Clerical Officer/Receptionist (XN02)

An exciting and rewarding opportunity has arisen to join our Haemophilia, Thrombosis, Haemostasis and VTE service, in the Oncology CSU. We are looking for an enthusiastic and well-motivated individual to join our team on a 37.5 hours per week working Monday to Friday, 7.5 hours per day within the core working pattern of 8 am until 5 pm.

Excellent customer service is essential to support a positive patient experience. You will be required to prioritise your own workload and meet short deadlines and support the various referral to treatment targets. You will recognise the importance of data protection and confidentiality. All staff are responsible for working with colleagues to maintain and improve the quality of services provided to our patients and service users.

The successful candidate will need to possess excellent communication and organisational skills, good IT skills with the willingness and commitment to learn multiple patient management systems whilst also adhering to all policies and procedures. They will have the ability to prioritise their own workload as well as working as part of a team. They should also demonstrate exceptional skills in customer care ensuring all matters are dealt with in a sensitive and timely manner.

Please note as part of the interview process there will be an administration test.

Expected Shortlisting Date: 30/04/2025

Planned Interview Date: 08/05/2025

Main duties of the job

You will undertake a range of clerical duties which include reception, receiving and inputting of referrals, and booking of patient appointments and transport. The post holder will be able to work flexibly and be able to communicate sensitively and effectively with a wide range of people including, patients, medical staff and the wider multi-disciplinary team. General administrative duties will also include dealing with patient appointments over the phone, so they will be required to understand the imperative need for confidentiality and discretion at all times.

Excellent customer service is essential to support a positive patient experience. You will be required to prioritise your own workload and meet short deadlines and support the various referral to treatment targets. You will recognise the importance of data protection and confidentiality. All staff are responsible for working with colleagues to maintain and improve the quality of services provided to our patients and service users.

You will be expected to check documentation and ensure it is complete and available when needed for clinic. 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.

About us

The Leeds Cancer Centre is one of the most prestigious oncology departments in the UK, providing an ideal infrastructure for high quality multidisciplinary cancer services and ensuring the best outcomes for the catchment population of West Yorkshire and the Yorkshire Cancer Network.

Our values are part of what make us different from other trusts. They have been developed by our staff and set out what we see as important to how we work. Our five values are: Patient-centred, Collaborative, Fair, Accountable and Empowered. All actions and endeavours are underpinned by these values.

The Oncology CSU includes: Medical and Clinical Oncology, Specialist Palliative Medicine, Haematology, as well as Breast and Endocrine Surgery, Thoracic Surgery and Gynaecology Oncology. We are based within the Bexley Wing at St. James Hospital.

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

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.

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.

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:

• 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 service needs/changes.
• Recognise 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.

Person Specification

Experience

• Insight into duties and responsibilities of post.
• IT Skills.
• Be fully conversant with Medical Records policies and procedures and have complete understanding of standards to be achieved.
• Be aware of key indicators and service level agreements within the department.
• Be aware of, and demonstrate commitment to the Trust's departmental policies and procedures.
• Working knowledge of patient-related databases.
• Admin or Clerical Experience.
• Previous Reception/Customer Care Experience.

Qualifications

• Literate / Numerate.
• Willing to undergo training as required.
• Participate in in-service and mandatory training.
• Participate in annual performance appraisal with commitment to agreed PDP (Personal Development Plan).
• NVQ2 in Customer Care or equivalent.

Skills & Behaviours

• Motivated, keen to learn.
• Reliable, Trustworthy, Friendly manner, Attention to detail, Professional attitude, Good Time Keeping.
• Flexible approach to duties and working practices.
• Able to work as part of a multidisciplinary team.
• Able to work on own initiative, within agreed departmental guidelines.
• Committed to working with people.
• Able to adapt to service-led changes.
• Good interpersonal skills.
• Able to work on own initiative within agreed guidelines.
• Team Working.
• Able to locate and collect patient and other documentation from around Trust sites.
• Able to use departmental equipment to file and retrieve documentation.
• Effectively communicate with patients and all levels of staff.
• Maintaining a safe environment and their responsibilities in relation to acts and omissions.

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.