Clerical Officer/Receptionist

OverviewThe Emergency Department has an excellent opportunity for an enthusiastic and highly motivated individual to join their administration support team. The prime responsibility of the post holder will be to provide a professional service as part of the front of house reception team for the Emergency Department. Duties include the accurate registration of patients into the Emergency Department, dealing with telephone enquiries from patients, relatives and other visitors to the department, arranging follow up appointments and maintaining accurate information systems. The post holders will be working closely with medical, nursing and other administrative staff. The reception service is provided 24 hours per day over 7 days and the post holders will be expected to work across the two main Emergency Departments at Leeds General Infirmary and St Jamess University Hospital.Applicants should be able to communicate effectively with a wide range of people including hospital staff and the general public. In addition, the successful applicants should demonstrate excellent organisational skills, be able to work as part of a team and able to manage their own workload. The ability to work to tight deadlines and be committed to providing a welcoming, efficient and caring service for our patients and their families is an essential part of this role. Previous applicants need not apply.ResponsibilitiesTo 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 case notes.Prepare documentation for processing, including inputting, photocopying or scanning.Check documentation is complete and available when needed in relevant clinic or ward e.g. case notes, test results and X-Rays etc.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: maintaining a safe working environment, reporting incidents, accidents, complaints; understanding the need to maintain and respect patient confidentiality; participate in in-service training; participate in mandatory training annually; participate in annual performance appraisal.General office work and any other duties assigned by the Supervisor/Team Leader or Manager.Standards, Policies & Working ConditionsHealth and Safety/Risk Management, Infection Control, Equality and Diversity, Patient and Public Involvement, Training and Personal Development, Respect for Patient Confidentiality, Communication & Working Relationships, Special Working Conditions. 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. The jobholder must comply with Infection Control policies, practice Universal Infection Control Precautions, and perform hand hygiene as required. The Trust requires involvement of patients and the public in evaluating and planning services and staff must participate in mandatory training and annual appraisals as part of Continuous Professional Development. The jobholder should respect patient confidentiality and communicate effectively with all staff across the Trust.Working conditions may include physical effort (sorting, filing, lifting heavy documentation), mental effort (concentration to meet deadlines), emotional effort (distressful situations), and potential for extreme temperatures or verbal aggression in some environments. Some roles may require long periods at a VDU or use of specialist equipment.Qualifications & SkillsQualificationsLiterate and numerateEducation to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2EssentialCompetent keyboard skills to maintain a high quality, accurate and efficient service (keyboard/data entry)NVQ2 in Customer Care or an equivalent level of knowledge/experienceExperience with IT skills including keyboard and data entry; ability to demonstrate proficiency in the use of softwareDesirableECDL or equivalentNVQ2 in Customer CareExperiencePrevious experience in an office environment (including school/college work experience)DisclosuresThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure to the DBS may be required.DetailsDate posted: 10 September 2025Pay scheme: Agenda for changeBand: Band 2Salary: £24,465 a yearContract: PermanentWorking pattern: Full-time, Flexible workingReference number: C9298-URG-0133Job locations: St. Jamess University Hospital, Beckett Street, Leeds, LS9 7TF; Leeds General Infirmary, Great George Street, Leeds, LS13EXNote: The post may close early due to high demand of applications.About usLeeds Teaching Hospitals is committed to redeploying at-risk staff and reserves the right to close, delay or remove adverts while this process is completed. 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