BANK - Emergency Care Centre Administration Officer

Transformationunitgm; Gateshead; On-site; GBP 24,000 - 28,000; Full time

Job summary

A leading NHS Foundation Trust in the UK is seeking clerical support staff for their Emergency Care Centre in Gateshead. This role involves managing patient registrations and providing front-line customer service within a dynamic healthcare environment. The post requires flexibility for 24/7 shifts and the ability to maintain high standards of service amid demanding situations.

Qualifications

• Previous admin/clerical experience is required.
• Good understanding of information governance & confidentiality is essential.
• Experience with Careflow and NHS IT systems is a plus.

Responsibilities

• Register patients accurately on Trust's computer systems.
• Provide front line reception/ward clerk duties.
• Manage appointment systems and patient records.

Skills

Organisational skills

Communication skills

Conflict de-escalation

Education

GCSE English and Maths grade 9-4 (A*-C) or equivalent

NVQ Level 2 in Business & Admin

Tools

Careflow

NHS IT systems

Job description

Main area Urgent and Emergency Care Grade NHS AfC: Band 2 Contract Bank Hours

• Full time
• Part time

0 hours per week (24/7 service - shift patterns will be discussed at interview) Job ref 297-7040032

Employer Gateshead Health NHS Foundation Trust Employer type NHS Site Emergency Care Centre Town Gateshead Salary £24,169 per annum Salary period Yearly Closing 18/06/2025 23:59

NHS AfC: Band 2

In the event of excessive applications being received this vacancy may close earlier than the stated closing date, you are encouraged to submit your application as soon as possible

IMPORTANT NOTE ON COMPLETION OF REFERENCE SECTION OF APPLICATION FORM

All references from current and previous employers will be sought and MUST cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Where possible this should be from two separate employers. Failure to complete this section may result in your application not being processed.

PLEASE NOTEit is a requirement of this Trust that all successful applicants pay for their DBS certificate if a check is required for the post. This will be done through deduction from your monthly pay over a maximum of three months. It is also a requirement that all successful applicants register or are registered with the DBS update service where a DBS is required.

All new entrants to the NHS will be appointed on the minimum of the pay scale in line with Terms & Conditions.

Job overview

To provide clerical support to Medical & Nursing staff within the Emergency and Urgent care service line within the medicine business unit.

To undertake clerical duties at the direction of the admin team lead and service line managers.

Main duties of the job

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

This role will require you to:

Ø Use own initiative/decision making out of hours and at weekends without supervision.

Ø In the event of a Major Incident would be expected to attend the ED and assist in the smooth running of the incident

Ø 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

Working for our organisation

Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.

Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.

We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.

Our values should be the ‘golden thread’ which runs through everything we do – they are the core of who we are. Our five values can easily be remembered by the simple acronymICORE; Innovation, Care, Openness, Respect, Engagement.

We have a number of staff networks including the Global Ethnic Majority (GEM) network, D-Ability network, LGBTQ+ Network and the Women’s Network, to challenge us and help us to constantly improve. Our Armed Forces network is one of our emerging networks.

The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our ‘Balance’ programme balancegateshead.com to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.

Detailed job description and main 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, patient’s 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 with require you to:

Ø Use own initiative/decision making out of hours and at weekends without supervision.

Ø In the event of a Major Incident you would be expected to attend the ED and assist in the smooth running of the incident

Ø 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

Person specification

Qualification and experience

• GCSE English and Maths grade 9-4 (A*-C) or equivalent
• Previous Admin/Clerical Experience
• Good understanding of Information Governance & Confidentiality
• Previous knowledge of using Careflow and NHS IT systems
• NVQ Level 2 in Business & Admin

Knowledge and skills

• Being able to prioritise workload and have exceptional organisational skills
• Excellent conflict de-escalation and diffusing skills
• Good communication/Interpersonal skills

Applicants who have not been contacted within 4 weeks of the closing date are to assume that their application has been unsuccessful.

Applications from job seekers who require Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications where the post is eligible. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

Candidates who require sponsorship are strongly advised to visit the UK Border Agency website and familiarise themselves with what is required. There is a facility on this site to access the points based calculator and work through an example which should assist candidates in their understanding of the process.

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.