Clerical Officer

North Tees and Hartlepool NHS Foundation Trust; Tees Valley; On-site; GBP 21,000 - 25,000; Full time

Job summary

University Hospitals Tees is seeking an efficient clerical support officer to assist in the Single Point of Access and related nursing and therapy services. You will work in a roistered pattern across sites within the Trust, handling patient data, referrals, and appointment scheduling.

The role requires proactive, flexible teamwork, with duties including reception, data entry, and providing non-clinical information to patients and health professionals.

Qualifications

• Good working knowledge of Microsoft Office Packages and IT / Email systems.
• Proactive and flexible to rotate across locations.
• Ability to provide factual, non-clinical information to patients and health professionals.

Responsibilities

• Provide clerical support for SPA and related services.
• Manage patient data and appointment systems.
• Process new referrals into patient records.
• Answer calls as telephone operator and provide customer service.
• Prepare patient files and archive records.
• Open and distribute post and maintain supplies.

Job description

Reporting to the SPA Office Manager, the post holder will assist in providing an efficient, effective and comprehensive clerical support service for the District Nursing Primary Care Networks (PCN's) / Specialist Nursing and Therapy Services and Health Centres managed by the Single Point of Access, which is based in the University Hospital of Hartlepool.

Work to a rostered Shift Pattern, covering 365 days a year, 24 hours a day, inclusive of Bank Holidays.

Provide effective and efficient use and co-ordination of patient data / appointment systems.

Processing of new referrals into the services within SPA into the patients appointment system.

Good working knowledge of Microsoft Office Packages and IT / Email systems.

Act as a telephone operator, answering incoming calls and making outgoing calls

Work on own initiative, and as part of a Team, with direct supervision from Team Lead / Supervisors / Office Manager and leadership by the Service Leads.

Provide factual, non-clinical information to patients, callers and health professionals both face to face and over the telephone.

Provide ad-hoc switchboard / reception cover and customer service of the highest standard, at times at short notice, to the general public and other service users at the Health Centres within the SPA remit.

Must be proactive and have a flexible approach as this post requires rotation of staff across locations to ensure the effective delivery of services.

To maintain an efficient office management system / procedures to enable the department / clinical team to optimise their customer / patient care by ensuring that the data entered onto the systems is accurate, complete and up-to-date, identifying issues and acting accordingly.

To receiving incoming calls and making outgoing calls, communicating with patients and health professionals as required or determined by service needs

Effective and efficient use and co-ordination of patient data / appointment systems.

Processing new referrals - (Urgent and Routine), into the patient record for the requested service

Responsible for sending out appointments to relevant patients and health professionals as requested, in a timely manner

Printing clinical request forms for collection by clinical staff each morning in a timely manner,

Typing of letters, reports and other correspondence, and the input and checking of data and information into IT systems.

To retrieve and generate information to assist in the effective organisation of all patients in accordance with local and national policies and targets

General office duties including opening and distributing of post,

To ensure all routine and / or urgent enquiries are effectively actioned within a prompt timescale using service processes and procedures and an accurate record is maintained.

South Tees Hospitals NHS Foundation Trust and North Tees and Hartlepool NHS Foundation Trust have come together to form University Hospitals Tees. As a result, post holders may be required to work across sites within both organisations.

Across University Hospitals Tees, our ambition is to be the best place to work, ensuring we have the right staff in the right roles at the right time to deliver outstanding patient care and experience.

We are committed to supporting our staff through an inclusive and supportive working environment, offering health and wellbeing initiatives, staff benefits, and opportunities for personal and professional development.

We support the 'Making Every Contact Count' approach to behaviour change in the promotion of health and wellbeing of individuals and communities

Ensure that all administration requirements are carried out to a high standard of quality, which meets all departmental, and organisation requirements / procedures and policies

To maintain an efficient office management system / procedures to enable the department / clinical team to optimise their customer / patient care by ensuring that the data entered onto the systems is accurate, complete and up-to-date, identifying issues and acting accordingly.

To receiving incoming calls and making outgoing calls, communicating with patients and health professionals as required or determined by service needs. Provide factual, non-clinical information to patients both face to face and over the telephone

Ability to work in a fast paced and demanding environment.

Effective and efficient use and co-ordination of patient data / appointment systems.

Processing new referrals - (Urgent and Routine), into the patient record for the requested service, complying to the services KPI requirements / processes and policies.

Responsible for sending out appointments / journal entries to relevant patients and health professionals as requested, in a timely manner following service processes.

Printing clinical request forms for collection by clinical staff each morning in a timely manner, to meet the departmental and organisation requirements.

Prepare patient files / service records for archiving, ensuring compliance with Trust Archiving and Record Management Policies and Procedures.

Typing of letters, reports and other correspondence, and the input and checking of data and information into IT systems.

To retrieve and generate information to assist in the effective organisation of all patients in accordance with local and national policies and targets

General office duties including opening and distributing of post, good housekeeping, filing, photocopying and monitoring and maintaining of supplies and stationery.

To ensure all routine and / or urgent enquiries are effectively actioned within a prompt timescale using service processes and procedures and an accurate record is maintained.

Support new team members by demonstrating and explaining routine dept. practices and procedures, undertaking appropriate training and development with new and existing staff ensuring standards of practice are maintained at all times.

Ensure that all tasks are carried out to a high standard of quality which meets all departmental and organisation requirements

Provide ad-hoc switchboard / reception cover and customer service of the highest standard, at times at short notice, to the general public and other service users at the Health Centres within the SPA remit.

Take responsibility for personal development and education and the development of a Personal Development Plan