Clerical Officer/Receptionist (XN02)

Job description

Job responsibilities

JOB PURPOSE/SUMMARY

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.

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.

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

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

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

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

Prepare patient documentation for processing, including inputting or scanning

Report and respond to any system faults and errors.

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

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

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

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

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

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

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

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

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

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

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

Maintain diaries for senior staff

Person Specification

Qualifications

Essential

• Literate / Numerate

Desirable

• NVQ2 in Customer Care or equivalent

Experience

Essential

• IT Skills
• Insight into duties 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.

Desirable

• Working knowledge of patient related databases
• Admin or Clerical Experience
• ECDL or equivalent

Skills & behaviours

Essential

• Motivated, keen to learn
• Reliable, trustworthy and adaptable
• Flexible approach to duties and working practices
• Friendly manner
• 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
• Customer Care skills

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

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Employer's website

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