Job summary
Job summary:
To provide an efficient and effective front of house administration and clerical support service for the emergency department always projecting a positive and professional image.
Main duties of the job
The Post:
A&E Receptionist is based in the front reception setting in the heart of a busy ED department. The role involves providing front of house for the department. Proven medical administrative background a good telephone manner and excellent customer care skills and advanced computer skills are essential. You need to be highly motivated with excellent interpersonal skills. The role can be demanding but it is also extremely interesting and varied with no two days being the same. You will need to be confident working with the public in a busy, fast-paced department and be able to meet the challenging and changing needs of the service. You will need to possess excellent communication and organisational skills have strong customer service skills , attention to detail and be able to work under your own initiative whilst being part of a supportive team. You must have good attention to detail and ability to proof read. Experience in medical terminology and having worked in a medical setting is essential. This is a shift post which and you will be on a rolling roster made up of early, late and night shifts. This post requires you to sit for long hours and some lone working. The current reception staff are made up of a varied aged, diverse, and multi-cultural team. Currently we have 19 members of the team who play an essential part of the patient's journey in the Emergency Department.
About us
North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.
We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.
Take a tour of our hospital here
Job description
Job responsibilities
Duties and responsibilities:
- Participate in all administrative and clerical duties within the Emergency
- Department and maintain professional code of conduct.
- Use the hospital Careflow patient system to ensure that all data is correctly recorded.
- Setup and modify clinics, register new patients, double registration resolution, note merging, registered referrals. Prepare NMUH notes with labels, booking form, and front sheet as appropriate.
- Use the NHS Summary Care Records (SCR) to ensure correct NHS number is assigned to patients on Careflow and update hospital system with GP details were not provided at registration.
- Ensure that all emergency aftercare appointments for fracture clinic are actioned and when required support the maternity department, SDec and fracture clinic out of hours photocopying patients notes in preparation for clinic.or booking in patients onto Careflow patient system.
- Be pro-active during major incident in line with the Trusts Major Incident policy.
- Ability to work between the London Ambulance Service (LAS)/Main ED and Paeds reception desks as rostered, recording all details accurately in a timely manner.
- To provide IT support to clinical staff.
- Ability batch print GP letters and prepare for posting.
- Identify and book 111 and GP referral appointments.
- Work with the department security personnel to ensure a safe environment for patients, staff and visitors alike.
- Report any aggressive or abusive public behavior to security and ED nurse in charge and complete an incident form (datix).
- Collect urgent requests for medical notes from main file out of hours.
- Identify correct patient pathway, select appropriate patient information leaflets if required when booking follow on appointments.
- Assist patients with transport queries and direct them to appropriate transport facilities.
- Deal with telephone and other enquiries promptly and effectively.
- Provide an empathic service to public/ patients.
- Take responsibility and ownership for effective resolutions or escalations were appropriate.
- Ability to pay attention to detail by listening carefully and capturing communications accurately
- Ability to recognise ones limits and when to rely on colleagues and supervisors for support.
- Develop the post in response to the service needs.
- Cover colleagues for annual leave and sickness.
- Be responsible with other members of the multi-professional team, for reporting faults of equipment, ensuring safety of others within the department and ensuring the non-clinical areas within the Emergency Department are kept clean and tidy.
- Where the post holder identifies any discrepancies within the service this should be reported in the first instance to his/ her line manager.
- Participate and be pro-active within team meetings within the Emergency Department.
- Ensure all complaints or patient issues are recorded in the and escalated to the line manager in a timely fashion including those resolved by the post holder.
- Maintain and improve clerical competencies.
- After training, undertake other duties as required by the needs of the department.
- Previous experience of working in a busy multi-functional customer facing, setting.
- Ensure all documentation, including patients records, are filed in a timely way in accordance with Trust protocols. To track all case note movements in line with Trust protocols, maintaining confidentiality at all times.
- Work flexibly and effectively as part of a team to facilitate the provision of day-to-day services in line with trust and departmental standards and protocols.
- Time management skills and the ability to prioritise their workload effectively.
- Able to work with a team, take direction from others and collaborate effectively.
- Ability to maintain a calm and professional demeanor even in high-pressure situations.
- Assist the ED Admin Manager in providing a smooth and efficient flow of information between the Emergency Department and other departments both internal and external.
Job description
Job responsibilities
Duties and responsibilities:
- Participate in all administrative and clerical duties within the Emergency
- Department and maintain professional code of conduct.
- Use the hospital Careflow patient system to ensure that all data is correctly recorded.
- Setup and modify clinics, register new patients, double registration resolution, note merging, registered referrals. Prepare NMUH notes with labels, booking form, and front sheet as appropriate.
- Use the NHS Summary Care Records (SCR) to ensure correct NHS number is assigned to patients on Careflow and update hospital system with GP details were not provided at registration.
- Ensure that all emergency aftercare appointments for fracture clinic are actioned and when required support the maternity department, SDec and fracture clinic out of hours photocopying patients notes in preparation for clinic.or booking in patients onto Careflow patient system.
- Be pro-active during major incident in line with the Trusts Major Incident policy.
- Ability to work between the London Ambulance Service (LAS)/Main ED and Paeds reception desks as rostered, recording all details accurately in a timely manner.
- To provide IT support to clinical staff.
- Ability batch print GP letters and prepare for posting.
- Identify and book 111 and GP referral appointments.
- Work with the department security personnel to ensure a safe environment for patients, staff and visitors alike.
- Report any aggressive or abusive public behavior to security and ED nurse in charge and complete an incident form (datix).
- Collect urgent requests for medical notes from main file out of hours.
- Identify correct patient pathway, select appropriate patient information leaflets if required when booking follow on appointments.
- Assist patients with transport queries and direct them to appropriate transport facilities.
- Deal with telephone and other enquiries promptly and effectively.
- Provide an empathic service to public/ patients.
- Take responsibility and ownership for effective resolutions or escalations were appropriate.
- Ability to pay attention to detail by listening carefully and capturing communications accurately
- Ability to recognise ones limits and when to rely on colleagues and supervisors for support.
- Develop the post in response to the service needs.
- Cover colleagues for annual leave and sickness.
- Be responsible with other members of the multi-professional team, for reporting faults of equipment, ensuring safety of others within the department and ensuring the non-clinical areas within the Emergency Department are kept clean and tidy.
- Where the post holder identifies any discrepancies within the service this should be reported in the first instance to his/ her line manager.
- Participate and be pro-active within team meetings within the Emergency Department.
- Ensure all complaints or patient issues are recorded in the and escalated to the line manager in a timely fashion including those resolved by the post holder.
- Maintain and improve clerical competencies.
- After training, undertake other duties as required by the needs of the department.
- Previous experience of working in a busy multi-functional customer facing, setting.
- Ensure all documentation, including patients records, are filed in a timely way in accordance with Trust protocols. To track all case note movements in line with Trust protocols, maintaining confidentiality at all times.
- Work flexibly and effectively as part of a team to facilitate the provision of day-to-day services in line with trust and departmental standards and protocols.
- Time management skills and the ability to prioritise their workload effectively.
- Able to work with a team, take direction from others and collaborate effectively.
- Ability to maintain a calm and professional demeanor even in high-pressure situations.
- Assist the ED Admin Manager in providing a smooth and efficient flow of information between the Emergency Department and other departments both internal and external.
Person Specification
Reception/Admin Experience
Essential
- Qualifications in Maths, English and IT
- IT literate with good typing skills and confident using a range of programmes
- Deliver postive customer service experience
- Ability to communicate with service users with ease
Desirable
- Working in Medical or hospital environment
Person Specification
Reception/Admin Experience
Essential
- Qualifications in Maths, English and IT
- IT literate with good typing skills and confident using a range of programmes
- Deliver postive customer service experience
- Ability to communicate with service users with ease
Desirable
- Working in Medical or hospital environment
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
