BANK - Emergency Care Centre Administration Officer

NHS; Gateshead; On-site; GBP 20,000 - 26,000; Full time

Job summary

Join the NHS as part of the Emergency Department team providing clerical support to ensure exceptional care standards. This role involves patient interaction, efficient registration on electronic systems, and various administrative duties while working across multiple sites.

Qualifications

• Previous Admin/Clerical Experience required.
• Understanding of Information Governance & Confidentiality.
• Must prioritize workload effectively.

Responsibilities

• Greeting patients and ensuring accurate registration.
• Providing front line reception duties and managing appointment systems.
• Assisting in training and development of new staff.

Skills

Organizational skills

Communication skills

Conflict de-escalation skills

Education

GCSE English and Maths grade 9-4 or equivalent

NVQ Level 2 in Business & Admin

Tools

Careflow

NHS IT systems

Job description

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:

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

In the event of a Major Incident 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

About us

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.

Job 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 with 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

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.