Job responsibilities
1.
JOB DETAILS
Job
Title: Clerical Officer/ Receptionist
Reports
to: APSC/Team Leader or equivalent
Band:
2
Unit/Department:
Directorate:
Radiology & MIS CSU
Location
SJUH
2.
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 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.
3.
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
postholder may be the first point of contact for patients and other visitors
to the Department.
5.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Qualifications
Literate
and numerate
Education
to GCSE grade C standard or equivalent or the ability to pass the Trusts
Basic Literacy and Numeracy Test level 2
Good
command of spoken and written English
NVQ
2 or equivalent level of knowledge /experience in an office or customer care
environment
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
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-centred
Collaborative
Fair
Accountable
Empowered
All
our actions and endeavours will be guided and evaluated through these values
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
7.
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
8.
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
9.
PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY
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 e.g. 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 ensuring
continuity of service/patient care.
19.
General office work and any other duties assigned by the Supervisor/Team
Leader or Manager, which may include:-
o
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.
Patient
and Public Involvement
The
Trust has a statutory duty to involve patients and public in evaluating and
planning services. All staff have a responsibility to listen to the views of
patients and to contribute to service improvements based on patient feedback.
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.
10.
KEY RESULT AREAS (Optional)
The
jobholder will provide and receive routine information to inform colleagues
and clients, liaising with external bodies as required.
