Role Overview
The post holder will support the operational flow and delivery of timely care in the Adults Emergency Department within the Division of Medicine. The Emergency Department is a fast‑paced and dynamic environment with competing priorities, requiring the ability to work collaboratively with multiple staff groups and adapt quickly to changing situations.
They will oversee the flow of patients throughout the department, working closely with the Emergency Department Nursing and Medical team, helping deliver key targets and ensuring effective registering of patients within ED.
They will liaise daily with clinical and administrative colleagues to maintain high standards of service, resolve challenges, and support patient care. This job description is not an exhaustive list of duties but is intended to give a general indication of the range of work undertaken and will vary in detail in the light of changing demands and priorities within the Department / Directorate.
To help maintain patient flow by providing an overall awareness of changing pressures in the department and escalating any potential delays swiftly, all in accordance with relevant policies, procedures, protocols, and guidelines.
Key Responsibilities
- Track all patients throughout their journey within the Emergency Department (ED), including diagnostics, bed moves, and admission, ensuring real‑time oversight of patient flow.
- Ensure accurate and timely data entry onto the Electronic Patient Record (EPR) and associated systems to reflect the patient journey and support the achievement of ED performance targets.
- Work collaboratively with the Nurse in Charge (NIC), Emergency Practitioner in Charge (EPIC), and Shift Co‑ordinator to proactively identify patients at risk of breaching quality indicators, including the 4‑hour emergency standard and 12‑hour trolley waits.
- Liaise with internal and external specialties, departments, and services to facilitate timely patient movement and progression through the ED.
- Contact specialty teams under the direction of the Shift Co‑ordinator to ensure timely responses, chase outstanding referrals (particularly for patients in the department for over 2 hours) and escalade delays appropriately.
- Identify, monitor, and escalade delayed diagnostics (e.g. CT, MRI, laboratory results) and highlight returned results to the relevant clinical teams.
- Investigate and escalade bed requests to the Site Management Team to support timely admissions.
- Attend Safety Huddles, GRIP, and multidisciplinary meetings, and provide feedback to colleagues unable to attend.
- Liaise with IM&T, MEMO, Security, Portering, and other support services, following appropriate escalation procedures where required.
- Work independently and use own initiative when required, without direct supervision of the line manager.
- Comply with statutory and mandatory training requirements and adhere to departmental procedures, including sickness absence and annual leave reporting.
- Assist with the induction and orientation of new staff within the department.
- Maintain awareness of health and safety responsibilities to ensure a safe environment for staff, patients, and visitors.
- Carry patient medical record files and require a high level of concentration, with the majority of the working day spent using a computer.
- Escalate operational pressures and patient flow concerns to Divisional Silver, departmental management, and Trust operational teams as necessary.
- Maintain and manage patient documentation, including admission notes, ensuring records are complete and appropriately stored.
- Support the department during system downtime in line with Clinical Service Unit Business Continuity Plans.
- Assist patients by providing directions, escorting them to other areas of the hospital when required, and arranging interpreter services for non-native speakers.
- Support clinical teams by coordinating specialty reviews, arranging follow‑up appointments, and ensuring timely clinic follow‑up where required.
- Print approved patient information leaflets and support communication needs.
- Handle daily face‑to‑face interaction with patients, families, and members of the public, being prepared to manage challenging or emotionally distressing conversations, including patients in pain or crisis.
- Complete induction programme training in the use of specific ICT systems to ensure effective support within the Emergency Department; additional mandatory training will cover health and safety protocols, data protection and confidentiality, and safeguarding principles.
Equal Opportunities Statement
UHBW is an equal opportunities employer actively working towards a diverse workforce, aiming to recruit and retain a workforce which represents the rich diversity of the local population at all levels and is committed to designing our services around the needs of individual patients and those around them.
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