Receptionist

Job overview

To be the first point of contact during the patient journey through the Emergency Department. To be a patient advocate and point of contact to provide information regarding progress and timescales bearing in mind changes in clinical priorities that may delay treatment. To provide administrative support and advice as required to clinical colleagues in the Emergency Department.

Main duties of the job

• To be the first point of contact for both patients, relatives, emergency service's personnel and all visitor's to the hospital through the ED doors

Detailed job description and main responsibilities

• To work independently and as part of a team, use own initiative and prioritise and manage workload.

• To be aware of actions required when a patient presents to the department who requires urgent medical attention such as chest pain/stroke patients.

• To communicate directly with patients and/or relatives in order to raise the appropriate documentation for patients attending the Emergency Department.

• To input highly sensitive/confidential information onto the Trust’s I.T system ensuring accurate and timely data entry.

• To produce some clerical documentation, where appropriate, relating to previous hospital   attendance. This may necessitate liaison with the health records department or other wards and hospitals.

• Ensure that patients are discharged from the Trusts I T system in ‘real time’.

• To regularly liaise with ambulance crews in relation to receiving patients in order to update West Midlands Ambulance Service computer software and input patients onto Trust’s I.T system.

• To deal with all enquiries assisting in the care of relatives if necessary whilst maintaining the Trust’s Code of Conduct in relation to confidentiality and the Data Protection Act.

• To file and keep in order all patient documentation retained in the department, and ensure that all case notes are sent and received via the case note tracking system.

• To book clinic attendances and advise patients regarding the date, time and place of   the attendance. To prepare appropriate paperwork and complete administration tasks in relation to outpatient attendances

• To undertake clerical duties such as preparing paperwork for patient admission,  performing clerical tasks for nursing staff, booking ambulances for patient’s being transferred, discharged or attending outpatient clinics.

• Book hospital transport (as directed by nursing staff) for patient discharge

• To collect and deal with items placed in the department’s safe on a daily basis & check diary for any requests/messages/information & act on them accordingly.

• Exposure to distressing or emotional circumstances from patients and relatives/carers.

• To be aware of and adopt changes in procedures in the event of a major emergency.
• To communicate directly with patients in relation to waiting times and update LED screen accordingly.

• To liaise frequently with medical and nursing staff, ambulance and police services within the Emergency Department.

• To assist patient, visitor or relative with general enquiries whilst maintaining the Trust’s Code of Conduct in relation to confidentiality and the Data Protection Act.

• To be aware of the Trust Policy on handling complaints and to comply accordingly.

• To keep the reception and waiting area clean, tidy and welcoming, liaising with other departments, e.g. domestics and/or porters as appropriate.