report any spillage etc to the appropriate nursing or domestic staff as soon as possible.
Facilitate the discharge planning of patients e.g. arranging transport, ensuring discharge summaries complete.

Person Specification

NA

Essential

Achieved Grade / Years experience
Educated to GCSE standard or equivalent.
Excellent face to face communication skills
Ability to resolve problems with all office equipment, computers, photocopiers etc.

Desirable

Achieved Grade / Years experience
Previous experience of working within NHS environment.
Experience of using Microsoft Office applications such as Word and Outlook.
t least 2 years' experience as a frontofhouse receptionist in a busy working environment, ideally ED or other departments within the NHS,
Advanced keyboard skills

Person Specification

NA

Essential

Achieved Grade / Years experience
Educated to GCSE standard or equivalent.
Excellent face to face communication skills
Ability to resolve problems with all office equipment, computers, photocopiers etc.

Desirable

Achieved Grade / Years experience
Previous experience of working within NHS environment.
Experience of using Microsoft Office applications such as Word and Outlook.
t least 2 years' experience as a frontofhouse receptionist in a busy working environment, ideally ED or other departments within the NHS,
Advanced keyboard skills

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

University Hospitals Sussex NHS Foundation Trust (279)

Address

Worthing Hospital

Lyndhurst Road

Worthing

BN11 2DH

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

Worthing Hospital

Lyndhurst Road

Worthing

BN11 2DH

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)