Clerical Officer/Receptionist (XN02)

Job description

Job responsibilities

1. JOB DETAILS

Job Title: Clerical Officer

Reports to: Outpatient Supervisor

Band: 2

Department: Anticoagulation Service

Location SJUH

AfC Job No: 2049

2. JOB PURPOSE/SUMMARY

This role provides a high standard clerical service, reception duties to the department while adhering to departmental guidelines and policies.

To undertake a range of clerical and administrative duties which will include receiving and checking documentation, reports and patient information, processing appropriately within departmental guidelines, entering information onto the appropriate IT system and retrieving information as and when required.

To undertake a range of clerical duties which include reception, receiving and inputting of referrals, and booking of patient appointments and transport. The post holder will be able to work flexibly and be able to communicate sensitively and effectively with a wide range of people including, patients, medical staff and the wider multi-disciplinary team. General administrative duties will also include dealing with patient appointments over the phone, so they will be required to understand the imperative need for confidentiality and discretion at all times.

The post holder will undertake administrative responsibilities in support of the Anticoagulation Service Responsibilities include working within standard operating procedures and policies to help co-ordinate activity, ensuring all relevant information is present for clinics on site and within the community.

3. ORGANISATIONAL CHART

4. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

The post holder will undertake duties within the following range:

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.

Where necessary, to be responsible for handling and/or banking cash and cheques. May be authorised signatory for small cash/financial payments.

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

Person Specification

Qualifications

Essential

• Literate / Numerate
• NVQ2 in Customer Care or an equivalent level of knowledge/experience
• Education to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2
• Commitment to undergo training as required on a range of Patient Administration and other Systems, in-service and mandatory training.
• Participate in annual performance appraisal with commitment to agreed Personal Development Plan (PDP)

Desirable

• NVQ2 in Customer Care

Skills & behaviours

Essential

• Motivated, keen to learn
• Reliable
• Trustworthy
• Flexible approach to duties and working practices
• Professional attitude and behaviour
• Able to adapt to service led changes
• Attention to detail
• Good Time Keeping

Experience

Essential

• Insight into duties and responsibilities of post
• Knowledge of clerical procedures and administrative systems pertaining to the department (acquired through on the job training)
• Previous experience in an office environment (includes work experience at school or college)
• Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures and have complete understanding of standards to be achieved.
• Have understanding of Health and Safety rules and to be responsible for ones own acts and omissions
• Be aware of key indicators and service level agreements within the department.

Desirable

• Working knowledge of patient related databases
• Work experience in a health or social care setting
• Previous reception/customer care experience

Other Criteria

Essential

• Competent keyboard skills to maintain a high quality, accurate and efficient service (keyboard/data entry) with the ability to demonstrate proficiency in the use of software
• Good interpersonal skills
• Able to work on own initiative within agreed guidelines
• Able to work as part of a multidisciplinary team
• Excellent customer care skills
• Effectively communicate with patients and team members
• Good command of spoken and written English
• Able to fulfil Occupational Health requirements for the post with reasonable adjustments as necessary, including:
• Able to locate and collect patient and other documentation from around Trust sites;
• Able to use departmental equipment to file and retrieve documentation.

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.

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)