Reception, Pull & Prep Clerk - Outpatients, Leigh

The Healthcare Operations Department are looking to recruit a 12-month temporary Clinic Prep Clerk for 37.5 hours per week within the Prep Team based at Leigh Infirmary; however, you may be required to work on other sites if cover is needed. The service operates Monday to Friday between 7.30am and 6pm and Saturdays between 8.30am and 3pm. You would be expected to be able to work flexibly covering these hours.

You must be a motivated, enthusiastic individual who possesses excellent interpersonal and communication skills with an ability to work effectively within a team. You must also have knowledge of general office systems and protocols in a customer-related environment.

Main duties of the job:

• Provide full administrative support to the Outpatient Service Department, by the timely and accurate preparation of Outpatient clinics and reception of patients.
• Ensure patient’s needs are central to the delivery of the service, demonstrating first-class customer service skills along with a professional telephone manner.
• Must be educated to GCSE level or equivalent/relevant experience and demonstrate keyboard skills.
• Be flexible and able to adapt quickly to change and altering work patterns.
• Cover various admin and clerical duties in line with service demands.

Detailed job description and main responsibilities:

• Ensure that all patients’ case-notes are prepared and available in advance of the clinic in accordance with procedure.
• Receive patients at reception and ensure that all patient demographic details are updated both on HIS and in the case-notes.
• Book all patient follow-up appointments in accordance with clinic rules and deal with enquiries from the general public and other disciplines of staff regarding clinic bookings.
• Record all clinic outcomes and other information within agreed deadlines.
• Ensure case-notes are transported between areas in a secure and confidential manner in line with Caldicott guidance.
• Assist members of the medical and nursing staff with any queries during the course of the clinic.
• Deal with walk-in patients to clinic, ensuring that the patients’ case-notes are obtained and transported as quickly as possible.
• Provide outpatient clinic lists and booking summaries for consultants and nursing staff and produce patient labels as required.
• Action departmental post in a timely manner and ensure that all consultant correspondence is taken into clinic and returned to the appropriate person following clinic.
• Liaise with the Transport Department to ensure the deadlines for receipt and dispatch of case-notes is strictly adhered to.
• Receive and process telephone messages in accordance with instructions.
• Utilise the Trust’s IT resources appropriately and in adherence to policies and procedures.
• Maintain accurate, timely and legible records.
• Demonstrate effective communication using the spoken word to influence outcomes.
• Demonstrate awareness and sensitivity of patients with hearing difficulties and where patient’s language is not English.
• Provide any other duties that may be required relevant to this grade.

Person specification:

• Must be able to work flexibly and where appropriate cover annual leave or sickness.
• Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.

Knowledge:

• Knowledge of general office systems and protocols in a customer-related environment.
• Ability to follow guidelines and procedures.
• Knowledge of IT systems and packages within the workplace.
• Good understanding of customer care practices and procedures.

Skills:

• Able to demonstrate keyboard skills with attention to accuracy.
• Demonstrate a good telephone manner.
• Must work well as part of a team but also able to work on own initiative.
• Demonstrate excellent communication skills with all disciplines of staff.
• Good organisational skills.
• Work efficiently to targets and deadlines and able to prioritise and manage workloads.
• Ability to learn quickly and adapt to change in circumstances.

Experience:

• Experience of working in a busy, pressurised customer-focused environment dealing with frequent interruptions.
• Recent work experience with an administration/office setting.
• Experience of using IT systems in the workplace.

Qualifications:

• Educated to GCSE or equivalent level or demonstrate equivalent experience.