Job summary
East Lancashire Hospitals NHS Trust has a busy thriving Emergency Department, 2 Urgent Treatment Centre's and a Minor injuries unit.
The Emergency Department/Urgent Treatment Centre's have a busy 24 hour reception area, dealing with all patients arriving at the hospital via GP surgeries, Ambulance or self-referral.
We offer a supportive environment within an enthusiastic and motivated team of Admin and Medical staff.
This post will require you to work at Royal Blackburn Hospital, Burnley Urgent Treatment Centre & Accrington Minor Injuries Unit.
Main duties of the job
We are currently seeking a highly motivated individual to supervise the Reception team in the Emergency Department/Urgent Treatment Centre, which is operational 24 hours a day, seven days per week. This role will require working over 7days.
The post holder will be expected to supervise & provide effective leadership to the administration staff within the ED/UTC/MIU Reception and provide advice & support to all staff on day to day priorities, risks & issues.
The post holder will work along side the reception teams providing a customer orientated reception service to the public and administration service to clinical team in a busy fast paced service.
You will be required to work at any of the three sites (Royal Blackburn Hospital/Accrington Victoria Hospital Minor Injuries Unit/Burnley UTC ) depending on the needs of the service.
A confident communicator, at all levels with the ability to display outstanding customer care skills. Excellent keyboard skills are essential with experience of working quickly and accurately under pressure.
About us
Established in 2003 East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute secondary healthcare for the people of East Lancashire and Blackburn with Darwen.
Our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 700,000 patients a year from the most serious of emergencies to planned operations and procedures. We employ over8,000 staff, many of whom are internationally renowned and have won awards for their work and achievements.
Job description
Job responsibilities
MAIN DUTIES
- To supervise & provide effective leadership to the administration staff within the ED/UTC/MIU Reception, provide advice & support to all staff on day to day priorities, risks & issues.
- Implement new administration systems & services to effectively & efficiently meet service requirements and establish office procedures that reflect good practice. Responsible for updating & developing staff around any changes in view of new working practices & any changes in IT packages.
- Responsible for sponsoring/updating/unlocking and renewing of Reception staff smartcards for (Smartcard Management Service-Registration Authority Smartcard Sponsor).
- Overall responsibility for the Prescription Monies and float held in MIU Reception ensuring Standing Financial Instructions are adhered to by all Reception staff.
- Implement & maintain effective patient filing systems, ensuring records are kept safe, confidential, up to date & accessible. Request archived ED notes when requested In a timely manner.
- Handling both routine & urgent matters using initiative with minimal supervision.
- Responsible for the monitoring & recording of Data quality within the ED/UTC/MIU.
- Responsible for the management of adequate staffing levels during annual leave/sickness periods & the day to day running of the receptions on all sites.
- Produce Rotas to ensure all shifts on all sites are covered.
- Responsible for keeping personal records up to date & input all information on to ESR.
- Arrange and co-ordinate removal of patient records to off-site storage facility.
- Report & monitor any faults on Cerner. Implement emergency procedures in the event of system failure/downtime.
- Ensure all staff are aware of confidentiality issues, data protection & freedom of information policies.
- Provide assistance to ED/UTC/MIU receptionists in dealing with difficult telephone enquiries from the public, all disciplines of staff & outside agencies.
- Sickness management of reception staff comply with the trusts sickness & absence policy, ensuring return to work interviews are undertaken & support the receptionists in the implementation of the policy. Raising any issues or complexities to the Assistant Deputy Directorate Manager
- Appraise, interpret & monitor progress of certain allocated service developments.
- Monitoring & action IR1s where delegated by the Assistant Deputy Directorate Manager
- Collect, structure & present data as requested using agreed systems & formats.
- Utilization of word processing & clinical information systems, including clinical coding.
- Participate in audits when required & action appropriately.
- Monitor trends & highlight any potential problems within the service.
- Ensure that there are adequate equipment & consumables available to maintain the service including arranging for repairs, servicing & replacement as necessary.
- Manage day to day queries & liaise with staff of all disciplines to ensure a high level customer care whilst maintaining confidentiality at all times.
- Deliver a comprehensive training package for all new members of staff with the ED/UCC/MIU reception department.
- Comply & enforce ELHT mandatory training to include fire, moving & handling, core mandatory training, information governance & safeguarding children. Organize mandatory training courses & any other courses requested by the staff.
- Carry out annual Performance Development Reviews & set formal objectives linked to the personal development plans.
- Provide support for staff training & development, operationally& on Cerner.
- Responsible for the recruitment & selection of all posts in the ED/UCC/MIU reception.
- Assist with the development & maintenance of procedures/protocols within the ED/UCC/MIU departments, ensuring information is appropriately communicated to staff.
- Ensure all staff are aware & adhere to departmental policies & procedures.
- Work closely with Outpatient & in-patient administration staff to ensure procedures are adhered to in line with choice, chose & book and Cerner requirements.
- Monitor working practices, ensuring standardization across all sites.
- Perform risk assessments in line with trust policy & formulate action plans to address findings.
Job description
Job responsibilities
MAIN DUTIES
- To supervise & provide effective leadership to the administration staff within the ED/UTC/MIU Reception, provide advice & support to all staff on day to day priorities, risks & issues.
- Implement new administration systems & services to effectively & efficiently meet service requirements and establish office procedures that reflect good practice. Responsible for updating & developing staff around any changes in view of new working practices & any changes in IT packages.
- Responsible for sponsoring/updating/unlocking and renewing of Reception staff smartcards for (Smartcard Management Service-Registration Authority Smartcard Sponsor).
- Overall responsibility for the Prescription Monies and float held in MIU Reception ensuring Standing Financial Instructions are adhered to by all Reception staff.
- Implement & maintain effective patient filing systems, ensuring records are kept safe, confidential, up to date & accessible. Request archived ED notes when requested In a timely manner.
- Handling both routine & urgent matters using initiative with minimal supervision.
- Responsible for the monitoring & recording of Data quality within the ED/UTC/MIU.
- Responsible for the management of adequate staffing levels during annual leave/sickness periods & the day to day running of the receptions on all sites.
- Produce Rotas to ensure all shifts on all sites are covered.
- Responsible for keeping personal records up to date & input all information on to ESR.
- Arrange and co-ordinate removal of patient records to off-site storage facility.
- Report & monitor any faults on Cerner. Implement emergency procedures in the event of system failure/downtime.
- Ensure all staff are aware of confidentiality issues, data protection & freedom of information policies.
- Provide assistance to ED/UTC/MIU receptionists in dealing with difficult telephone enquiries from the public, all disciplines of staff & outside agencies.
- Sickness management of reception staff comply with the trusts sickness & absence policy, ensuring return to work interviews are undertaken & support the receptionists in the implementation of the policy. Raising any issues or complexities to the Assistant Deputy Directorate Manager
- Appraise, interpret & monitor progress of certain allocated service developments.
- Monitoring & action IR1s where delegated by the Assistant Deputy Directorate Manager
- Collect, structure & present data as requested using agreed systems & formats.
- Utilization of word processing & clinical information systems, including clinical coding.
- Participate in audits when required & action appropriately.
- Monitor trends & highlight any potential problems within the service.
- Ensure that there are adequate equipment & consumables available to maintain the service including arranging for repairs, servicing & replacement as necessary.
- Manage day to day queries & liaise with staff of all disciplines to ensure a high level customer care whilst maintaining confidentiality at all times.
- Deliver a comprehensive training package for all new members of staff with the ED/UCC/MIU reception department.
- Comply & enforce ELHT mandatory training to include fire, moving & handling, core mandatory training, information governance & safeguarding children. Organize mandatory training courses & any other courses requested by the staff.
- Carry out annual Performance Development Reviews & set formal objectives linked to the personal development plans.
- Provide support for staff training & development, operationally& on Cerner.
- Responsible for the recruitment & selection of all posts in the ED/UCC/MIU reception.
- Assist with the development & maintenance of procedures/protocols within the ED/UCC/MIU departments, ensuring information is appropriately communicated to staff.
- Ensure all staff are aware & adhere to departmental policies & procedures.
- Work closely with Outpatient & in-patient administration staff to ensure procedures are adhered to in line with choice, chose & book and Cerner requirements.
- Monitor working practices, ensuring standardization across all sites.
- Perform risk assessments in line with trust policy & formulate action plans to address findings.
Person Specification
Experience
Essential
- oGCSE English at Grade C (or equivalent level of skill)
- o2 years comprehensive Administration/secretarial experience or equivalent
- oIT Skills, familiar with Microsoft Office including Word, Excel, PowerPoint and Access, or equivalent level of skill
- oConfident at dealing with people over the phone and face to face
- oAbility to understand, absorb and comply with detailed procedures
- oAbility to work flexibly and travel between hospital sites
- oFlexibility to provide cross cover for holiday relief, sickness etc.
Desirable
- Managerial responsibility
Person Specification
Experience
Essential
- oGCSE English at Grade C (or equivalent level of skill)
- o2 years comprehensive Administration/secretarial experience or equivalent
- oIT Skills, familiar with Microsoft Office including Word, Excel, PowerPoint and Access, or equivalent level of skill
- oConfident at dealing with people over the phone and face to face
- oAbility to understand, absorb and comply with detailed procedures
- oAbility to work flexibly and travel between hospital sites
- oFlexibility to provide cross cover for holiday relief, sickness etc.
Desirable
- Managerial responsibility
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
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).
