Customer Care Officer

Overview

As a Customer Care Officer in the PRUH Emergency Department, the post holder is responsible for delivering a comprehensive reception and administration service, demonstrating exemplary customer service to patients and visitors. The post holder will be expected to work flexibly within a team to ensure that reception duties are covered 24/7.

• Book patients into the emergency department, answer and direct phone calls, respond to patient/visitor requests, provide admin support, manage inboxes and assist with business continuity and downtime (planned and unplanned).
• Receive and register injured/trauma patients within agreed timescales and customer care standards.
• Ensure accurate and diligent administration with regards to receiving and registering patients, maintaining required Trust data, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed standard.
• Ensure the Emergency Department captures all relevant registration data and that this data is entered into the in-house computer data base, namely EPIC.
• Manage face-to-face enquiries promptly and efficiently, provide an immediate response or refer to the appropriate person, and answer telephone calls in a polite and professional manner, taking accurate messages and ensuring they are given to the appropriate people.
• Deliver a comprehensive reception and administration service to the Emergency Department with accurate data collection, input, and maintenance; work flexibly within a team to ensure department activity data is correct.
• Conduct face-to-face patient contact and telephone work, with the ability to assess when immediate clinical assistance is required. Appropriate training will be provided.
• Provide ad-hoc administration support and assistance during periods of outage/downtime.

• King's College Hospital NHS Foundation Trust is one of the UK's largest teaching Trusts with extensive services across five sites.
• The Trust's strategy and Green Plan emphasise sustainability, equality and inclusion, and digital enablement.
• All staff have a responsibility for safeguarding children and vulnerable adults and for understanding the specific duties of their role.
• Please review recruitment documentation on the microsite; closing dates are given as a guide and vacancies may close early due to high application volumes.

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications;
King's Health Partners AHSC information; and related collaborative details are referenced as part of the organisation context.