Job summary
An exciting opportunity has arisen within axess Sexual Health team for an enthusiastic and motivated individual to undertake the role of clerical officer based in our Knowsley site. As working part of a small reception team, the post will include meeting and greeting patients at the reception, answering the dedicated axess phone lines and general admin duties.
This is a permanent post offering a shift rota over 3-4 days Monday - Friday between 08:30hrs - 20:00hrs flexibility is essential. The successful candidate will be based at The Arch, Knowsley, although ad hoc shifts at our St. Chads clinic in Kirkby would be expected. This will be discussed at interview stage.
Main duties of the job
As working part of a small reception team, the post will include meeting and greeting patients at the reception, answering the dedicated axess phone lines and general admin duties. This post would suit someone who is confident, organised and flexible in their approach and works well as part of a team. Due to the nature of this role, it is expected that the candidate will have a sensitive approach, have excellent communication skills and have an understanding of the high level of confidentiality that this post requires.
You should have previous clerical and keyboard and RSA stage II qualification. Experience of using Electronic Patient Records systems is essential with knowledge of the Sexual HealthLilie system desirable. Excellent communication and customer service skills and telephone manner are also essential, together with the ability to work on your own initiative as well as part of a team.
About us
Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.
The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.
The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.
It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.
To hear more about our achievements click herehttps://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf
Follow us on Social Media:
Facebook - Liverpool University Hospitals Careers
Instagram - @LUHFTcareers
Twitter - @LUHFTcareers
Job description
Job responsibilities
The job role will include the following:
- To receive incoming calls from healthcare professionals and patients wishing to access the service
- To enter and amend patient personal information into Electronic Patient Record systems
- To welcome and greet patients at service reception desks and respond to queries / enquiries from the public, directing patients appropriately
- To process incoming and outgoing calls on the telephone triage line and respond to queries / enquiries from the public, directing patients appropriately
- To follow correct processes for dealing with complaints and escalate as necessary
- To identify necessary changes to local protocols necessary to aid service improvements and highlight these to an appropriate manager
- To prioritise urgent correspondence and enquiries using own initiative and judgement and seeking guidance when required
- To ensure mandatory training compliance is maintained and participate in any training and development relevant to the role
- To follow the reception emergency contingency procedure in relation to computer or network break down
- To adhere to data protection policies and procedures across clinics and sites and ensure that confidential information is not disclosed, and that electronic and paper records are stored securely.
- To communicate fluently and clearly with patients without judgement and with empathy
- To support the processing of patient requests via telephone, email, or text message to cancel or change appointments
- To liaise with colleagues at all levels both within the team
- To undertake any other duties commensurate with the role including cover for and undertaking duties of absent colleagues as and when required
Job description
Job responsibilities
The job role will include the following:
- To receive incoming calls from healthcare professionals and patients wishing to access the service
- To enter and amend patient personal information into Electronic Patient Record systems
- To welcome and greet patients at service reception desks and respond to queries / enquiries from the public, directing patients appropriately
- To process incoming and outgoing calls on the telephone triage line and respond to queries / enquiries from the public, directing patients appropriately
- To follow correct processes for dealing with complaints and escalate as necessary
- To identify necessary changes to local protocols necessary to aid service improvements and highlight these to an appropriate manager
- To prioritise urgent correspondence and enquiries using own initiative and judgement and seeking guidance when required
- To ensure mandatory training compliance is maintained and participate in any training and development relevant to the role
- To follow the reception emergency contingency procedure in relation to computer or network break down
- To adhere to data protection policies and procedures across clinics and sites and ensure that confidential information is not disclosed, and that electronic and paper records are stored securely.
- To communicate fluently and clearly with patients without judgement and with empathy
- To support the processing of patient requests via telephone, email, or text message to cancel or change appointments
- To liaise with colleagues at all levels both within the team
- To undertake any other duties commensurate with the role including cover for and undertaking duties of absent colleagues as and when required
Person Specification
Qualifications
Essential
- Computer / typing skills RSA2/equivalent
- GCSE/Equivalent
Experience
Essential
- Experience of dealing with confidential matters
- Experience of working in a busy office
Knowledge
Essential
- Understanding of issues around confidentiality
Skills
Essential
- Excellent organisational skills
- Good communication skills
- Excellent Customer Care Skills
Desirable
- Ability to use Word / Excel
Other
Essential
- Ability to adapt and a flexible approach to change
Person Specification
Qualifications
Essential
- Computer / typing skills RSA2/equivalent
- GCSE/Equivalent
Experience
Essential
- Experience of dealing with confidential matters
- Experience of working in a busy office
Knowledge
Essential
- Understanding of issues around confidentiality
Skills
Essential
- Excellent organisational skills
- Good communication skills
- Excellent Customer Care Skills
Desirable
- Ability to use Word / Excel
Other
Essential
- Ability to adapt and a flexible approach to change
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
