Job responsibilities
JOB
PURPOSE
To
provide a high standard of clerical and 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.
KNOWLEDGE,
SKILLS AND EXPERIENCE REQUIRED
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
Practical
Skills
Good interpersonal skills
Effectively communicate with
patients and team members
Experience
IT Skills/computer literate
Previous experience working in an
admin/ customer facing role
Previous admin experience in a
healthcare setting
Experience using our systems
including PAS, K2, PPM+, Microsoft outlook
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
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
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
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
but not limited to:-
o maintain appropriate/agreed levels
of stock and non-stock items, including stationery
o 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 Trust 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 comply with all policies and procedures designed to ensure
equality of employment and that services are delivered in ways that meet the
individual needs of patients and their families. No person whether they are staff, patient
or visitor should receive less favourable treatment because of their 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 personal 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. 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
Liaising
with patients/staff/managers in order to try and ensure compliance with
departmental objectives, service needs and patient care.
iii)
EMOTIONAL EFFORT:
Potential
for some exposure to distress and emotional circumstances, for instance when
dealing with patients and carers. Communicating with patients and relatives
in potentially distressing or emotional circumstances e.g. patients have
received bad news; appointments cancelled etc.
iv)
WORKING CONDITIONS:
Potential
problems with extreme temperatures-cold in winter, extreme heat in summer in
some filing/storage facilities.
