Job responsibilities
1. JOB DETAILS
Job Title: Clerical Officer
Reports to: Supervisor/Team Leader or
equivalent
Accountable to: Business Manager or equivalent level Manager
Band: 2
Unit/Department:
Directorate: Radiology & MIS CSU
Location
2. 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.
3.
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.
5. KNOWLEDGE, SKILLS AND EXPERIENCE
REQUIRED
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
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
6. 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
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
7. CORE BEHAVIOURS AND SKILLS
Personal 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
Verbal,
non-verbal
Able
to communicate with all levels of staff
Responsibility to others
Customer Care skills
Reliable
Adaptable
Trustworthy
8. 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
9. PRINCIPAL DUTIES & AREAS OF
RESPONSIBILITY
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 e.g. 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 ensuring continuity of service/patient care.
19. General office work and any other
duties assigned by the Supervisor/Team Leader or Manager, which may include:-
o 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.
Patient
and Public Involvement
The
Trust has a statutory duty to involve patients and public in evaluating and
planning services. All staff have a
responsibility to listen to the views of patients and to contribute to
service improvements based on patient feedback.
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.
10.
KEY RESULT AREAS (Optional)
The
jobholder will provide and receive routine information to inform colleagues
and clients, liaising with external bodies as required.
11. COMMUNICATION & WORKING
RELATIONSHIPS
The
post holder will be expected to establish, maintain and respect good working
relatio
