Emergency Department Receptionist in Glasgow

About the Organisation

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services. We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services, Corporate & Property & Support Services, and Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

The Role

The Emergency Department Receptionist is required to provide a comprehensive reception service within the Acute Emergency Department ensuring patients are admitted to the department, efficiently and accurately recording demographics, details of injury/illness, providing a high level of customer care. The post holder will also liaise closely with the Emergency Department clinical and nursing team, supporting them and ensuring nursing staff are informed if a patient is in obvious distress. The post holder will also liaise closely with the Scottish Ambulance Service and other relevant departments to ensure an efficient and effective service provision. As a first point of contact, you will provide a friendly, respectful and efficient service to patients, relatives and visitors either face to face or by telephone and will receive patient enquiry calls for the hospital, answering and redirecting as necessary. You will undertake the scanning process for Emergency Department paper records, to ensure good data quality of the scanned electronic patient record. The working pattern for this role is 4pm to 8pm - Friday evening. Please note this is a fixed term post for 12 months. Where a post only has temporary funding and an existing member of NHS Lanarkshire staff wishes to apply, this will be treated as a secondment. The employee MUST already have written agreement from their line manager to be released on a secondment before applying for the post.

Key Responsibilities

• Ensure positive patient identification of all patients presenting at the Emergency Department and register this information accurately onto the patient clinical/management system.
• Book follow up clinic appointments for patients at the appropriate outpatient clinic using patient/clinical management systems and send out appointment letters.
• Ensure that the patients are allocated to the correct specialty and clinic, and also check to ensure that the appointment has been requested for the appropriate clinic in compliance with standing operating procedures.
• Create the waiting list entry prior to the appointment booking, across multiple sites including Hairmyres, Monklands and Wishaw.
• Take receipt of referrals from other hospitals as applicable.
• Outwith normal office hours, take sole responsibility for over booking of clinics to ensure patient requirements are met, and prioritise patient need within the clinical appointment booking system.

What You’ll Bring

• Educated to SVQ III or equivalent or SVQ Level II or equivalent experience, plus ECDL or equivalent.
• The post holder will have a knowledge of Health Records.
• Excellent customer care skills and good interpersonal skills, including an ability to communicate effectively and empathetically with patients and staff at all levels.
• Computer literate and good keyboard skills.
• Experience in multi-tasking as the post holder is responsible for activities such as answering queries, progress chasing, task related problem solving, all acquired through experience and vocational learning.

What We Offer

• Annual Leave - 35 days including public holidays
• Generous NHS pension scheme
• Annual incremental salary progression
• Paid sick leave increasing with length of service
• NHS discounts and more.

Equal Opportunities

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience or any other dimension that can be used to differentiate people from one another. Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children's settings.