Job summary We are seeking to recruit a reliable and self-motivated individual to join the Gynaecology administration team in Womens Services, to be based at St James University Hospital. Main duties of the job Duties include booking patient appointments, being responsible for your own workload and ensuring that high standards of customer services are provided at all times, in a fast-paced working environment. This is an exciting opportunity to further develop a range of administration and customer services skills. About us You will be part of a team of nearly 80 administrative staff, supporting our clinical teams to care for over 27,000 women each year. That makes us the biggest (and we think the best) single provider of obstetrics, gynaecology and fertility services in the country. Our staff are there every step of the way for the women of Leeds and across the region. - We are there for mothers, sisters, daughters and friends who need gynaecology and urogynaecology care, specialising in minimal access and day case surgery, helping women to get well and back on their feet so they can enjoy their lives again. - Every day across the UK, 58 women receive the devastating news that they have a gynaecological cancer. In Leeds 12 women every day are referred to Leeds Womens by their GP to investigate cancer signs and symptoms. We provide all the support our patients need, quickly, and with care and kindness. Were really proud of what we do 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. Date posted 29 January 2025 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year Contract Permanent Working pattern Full-time, Flexible working Reference number C9298-WOM-121 Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities JOB PURPOSE To provide a high standard of clerical and 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. JOB DIMENSIONS 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 KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Special Knowledge Insight into role 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 Practical Skills Good interpersonal skills Effectively communicate with patients and team members Experience IT Skills/computer literate Previous experience working in an admin/ customer facing role Previous admin experience in a healthcare setting Experience using our systems including PAS, PPM, Microsoft outlook 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 CORE BEHAVIOURS AND SKILLS Personal Motivated Professional attitude and behaviour Able to adapt to service led changes Flexible approach to working practices and duties Team Worker 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 Trustworthy Adaptable CORE KNOWLEDGE AND UNDERSTANDING 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 PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Process patient correspondence/documentation, letters, reports and other documentation 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 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 but not limited to:- o maintain appropriate/agreed levels of stock and non-stock items, including stationery o 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 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. KEY RESULT AREAS The jobholder will provide and receive routine information to inform colleagues and clients, liaising with external bodies as required. 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 Liaising with patients/staff/managers in order to try and ensure compliance with departmental objectives, service needs and patient care. iii) EMOTIONAL EFFORT: Potential for some exposure to distress and emotional circumstances, for instance when dealing with patients and carers. Communicating with patients and relatives in potentially distressing or emotional circumstances e.g. patients have received bad news; appointments cancelled etc. 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. Job description Job responsibilities JOB PURPOSE To provide a high standard of clerical and 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. JOB DIMENSIONS 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 KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Special Knowledge Insight into role 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 Practical Skills Good interpersonal skills Effectively communicate with patients and team members Experience IT Skills/computer literate Previous experience working in an admin/ customer facing role Previous admin experience in a healthcare setting Experience using our systems including PAS, PPM, Microsoft outlook 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 CORE BEHAVIOURS AND SKILLS Personal Motivated Professional attitude and behaviour Able to adapt to service led changes Flexible approach to working practices and duties Team Worker 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 Trustworthy Adaptable CORE KNOWLEDGE AND UNDERSTANDING 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 PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Process patient correspondence/documentation, letters, reports and other documentation 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 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 but not limited to:- o maintain appropriate/agreed levels of stock and non-stock items, including stationery o 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 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. KEY RESULT AREAS The jobholder will provide and receive routine information to inform colleagues and clients, liaising with external bodies as required. 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 Liaising with patients/staff/managers in order to try and ensure compliance with departmental objectives, service needs and patient care. iii) EMOTIONAL EFFORT: Potential for some exposure to distress and emotional circumstances, for instance when dealing with patients and carers. Communicating with patients and relatives in potentially distressing or emotional circumstances e.g. patients have received bad news; appointments cancelled etc. 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 Other Criteria Essential Able to fulfil Occupational Health requirements for the post, including: Able to locate and collect patient and other documentation from around Trust sites. Able to use departmental equipment to file and retrieve documentation. Able to work in a patient-facing environment. 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 Qualifications Essential Literate / Numerate - GCSE or equivalent qualification in Maths & English Desirable NVQ2 in Customer Care or equivalent Experience Essential IT Skills/computer literate Previous experience working in an admin/ customer facing role Desirable Experience using our systems including PAS, PPM, Microsoft outlook Previous admin experience in a healthcare setting Skills & Behaviours Essential Motivated, keen to learn Reliable Trustworthy Flexible approach to duties and working practices Friendly manner Good interpersonal skills Able to work on own initiative within agreed guidelines Team working Insight into duties and responsibilities of post Person Specification Other Criteria Essential Able to fulfil Occupational Health requirements for the post, including: Able to locate and collect patient and other documentation from around Trust sites. Able to use departmental equipment to file and retrieve documentation. Able to work in a patient-facing environment. 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 Qualifications Essential Literate / Numerate - GCSE or equivalent qualification in Maths & English Desirable NVQ2 in Customer Care or equivalent Experience Essential IT Skills/computer literate Previous experience working in an admin/ customer facing role Desirable Experience using our systems including PAS, PPM, Microsoft outlook Previous admin experience in a healthcare setting Skills & Behaviours Essential Motivated, keen to learn Reliable Trustworthy Flexible approach to duties and working practices Friendly manner Good interpersonal skills Able to work on own initiative within agreed guidelines Team working Insight into duties and responsibilities of post 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 St. James's University Hospital Beckett Street Leeds LS9 7TF Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)