Job responsibilities
JOB
DESCRIPTION AND PERSON SPECIFICATION
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1. JOB DETAILS
Job Title: Clerical Officer/Receptionist
Reports to: Supervisor/Team Leader or
equivalent
Accountable to: Business Manager or equivalent level
Manager
Band: Band
2
Unit/Department:
CSU: Radiology & MIS CSU
Location
AfC Job No: 742
2. 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.
3. 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.
4. ORGANISATIONAL CHART
5. KNOWLEDGE, SKILLS AND EXPERIENCE
REQUIRED
Qualifications
Literate and numerate
Experience
Previous Clerical Experience
(desirable)
Previous Reception/Customer Care
Experience (desirable)
IT Skills/computer literate.
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
6. THE LEEDS WAY VALUES
Our
values are part of what make us different from other trusts, so we see this
as 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 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
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
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
8. 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
9. 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 ensuring continuity of service/patient care.
15. 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
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
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
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
12. SPECIAL WORKING CONDITIONS
i) PHYSICAL EFFORT:
Frequently
lifting and sorting heavy boxes filled with patient and other documentation.
Sorting,
filing, and general handling of documentation.
Constant
requirement for sitting in a restricted position 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.
ii) MENTAL EFFORT:
Constant
requirement for prolonged concentration.
Constant
working to departmental deadlines and service level agreements
iii)
EMOTIONAL EFFORT: Potential for some
exposure to distress and emotional circumstances, for instance when dealing
with patients and carers.
