Leeds Teaching Hospitals

Clerical Officer/Receptionist (XN02)

This job is now closed

Job summary

Thank you for your interest in the role of a clerical officer/receptionist at the Leeds Dental Institute.

The post holder will be part of a team delivering outstanding administrative support our clinical teams while providing an excellent customer service to our patients and visitors.

This is a fast-paced role therefore the successful applicant will be expected to be organised and demonstrate a high level of flexibility. The role will require an enthusiasm and commitment to excellent patient care, with the ability to work accurately to deadlines and demonstrate effective time management. The role will provide opportunity for problem solving and working on your own initiative

The role requires working on a computer daily and therefore an understanding of using software packages is essential. Previous experience working in a contact facing role as well as possess excellent communication skills.

We have several posts available including full and part time.

Main duties of the job

The role of clerical officer/receptionist in the team at the Leeds Dental Institute covers a range of tasks which support patient access to our clinical service. This provides an excellent opportunity to learn and develop a wide range of administrative and customer/patient service skills. As part of the team, you will be required to rotate through different tasks such as -

Staffing our reception area where the core responsibilities are to attend patients, update patient records, outcome the clinics and book further appointments.

Managing incoming referrals to our service from dentists, GPs and other specialists using a range of referral platforms.

Working in our hospital office, processing queries from the clinical team, answer telephone calls from service users and their relatives, deal with voicemails, update and maintain the hospital systems, perform basic administrative duties, complete appointment bookings, and maintain shared inboxes.

About us

The Leeds Dental Institute strives to improve patient dental care through research and education and is delivered in partnership between the University of Leeds and Leeds Teaching Hospitals NHS Trust. The Institute provides specialist, consultant led care across a range of clinical specialties while also providing dental care to support the training of the next generation of dental care professionals - dentists, dental hygienists, dental therapists, dental technicians and dental nurses.

At the Leeds Dental Institute, we have a drive to support both excellent patient care and also a supportive and empowering environment for our colleagues to learn, develop and grow. Working within an NHS service can be challenging at times and supporting our team is a priority for our senior leadership team. With your help we can continue to improve and achieve our goal of being the best for patient care

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

13 July 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

C9298-LDI-043

Job locations

Leeds Dental Institute

Clarendon Way

Leeds

LS2 9LU

Job description

Job responsibilities

JOB DETAILS

Job Title: Clerical Officer

Reports to: Supervisor

Accountable to: Patient Services Co-ordinator

Band: 2

Unit/Department: Admin

Directorate: Leeds Dental Institute

Location Leeds Dental Institute

AfC Job No: AFC742

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. Professionalism, honesty, integrity, diligence, fairness, maturity, patience and reliability.

CORE BEHAVIOURS AND SKILLS

Essential core behaviours and skills include:

The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude.

The post-holder will be expected to be a good team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department.

Support and guide colleagues who have less experience or during their induction period.

To provide a high standard confidential, effective and accurate administration service.

Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals.

Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety.

Responsible for appropriate use of equipment within the working environment.

A willingness to undergo all training requirements necessary for the post

CORE KNOWLEDGE AND UNDERSTANDING

Essential core knowledge and understanding to include:

The post-holder to possess a good standard of written and spoken English.

Basic computer literacy and willingness to further computer skills.

A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration.

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

To extract folders from files in preparation for daily clinics.

To sort and file folders returned to the dental records office from daily

outpatient clinics.

To provide a reception service for patients attending for emergency treatment and to register their details.

To extract folders from files for patients who have attended previously and direct patients to other departments.

Make appointments in a polite and helpful manner, following Trust Policies and local guidelines for clinic formats using the relevant Administration System.

Ensure patients have appointments booked with the appropriate clinic in priority according to their clinical needs and in chronological order.

Record information on the relevant Trusts administration system including PAS, in an accurate and timely manner in accordance with local Trust policies.

Ensure all patient correspondence including test results are dealt with promptly.

Retrieve relevant patient information from the appropriate administration system.

Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Taking responsibility for returning any follow up calls as necessary.

Where patients have had a test or and an X-ray prior to their clinic appointment, the results should be traced and obtained and made available at clinic.

Ensure patient information is accurately recorded on PAS including attendance, cancellations and Do Not Attends. Clinic outcomes should also be recorded in accordance with the Trusts policy and procedure.

Ensure all follow up clinic appointments are either booked on PAS or added to the appropriate outpatient waiting list.

Collect additional information as requested, with the aim of monitoring the quality of the service provided in accordance with the Trusts Performance Management Framework.

Obtain information on each patient attendance and in a timely manner accurately record on the Patient Administration System in line with Trust Policy.

Provide suitable cover for other clerical staff in cases of absences, as delegated by the Supervisor.

Assist the member of staff responsible for stationary stock in ensuring an appropriate level is maintained.

Refer to line manager, any changes/cancellations to patient plans and clinics in line with the Outpatient Management Policy.

To open, sort, frank and post mail.

To pay travelling expenses to patients when required.

To arrange ambulance transport via the patient administration system.

To ensure that the area of work is kept clean and tidy.

Any other duties that may be required by line management, commensurate with the grade of the post.

COMMUNICATION & WORKING RELATIONSHIPS

The post holder will be expected to establish, maintain and respect good working relationships and communication with both internal and external organisations, institutions and individuals with whom they come into contact, including those associated with the specialty area and as appropriate within the role. The post holder will be expected to represent themselves and the service in a professional, courteous and respectful manner at all times.

- Consultants and other Senior Clinical Staff

- Junior medical staff

- Multidisciplinary team members e.g. nursing colleagues, AHPs etc

- Own Directorate Managers and others within the Trust

- Colleagues within the Trust

- GPs and administrative staff within Primary Care

- Patients and relatives

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 e.g. patients having received bad news; appointments cancelled etc.

Working Conditions

Potential for extreme temperatures/ dusty conditions in some filing/storage facilities. May encounter verbal aggression from patients, relatives. May be required to sit at VDU for long periods.