Clerical Officer/Receptionist (XN02)

Leeds Teaching Hospitals; Leeds; On-site; GBP 22,000 - 25,000; Full time

Job summary

A prominent healthcare provider is seeking an enthusiastic Clerical Officer to join their Emergency Department team in Leeds. This role involves providing reception support, accurately registering patients, dealing with inquiries, and collaborating with medical staff. Candidates must be organized, reliable, and capable of managing flexible shifts. Previous clerical and customer care experience is desirable.

Benefits

Continuous training and development

Supportive working environment

Qualifications

• Literate and numerate.
• Good command of spoken and written English.
• Previous clerical experience preferred.
• Able to work flexible shifts including nights and weekends.

Responsibilities

• Register patients accurately into the Emergency Department.
• Deal with inquiries from patients and visitors.
• Maintain patient databases and confidentiality.

Skills

Communication skills

Organizational skills

Interpersonal skills

Customer care

Flexibility

Education

GCSE grade C standard or equivalent

NVQ2 in Customer Care or equivalent

Tools

Patient administration systems

Software proficiency

Job description

Overview

The Emergency Department has an excellent opportunity for an enthusiastic and highly motivated individual to join their administration support team. The prime responsibility of the post holder will be to provide a professional service as part of the front of house reception team for the Emergency Department. Duties include the accurate registration of patients into the Emergency Department, dealing with telephone enquiries from patients, relatives and other visitors to the department, arranging follow up appointments and maintaining accurate information systems. The post holder will be working closely with medical, nursing and other administrative staff. The reception service is provided 24 hours per day over 7 days and the post holders will be expected to work across the two main Emergency Departments at Leeds General Infirmary and St James University Hospital.

Applicants should be able to communicate effectively with a wide range of people including hospital staff and the general public. In addition, the successful applicants should demonstrate excellent organisational skills, be able to work as part of a team and be able to manage their own workload. The ability to work to tight deadlines and be committed to providing a welcoming, efficient and caring service for our patients and their families is an essential part of this role.

Previous applicants need not apply.

Main duties of the job

The successful candidate should be computer literate and have a good working knowledge of clerical duties. Experience of using patient administration systems is an advantage particularly Symphony, however training can be provided. The successful candidate will be required to work a combination of day and night shifts including weekends in each roster and participate in all of the shift patterns listed below. The ability to work from both LGI and SJUH site is essential.

• Shift patterns: 07.00-19.00, 19.00-07.00, 10.00-19.00, 19.00-02.00, 10.00-22.00

Applications are invited from enthusiastic highly motivated individuals who would like to join our busy and friendly team.

Expected Shortlisting Date
30/09/2025

Planned Interview Date
01/10/2025

About us

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.

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

Qualifications

• Literate and numerate
• Education to GCSE grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2
• Good command of spoken and written English

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)
• 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

Core values

• THE LEEDS WAY VALUES: Accountable, Empowered
• 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

Knowledge and Understanding

• Excellent customer care skills
• Be aware of, and demonstrate commitment to the Trust's departmental policies and procedures
• Have an understanding of Health and Safety rules and to be responsible for ones own acts and omissions

Principal duties & areas of responsibility

1. To promptly process patient and/or other correspondence, documentation, letters, reports etc.
2. 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.
3. 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.
4. 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.
5. Check/enter patient and/or other details on the Patient Administration and other Systems.
6. To request and retrieve relevant information from the appropriate administration system (electronic or paper systems) as necessary including patient case notes.
7. Prepare documentation for processing, including inputting photocopying or scanning.
8. Check documentation is complete and available when needed in relevant clinic or ward e.g. case notes, test results and X-Rays etc
9. 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.
10. 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.
11. Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality.
12. Collect and deliver patient or other documentation/reports around Trust when required.
13. Provide suitable cover for other clerical staff in cases of absences, as delegated by line manager.
14. 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.
15. General office work and any other duties assigned by the Supervisor/Team Leader or Manager. 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, complying at all times with the Leeds Teaching Hospitals NHS Trust Policies, including Health and Safety policies, following agreed safe working procedures, and reporting incidents using the Trust Incident Reporting system.
16. Infection Control: The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.
17. 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 should receive less favourable treatment because of gender, ethnic origin, age, disability, sexual orientation, religion etc.
18. 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.
19. Training and Personal Development Continuous Professional Development: The jobholder must take responsibility for personal development by ensuring Continuous Professional Development remains a priority, and undertake all mandatory training required for the role.
20. 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.
21. COMMUNICATION & WORKING RELATIONSHIPS: It is essential that the Clerical Officer maintains and develops good working relationships with all staff, including consultants, nursing staff, managers, medical secretaries, and patient administration staff throughout the Trust.
22. SPECIAL WORKING CONDITIONS: Physical, mental and emotional effort and working conditions are described as part of the role as appropriate.

Person Specification

Additional Requirements

• 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;

Qualifications

• Competent keyboard skills to maintain a high quality, accurate and efficient service (keyboard/data entry)
• 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
• ECDL or equivalent
• NVQ2 in Customer Care

Skills & Behaviours

• Motivated, keen to learn
• Reliable
• Trustworthy
• Flexible approach to duties working practices
• Good interpersonal skills
• Able to work on own initiative within agreed guidelines
• Team Working
• Working knowledge of patient related databases

Experience

• Previous experience in an office environment (includes work experience at school or college)

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.