Detailed job description and main responsibilities

Admin and Clerical

• To ensure that the clinical IT system used in the department, Medway, is kept updated tracking patients across the department, including timely recording of referrals, decisions to admit, discharges and transfers to wards
• To provide timely and accurate information regarding bed requirements to the Clinical Coordinator (Bed Manager) and notification to nursing team when beds have been allocated
• To assist in accessing diagnostic results and escalate delays to the ED Coordinator/ Consultant in charge where required
• To answer telephone and resolve queries from relatives of patients when appropriate, as well as answering queries from other hospital departments
• To obtain documentation of previous attendances where required
• To ensure all clinical paperwork for patients being admitted is copied prior to the patient being transferred to the ward, and original paperwork is returned for scanning
• To generate reports as requested to support the Operational Management team
• To liaise with other departments / staff to obtain and/ or deliver information relating to patients
• Maintain a visible and active presence in the Emergency Department
• To maintain tidy and clean desk, department computers, filing cabinets, stationary cupboards and case note trolleys

Discharge/ Admission 

• To work directly with the ED Coordinator to support the safe and effective flow of patients through the department in line with the 4-hour patient safety standard
• To monitor performance in all areas within the Emergency Department. This will include chasing diagnostic results to support clinical decision making as appropriate
• Escalation of unnecessary delays to the relevant departments to support clinical decision making as appropriate
• Support performance in relation to Care Quality Indicators in particular time to initial assessment, time to treatment and total time in the department with appropriate escalation to ED Coordinator / Consultant in Charge
• To liaise with different teams across the site regarding discharge/ admission arrangements of patients. This includes ward staff (to ascertain bed availability), porters (to support timely patient transfers) and domestic teams (to arrange for prompt cubicle cleans following patient transfer)
• Ensure that internal professional standards are adhered to – initially contacting specialty doctors directly and escalation to the ED Coordinator when standards are not adhered to
• Arrange patient transport for patients requiring assistance returning home or those requiring emergency transfers to other Trusts
• To collate information in relation to none compliance by specialty teams to internal professional standards
• To ensure completion of relevant documentation in particular in relation to delays leading to breaches and note actions taken

Communication

• To receive patients, visitors and staff in a calm, friendly and efficient manner
• To gain respect of and develop close working relationships with clinical and non-clinical staff supporting the provision of effective management of patients across the department
• To clearly communicate any delays that require escalation
• To handle extremely emotive, challenging and sometimes unpredictable situations, using influential negotiating and motivational skills to achieve desired outcomes
• To liaise with external teams, including NWAS (booking and expediting ambulance transport for patients), Mental Health, Nursing homes, Police, Coroners office as well as community teams.
• Knowledge, Training and Experience
• To have excellent IT skills to enable accurate and timely patient tracking, monitoring and recording
• To have maintain a thorough understanding of National Access Targets and Care Quality Indicators and the importance that they have in maintain patient safety, understanding when and how to escalate concerns appropriately and timely
• To have awareness of hospital terminology

Analytical and Judgement Skills

• To participate in Trust projects/ initiatives as appropriate
• The postholder will be required to analyse, assess and make amendments in order to produce effective and accurate reports in relation to breaches saved and action taken
• To report concerns, errors or inaccuracies to the ED Coordinator

Planning and Organisational Skills

• To support the delivery and achievement of care quality indicators, both those agreed locally and dictated by national policy
• To have excellent organisational skills as postholder will be required to work under the direction of the ED Coordinator and manage their own day to day workload in such a way that they are able to meet deadlines, the postholder is not directly supervised.
• To work with the Emergency Department to establish an effective system for the management of patients in all areas to ensure efficient and effective patient flow
• Using own initiative, identify and predict potential breaches to the ED Coordinator

Patient Care

• To support the Emergency Department in efficient management of patients, ensuring appropriate patient pathways are followed to drive patient experience
• Physical, Mental and Emotional Demands of the Post
• To occasionally assist patients to other departments/ wards by means of pushing wheelchairs and trolleys
• To collect items from Stores (particularly boxes of paperwork) at times when the department requires urgent stock
• To handle extremely emotive, challenging and sometimes unpredictable situations, using influential negotiating and motivational skills to achieve desired outcomes
• To be able to cope with frequent interruptions
• Frequent movement in the Emergency Department to obtain patient status
• Policy, Service and Governance
• To attend and contribute to departmental meetings where new processes are discussed and agreed
• To follow and work within the guidelines as set out by Trust policies and procedures
• Ensure compliance to all Trust Risk Management, Research Governance and Infection Control Policies and Procedures, and abide by the Standards for Better Health
• Undertake appropriate mandatory training including infection control and comply with all Infection Control policies relevant to the post, particularly with regard to hand hygiene
• To maintain patient confidentiality and store confidential information securely at all times ensuring compliance with Information Governance standards

Health & Safety

• As an employee of the Trust, you have responsibility to:
• Take reasonable care of your own Health and Safety and that of any other person who may be affected by your acts or omissions at work
• Cooperate with the Trust in ensuring that statutory regulations, codes of practice, local policies and departmental health and safety rules are adhered to