Leeds Teaching Hospitals

Clerical Officer - Outpatients (XN02)

The closing date is 07 August 2025

Job summary

We are looking for an enthusiastic Clerical Officer to come and join our Patient Centred Clerical team in the Referral and Booking Service at Leeds Teaching Hospital Trust.

The successful candidate will contribute to the provision of a comprehensive patient administration functionalities within the Outpatient Clinic Service Unit,

Duties include the below

Telephone work will be primarily your key role, receiving and making high volumes of telephone calls to and from patients regarding appointments. Standardised scripts are followed and Calls are monitored and recorded.

Other general patient administration duties.

The post holder will be required to maintain and provide a patient focused confidential, efficient and accurate administration service in line with the procedures set out in the Trusts Patient Access policies. You will need to be able to liaise with staff throughout the Trust and patients dealing effectively and efficiently with their enquiries.

This post could be based at any of the following sites within Leeds Teaching Hospitals Trust, Leeds General Infirmary, St James University Hospital and Chapel Allerton Hospital

The vacancies are as follows:-

Saturday and Sunday 8am - 4.30pm - 16 hours per week this working pattern has to be adhered to.

Expected Shortlisting Date

05/08/2025

Planned Interview Date

12/08/2025

Main duties of the job

Other general patient administration duties.

The successful candidate will be the first point of contact for patients and their families providing a high standard of customer service. They will need to possess excellent telephone skills, excellent IT skills and must have a flexible approach to work. They must have the ability to prioritise their own workload as well as work as part of the team.

About us

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 beliefs and attitudes that underpin effective performance within the job role. Emphasis should be on the requirements of the role not the individual when completing this section. Examples might include: quality focus, mistakes are used as a continual learning experience, honesty, integrity etc.

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

17 July 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,465 a year

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

C9298-OPD-0077

Job locations

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Job description

Job responsibilities

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.

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.

To be fully conversant with and adhere to standard operating procedures, policies and agreed departmental procedures.

To promptly process patient and/or other correspondence, documentation, letters, reports etc.

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.

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.

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.

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

To request and retrieve relevant information from the appropriate administration system (electronic or paper systems) as necessary including patient casenotes.

Prepare documentation for processing, including inputting, photocopying or scanning.

Check documentation is complete and available when needed in relevant clinic or ward eg casenotes, test results and X-Rays etc.

Where necessary, to be responsible for handling and/or banking cash and cheques. May be authorised signatory for small cash/financial payments.

Report and respond to any system faults and errors.

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.

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.

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

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

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

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:-

Monitor and maintain appropriate/agreed levels of stock and non-stock items, including stationery and office supplies

maintain diaries for senior staff