Job overview

The Emergency Department (ED) based at the Northern General Hospital is looking for a receptionist to join their team.

As a receptionist within the Emergency Department you’ll play a key part in ensuring the best possible care for all patients attending the department by undertaking a range of administrative and reception responsibilities that support patient care.

We are seeking a confident individual with excellent communication skills and a professional, tactful and diplomatic approach to work within this busy department.  This is a demanding but interesting and varied role. The successful candidate must possess the ability to work as part of a team and the initiative to work unsupervised when necessary. An understanding of confidentiality is essential as well as a commitment to delivering excellent customer service.

You must be educated to a GCSE standard (or equivalent) and have experience working in an office environment. Previous hospital experience including knowledge of Connect would be desirable. 

Good communication skills and excellent keyboard skills are also essential.  Full training for this post will be provided.

Main duties of the job

Greet patients attending the Emergency Department (ED) in a friendly professional manner ascertaining their requirements and respond to their needs accordingly. To provide an interface between patients and health care professionals and provide a full range of clerical duties in all areas of the department.

Due to this being a 24/7 service the majority of the work will be unsupervised thus it is a requirement to manage own workload, often under pressure where working patterns are unpredictable, with frequent changes to tasks requiring an ability to prioritise.

To assist in arranging cover for vacant shifts in the absence of the Operations Manager or Team Leaders.

 A flexible approach to working hours to meet the needs of the ED is essential.

Working in an environment where there is frequent contact to unpleasant smells and sights including exposure to patients vomiting or injuries.

Prioritise to ensure that work is completed in a timely manner.

Plan and manage own workload.

To work in an efficient, effective and timely manner and be adaptable to change.

To follow agreed protocols and policies seeking advice where appropriate.

To respond to requests for information. Participate in mandatory training. 

Staff should make themselves fully aware of the procedures in the event of a Major incident, chemical incident or internal disaster and would be expected to attend if required.

Working for our organisation

The Acute and Emergency Medicine and Pharmacy Care Group aspires to provide patients with high quality and timely clinical care.  To achieve this, we have set out the following aims: -

Deliver the best clinical outcomes by

• Ensuring patients are treated in the most appropriate place and by the most appropriate health professional.
• Progressing towards a consultant led service in the Emergency Department 24/7.
• Provision of major trauma services that offer the best clinical outcomes for patients across the region.

Employ Caring and Cared for staff by

• Actively recruiting, developing and training staff, resulting in a proficient and caring workforce.
• Aligning the staff we have more closely with demand to ensure that the workload is manageable and we retain our existing staff without burn out.
• Listening to our staff’s concerns and ideas and addressing these promptly with the support of service improvement.
• Recognising good performance and celebrating success more.

Spend Public Money Wisely by

• Demonstrating value for money for commissioners by working in partnership to design appropriate cost effective services.
• Reviewing our pathways to reduce waste and increase efficiency whilst maintaining or improving quality of service.
• Reviewing our activities to ensure the appropriate allocation of resource.

Deliver Excellent Research, Education and Innovation by

• Providing high quality training focussed on patient experience and outcomes.