Clerical Officer

Tosupport Urology to reduce DNA rates and increase clinic utilisation, thereby helping to reduce the total waiting list size for Urology.

Responsibilities

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

• Be fully conversant with and adhere to standard operating procedures, policies and departmental procedures.
• Process patient and other correspondence, documentation, letters, reports and other materials promptly.
• Provide a full clerical support service: organise, sort and file documents; manage incoming and outgoing paper and electronic post; photocopy, fax and distribute information by post or email; type letters and other documents.
• Greet patients and visitors, providing an efficient and courteous service and refer queries to appropriate senior staff.
• Plan and book appointments in priority order in accordance with departmental policy, arranging transport or interpreting services as needed.
• Check, enter and maintain patient details on the Patient Administration and other systems.
• Request and retrieve relevant information from administration systems, including patient case notes.
• Prepare documentation for processing, including inputting, photocopying or scanning.
• Ensure documentation is complete and available for clinics or wards (case notes, test results, X‑rays, etc.).
• Report and respond to any system faults and errors.
• Maintain and update patient/departmental databases, ensuring accurate recording and escalating unresolved issues to the line manager.
• Handle telephone and in‑person queries from patients, relatives, staff and external agencies in a polite and helpful manner; return follow‑up calls as necessary.
• Follow department and Trust disposal procedures for confidential documentation, in line with the Data Protection Act and Confidentiality.
• Collect and deliver patient or other documentation across the Trust when required.
• Provide cover for other clerical staff during absences, as delegated by the line manager.
• Maintain a safe working environment, reporting incidents, accidents and complaints.
• Participate in in‑service training, mandatory training annually and annual performance appraisal.
• Visit and/or work at other designated Trust sites as required to ensure continuity of service and patient care.
• Monitor and maintain appropriate levels of stock and non‑stock items, including stationery and office supplies.

Person Specification

Skills & Behaviours

• Highly motivated and enthusiastic.
• Ability to work on own initiative and adapt to changes in circumstances.
• Team player with effective communication skills.
• Excellent customer care skills.
• Strong organisational and computer skills.
• Commitment to maintaining data protection and confidentiality.

Experience

• Competency with IT equipment and typing.
• Experience using IT systems; willingness to learn new systems.
• Knowledge of LTHT policies and Access Policy.
• Experience in a clerical or administrative role in a healthcare setting is an advantage.

Qualifications

• Good standard of education to a minimum of GCSE Level.
• Willingness to undergo additional training and development.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and the submission of a Disclosure and Barring Service check to verify any previous criminal convictions.