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Customer Care Officer

Job Description

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.

• To ensure accurate and diligent administration with regards to receiving and registering patients, maintaining that required Trust data is collected.
• Manage face-to-face enquiries promptly and efficiently, providing an immediate response or referring individual onto any other appropriate person as and when required.
• 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.
• The role will require staff that co-ordinate at the first point of contact to be aware of potential patients who may require immediate assessment, due to the way in which they present. Training provided will support judgement.
• 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 supervision.
• Monitor and maintain Health and Safety of self and others, taking immediate and appropriate action as necessary.
• To be fully aware of the Trust’s Safeguarding Procedures and demonstrate the ability to raise concerns to protect our patients.

• 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.
• Schedule all outpatient clinics onto the relevant computer system, pull notes for next day ED clinics, generate clinic lists from the computer system and provide copies to relevant people.
• 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 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 (e.g. monthly reception meeting).
• 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.

• 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.
• An excellent standard of organisation skill is required for the role of Customer Care Officer to ensure that the administration tasks are dealt with promptly and efficiently.
• 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.

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