Job vacancy: Clerical Officer (ENT Receptionist), University Hospitals Plymouth NHS Trust, Plymouth (2024)

Job summary

Main area: Audiology and ENT
Grade: 2
Contract: Permanent
Hours: Full time - 37.5 hours per week (Saturday cover on a rotational basis - approx. 2 per year with a day off during the week.)
Job ref: 216-LD-S6409200

Employer: University Hospitals Plymouth NHS Trust
Employer type: NHS
Site: ENT and Audiology departments, Level 7, Derriford Hospital.
Town: Plymouth
Salary: £22,383 £22,383 Per Annum Pro Rata
Salary period: Yearly
Closing: 10/07/2024 23:59

Employer heading

Clerical Officer (ENT Receptionist)

2 Job overview

An exciting opportunity has arisen for an enthusiastic, competent, and ambitious individual to join the ENT and Audiology department at UHP as a receptionist.

This post is part of a professional team working in the ENT and Audiology departments. The key responsibility of this role is to provide clerical and reception cover for the clinics and ensure the reception area runs efficiently and effectively.

***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification***

Main duties of the job

To receive and welcome patients to the department and direct to appropriate waiting area. To ensure the patient’s details are up to date on both the computer system and update front sheet of Health Record Folder notes as necessary. . To make follow up appointments as per clinicians request in adherence with clinic booking rules. To ensure patients follow up waiting lists have all relevant information fields completed in line with EOS (Electronic Outcome System). Where required manually adding waiting lists and procedure coding. To deal with telephone and verbal enquiries from patients, relatives, consultants, other departments and GP practices. Be polite, courteous and helpful.

Working for our organisation

We are a people business – where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Detailed job description and main responsibilities

The jobholder would be trained on the job through a combination of instruction and practice and by attending Casenote, Data Protection and iPM training

To compile and sort patient clinic attendance sheets

To receive and welcome patients to the department and direct to appropriate waiting area

To ensure the patient’s details are up to date on both the computer system and update front sheet of Health Record Folder notes as necessary. If service personnel details are incorrect, ensure SPAC office is kept informed

To make follow up appointments as per clinicians request in adherence with clinic booking rules

To ensure patients follow up waiting lists have all relevant information fields completed in line with EOS (Electronic Outcome System). Where required manually adding waiting lists and procedure coding

To deal with telephone and verbal enquiries from patients, relatives, consultants, other departments and GP practices in a courteous manner, seeking advice when required
To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged Health Record Folder

For patients entitled to transport, make arrangements for this

To ensure that the Patient Document Tracking system is kept up to date tracing movement of Patient Case Notes in and out of the department. This will involve moving and handling case notes which maybe heavy to lift

To ensure that patients not eligible for treatment in the hospital complete the appropriate process

To liaise closely with nursing staff and the appointments clerks regarding clinic organisation
To ensure that a firm understanding is obtained of all administration processes in the Trust Waiting List policy and be able to work to this level

To ensure that a clear understanding is obtained surrounding data quality, data protection, case note handling, patient information management systems (iPM) and be able to work to this guidance
To ensure that an individual performance review is obtained from the supervising line manager on an annual basis
The post holder would have direct patient contact and therefore may come into contact with unpleasant working conditions, due to patients being ill or injured and would need empathy and tact to deal with patients that may be anxious, angry or upset and would also need to be patient and understanding
To endeavour to accommodate follow up patients that arrive without an appointment that request to be seen once agreed with nursing/clinician. If patient has not been referred into the hospital give the appropriate advice to patients
To assist in informal training by showing other members of staff, loc*ms or NVQ students the job as requested
To deal with patient outcomes for patients that DNA (Do not attend) their appointment in accordance with the waiting list policy and departmental processes
To highlight any capacity issues for time critical patients to secretarial team/clinical admin manager
Make patients aware of their opportunity to provide feedback through the Friends and Family Test
To attend patients via ‘attend anywhere’ for virtual clinics

Person specification

Qulifications

Essential criteria

GCSE’s 9-4 (A-C) in Maths & English and NVQ level 2 in either business administration or related subject or equivalent demonstrable experience

Desirable criteria

ECDL
Typing qualification

Knowledge and experience

Essential criteria

Previous clerical experience
•Experience of working with the general public
•Demonstrate ability to use all main software packages

Desirable criteria

Deaf awareness training
•Experience of working within a large clinical setting, and using systems such as iPM and patient pathways
Minute taking

APTITUDE & ABILITIES

Essential criteria

Ability to communicate at all levels
Good interpersonal skills
Good level of organisational skills
Accuracy & attention to detail

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY INCLUDING YOUR JUNK FOLDER.

If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100.

We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams.