Main area Main Outpatients Department Grade NHS AfC: Band 2 Contract Permanent Hours Full time - 37.5 hours per week (8 - 6 - various patterns within these hours) Job ref 216-SF-A6991812
Employer University Hospitals Plymouth NHS Trust Employer type NHS Site University Hospitals Plymouth Town Plymouth Salary £24,169 Per Annum Salary period Yearly Closing 24/04/2025 23:59
Clerical Officer (Receptionist)
NHS AfC: Band 2
Job overview
This post is part of a professional team working in the Main Outpatient Department, soon to be moving to the new Dartmoor building close to Derriford Hospital. The key responsibility of this role is the efficient, accurate and professional administration and reception cover for the outpatient clinics with strict adherence and compliance to the Access Policy and APN’s (Administrative Procedure Notes).
***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
* Providing reception cover
* Tracing in and out of notes
* Transferring notes from blue boxes into trollies/shelving and vice versa
* Pre-calling of patients to remind of appointments
* First point of call to patients into the Main OPD Dept
* Supporting the clinical staff
Working for our organisation
We are a people business – where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment.
PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100.
We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams.
It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Detailed job description and main responsibilities
PRIMARY DUTIES & AREAS OF RESPONSIBILITY
* The post holder would be trained on the job through a combination of instruction and practice and by attending Patient Casenote, Information Governance and iPM training.
* To ensure that a clear understanding is obtained surrounding data quality and data protection and be able to work to this guidance.
* To ensure that a firm understanding is obtained of all administration processes and APN’s (Administrative Procedure Notes) and be able to work to this level.
* To compile and sort patient clinic attendance sheets and be responsible for checking that the clinics have been received into Reception.
* To receive and welcome patients and relatives to the department and direct to appropriate waiting area.
* To ensure the In Touch system is kept up to date for when patients arrive using the Self Check In Kiosks by checking that clinics are allocated to a waiting area and encourage patients to use.
* To ensure the patient’s details are up to date on both the computer system and update front sheets and labels of Health Record Folder notes as necessary.
* To admit and discharge patients who are attending for minor operations adding the appropriate procedure code where necessary.
* To ensure that patients not eligible for treatment in the hospital complete the appropriate process e.g. overseas visitors.
* To endeavour to accommodate follow up patients that arrive without an appointment that request to be seen once agreed with nurses/clinician. If patient has not been referred into the hospital to advise patient to see their GP.
* To add patients to the follow up waiting list if an e-outcome waiting list hasn’t been generated.
* In compliance with the Access Policy for Planned Care Services ensure all follow up appointments and follow up waiting list entries have the relevant RTT code added to iPM.
* To record the appointment outcome onto iPM system within 24 hours of appointment and input procedure code for the procedure that has taken place during the patient’s consultation.
* To make appointments within six weeks according to the consultant requirements and booking rules.
* To refresh iPM ‘Day Clinic View’ regularly to identify any missing outcomes. This needs to be completed several times a session to ensure each clinic is ‘Cashed Up’.
* To chase up any DNA/Outcome forms during each session to ensure that data is recorded on iPM correctly in accordance with the Access Policy for Planned Care Services.
* To deal with telephone and verbal enquiries from patient, relatives, consultants, other departments and GP practices in a courteous manner seeking advice when required.
* To assist patients with any queries relating to patient hospital transport.
* To promote the Friends and Family survey to patients.
* To support with the Book Wise Room Allocation.
* To ensure that any loose documents are filed in the appropriate section of patient case notes and to tidy and repair any damaged patient case notes if necessary.
* To go through and empty incoming clinics notes boxes into appropriate pigeonholes/space provided.
* To ensure all notes are ready and in the clinic room for the start of daily clinics.
* To trace patient case notes in and out of the department.
* To ensure notes are boxed and labelled appropriately and stacked on pallets for collection.
* To ensure that an individual performance review is obtained from the supervising manager on an annual basis.
* To assist in informal training by showing other members of staff, NVQ’s and NHSP staff the job as requested.
* Provide support to other Outpatient areas across the Trust in the event of sickness, annual leave or vacancies, staffing levels permitting.
* To provide administrative support alongside the nursing team when the needs of the service require this.
* The post holder would have direct patient contact and therefore may come into contact with unpleasant working conditions, due to patients being ill or injured. The post holder would also need empathy and tact to deal with patients that may be anxious, angry or upset.
COMMUNICATIONS & WORKING RELATIONSHIPS
* To be polite, understanding and courteous when dealing with patients. To ensure patient is kept fully informed of any issues affecting their clinic appointment.
* To ensure that a good relationship is maintained with all departments throughout the hospital, in particular that a close working relationship is maintained with clinicians, nursing, and prepping and appointments staff.
* To work collaboratively within a team.
* Reception hours are between 0800-1800, therefore there is a requirement that you are able to work between these times on a rota basis. In addition to this there may be potential for your shifts to be spread over 7 working days in the future.
CONFIDENTIALITY
Matters of a confidential nature with which your work brings you into contact, particularly information relating to the diagnosis and/or treatment of patients’ individual staff records, information regarding contracts, tenders etc. may not be divulged without the authority to do so, disciplinary action will be taken for any breach of confidentiality.
Person specification
KNOWLEDGE & EXPERIENCE
* Ability to undertake training competencies relative to the role
* Previous demonstrable experience in a clinical setting
* Demonstrable experience in working with the general public
QUALIFICATIONS
* GCSE’s 9-4 (A-C) in Maths & English and NVQ level 2 in either business administration or related subject or equivalent demonstrable experience
* Keyboard Skills & Computer Literate
* ECDL
* Familiar with hospital/ clinical systems
APTITUDE & ABILITIES
* Good Communication Skills
* Good Telephone Manner
* Organisational Skills
* Ability to work well in a busy environment
* Good interpersonal skills
* Must be able to cover shift patterns between 0800-1800
* Flexibility to cover colleagues during absences
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