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Emergency Care Centre Administration Officer

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Gateshead Health NHS Foundation Trust

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Newcastle

AI generated summary

  • You must greet patients professionally, efficiently register them, manage appointments, provide clerical support, and work flexible shifts, including weekends and holidays.
  • You will greet patients, manage registrations, handle inquiries, maintain records, book appointments, and ensure smooth operations in the Emergency Care Centre, including weekend and holiday shifts.

Requirements

  • To greet all patients and relatives attending the Emergency Care Centre / Blaydon UTC in a professional manner
  • To ensure all patients coming into the A&E / Blaydon UTC departments are registered efficiently and accurately on to the Trusts electronic computer systems
  • To provide front line reception / ward clerk duties
  • Answering telephone enquiries from GPs, patients, relatives, members of the public and other organisations
  • Answering face to face enquiries from patients and clinical staff within the department
  • Work as a team and autonomously delivering a comprehensive administration / clerical service to all areas within the Emergency Care Centre
  • To manage appointment systems, patients registration systems and all other service software
  • In addition, booking, rescheduling and cancelling patient clinic appointments
  • Maintaining patient computer and paper records
  • To offer flexibility around the working patterns to ensure adequate staffing levels during all service hours
  • As an Emergency Department post holders will be expected to work on a 24hr rota including weekends and Bank Holidays including Christmas and New Year
  • Liaising with internal and external agencies
  • Ensuring Discharge Summaries are raised and sent out in a timely manner
  • Maintain the high standards of the Emergency Care Centre and all departments associated within it
  • Provide excellent customer services to all our patients and visitors to the service
  • Assist in the training and development of new staff
  • This role will require you to: Use own initiative/decision making out of hours and at weekends without supervision
  • In the event of a Major Incident you would be expected to attend the ED and assist in the smooth running of the incident
  • Out of hours Emergency Department clerical staff is the first point of call for all visitors when the information desk is closed
  • This role will require cross site working between Queen Elizabeth Hospital and Blaydon UTC

Responsibilities

  • To greet all patients and relatives attending the Emergency Care Centre / Blaydon UTC in a professional manner.
  • To ensure all patients coming into the A&E / Blaydon UTC departments are registered efficiently and accurately on to the Trusts electronic computer systems.
  • To provide front line reception / ward clerk duties, answering telephone enquiries from GPs, patients, relatives, members of the public and other organisations
  • Answering face to face enquiries from patients and clinical staff within the department
  • Work as a team and autonomously delivering a comprehensive administration / clerical service to all areas within the Emergency Care Centre.
  • To manage appointment systems, patients registration systems and all other service software.
  • In addition, booking, rescheduling and cancelling patient clinic appointments
  • Maintaining patient computer and paper records
  • To offer flexibility around the working patterns to ensure adequate staffing levels during all service hours.
  • As an Emergency Department post holders will be expected to work on a 24hr rota including weekends and Bank Holidays including Christmas and New Year.
  • Liaising with internal and external agencies
  • Ensuring Discharge Summaries are raised and sent out in a timely manner.
  • Maintain the high standards of the Emergency Care Centre and all departments associated within it.
  • Provide excellent customer services to all our patients and visitors to the service.
  • Assist in the training and development of new staff.
  • This role will require you to: Use own initiative/decision making out of hours and at weekends without supervision.
  • In the event of a Major Incident you would be expected to attend the ED and assist in the smooth running of the incident
  • Out of hours Emergency Department clerical staff is the first point of call for all visitors when the information desk is closed.
  • This role will require cross site working between Queen Elizabeth Hospital and Blaydon UTC

FAQs

What are the primary responsibilities of the Emergency Care Centre Administration Officer?

The primary responsibilities include greeting patients and relatives, registering patients on the Trust's electronic systems, providing front-line reception duties, managing appointment systems, maintaining patient records, and ensuring excellent customer service.

Is this position full-time or part-time?

This position may require flexibility around working patterns and includes full-time hours, as it operates on a 24-hour rota including weekends and bank holidays.

Will I be required to work on holidays?

Yes, the role requires working on bank holidays, including Christmas and New Year, as part of the 24-hour rota.

What skills are necessary for this role?

Necessary skills include strong communication abilities, customer service orientation, attention to detail, and the capacity to use initiative and make decisions independently.

Is there training provided for new staff?

Yes, you will be expected to assist in the training and development of new staff as part of the role.

Will I need to work at multiple sites?

Yes, this role will require cross-site working between Queen Elizabeth Hospital and Blaydon UTC.

What types of inquiries should I expect to handle?

You should expect to handle telephone and face-to-face inquiries from GPs, patients, relatives, the public, and other organizations.

How does this role contribute during a Major Incident?

In the event of a Major Incident, you would be expected to attend the Emergency Department and assist in the smooth running of the incident.

Are there any specific software systems I need to be familiar with?

Familiarity with patient registration systems, appointment management systems, and general service software used in the Emergency Care Centre is required.

What is the expected standard of customer service in this role?

You are expected to provide excellent customer service to all patients and visitors, maintaining high standards within the Emergency Care Centre.

Gateshead Health NHS Foundation Trust

Quality and Excellence in Healthcare. We are an acute and community NHS hospital trust in the North East of England’.

Science & Healthcare
Industry
1001-5000
Employees
1876
Founded Year

Mission & Purpose

Gateshead Health NHS Foundation Trust provides a wide range of healthcare services, including hospital care, outpatient services, and community health programs in the Gateshead area. Their mission is to deliver outstanding, patient-centered care and improve health outcomes through high-quality services. They are committed to enhancing the well-being of their community by offering accessible, effective healthcare solutions and ensuring a positive experience for every patient.