Job responsibilities
JOB
PURPOSE
This
role provides a high standard of clerical service and, where necessary,
reception duties to the department, adhering to departmental guidelines and
policies.
To
undertake a range of clerical duties which include receiving and inputting of
referrals, preparing medical case notes for clinic and booking of patient
appointments. General administrative duties will also include reception cover
of outpatient clinics and dealing with patient queries both over the phone
and face to face.
JOB
DIMENSIONS
The
post holder will work within the department/team to which they are assigned,
working within standard operating procedures, policies and agreed local
procedures relevant to that Department. The role may be patient facing or
non-patient facing.
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
CORE
BEHAVIOURS AND SKILLS
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 AND AREAS OF RESPONSIBILITY
The
postholder will undertake duties within the following range:
1.
To be fully conversant with and adhere to standard operating procedures,
policies and agreed departmental procedures.
2.
To promptly process patient and/or other correspondence, documentation,
letters, reports etc.
3.
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.
4.
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.
5.
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.
6.
Check/enter patient and /or other details on the Patient Administration and
other Systems.
7.
To request and retrieve relevant information from the appropriate
administration system (electronic or paper systems) as necessary including
patient casenotes.
8.
Prepare documentation for processing, including inputting, photocopying or
scanning.
9.
Check documentation is complete and available when needed in relevant clinic
or ward eg casenotes, test results and X-Rays etc.
10.
Where necessary, to be responsible for handling and/or banking cash and
cheques. May be authorised signatory for small cash/financial payments.
11.
Report and respond to any system faults and errors.
12.
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.
13.
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.
14.
Follow Departmental/Trust disposal and destruction procedures of confidential
documentation, in line with Data Protection Act and Confidentiality.
15.
Collect and deliver patient or other documentation/reports around Trust when
required.
16.
Provide suitable cover for other clerical staff in cases of absences, as
delegated by line manager.
17.
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
18.
Visit and/or work at other designated Trust sites as required to ensure
continuity of service/patient care.
19.
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
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.
