Receptionist / Clerical, A&E in Redditch

The Emergency Department provides 24 hour emergency care to all patients arriving in the department. This busy department offers an opportunity to assist with the reception service. You will be part of a team that includes doctors, nurses, and clerical and administrative staff, whose aim is to provide a high standard of service to patients and relatives attending the Emergency Department.

Main duties of the job:

• You must have experience of dealing with members of the public and have excellent interpersonal skills.
• Computer literacy and good keyboard skills are essential.
• You will need excellent organisational skills and the ability to prioritise a fast paced, varied workload, work in a structured and methodical manner with excellent attention to detail.
• You will be required to communicate effectively with staff across all levels of the organisation, be resourceful and flexible, and be a committed team member.
• You will be required to be flexible within the contracted hours and provide cover for annual leave and sickness.
• Full training will be provided for all candidates.

Hours: Hours to be worked on a 24 hour varied internal rotating shift, to include Weekends, Evenings, Bank Holidays and Night shifts.

Job responsibilities:

Job Purpose: The post holder will provide an efficient and professional reception and administrative service within the Emergency Department (ED). They will act as the first point of contact for patients, relatives, and visitors, ensuring that all individuals are received courteously and that administrative processes are completed accurately and in accordance with Trust policies and procedures.

Key Duties & General Duties:

• Reception and Patient Registration: Provide a welcoming and professional reception service for all patients and visitors attending the Emergency Department. Register patients accurately on the Trust's patient administration system, ensuring all demographic and clinical information is recorded in line with departmental protocols. Ensure patients are directed appropriately within the department and that clinical staff are notified of arrivals as required. Maintain oversight of the waiting area, escalating concerns regarding patient welfare or safety to clinical staff.
• Communication and Liaison: Respond promptly and courteously to telephone and face to face enquiries, providing information within the scope of the role and referring queries to clinical or managerial staff when appropriate. Communicate effectively with nursing, medical, and multidisciplinary teams to support the smooth running of the department. Liaise with ambulance services, other hospital departments, and external agencies to support patient flow and operational efficiency.
• Administrative Support: Process admissions, transfers, and discharges in accordance with Trust procedures, ensuring accurate and timely documentation. Undertake general clerical duties such as filing, scanning, photocopying, and data entry to support departmental operations. Assist with the preparation and maintenance of departmental documentation and resources.
• Operational Support: Support the coordination of patient flow during periods of high demand, following direction from senior staff. Participate in the implementation of major incident and emergency procedures, undertaking allocated administrative tasks in line with Trust policies. Ensure the reception area is kept clean, organised, and compliant with infection prevention and control standards. Monitor stock levels of reception materials and request replenishment as required.
• Information Governance and Compliance: Handle confidential and sensitive information in accordance with the Data Protection Act, Trust Information Governance policies, and NHS confidentiality standards. Adhere to all relevant Trust policies, including safeguarding, health and safety, fire safety, and infection control. Participate in mandatory training and departmental briefings to maintain up to date knowledge of procedures and requirements.

Working Pattern and 24/7 Service Requirements: The Emergency Department operates on a 24 hour, 7 day a week basis, including weekends and bank holidays. The post holder will be required to work a rota that covers day, evening, night, and weekend shifts to ensure continuous reception and administrative support.

Qualifications:

• GCSE grade A to C in English and Maths or equivalent
• Confidence with data entry
• Basic inputting/keyboard skills
• Good telephone manner
• Ability to work calmly and prioritise tasks in a busy setting
• Flexible attitude to routine/non routine work
• Calm and cheerful approach to work duties
• Able to work as part of a team
• Customer Service or Business Administration Courses
• IT Training - Basic proficiency in Microsoft Office
• Familiarity with electronic patient record systems
• Experience of working in a healthcare setting

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 to check for any previous criminal convictions.