Job description

Job responsibilities

Qualifications

Literate and numerate

Education to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2

Good command of spoken and written English

Knowledge/Experience

IT skills including keyboard and data entry, with the ability to demonstrate proficiency in the use of software

Knowledge of relevant administrative systems and clerical procedures pertaining to the department (acquired through job training)

Previous clerical experience - this could include school/college work experience

Work experience in a health or social care setting (desirable)

Previous reception/customer care experience (desirable

Training

Commitment 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 Personal Development Plan (PDP).

Disposition / Attitude

Able to work as part of a multidisciplinary team

Able to work on own initiative, within agreed departmental guidelines

Professional attitude

Practical Skills

Good interpersonal skills

Effectively communicate with patients and team members

THE LEEDS WAY VALUES

Patient-centered

Collaborative

Fair

Accountable

Empowered

CORE BEHAVIOURS AND SKILLS

Personal

Motivated

Professional attitude and behaviour

Able to adapt to service led changes

Flexible approach to working practices and duties

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

Adaptable

Trustworthy

CORE KNOWLEDGE AND UNDERSTANDING

Excellent customer care skills

Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures

Have an understanding of Health and Safety rules and to be responsible for ones own acts and omissions

10. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

1. To promptly process patient and/or other correspondence, documentation, letters, reports etc.

2. 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.

3. 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.

4. 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.

5. Check/enter patient and /or other details on the Patient Administration and other Systems.

6. To request and retrieve relevant information from the appropriate administration system (electronic or paper systems) as necessary including patient case notes.

7. Prepare documentation for processing, including inputting, photocopying or scanning.

8. Check documentation is complete and available when needed in relevant clinic or ward e.g. case notes, test results and X-Rays etc

9. 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.

10. 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.

11. Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality.

12. Collect and deliver patient or other documentation/reports around Trust when required.

13. Provide suitable cover for other clerical staff in cases of absences, as delegated by line manager.

14. 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

15. General office work and any other duties assigned by the Supervisor/Team Leader or Manager,

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.

COMMUNICATION & WORKING RELATIONSHIPS

It is essential that the Clerical Officer maintains and develops good working relationships with all staff. This will involve considerable liaison with consultants, nursing staff, managers, medical secretaries, and patient administration staff throughout the Trust.

SPECIAL WORKING CONDITIONS

i) PHYSICAL EFFORT:

Sorting, filing, and general handling of documentation which may include frequently lifting and sorting heavy boxes filled with patient and other documentation.

Regular requirement for sitting in a restricted position e.g. at a VDU as well as a requirement to use specialist equipment, e.g. steps to file and retrieve documents, trolley to move bulk documentation.

ii) MENTAL EFFORT:

Frequent requirement for concentration working to departmental deadlines and service level agreements e.g. inputting, checking, filing, retrieving patient and other documentation.

EMOTIONAL EFFORT:

Potential exposure to distressing and emotional circumstances, for instance when dealing with patients, relatives and carers e.g. patients having received bad news; appointments cancelled etc.

WORKING CONDITIONS:

Potential for extreme temperatures/ dusty conditions in some filing/storage facilities. May encounter verbal aggression from patients, relatives. May be required to sit at VDU for long periods

Job responsibilities

Qualifications

Literate and numerate

Education to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2

Good command of spoken and written English

Knowledge/Experience

IT skills including keyboard and data entry, with the ability to demonstrate proficiency in the use of software

Knowledge of relevant administrative systems and clerical procedures pertaining to the department (acquired through job training)

Previous clerical experience - this could include school/college work experience

Work experience in a health or social care setting (desirable)

Previous reception/customer care experience (desirable

Training

Commitment 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 Personal Development Plan (PDP).

Disposition / Attitude

Able to work as part of a multidisciplinary team

Able to work on own initiative, within agreed departmental guidelines

Professional attitude

Practical Skills

Good interpersonal skills

Effectively communicate with patients and team members

THE LEEDS WAY VALUES

Patient-centered

Collaborative

Fair

Accountable

Empowered

CORE BEHAVIOURS AND SKILLS

Personal

Motivated

Professional attitude and behaviour

Able to adapt to service led changes

Flexible approach to working practices and duties

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

Adaptable

Trustworthy

CORE KNOWLEDGE AND UNDERSTANDING

Excellent customer care skills

Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures

Have an understanding of Health and Safety rules and to be responsible for ones own acts and omissions

10. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

1. To promptly process patient and/or other correspondence, documentation, letters, reports etc.

2. 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.

3. 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.

4. 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.

5. Check/enter patient and /or other details on the Patient Administration and other Systems.

6. To request and retrieve relevant information from the appropriate administration system (electronic or paper systems) as necessary including patient case notes.

7. Prepare documentation for processing, including inputting, photocopying or scanning.

8. Check documentation is complete and available when needed in relevant clinic or ward e.g. case notes, test results and X-Rays etc

9. 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.

10. 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.

11. Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality.

12. Collect and deliver patient or other documentation/reports around Trust when required.

13. Provide suitable cover for other clerical staff in cases of absences, as delegated by line manager.

14. 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

15. General office work and any other duties assigned by the Supervisor/Team Leader or Manager,

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.

COMMUNICATION & WORKING RELATIONSHIPS

It is essential that the Clerical Officer maintains and develops good working relationships with all staff. This will involve considerable liaison with consultants, nursing staff, managers, medical secretaries, and patient administration staff throughout the Trust.

SPECIAL WORKING CONDITIONS

i) PHYSICAL EFFORT:

Sorting, filing, and general handling of documentation which may include frequently lifting and sorting heavy boxes filled with patient and other documentation.

Regular requirement for sitting in a restricted position e.g. at a VDU as well as a requirement to use specialist equipment, e.g. steps to file and retrieve documents, trolley to move bulk documentation.

ii) MENTAL EFFORT:

Frequent requirement for concentration working to departmental deadlines and service level agreements e.g. inputting, checking, filing, retrieving patient and other documentation.

EMOTIONAL EFFORT:

Potential exposure to distressing and emotional circumstances, for instance when dealing with patients, relatives and carers e.g. patients having received bad news; appointments cancelled etc.

WORKING CONDITIONS:

Potential for extreme temperatures/ dusty conditions in some filing/storage facilities. May encounter verbal aggression from patients, relatives. May be required to sit at VDU for long periods

Person Specification

Experience

Essential

• Previous experience in an office environment (includes work experience at school or college)

Qualifications

Essential

• Competent keyboard skills to maintain a high quality, accurate and efficient service (keyboard/data entry)
• Literate / Numerate
• NVQ2 in Customer Care or an equivalent level of knowledge/experience
• Education to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2

Desirable

• ECDL or equivalent
• NVQ2 in Customer Care

Skills & behaviours

Essential

• Motivated, keen to learn
• Reliable
• Trustworthy
• Flexible approach to duties working practices
• Good interpersonal skills
• Standard keyboard skills
• Able to work on own initiative within agreed guidelines
• Team Working

Desirable

• Working knowledge of patient related databases

Additional Requirements

Essential

• Able to fulfil Occupational Health requirements for the post with reasonable adjustments as necessary, including: able to locate and collect patient and other documentation from around Trust sites;
• able to use departmental equipment to file and retrieve documentation.

Experience

Essential

• Previous experience in an office environment (includes work experience at school or college)

Qualifications

Essential

• Competent keyboard skills to maintain a high quality, accurate and efficient service (keyboard/data entry)
• Literate / Numerate
• NVQ2 in Customer Care or an equivalent level of knowledge/experience
• Education to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2

Desirable

• ECDL or equivalent
• NVQ2 in Customer Care

Skills & behaviours

Essential

• Motivated, keen to learn
• Reliable
• Trustworthy
• Flexible approach to duties working practices
• Good interpersonal skills
• Standard keyboard skills
• Able to work on own initiative within agreed guidelines
• Team Working

Desirable

• Working knowledge of patient related databases

Additional Requirements

Essential

• Able to fulfil Occupational Health requirements for the post with reasonable adjustments as necessary, including: able to locate and collect patient and other documentation from around Trust sites;
• able to use departmental equipment to file and retrieve documentation.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Leeds Teaching Hospitals

Address

Leeds General Infirmary

Great George Street

Leeds

LS1 3EX

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)