Customer Care Officer

Job overview

The post holder is responsible for delivering a comprehensive reception and administration service to the Emergency Department. The accurate collection and inputting of data is key to this position as the post holder will be expected to work flexibly within a team to ensure that the department captures all activity data and that this data is correct. Reception duties will involve face-to-face patient contact and telephone work with some ability to assess when an individual requires immediate clinical assistance. Appropriate training will be given to assist with this. A high level of professionalism is essential and a courteous and polite approach to our client group is expected at all times.

Main duties of the job

• To ensure accurate and diligent administration with regards to receiving and registering patients, maintaining that required Trust data such as General Practitioner details, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed specified standard.
• Safely assess those patients who require immediate clinical assessment due to the way in which they present. Training will be provided.
• Answer telephone calls in a polite and professional manner taking accurate messages and ensuring these are given to the appropriate people.
• As the first point of contact for patients and visitors to the Emergency Department it is vital that the Customer Care Officer is able to analyse situations and data and make appropriate judgements. They are also required to act within the guidelines relating to patient confidentiality and the Freedom of Information Act.
• To fully understand the business continuity management system and your role in implementing its process.
• To be fully aware of the Trust’s Safeguarding Procedures and demonstrate the ability to raise concerns to protect our patients.

Working for our organisation

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

CUSTOMER CARE

• Receive and register injured/trauma patients within the agreed timescales and customer care standards.
• To ensure accurate and diligent administration with regards to receiving and registering patients, maintaining that required Trust data such as General Practitioner details, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed specified standard. You must ensure that the Emergency Department (ED) captures all relevant registration data and that this is entered on to the in-house computer data bases.
• Manage face-to-face enquiries promptly and efficiently, providing an immediate response or referring individual onto any other appropriate person as and when required.
• Safely assess those patients who require immediate clinical assessment due to the way in which they present. Training will be provided.
• Answer telephone calls in a polite and professional manner taking accurate messages and ensuring these are given to the appropriate people.
• To direct patients to different areas of the department or other hospital department as required.
• As the first point of contact for patients and visitors to the Emergency Department it is vital that the Customer Care Officer is able to analyse situations and data and make appropriate judgements. They are also required to act within the guidelines relating to patient confidentiality and the Freedom of Information Act.
• Use own initiative/decision making out of hours and at weekends without direct supervision.
• Monitor and maintain Health and Safety of self and others, taking immediate and appropriate action as necessary.
• To fully understand the business continuity management system and your role in implementing its process.
• To be fully aware of the Trust’s Safeguarding Procedures and demonstrate the ability to raise concerns to protect our patients.

GENERAL DEPARTMENTAL DUTIES / RESPONSIBILITIES

• Ensure accurate organisation of patient information given by other presenting agencies (e.g. General Practitioner letters/patient results).
• Make patient appointments as required and confirm these in writing and record them on the relevant computer database.
• To liaise with other internal/external hospital departments in respect of patients ensuring confidentiality is adhered to at all times.
• Undertake and utilise to a high standard, all training in respect of Risk Management, Violence and Aggression and Major Incident.
• Prepare and ready for posting GP letters.
• Arrange authorised transport for patients, completing the required documentation.
• Maintain an efficient and effective manual filing system, upkeep the physical state of all records and request and retrieve records/notes as required ensuring that all notes are made within the agreed time scales.
• Ensure that all patients’ notes and loose documentation are filed/scanned before the end of each shift.
• To perform clerical functions of scanning of all documents with due diligence.
• Maintaining and retrieving of patient scanned records, verifying and addressing discrepancies immediately.
• Attend relevant meetings as requested by line management.
• In the absence of the line manager, to organise any shortfall in the receptionist rota, only reporting to line manager in the event that they cannot either cover the shift themselves or organise cover.
• To communicate regularly with the Nurse in Charge of each shift ensuring staffing levels are maintained any incidences are reported and any volume and capacity issues are escalated appropriately.
• Ensure an efficient and relevant handover is completed with oncoming shift staff and to communicate on a regular basis with relevant senior staff using the communication diary.
• Demonstrate duties and assist in the training of new staff.
• In the event of a Major Incident would be expected to attend the ED and assist in the smooth running of the incident.
• Daily planning of tasks is paramount, ensuring the full range of administration support to the Emergency Department is provided.
• It is essential that all data information be entered accurately, to enable the Trust to receive the appropriate level of income for the patient activity and to avoid potential clinical risks, inherent with inaccurate patient records.
• When duplication of hospital patient records is identified the Customer Care Officer should notify Patient Information Services by completing the correction form and forwarding to them immediately.
• When duplication of Emergency Department patient’s records is identified the Customer Care Officer should notify the Emergency Department Information Team and ensure that notes are merged.
• In the event of a Trust computer network failure or planned downtime, implement the Emergency Department procedure to ensure that manual registration is carried out in line with Trust Guidelines and local policy.
• Encourage and help patients complete surveys i.e. ‘Friends and Family’.
• In conjunction with nurse ensure patient property is documented.
• To complete any additional administrative task as advised by line management promptly and efficiently.

DATA COLLECTION & ENVIRONMENT

• Effectively use the Patient Information System (PIM’s) according to Trust procedure and to the required standard, ensuring that hospital records are generated for new patient and all information for patients is checked and updated accurately upon each attendance.
• Keep an orderly, clean, tidy and well-stocked workspace and reception waiting area.
• In the event of any services being Out of Order ensure that signs are appropriately displayed for public information and inform help desks.
• Ensure adequate supplies of printed stationery, photocopying paper /toner cartridges are available in all reception areas, organising any photocopying and preparation of resource packs.
• To accept deliveries from internal and external companies, sign and distribute to named person in a timely manner.
• Take responsibility for reporting and recording faults/maintenance issues in house and out of hours within the ED (and associated areas) and updating senior member of staff of the current situation.
• To be aware of all Health & Safety issues and report to appropriate Manager.
• Maintain the reception diary, documenting any information/problems relevant to your shift.
• Observe the confidentiality of patient and staff information in accordance with the requirements of the Data Protection Act 1998.
• To maintain strict confidentiality of staff and patient records, in line with Trust Policy ensuring that acceptable standards of data protection are maintained, in accordance with the Data Protection Act.
• To be fully aware of the Trust’s Safeguarding Procedures and demonstrate the ability to raise concerns to protect our patients.

Person specification

Knowledge, Training and Experience

Essential criteria

• GCSE grade A-C or equivalent in English and Maths
• Administrative experience within an NHS hospital environment that involves daily data collection to a required standard or similar environment
• Previous reception duty experience
• Experience in MS Package, email and internet browsers
• Ability to work shift system and unsocial hours including bank holidays
• Excellent written and verbal communication skills combined with an effective and courteous telephone manner

Desirable criteria

• Working knowledge of hospital administrative systems Epic/EPR

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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