Clerical Officer/Receptionist

Job summary

Expected Shortlisting Date:

09/12/2024

Planned Interview Date:

17/12/2024

The Brotherton Wing Clinic 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 department.

The department works with many different EPR systems therefore IT knowledge is essential for this role.

The successful candidate will be joining a friendly, patient focused office clinical reception environment, attention to detail, organisational qualities, personal

Main duties of the job

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 is an essential part of this role, flexibility and excellent communication skills will be required.

About us

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Job description

Job responsibilities

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.

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.

3. ORGANISATIONAL CHART

4. 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:-

Maintain appropriate/agreed levels of stock and non-stock items, including stationery

Maintain diaries for senior staff

5. 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

6. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT)

Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.

By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change.

WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.

7. 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.

8. 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 security and safer working procedures, and reporting incidents using the Trust Incident Reporting system

9. 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.

10. 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.

11. COMMUNICATION & WORKING RELATIONSHIPS

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

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.

iv) WORKING CONDITIONS:

Potential problems with extreme temperatures-cold in winter, extreme heat in summer in some filing/storage facilities.

Potential for dusty dirty conditions in filing/storage facilities causing breathing problems.

Person Specification

Skills & behaviours

Essential

Motivated, keen to learn Flexible approach to duties and working practices Able to work as part of a multidisciplinary team Able to work on own initiative, within agreed departmental guidelines Customer Care skills Professional attitude

Qualifications

Essential

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) Literate / Numerate Willing to undergo training as required

Desirable

NVQ2 in Customer Care or equivalent

Other criteria

Essential

Good interpersonal skills Able to work on own initiative within agreed guidelines Team Working Effectively communicate with patients and team members Able to use departmental equipment to file and retrieve documentation.

Experience

Essential

IT Skills Insight into duties 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.

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