Job responsibilities
JOB
DETAILS
Job
Title: Clerical
Officer/Receptionist
Reports
to: Assistant Patient
Services Co-ordinator
Accountable
to: Patient Service Co-ordinator
Band: Band 2
Unit/Department: Paediatric Therapy
Location
: Leeds General Infirmary
AfC Job No: 742
2. JOB PURPOSE/SUMMARY
To
provide a high standard of clerical/reception service to patients and the
department, adhering to departmental guidelines and policies.
The
post holder will receive and check documentation, reports, patient
information, processing appropriately, within departmental guidelines,
including entering information on to the appropriate IT system, and retrieve
information as and when required.
To
process patient and other documentation.
To be the first point of contact for patients and other visitors to
the department. To provide an
administrative/clerical service to the department/team. To support the delivery of a high standard
of service to patients, staff and Trust departments.
4. PRINCIPAL DUTIES & AREAS OF
RESPONSIBILITY
Process
patient correspondence/documentation, letters, reports and other
documentation.
To
greet patients and visitors to the department, providing an efficient and
courteous service
Check/enter
patient details on the Patient Administration and other Systems.
Prepare
patient documentation for processing, including inputting or scanning
Report
and respond to any system faults and errors.
Maintain
and update patient/departmental databases, prioritising within departmental
guidelines and escalating unresolved situations/issues to appropriate line
manager
Answer
general telephone enquiries and requests to retrieve patient and other
documentation.
To
ensure that requests for information are dealt with in an efficient and
timely manner.
Follow
Departmental/Trust disposal and destruction procedures of confidential
documentation, in line with Data Protection Act and Confidentiality.
Collect
and deliver patient documentation/reports around Trust when required.
To
deal with telephone and in-person queries from patients and relatives, Trust
staff and external agencies.
To
refer queries or concerns regarding patients and other visitors to the
department to appropriate senior staff.
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:-
Maintain appropriate/agreed levels
of stock and non-stock items, including stationery
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 patient documentation is received and 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
Commitment
to contributing to a quality service in an efficient and effective manner,
implementing agreed improvements to reflect services needs/changes.
Recognises
the importance of Data Protection and confidentiality
Be
aware of what information can be disclosed to staff, patients and other
agencies
Have
understanding of Health and Safety rules and individual responsibilities in
relation to acts and omissions
Have
a logical and problem-solving approach to issues that arise
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. COMMUNICATION & WORKING
RELATIONSHIPS
The need for excellent customer
care skills
Good standard of written and spoken
English
Be aware of, and demonstrate
commitment to the Trusts departmental policies and procedures
Maintaining a safe environment and
their responsibilities in relation to acts and omissions
12. SPECIAL WORKING CONDITIONS
i) PHYSICAL EFFORT:
Frequently
lifting and sorting heavy boxes filled with patient and other documentation.
Sorting,
filing, and general handling of documentation.
Constant
requirement for sitting in a restricted position 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:
Constant
requirement for prolonged concentration.
Constant
working to departmental deadlines and service level agreements
iii)
EMOTIONAL EFFORT:
Potential
for some exposure to distress and emotional circumstances, for instance when
dealing with patients and carers.
iv)
WORKING CONDITIONS:
Potential
problems with extreme temperatures-cold in winter, extreme heat in summer in
some filing/storage facilities.
Potential
for dusty dirty conditions in filing/storage facilities causing breathing
problems.
