Detailed job description and main responsibilities

• To register patient details on ICare ensuring a high level of data accuracy.
• Utilize the NHS Spine to search for patient's to ensure accuracy upon registration and escalate any alerts attached.
• Complete injury forms for any patient's attending with an injury to assist with data collection.
• To collect, prepare and scan all discharge notes whilst following local procedures to ensure all documentation is safely stored correctly
• To collect and distribute the On-Call rota to all areas of the department ensuring up to date contact details are available for all staff according to date.
• Investigating and reporting any IT issues within the department and escalating these when urgent attention is required
• Identifying and reporting any maintenance issues to relevant teams
• Ordering supplies or services via the Helpdesk (example: catering, linen, cleaning, porters)
• The post holder will communicate with Patients and other members of the public.
• To inform the appropriate clinician if someone is visibly unwell or deteriorating.
• Respond to patients’ needs deal with patients in a supportive manner both during telephone and face to face communication. This will sometimes include supporting distressed patients, and a sensitive and re-assuring manner is necessary in reducing the likelihood of escalating conflict, Empathy, compassion, patience and sensitivity are key qualities for this role. Patients’ confidentiality must be maintained at all times, as must their privacy and dignity
• To admit and discharge patients on iCare and scan or photocopy the patient notes in a timely manner, to enable prompt transfers to wards.
• Monitor several shared mailboxes and to download and attach any documentation received to the correct patient record. This will also include responding to any queries when required
• To regularly check and maintain stationary stock levels at the reception and escalating to management if further stock is required for ordering.
• To register Ambulance arrivals and monitor London Ambulance Service attendances throughout the day, updating handover times accurately. Escalating to the nurse in charge when necessary, as well as being responsible for logging any patient handover delays on the Trust’s safeguarding system
• To record data reflective of the department onto the 2-Hourly flow log.
• To liaise with and support ED flow coordinators.
• To deal with written and telephone inquiries from the wards or other departments
• Processing and sending outpatient referrals to relevant departments when required
• To provide regular quality checks of work completed by both yourself and your colleagues and urgently amend or escalate any concerns.
• To participate in administration duties, including, but not limited to answering phones, sending cancellation e-mails, processing post, document date stamping, photocopying, scanning patient records and related documents - sending or taking referral letters to the appropriate departments
• Booking of hospital transport for patients, in accordance with the hospital Transport Policy. Liaising with the Transport team
• Provide cover for colleagues during annual leave, sickness and busy periods – this can include working on other sites of the Trust
• Proficient routine use of the Patient Administration System, undergoing update and development training as required
• Undertake ongoing role and mandatory training as required and assist new staff with accessing and undertaking training
• On occasion to manage potentially or actually aggressive, verbally abusive visitors to the department, who must be managed appropriately, in accordance with Trust procedures and protocols, and manager’s direction and guidance
• Be prepared for lone working on occasions, for example when colleagues are undergoing breaks etc
• To deal with enquiries, either face to face or over the telephone from a variety of internal and external sources such as: relatives or friends, GP’s, Ambulance Service, Police and internal sources such as Wards, X-ray and Pathology using tact and discretion, referring as appropriate to the line supervisor or manager, ensuring patient confidentiality is not compromised, in accordance with the requirements of the Data Protection Act and other relevant legislation and local policies, ensuring prompt and accurate response to all enquiries
• To direct commercial and other visitors to the right department ensuring that the relevant personnel are notified
• Maintain tidy and uncluttered immediate work areas
• Highlight any referrals which require urgent attention, and process them promptly. This can sometimes require direct discussions with the medical team to confirm where the patient should to be booked to
• Develop positive, collaborative and effective working relationships across the trust with consultants and their teams including medical secretaries, specialty and general managers
• Assist nursing staff with ensuring correct wrist band is available in EPRS
• Facilitate Family and Friends Test completion when a patient is discharged, and support efforts to achieve target completion rates
• Comply with and understand, in relation to the post-holders immediate environment and duties, all health and safety legislation, as communicated in local policy, direction and guidance, and through Trust provided training