Job responsibilities
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.
4. ORGANISATIONAL CHART
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
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).
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
7. WEST YORKSHIRE ASSOCIATION OF ACUTE
TRUSTS (WYAAT)
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
8. 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
9. 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
10. PRINCIPAL DUTIES & AREAS OF
RESPONSIBILITY
1. To promptly process patient and/or
other correspondence, documentation, letters, reports etc.
2. 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.
3. 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.
4. 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.
5. Check/enter patient and /or other
details on the Patient Administration and other Systems.
6. To request and retrieve relevant
information from the appropriate administration system (electronic or paper
systems) as necessary including patient casenotes.
7. Prepare documentation for processing,
including inputting, photocopying or scanning.
8. Check documentation is complete and
available when needed in relevant clinic or ward eg casenotes, test results
and X-Rays etc.
9. 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.
10. 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.
11. Follow Departmental/Trust disposal and
destruction procedures of confidential documentation, in line with Data
Protection Act and Confidentiality.
12. Collect and deliver patient or other
documentation/reports around Trust when required.
13. Provide suitable cover for other
clerical staff in cases of absences, as delegated by line manager.
14. 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
15. General office work and any other
duties assigned by the Supervisor/Team Leader or Manager,
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 Trust 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 comply with all policies and procedures designed to ensure
equality of employment and that services are delivered in ways that meet the
individual needs of patients and their families. No person whether they are staff, patient
or visitor should receive less favourable treatment because of their 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 personal 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.
11. COMMUNICATION & WORKING RELATIONSHIPS
It
is essential that the Clerical Officer maintains and develops good working
relationships with all staff. This
will involve considerable liaison with consultants, nursing staff, managers,
medical secretaries, and patient administration staff throughout the Trust.
12. SPECIAL WORKING CONDITIONS
i) PHYSICAL EFFORT:
Sorting,
filing, and general handling of documentation which may include frequently
lifting and sorting heavy boxes filled with patient and other documentation.
Regular
requirement for sitting in a restricted position eg at a VDU as well as a
requirement to use specialist equipment, eg steps to file and retrieve
documents, trolley to move bulk documentation.
ii) MENTAL EFFORT:
Frequent
requirement for concentration working to departmental deadlines and service
level agreements eg inputting, checking, filing, retrieving patient and other
documentation.
iii)
EMOTIONAL EFFORT:
Potential
exposure to distressing and emotional circumstances, for instance when
dealing with patients, relatives and carers eg patients having received bad
news; appointments cancelled etc.
iv)
WORKING CONDITIONS:
Potential
for extreme temperatures/ dusty conditions in some filing/storage facilities.
May encounter verbal aggression from patients.
