An opportunity has arisen within the Radiology Clinical Service Unit for highly motivated and enthusiastic candidates to join the team as a Clerical Officer. We are looking for staff that are flexible and willing to cover a rota which may include evening and weekend shifts, and which will also include possible working across our 5 sites. We have vacancies with hours ranging from 22.5 Hours to Full Time at 37.5 Hours per week.
This would be an ideal opportunity for someone looking to expand their experience and knowledge. We will in turn offer support through a structured period of induction and training along with opportunities for professional development in a supportive environment.
The successful candidate will provide a comprehensive administrative/clerical and reception service to the Radiology department in line with Trust departmental guidance and policies. Candidates will need excellent communication skills, the ability to work as part of a team and organise/prioritise their own workload.
Main duties of the job
Some of the many tasks you will undertake are:
1. Attending patients on one of our busy Radiology Receptions, which could be across our 5 sites.
2. Arranging appointments with patients over the telephone for Fast Track, Urgent and Routine appointments. These appointments can be very short notice.
3. Arranging and sending of appointments by letter.
4. Taking and receiving calls from patients and internal staff members with queries using our Net Call telephone system.
5. Processing patient referrals in a timely manner.
6. Maintaining and inputting of patient data on our Radiology system.
About us
In Radiology, we process around 10,000 examination referrals per month. If you're looking for an NHS career in Leeds, you couldn't come to a better place. Leeds Teaching Hospitals NHS Trust is one of the largest NHS Trusts in the UK, employing more than 15,000 people across 7 hospitals over 6 sites. We're also the first major multi-site hospital in the UK to have adopted an under-one-roof approach to patient care, ensuring that we are among the best in the country for patient survival rates. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this The Leeds Way and its focus is on our values of being patient-centered, fair, collaborative, accountable and empowered.
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.
Job responsibilities
1. JOB DETAILS
Job Title: Clerical Officer
Reports to: Supervisor/Team Leader or equivalent
Accountable to: Business Manager or equivalent level Manager
Band: Band 2
Unit/Department:
Location:
2. JOB PURPOSE
This role provides a high standard of clerical service and, where necessary, reception duties to the department, adhering to departmental guidelines and policies.
To undertake a range of clerical and administrative duties which will include receiving and checking documentation, reports and patient information, processing appropriately within departmental guidelines, entering information onto the appropriate IT system and retrieving information as and when required.
3. 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 post holder may be the first point of contact for patients and other visitors to the Department.
5. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Qualifications:
* Literate and numerate
* Education to GCSE grade C standard or equivalent or the ability to pass the Trust's 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.
* Able to work as part of a multidisciplinary team
* Able to work on own initiative, within agreed departmental guidelines
Professional attitude:
* Good interpersonal skills
* Effectively communicate with patients and team members
6. THE LEEDS WAY VALUES
Our values are part of what makes 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:
* 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
* Good Time Keeping
* Communication Literacy
* Numeracy
* Able to communicate with all levels of staff
* Responsibility to others
* Reliable
* Adaptable
* Trustworthy
8. CORE KNOWLEDGE AND UNDERSTANDING
* Excellent customer care skills
* Be aware of, and demonstrate commitment to the Trust's departmental policies and procedures
* Have understanding of Health and Safety rules and to be responsible for one's 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.
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.
4. 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.
6. 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 case notes.
8. 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. case notes, 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.
11. 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.
13. 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
* Visit and/or work at other designated Trust sites as required ensuring continuity of service/patient care.
* 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 Trust's 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 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 (Optional)
The jobholder will provide and receive routine information to inform colleagues and clients, liaising with external bodies as required.
COMMUNICATION & WORKING RELATIONSHIPS
The post holder will be expected to establish, maintain and respect good working relationships.
Person Specification
Skills & behaviours
* Able to work as part of a multidisciplinary team
* When have you had to be professional towards patients/customers
* Flexible approach to working practices and duties
* When have you shown flexible working patterns
Experience
* Previous experience in an office environment (includes work experience at school or college)
* What experience have you gained
* Standard keyboard skills to maintain a high quality, accurate and efficient service (keyboard/data entry)
* What Microsoft packages have you used
Qualifications
* Education to GCSE grade C standard or equivalent or the ability to pass the Trust's Basic Literacy and Numeracy Test level 2
* Training Courses you have attended
* NVQ2 in Customer Care
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.
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