Job responsibilities
PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY
- To be fully conversant with and adhere to standard operating procedures, policies and agreed departmental procedures.
- To promptly process patient and/or other correspondence, documentation, letters, reports etc.
- To provide a full clerical support service to the Department including organising, sorting and filing documents and papers; dealing with incoming and outgoing paper and electronic post as required; photocopying, faxing and distributing information by post or email; typing letters and other documents.
- To greet patients and visitors to the department, providing an efficient and courteous service, referring queries or concerns regarding patients and other visitors to the department to appropriate senior staff.
- To plan and book appointments in priority order in accordance with departmental policy in a timely and efficient manner and arrange transport/interpreting services where appropriate.
- Check/enter patient and /or other details on the Patient Administration and other Systems.
- To request and retrieve relevant information from the appropriate administration system (electronic or paper systems) as necessary including patient case notes.
- Prepare documentation for processing, including inputting, photocopying or scanning.
Check documentation is complete and available when needed in relevant clinic or ward eg casenotes, test results and X-Rays etc.
Report and respond to any system faults and errors.
Maintain and update patient/departmental databases, ensuring patient and other information is accurately recorded, prioritising within departmental guidelines and escalating unresolved situations/issues to appropriate line manager.
To deal with telephone and in-person queries from patients and relatives, Trust staff and external agencies in a polite and helpful manner, observing the need for discretion and courtesy. Taking responsibility for returning any follow up calls as necessary.
Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality.
Collect and deliver patient or other documentation/reports around Trust when required.
Provide suitable cover for other clerical staff in cases of absences, as delegated by line manager.
Assisting to maintain high standards of care, including:-
- Maintain a safe working environment, reporting incidents, accidents, complaints
- Understand the need to maintain and respect patient confidentiality
- Participate in in-service training
- Participate in mandatory training annually
- Participate in annual performance appraisal
Visit and/or work at other designated Trust sites as required to ensure continuity of service/patient care.
General office work and any other duties assigned by the Supervisor/Team Leader or Manager, which may include:-
Monitor and maintain appropriate/agreed levels of stock and non- stock items, including stationery and office supplies
maintain diaries for senior staff
5. THE LEEDS WAY VALUES
Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:
Patient-centred
Collaborative
Fair
Accountable
Empowered
All our actions and endeavours will be guided and evaluated through these values
Additionally, the following are core values which relate specifically to this post:
The jobholder will place a high value on the quality of service by ensuring that all documentation is received, checked and processed appropriately, in line with departmental procedures
Respect the contribution of all members within the team/department and the importance of working together to ensure a high standard of patient care
Recognise the importance of Data Protection and confidentiality
Be aware of what information can be disclosed to staff, patients and other agencies
Integrity, openness and honesty
Able to work across both Trust main sites
6. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT)
Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.
By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change.
WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.
7. INFECTION CONTROL
The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.
8. HEALTH AND SAFETY / RISK MANAGEMENT
All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trust Policies, including Health and Safety policies, in particular by following agreed security and safer working procedures, and reporting incidents using the Trust Incident Reporting system
9. EQUALITY AND DIVERSITY
The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families. No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
10. TRAINING AND PERSONAL DEVELOPMENT CONTINUOUS PROFESSIONAL DEVELOPMENT
The jobholder must take responsibility in agreement with his/her line manager for his/her own personal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role.
11. SPECIAL WORKING CONDITIONS
PHYSICAL EFFORT
Sorting, filing, and general handling of documentation which may include frequently lifting and sorting heavy boxes filled with patient and other documentation.
Regular requirement for sitting in a restricted position eg at a VDU as well as a requirement to use specialist equipment, eg steps to file and retrieve documents, trolley to move bulk documentation.
Requirement to work at any site within the Trust, in order to meet the needs of the service.
ii) MENTAL EFFORT
Frequent requirement for concentration working to departmental deadlines and service level agreements eg inputting, checking, filing, retrieving patient and other documentation.
iii) EMOTIONAL EFFORT
Potential exposure to distressing and emotional circumstances, for instance when dealing with patients, relatives and carers eg patients having received bad news; appointments cancelled etc.
iv) WORKING CONDITIONS
Potential for extreme temperatures/ dusty conditions in some filing/storage facilities. May encounter verbal aggression from patients, relatives. May be required to sit at VDU for long periods.
