To provide a high standard of clerical/reception service to patients and the department, adhering to departmental guidelines and.....
To provide a high standard of clerical/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. 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. 3. ORGANISATIONAL CHART 4. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Process patient correspondence/documentation, letters, reports and other documentation. To greet patients and visitors to the department, providing an efficient and courteous service 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 and in-person 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:- Maintain appropriate/agreed levels of stock and non-stock items, including stationery Maintain diaries for senior staff 5. 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 6. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT) Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients. By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change. WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition. 7. 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. 8. 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 security and safer working procedures, and reporting incidents using the Trust Incident Reporting system 9. 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. 10. 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. 11. COMMUNICATION & WORKING RELATIONSHIPS 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 12. 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 iii) EMOTIONAL EFFORT: Potential for some exposure to distress and emotional circumstances, for instance when dealing with patients and carers. 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.
