Clerical Officer - Outpatients (XN02)

Job description

Job responsibilities

Knowledge/Experience

IT skills including keyboard and data entry, with the ability to demonstrate proficiency in the use of software

Knowledge of relevant administrative systems and clerical procedures pertaining to the department (acquired through job training)

Previous clerical experience - this could include school/college work experience

Work experience in a health or social care setting (desirable)

Previous reception/customer care experience (desirable)

Training

Commitment 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 Personal Development Plan (PDP)

Special Knowledge

Insight into role and responsibilities of post

Be fully conversant with Trust 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

Professional attitude

Practical Skills

Good interpersonal skills

Effectively communicate with patients and team members

Personal Motivated

Professional attitude and behaviour

Able to adapt to service led changes

Flexible approach to working practices and duties

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

Adaptable

Trustworthy

CORE KNOWLEDGE AND UNDERSTANDING

Excellent customer care skills

Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures

Have understanding of Health and Safety rules and to be responsible for ones own acts and omissions

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 casenotes.

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

Person Specification

Additional Requirements

Essential

• Able to fulfil Occupational Health requirements for the post with reasonable adjustments as necessary

Skills & behaviours

Essential

• Good interpersonal skills
• Standard keyboard skills
• Able to work on own initiative within agreed guidelines
• Team Working

Desirable

• Working knowledge of patient related databases

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

Desirable

• NVQ2 in Customer Care

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)
• Motivated, keen to learn Reliable Trustworthy Flexible approach to duties and working practices

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)