Emergency Department Higher Clerical Officer

Job Description

About The Organisation

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.

We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

The Role

The post holder is required to provide a comprehensive reception and administrative service within the Acute Emergency Department ensuring patients are admitted to the department, efficiently and accurately recording demographics, details of injury/illness, providing a high level of customer care. The post holder will also liaise closely with the Emergency Department clinical and nursing team, supporting them and ensuring nursing staff are informed if a patient is in obvious distress. The post holder will also liaise closely with the Scottish Ambulance Service; and other relevant departments to ensure an efficient and effective service provision.

As a first point of contact, the post holder will provide a friendly, respectful and efficient service to patients, relatives and visitors either face to face or by telephone. The post holder will receive patient enquiry calls for the hospital, answering and re directing as necessary.

The post holder will undertake the scanning process for Emergency Department paper records, to ensure good data quality of the scanned electronic patient record.

The working pattern for this role is rotational shifts and various hours across all 7 days of the week, working pattern can be discussed further at interview.

In this key role, you will:

• Ensure positive patient identification of all patients presenting at the Emergency Department and registering this information accurately onto the patient clinical/management system. This requires effective & empathetic communication skills in order to obtain information of a highly sensitive nature from patients who are in crisis
• Book follow up clinic appointments for patients at the appropriate outpatient clinic using patient/clinical management systems and send out appointment letters.
• Prioritise workloads, including matters of highly confidential and sometimes sensitive nature.

What You’ll Bring:

• Educated to SVQ III or equivalent or Highers or equivalent experience with previous NHS Administrative experience
• Excellent customer care skills and good interpersonal skills, including an ability to communicate effectively and empathetically with patients and staff at all levels.
• Computer literate and good keyboard skills.
• Experience in multi-tasking as the post holder is responsible for activities such as answering queries, progress chasing, task related problem solving, all acquired through experience and vocational learning.

What we Offer

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

• Annual Leave – 35 days including public holidays
• Generous NHS pension scheme
• Annual incremental salary progression
• Paid sick leave increasing with length of service
• NHS discounts and more.

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent – regardless of race, disability, gender, sexual orientation, or care experience or any other dimension that can be used to differentiate people from one another.

Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children’s settings.