Job responsibilities
Job
Title: Clerical
Officer/Receptionist
Reports
to: Supervisor/Team
Leader or equivalent
Accountable
to: Business Manager or equivalent level
Manager
Band: Band 2
Unit/Department:
2. JOB PURPOSE
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.
3. JOB DIMENSIONS
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. ORGANISATIONAL CHART
5. KNOWLEDGE, SKILLS AND EXPERIENCE
REQUIRED
Qualifications
Literate and numerate
Experience
Previous Clerical Experience
(desirable)
Previous Reception/Customer Care
Experience (desirable)
IT Skills/computer literate.
Training
Willing to undergo job training as
required on a range of Patient administration and other Systems.
Participate in in-service and mandatory
training
Participate in annual performance
appraisal with commitment to agreed PDP (Personal Development Plan)
Special
Knowledge
Insight into role and
responsibilities of post
Be fully conversant with Medical
Records policies and procedures and have complete understanding of standards to
be achieved.
Be aware of key indicators and
service level agreements within the department.
Disposition
/ Attitude
Able to work as part of a
multidisciplinary team
Able to work on own initiative, within
agreed departmental guidelines
Committed to working with people
Professional attitude
Practical
Skills
Good interpersonal skills
Effectively communicate with patients
and team members
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 omission
Have
a logical and problem solving approach to issues that arise
Integrity,
openness and honesty
Able
to work across both Trust main sites
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.
CORE BEHAVIOURS AND SKILLS
Personal
Motivated
Professional
attitude and behaviour
Able
to adapt to service led changes
Flexible
approach to working practices and duties
Team
Worker
Attention
to detail
Good
Time Keeping
Communication
Literacy
Numeracy
Verbal,
non-verbal
Able
to communicate with
all levels of staff
Responsibility to others Customer Care skills
Reliable
Trustworthy
Adaptable
CORE KNOWLEDGE AND UNDERSTANDING
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
PRINCIPAL DUTIES AND 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
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 Trusts
Policies, including Health and Safety policies, in particular by following
agreed safe working procedures, and reporting incidents using the Trust
incident reporting system.
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.
Equality
and Diversity
The
jobholder must co-operate with all policies and procedures designed to ensure
equality of employment. Co-workers, patients and visitors must be treated
equally irrespective of gender, ethnic origin, age, disability, sexual
orientation, religion etc
Training
and Personal Development Continuous Professional Development
The
jobholder must take responsibility in agreement with his/her line manager for
his/her own perusal development by ensuring that Continuous Professional
Development remains a priority. The jobholder will undertake all mandatory
training required for the role.
Respect
for Patient Confidentiality
The
jobholder should respect patient confidentiality at all times and not divulge
patient information unless sanctioned by the requirements of the role.
KEY RESULT AREAS
The
jobholder will provide and receive routine information to inform colleagues and
clients, liaising with external bodies as required.
SPECIAL WORKING CONDITIONS
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.
Constant
requirement for prolonged concentration.
Constant
working to departmental deadlines and service level agreements
Potential
for some exposure to distress and emotional circumstances, for instance when
dealing with patients and carers.
WORKING CONDITONS
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
