Leeds Teaching Hospitals

Clerical Officer (XN02)

This job is now closed

Job summary

Childrens Services are wishing to recruit to a clerical officer post within the Paediatric Surgery Scheduling Team. We are looking for enthusiastic and highly motivated individuals. The prime responsibility for the post holder will be to contact patients to offer dates for procedures/surgeries for children and complete the appropriate admission processes. Duties include dealing with telephone enquiries from patients and relatives, maintaining accurate information across a variety of systems, liaising with different professionals and working closely with the Scheduling Co-ordinator. As well as working closely with the Scheduling Co-ordinator, you will also be communicating effectively with the PSC and Business Manager.

Applicants should be able to communicate effectively in both written and verbal form and with a wide range of people including hospital staff and the general public. In addition, the successful applicant should demonstrate excellent organisational skills, be able to work as part of a team and be able to manage their own workload. The ability to work to tight deadlines and be committed to providing a welcoming, efficient and caring service for our patients and their families is an essential part of this role.

The successful candidate should be computer literate and have a good working knowledge of clerical duties. Experience of using patient administration systems is an advantage however is not essential as training will be provided.

Main duties of the job

Main duties of the job

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.

About us

Leeds Teaching Hospitals is one the largest teaching hospital trusts in Europe, with access to leading clinical expertise and medical technology. We care for people from all over the country as well as the 780,000 residents of Leeds itself. The Trust has a budget of £1.1 billion. Our 20,000 staff ensure that every year we see and treat over 1,500,000 people in our 2,000 beds or out-patient settings, comprising 100,000 day cases, 125,000 in-patients, 260,000 A&E visits and 1,050,000 out-patient appointments. We operate from 7 hospitals on 5 sites all linked by the same vision, philosophy and culture to be the best for specialist and integrated care.

Our vision is based on The Leeds Way, which is a clear statement of who we are and what we believe, founded on values of working that were put forward by our own staff.

Our values are to be:

Patient-centred

Fair

Collaborative

Accountable

Empowered

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Date posted

23 October 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

C9298-CHI-0198

Job locations

Leeds General Infirmary

Great George Street

Leeds

LS1 3EX

Job description

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 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.

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.

KNOWLEDGE, SKILLS AND EXPERIENCE

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 and 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

CORE 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

CORE BEHAVIOURS AND SKILLS

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

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.

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.

SPECIAL WORKING CONDITIONS

Physical

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.

Requirement to work at any site within the Trust, in order to meet the needs of the service.

Mental

Frequent requirement for concentration working to departmental deadlines and service level agreements eg inputting, checking, filing, retrieving patient and other documentation.

Emotional

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.