Clerical Officer - Outpatients (Xn02)

Job summary PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY The Referral and Booking service comprises of small teams working within specialities, they have the responsibility for managing patients pathways for outpatient appointments at the Leeds Teaching Hospitals NHS Trust You will process referral letters received from General Practitioners and other healthcare professionals in line with Trust Policies.
Make appointments in a polite and helpful manner, following Trust Policies and local guidelines for clinic formats using the relevant Administration System.
Ensure patients have appointments booked with the appropriate clinic in priority according to their clinical needs and in chronological order.
Record information on the relevant Trusts administration system including PAS, in an accurate and timely manner in accordance with local Trust policies.
Ensure all patient correspondence including test results are dealt with promptly.
Retrieve relevant patient information from the appropriate administration system.
Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy.
The vacancies will be predominantly telephone based and will be primarily your key role.
You will be responsible for collecting patient information with care and compassion, ensuring all interactions are handled effectively, efficiently and in a way that preserve dignity and confidentiality, all calls are monitored and recorded Main duties of the job JOB PURPOSEThe Clerical Officer is expected to provide an efficient, effective and accurate administration and reception service in line with the policy statements provided in the Trusts Patient Access policies, to support the delivery of high standard and cost-effective treatment for patients.
JOB DIMENSIONSTo work within the Trusts outpatient environments to facilitate the smooth, and efficient delivery of the patient administration pathway from referral and throughout the outpatient process.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Essential skills include:A good standard of basic education Ability to work on their own initiative and as part of a team Ability to follow Trust policy and procedures.
Customer service experience and telephone experience is an essential part of this role About us THE LEEDS WAY VALUESOur 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 Leeds Teaching Hospitals NHS Trust CORE KNOWLEDGE AND UNDERSTANDING This can be broken down under different headings, such as professional knowledge and understanding of the organisation and/or department.
Core knowledge and understanding underpins performance and it is important to relate it back to the job purpose and key areas of work 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.
Expected Shortlisting Date: 05/12/2024 Planned Interview Date: 09/01/2025 Job description Job responsibilities PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY The Referral and Booking service comprises of small teams working within specialities, they have the responsibility for managing patients pathways for outpatient appointments at the Leeds Teaching Hospitals NHS Trust You will process referral letters received from General Practitioners and other healthcare professionals in line with Trust Policies.
Make appointments in a polite and helpful manner, following Trust Policies and local guidelines for clinic formats using the relevant Administration System.
Ensure patients have appointments booked with the appropriate clinic in priority according to their clinical needs and in chronological order.
Record information on the relevant Trusts administration system including PAS, in an accurate and timely manner in accordance with local Trust policies.
Ensure all patient correspondence including test results are dealt with promptly.
Retrieve relevant patient information from the appropriate administration system.
Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy.
The vacancies will be predominantly telephone based and will be primarily your key role.
You will be responsible for collecting patient information with care and compassion, ensuring all interactions are handled effectively, efficiently and in a way that preserve dignity and confidentiality, all calls are monitored and recorded JOB PURPOSE The Clerical Officer is expected to provide an efficient, effective and accurate administration and reception service in line with the policy statements provided in the Trusts Patient Access policies, to support the delivery of high standard and cost-effective treatment for patients.
JOB DIMENSIONS To work within the Trusts outpatient environments to facilitate the smooth, and efficient delivery of the patient administration pathway from referral and throughout the outpatient process.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Essential skills include: A good standard of basic education Ability to work on their own initiative and as part of a team Ability to follow Trust policy and procedures.
Customer service experience and telephone experience is an essential part of this role 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 Leeds Teaching Hospitals NHS Trust CORE KNOWLEDGE AND UNDERSTANDING This can be broken down under different headings, such as professional knowledge and understanding of the organisation and/or department.
Core knowledge and understanding underpins performance and it is important to relate it back to the job purpose and key areas of work.
Person Specification Skills & behaviours Essential Insight into duties and responsibilities of post Knowledge of clerical procedures and administrative systems pertaining to the department (acquired through on the job training) Motivated, keen to learn Reliable Trustworthy Flexible approach to duties and working practices Good interpersonal skills Standard keyboard skills Able to work on own initiative within agreed guidelines Team Working Other Criteria Essential Able to fulfil Occupational Health requirements for the post with reasonable adjustments as necessary, including: able to locate and collect patient and other documentation from around Trust sites; able to use departmental equipment to file and retrieve documentation.
Qualifications Essential Literate / Numerate NVQ2 in Customer Care or an equivalent level of knowledge/experience Education to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2 Desirable NVQ2 in Customer Care Experience Essential Commitment to undergo training as required Desirable Working knowledge of patient related databases