Job summary

The post holder will provide reception and clerical duties in a Health Care setting, supporting clinical and non-clinical staff from a multi-disciplinary team. They will be the first point of contact on most occasions for patients and visitors to the site, therefore communication will involve direct contact with patient and visitors both face to face and over the telephone.

Main duties of the job

The post holder will work within a busy team providing customer focused reception duties and clerical support, contributing to the provision of health care by undertaking a wide spectrum of clerical and reception duties within the confines of the role.

The post holder will undertake reception duties at the main entrance to the Ysbyty Cwm Rhondda (YCR) site, and support ward reception duties as and when required. They will be expected to demonstrate a professional manner when liaising with patients, colleagues, members of the public and other agencies.

The post holder will provide accurate communication and clerical services and be required to perform reception duties that are appropriate to the site which can include ward base clerical duties from time to time. These duties will include the co-

ordination of stationery, key management, mail and post services, booking meeting room, ID badges etc.

The post holder will ensure that clerical systems and reception services are delivered efficiently and effectively. Clerical activities will include producing procurement requisitions under the direction of the Team Leader and in accordance with the Financial Control Procedures. The post holder will assist in financial processes such as the collection of daily takings from the catering department, payphone, re-imbursement of patient travel expenses and petty cash payments. The post holder may also be required to work at any Cwm Taf UHB site as directed by their line manager.

About us

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:

We listen, learn and improve We treat everyone with respect We all work together as one team

We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.

Job description

Job responsibilities

The post holder will be able to use a variety of communication and interpersonal skills and establish and maintain effective working relationships with staff at all levels throughout the UHB.

The post holder will:

Plan and prioritise own day to day tasks and workload.Communicate with patients, colleagues, members of the public and other agencies involved in patient and non-patient care both within the University Health Board of other outside agencies.Receive and transmit routine information requiring tactful, persuasive and empathetic skills when dealing with distressed patients and carers in person or by able to diffuse potentially confrontational situations by using diplomacy, tact and empathy when dealing with patients/relatives and members of the public who may be aggrieved or irate.Undertake general reception duties, meeting and greeting clients and non-judgemental and portray a professional image at all time representing the University Health Board.

The post holder will be able to utilise judgement skills when efficiently dealing with any queries that are relayed by staff, patients, relatives, and members of the public attending the site/Ward.

The post holder will be required to organise own daily work processes and prioritise as necessary.

The post holder will maintain records and filing systems, ensuring confidentiality of information/data and be responsible for the receipt and distribution of mail for the Department/Team.

The post holder will maintain and update patient administrative systems and databases efficiently and ensuring accuracy at all times in line with General Data Protection Regulations.

The post holder will undertake general office duties such as:

Receiving, sorting and franking outgoing mail to be dispatched via the mail collection service.Dealing with frequent telephone calls.Undertaking photocopying/faxing as required.Assisting in collecting information for departmental audits as required.Dealing with the collection and receipting of money eg. petty cash.Dealing with requests for ID badges.Liaising with other colleagues/departments as required.Ensuring adequate stationery and stock levels and replenishing items as required.Covering colleagues during time of absence to meet the needs of the Department.

The post holder will routinely access University Health Board IT systems, and be required to use standard keyboard skills to undertake frequent data entry/retrieval of information.

When undertaking ward based duties, the post holder will also be required to resolve appointment issues, retrieve medical records, deal with sensitive correspondence, and will be required to book patients into clinic, check demographic details including telephone numbers, amend notes, clinical systems, addressograph labels as necessary, input appointment outcomes and book necessary follow up appointments in consultation with the patient.

The post holder will make judgements to determine and respond to any non-clinical queries, and redirect clinical queries to the most appropriate member of staff in a timely manner.

The post holder will work within standard operating procedures, however a degree of initiative will need to be used when working unsupervised or off site.

The post holder is expected to adhere to all UHB Policies and Procedures and be responsible for ensuring they keep up to date with all policies and procedure relevant to their role.

The post holder will ensure safe use of all equipment used reporting any faults to the Line Manager and ensure all offices/work areas are secure before leaving at the end of the day and that information/data is correctly and securely stored.

The post holder is expected to adhere to the UHB Financial Control Procedures at all times.

The post holder will ensure their contribution to saving the UHBs Energy is undertaken by switching off unnecessary lighting, PCs and any other equipment when safe to do so; particularly when the office is unmanned and at the end of each day.

All staff are expected to undertake Corporate/Department induction, undergo an annual performance appraisal, attend Mandatory/Statutory training and ensure a personal portfolio of training is kept up to date.

The post holder will undertake audits of own work and complete staff surveys as necessary.

The post holder must be able to save all electronic information to the appropriate file, in line with Cwm Taf UHB procedures and ensure that all information is maintained in a safe and secure way in line with the General Data Protection Regulation Caldicott Report requirements and Health Board policies and procedures.

The post holder will be expected to demonstrate their own duties, to new or less experienced staff within the Team.

The post holder will work within the remit of the role using their initiative, but identifying where support and advice is required.

The post holder should not be expected to work above the remit of this role and agreed band, if at any time they feel this is the case they will need to liaise with their Line Manager.

Person Specification

Knowledge & Experience

Essential

Knowledge of patient administrative systems. Previous customer care experience.

Desirable

ECDL or equivalent IT qualification. Knowledge of Policies and Procedures.

Qualifications, Skills, Experience

Essential

Good standard of education with a minimum of 3 GCSE's or possess equivalent level of skills, knowledge and experience. Experience of undertaking Reception duties or a similar role. Standard keyboard skills and the ability to use Microsoft Office packages eg. Word, Excel, Outlook.

Desirable

NVQ II UB Business Administration and/or Customer Care or equivalent. Knowledge of Cwm Taf UHB IT systems. Experience of working in a similar role within a healthcare of hospital environment.

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