Clerical Officer/Receptionist (XN02)

1. JOB DIMENSIONS The post holder will work within the department/team to which they are assigned, working within standard operating procedures, policies and agreed local procedures relevant to that Department. The role may be patient facing or non-patient facing. The postholder may be the first point of contact for patients and other visitors to the Department., 2. To promptly process patient and/or other correspondence, documentation, letters, reports etc. 3. 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.

2. 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. 5. 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.

3. Check/enter patient and /or other details on the Patient Administration and other Systems. 7. To request and retrieve relevant information from the appropriate administration system (electronic or paper systems) as necessary including patient casenotes.

4. Prepare documentation for processing, including inputting, photocopying or scanning. 9. Check documentation is complete and available when needed in relevant clinic or ward e.g.

casenotes, test results and X-Rays etc. 10. Where necessary, to be responsible for handling and/or banking cash and cheques. May be authorised signatory for small cash/financial payments.

1. Report and respond to any system faults and errors. 12. 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.

2. 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. 14.

Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality. 15. Collect and deliver patient or other documentation/reports around Trust when required. 16.

Provide suitable cover for other clerical staff in cases of absences, as delegated by line manager. 17. 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 18. Visit and/or work at other designated Trust sites as required ensuring continuity of service/patient care.

1. General office work and any other duties assigned by the Supervisor/Team Leader or Manager, which may include: – o Monitor and maintain appropriate/agreed levels of stock and non-stock items, including stationery and office supplies maintain diaries for senior staff 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 Trusts 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 co-operate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of 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 perusal 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.

1. KEY RESULT AREAS (Optional) The jobholder will provide and receive routine information to inform colleagues and clients, liaising with external bodies as required. 11. COMMUNICATION & WORKING RELATIONSHIPS The post holder will be expected to establish, maintain and respect good working relationship.

2. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED 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 NVQ 2 or equivalent level of knowledge /experience in an office or customer care environment 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) Special Knowledge Insight into role and responsibilities of post Be fully conversant with Trust policies and procedures and have complete understanding of standards to be achieved. Be aware of key indicators and service level agreements within the department.

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 6. 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 The jobholder will place a high value on the quality of service by ensuring that all documentation is received, 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 Recognise the importance of Data Protection and confidentiality Be aware of what information can be disclosed to staff, patients and other agencies Integrity, openness and honesty Able to work across both Trust main sites 7.

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 8. CORE KNOWLEDGE AND UNDERSTANDING Excellent customer care skills Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures Have understanding of Health and Safety rules and to be responsible for ones own acts and omissions 9. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY 1. To be fully conversant with and adhere to standard operating procedures, policies and agreed departmental procedures.