Clerical Officer/Receptionist (XN02)

Job description

Job responsibilities

JOB PURPOSE

To provide a high standard of clerical/reception service to patients and the department, adhering to departmental guidelines and policies.

The post holder will receive and check documentation, reports, patient information, processing appropriately, within departmental guidelines, including entering information on to the appropriate IT system, and retrieve information as and when required.

JOB DIMENSIONS

To process patient and other documentation. To be the first point of contact for patients and other visitors to the department. To provide an administrative / clerical service to the department/team. To support the delivery of a high standard of service to patients, staff and Trust departments.

The post holder will be required to work evenings, weekends and Bank Holidays on a rotational basis.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Qualifications

Literate and numerate

Experience

Previous Clerical Experience (desirable)

Previous Reception/Customer Care Experience (desirable)

IT Skills/computer literate.

Training

Willing 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 PDP (Personal Development Plan)

Special Knowledge

Insight into role and responsibilities of post

Be fully conversant with Medical Records 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

Committed to working with people

Professional attitude

Practical Skills

Good interpersonal skills

Effectively communicate with patients and team members

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 patient documentation is received and 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

Commitment to contributing to a quality service in an efficient and effective manner, implementing agreed improvements to reflect services needs/changes.

Recognises the importance of Data Protection and confidentiality

Be aware of what information can be disclosed to staff, patients and other agencies

Have understanding of Health and Safety rules and individual responsibilities in relation to acts and omissions

Have a logical and problem solving approach to issues that arise

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

Team Worker

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

Trustworthy

Adaptable

CORE KNOWLEDGE AND UNDERSTANDING

The need for excellent customer care skills

Good standard of written and spoken English

Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures

Maintaining a safe environment and their responsibilities in relation to acts and omissions

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

1. Process patient correspondence / documentation, letters, reports and other documentation

2. To greet patients and visitors to the department, providing an efficient and courteous service

3. Check/enter patient details on the Patient Administration and other Systems.

4. Prepare patient documentation for processing, including inputting or scanning

5. Report and respond to any system faults and errors.

6. Maintain and update patient/departmental databases, prioritising within departmental guidelines and escalating unresolved situations/issues to appropriate line manager

7. Answer general telephone enquiries and requests to retrieve patient and other documentation.

8. To ensure that requests for information are dealt with in an efficient and timely manner.

9. Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality.

10. Collect and deliver patient documentation/reports around Trust when required.

11. To deal with telephone and in-person queries from patients and relatives, Trust staff and external agencies.

12. To refer queries or concerns regarding patients and other visitors to the department to appropriate senior staff.

13. 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

14. Visit and/or work at other designated Trust sites as required to ensure continuity of service/patient care.

15. General office work and any other duties assigned by the Supervisor/Team Leader or Manager, which may include:-

16. Maintain appropriate/agreed levels of stock and non-stock items, including stationery

17. Maintain diaries for senior staff

Person Specification

Qualifications

Essential

• Literate and numerate - GCSE or equivalent in maths and english

Desirable

• NVQ2 in Customer Care or equivalent

Skills & behaviours

Essential

• I.T skills
• Ability to work using own initiative and as part of a team
• Excellent communication skills
• Reliable, organised, calm and friendly manner

Experience

Essential

• Clerical/ Admin/ Receptionist experience
• Experience in working with Customers

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Leeds Teaching Hospitals

Address

Leeds General Infirmary

Great George Street

Leeds

LS13EX

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)