Clerical Officer - Outpatients (XN02)

Job description

Job responsibilities

2. JOB PURPOSE

The Clerical Officer is expected to provide an efficient, effective and accurate administration and reception service in line with the policy statements provided in the Trusts Patient Access policies, to support the delivery of high standard and cost effective treatment for patients.

3. JOB DIMENSIONS

To work within the Trusts outpatient environments to facilitate the smooth, and efficient delivery of the patient administration pathway from referral and throughout the outpatient process.

5. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Essential skills include:

A good standard of basic education

Ability to work on their own initiative and as part of a team

Ability to follow Trust policy and procedures

6. 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-centered

Collaborative

Fair

Accountable

Empowered

All our actions and endeavours will be guided and evaluated through these values

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. CORE BEHAVIOURS AND SKILLS

The behaviours and skills that are required to perform effectively the particular role. The Trust has a set of expected behaviours for all employees and additional behaviours and skills that are expected of managers and supervisors.

8. CORE KNOWLEDGE AND UNDERSTANDING

This can be broken down under different headings, such as professional knowledge and understanding of the organisation and/or department. Core knowledge and understanding underpins performance and it is important to relate it back to the job purpose and key areas of work.

9. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

Process referral letters received from General Practitioners and other healthcare professionals in line with Trust Policies.

Make appointments in a polite and helpful manner, following Trust Policies and local guidelines for clinic formats using the relevant Administration System.

Ensure patients have appointments booked with the appropriate clinic in priority according to their clinical needs and in chronological order.

Arrange any special requirements for patients including Transport and Interpreting Services only where appropriate and in a timely and efficient manner.

Record information on the relevant Trusts administration system including PAS, in an accurate and timely manner in accordance with local Trust policies.

Ensure all patient correspondence including test results are dealt with promptly.

Retrieve relevant patient information from the appropriate administration system.

Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Taking responsibility for returning any follow up calls as necessary.

Obtain a set of case notes for every patient attending specified clinics. If the original case notes cannot be found, only with permission from the Supervisor and only when a complete search has taken place, a Temporary set of case notes can made to be used at clinic.

Prepare case notes to ensure they are tidy and contain complete information including a referral letter, up to date results, patient labels and blank continuation sheets.

Where patients have had a test or and an X-ray prior to their clinic appointment, the results should be traced and obtained and made available at clinic.

Ensure all case notes are tracked to the appropriate location using the Case Note Tracking functionality on PAS and hand written logs where necessary.

Provide a professional, efficient and friendly reception service for patients and relatives attending clinics.

Ensure patient information is accurately recorded on PAS including attendance, cancellations and Do Not Attends. Clinic outcomes should also be recorded in accordance with the Trusts policy and procedure.

Ensure all follow up clinic appointments are either booked on PAS or added to the appropriate outpatient waiting list.

Collect additional information as requested, with the aim of monitoring the quality of the service provided in accordance with the Trusts Performance Management Framework.

Obtain information on each patient attendance and in a timely manner accurately record on the Patient Administration System in line with Trust Policy.

Respond to the receipt of test requests and follow-up, where appropriate.

Provide suitable cover for other clerical staff in cases of absences, as delegated by the Assistant Patient Services Co-ordinator.

Assist the member of staff responsible for stationary stock in ensuring an appropriate level is maintained.

Refer to line manager, any changes/cancellations to patient plans and clinics in line with the Outpatient Management Policy.

Person Specification

Experience

Essential

• Experience of working in an office environment.
• (This includes work experience at school or college)

Desirable

• Experience working with patients in an administrative environment.

Qualifications

Essential

• Good Basic Standard of Education demonstrating excellent communication skills and numeracy.

Desirable

• Minimum of 5 GCSE, NVQ or the equivalent qualifications.

Other Criteria

Essential

• A willingness to undergo training to carry out the job.
• Demonstrate previous experience of training to carry out a job.
• Awareness of the NHS Plan and Modernisation Plans.
• Understanding of the Outpatient Management Policy and other policies in use at the Trust.

Skills & Behaviours

Essential

• Fair, honest and consistent in their approach.
• Diplomatic, self-motivated and enthusiastic with a professional attitude.
• Communicate sensitively and effectively.
• A good team player, with the ability to work flexibly in a diverse and demanding environment.
• Demonstrate the ability to work within local guidelines.
• Basic computer literacy and willingness to further computer skills.

Desirable

• Ability to use the Trusts Patient Administration system.

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)