Overview
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.
Responsibilities
* To be the first point of contact for both patients, relatives, emergency service's personnel and all visitors to the hospital through the ED doors.
* To work independently and as part of a team, use own initiative and prioritise and manage workload.
* To be aware of actions required when a patient presents to the department who requires urgent medical attention such as chest pain/stroke patients.
* To communicate directly with patients and/or relatives in order to raise the appropriate documentation for patients attending the Emergency Department.
* To input highly sensitive/confidential information onto the Trust's I.T system ensuring accurate and timely data entry.
* 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.
* Ensure that patients are discharged from the Trusts I T system in 'real time'.
* 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.
* 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.
* 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.
* 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.
* 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.
* Book hospital transport (as directed by nursing staff) for patient discharge.
* 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.
* Exposure to distressing or emotional circumstances from patients and relatives/carers.
* To be aware of and adopt changes in procedures in the event of a major emergency.
* To communicate directly with patients in relation to waiting times and update LED screen accordingly.
* To liaise frequently with medical and nursing staff, ambulance and police services within the Emergency Department.
* 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.
* To be aware of the Trust Policy on handling complaints and to comply accordingly.
* To keep the reception and waiting area clean, tidy and welcoming, liaising with other departments, e.g. domestics and/or porters as appropriate.
Additional information
Using AI for jobs applications: While we encourage the use of technology to help manage time and support innovation, it is your responsibility to ensure your application is personalised and clearly reflects your own skills and experiences. The use of AI during assessments, including interviews, is not permitted unless 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 are actively working in partnership to deliver a vision focused on providing "better, faster and safer care". There may be an expectation to work flexibly across the four partner Trusts to meet patient and service needs.
Applications from job seekers who require sponsorship to work in the United Kingdom are welcome and will be considered, depending on job role and salary. Overseas applicants must provide details of their immigration status and may need a criminal records check. Further guidance is provided in the recruitment section of the posting.
Recruitment equality statement: The Trust is committed to equal opportunities and inclusive practice. We value diversity and encourage applications from all communities. Applicants are advised to complete equal opportunities questions on the application form. The Trust may close vacancies early if a large number of applications are received.
As part of the NHS People Promise, wellbeing and flexible working options are provided where possible. The Trust aims to support staff through inclusive practices and development opportunities.
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