To be the first point of contact during the patient journey through the Emergency Department. To be a patient advocate and point of contact to provide information regarding progress and timescales bearing in mind changes in clinical priorities that may delay treatment. To provide administrative support and advice as required to clinical colleagues in the Emergency Department.
Main duties of the job
1. To be the first point of contact for both patients, relatives, emergency service's personnel and all visitor's to the hospital through the ED doors
Working for our organisation
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of “excellent health care, improved health for all”. We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Detailed job description and main responsibilities
2. To work independently and as part of a team, use own initiative and prioritise and manage workload.
3. To be aware of actions required when a patient presents to the department who requires urgent medical attention such as chest pain/stroke patients.
4. To communicate directly with patients and/or relatives in order to raise the appropriate documentation for patients attending the Emergency Department.
5. To input highly sensitive/confidential information onto the Trust’s I.T system ensuring accurate and timely data entry.
6. To produce some clerical documentation, where appropriate, relating to previous hospital attendance. This may necessitate liaison with the health records department or other wards and hospitals.
7. Ensure that patients are discharged from the Trusts I T system in ‘real time’.
8. To regularly liaise with ambulance crews in relation to receiving patients in order to update West Midlands Ambulance Service computer software and input patients onto Trust’s I.T system.
9. To deal with all enquiries assisting in the care of relatives if necessary whilst maintaining the Trust’s Code of Conduct in relation to confidentiality and the Data Protection Act.
10. To file and keep in order all patient documentation retained in the department, and ensure that all case notes are sent and received via the case note tracking system.
11. To book clinic attendances and advise patients regarding the date, time and place of the attendance. To prepare appropriate paperwork and complete administration tasks in relation to outpatient attendances
12. To undertake clerical duties such as preparing paperwork for patient admission, performing clerical tasks for nursing staff, booking ambulances for patient’s being transferred, discharged or attending outpatient clinics.
13. Book hospital transport (as directed by nursing staff) for patient discharge
14. To collect and deal with items placed in the department’s safe on a daily basis & check diary for any requests/messages/information & act on them accordingly.
15. Exposure to distressing or emotional circumstances from patients and relatives/carers.
16. To be aware of and adopt changes in procedures in the event of a major emergency.
17. To communicate directly with patients in relation to waiting times and update LED screen accordingly.
18. To liaise frequently with medical and nursing staff, ambulance and police services within the Emergency Department.
19. To assist patient, visitor or relative with general enquiries whilst maintaining the Trust’s Code of Conduct in relation to confidentiality and the Data Protection Act.
20. To be aware of the Trust Policy on handling complaints and to comply accordingly.
21. To keep the reception and waiting area clean, tidy and welcoming, liaising with other departments, e.g. domestics and/or porters as appropriate.
Person specification
Assessment Method
Essential criteria
22. GCSE English Grade A-C or Equivalent
Desirable criteria
23. IT Qualification Grade A-C or Equivalent
24. Previous relevant experience in a similar role
25. Experience of using multiple Microsoft office software systems
26. Business Admin Qualification
Assessment Method
Essential criteria
27. GCSE Mathematics Grade A-C or Equivalent
Assessment Method
Essential criteria
28. Customer Service experience
Using AI for jobs applications:
Whilst we encourage the use of technology to help manage time and support innovation. However, it is your responsibility to ensure your application is personalised and clearly reflects your own skills and experiences. While AI can assist with drafting, it should only be used as a support tool. The content must be your own work and accurately represent your knowledge, abilities, and values. Over-reliance on AI-generated content may result in your application being rejected. A common issue arises when we receive multiple applications with identical or overly generic language.
The use of AI during assessments, including interviews, is not permitted unless it has been pre-approved as part of a reasonable adjustment. For digital interviews, you may be asked to provide a 360-degree view of your surroundings on camera and confirm that no additional devices are present. If we suspect AI is being used during an interview, we may pause the process to clarify or adjust our approach to questioning.
Caring for patients demands integrity, honesty, and accountability. We expect your application and participation to be authentic and a genuine reflection of your own experiences and values.
Multi-site working
The four partner Trusts of the Black Country Provider Collaborative (Dudley Group NHS FT, Royal Wolverhampton NHS Trust, Sandwell & West Birmingham NHS Trust, and Walsall Healthcare NHS Trust) are actively working in partnership to deliver a collective vision focused on providing "better, faster and safer care to the population of the Black Country and beyond".
To support this vision, we are (where appropriate and safe to do so) actively looking at new models of care which:
29. Better protect elective / planned care service delivery across the system by organising on a 'hot and cold' arrangement
30. Consider the optimal use of resources through consolidation and specialisation, and
31. Seek to reduce unwarranted variance, level up / standardise care through a 'Networked Service Solution' approach across the four sites
Against this context, although this post is hosted by The Dudley Group, there may be an expectation to work flexibly across the four partner Trusts to better meet patient and service needs.
Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered, dependant upon Job Role and Salary needed to meet the criteria for sponsorship, alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here Work in the UK.
It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here Criminal records checks for overseas applicants.
Not everyone needs a ‘Skilled Worker’ visa.