HealthJobsUK

Detailed job description and main responsibilities

SECTION 1 - MAIN RESPONSIBILITIES

• To support the Receptionists/Clerks in ensuring all operational processes are adhered to in accordance with Trust policies and Standard Operating Procedures.
• To provide advice, guidance and support to the Receptionists/Clerks on day to day issues that may arise within the service.
• Provide day to day coordination of staff including allocation of work.
• With the support of the A&E Admin Supervisor, plan and circulate the weekly / monthly rota for all Receptionists/Clerks to ensure there is adequate staffing on a daily basis.
• To deal directly with routine queries as a “first point of contact” for members of the public and agencies contacting A&E.
• To provide appropriate information and advice to members of the public and other agencies in order to help resolve their queries.
• To receive queries through email, referral systems and by phone.
• To have knowledge of and be able to train staff in the systems and processes that are relevant to the job role.
• To undertake other tasks as required by the line manager, which are commensurate to the band of the role.

SECTION 2 - KNOWLEDGE AND SKILLS

Communication

• Good communication skills to deal with regular enquiries through a range of media (e.g. email, referral, over the telephone) and to be able to manage all these in a sensitive and caring manner.
• To communicate verbally and non-verbally to deal with enquiries from service users / relatives, members of the public and other professionals both inside and outside of the organisation.
• To have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and to be able to communicate sensitively and effectively.
• To have the ability to handle occasional aggressive patients.
• To communicate effectively and maintain good relationships with service users / patients, medical professionals and other departments across the health and social care setting and other outside agencies.

Responsibility for Service User / Patient Care

•  To ensure service users are given appropriate information and direction in relation to the services provided.
• To ensure service users are greeted and dealt with in a courteous and professional manner.
• To identify and take action on any problems, bringing them to the attention of the A&E Admin Supervisor, where these issues cannot be dealt with at A&E Admin Team Leader level.

Planning and Organising

• With support from the A&E Admin Supervisor, ensure that A&E & Same Day Emergency Care areas are adequately resourced in terms of staffing levels to maintain a 7-day week service, ensuring that all shifts are fully covered.
• Organise and plan own day to day workload or activities as well as the workload or activities for the Receptionists / Clerks in order to meet the demands of the service.
• Management of own workload as delegated by A&E Supervisor/Assistant Directorate Manager.
• To provide mentoring and training for all new and current staff in relation to systems and processes.
• To assist with the planning and organising of mandatory training for all staff within the required timeframes.
• To use the appropriate systems to manage patient attendances and appointments.
• To assist with data collection and audit as requested by the A&E Admin Supervisor/Assistant Directorate Manager.
• To oversee the inputting of data and ensure adherence is given by Receptionists / Clerks.
• To promote and monitor the quality of work within the service in order to provide an optimum service.
• Due to the nature of the work, the post holder must be able to prioritise, as frequent interruptions can be expected from the public and professionals.
• The post holder is expected to use their initiative to a significant level and work without direct supervision.

Responsibilities for Physical and / or Financial Resources

• Ensure safe and efficient use of equipment, resources and consumables at all times.
• Responsible for ordering stock items (stationary) for the A&E Admin department.

Responsibility for Policy and Service Development and Implementation

• To contribute to the review and development of policies as appropriate to the service.
• To identify areas that could be enhanced to support service development.
• Highlight and implement changes to working practice which would improve the day to day operational functions within A&E / Same Day Emergency Care
• Adhere to Policies and Procedures.

Responsibilities for Human Resources and Leadership

• To ensure staff are aware and adhere to all Trust policies and procedures.
• To contribute to the recruitment and selection process of Clerks according to Trust procedures.
• Responsible for the supervision of staff incorporating 1:1’s and authorising annual leave.
• To participate in appraisal process with the A&E Admin Supervisor.
• Using your knowledge and skills, provide support and guidance to staff as required.
• Support new or less experienced work colleagues to adapt to the workplace.

Responsibilities for Teaching and Training

• Participate in training and development activities that are relevant to the job role.

Responsibilities for data and information resources

• To use patient data system package to document enquiries and to make referrals.
• To use electronic communication systems such as emails, intranet, team brief and internal communication systems.
• Take and transcribe minutes of meetings as required.

Research, Development and Audit

• To provide assistance as requested by the A&E Admin Supervisor to complete internal clerical audits.