Job Title: Clerical Assistant
Overview
The post holder will provide clerical and administrative support to the Estates & Facilities Administration Team. The post holder’s principal role will be to assist in the running of the Estates & Facilities Reception. / The post holder will provide administration duties to the Domestic Services Department. To be responsible for booking staff onto mandatory training, answering of telephone calls and receiving routine information that may be of a sensitive nature ensuring confidentiality is maintained at all times. The post holder will record staff annual leave and sickness onto the E-Rostering system. To be responsible for the bookings of accommodation for medical staff, ensuring all tenancy agreements are adhered to. Attend regular meetings with the Senior Supervisor to discuss work related issues.
NHS Banding
2
Salary
£18K to £19k
Formal Qualifications, education & training required
Good general education to include GCSE (Grade C or above) or equivalent in English.
Word-Processing/Typewriting qualification to at least RSA Stage II (or relevant experience).
Essential skills and competencies
PC skills including file management, email and intranet. Ability to work as part of a team.
To be able to promote a professional image. Excellent communication skills. Able to relay factual and accurate information. Accurate data inputting skills. Ability to understand and maintain filing systems. Able to demonstrate ability to prioritise and organise work to meet changing deadlines.
Desirable skills and competencies
Knowledge of administration procedures
Use of Hospital Information System (HISS) Ability to use all office equipment e.g. photocopiers, shredder, fax machines. Willingness to assist and provide cover for other members of the team
Essential experience
Previous experience undertaking receptionist duties.
Previous experience dealing with telephone requests.
Use of word-processing and spreadsheet software.
Use of Microsoft Word, Excel, and Access.
Job Title: Clerical Officer
Overview
- To receive telephone calls from patients, outside agencies, wards etc., and to deal with these calls and take appropriate action in a professional, helpful, and polite manner.
- To receive written requests for Outpatient appointments via internal tertiary referrals and Order Comms. To date stamp, input referrals onto the CRIS system and prioritise if required
- To make appointments via outbound calls to the patients to fill un-utilised slots.
- To deal with amendments/cancellations, re-scheduling of Outpatient and ward
appointments. - To follow laid down procedures relating to distribution of appointments requests to Consultant Radiologists.
- To ensure that all mail is accurately despatched for collection on a daily basis Monday to Friday.
- To assist on reception back office and A&E reception duties.
- To participate in departmental induction for new staff.
NHS Banding
2 to 3
Salary
£18K to £20k
Formal Qualifications, education & training required
Good general education to include GCSE (Grade C or above) or equivalent in English
Word-Processing/Typewriting qualification to at least RSA Stage II (or relevant experience)
Essential skills and competencies
PC skills including file management, email, and intranet. Ability to work as part of a team. To be able to promote a professional image. Excellent communication skills. Able to relay factual and accurate information. Accurate data inputting skills. Ability to understand and maintain filing systems. Able to demonstrate the ability to prioritise and organise work to meet changing deadlines.
Essential experience
Previous experience of working in a hospital appointments environment may be an advantage but is not essential as full training will be given.
Job Title: Clerical Co-ordinator
Overview
To act as the first point of contact for other medical staff, planned visitors and delegates who have appointments/meetings within the department. ID badges and security checks are undertaken on the first arrival.
• To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff. To provide patients with appropriate and often complex information relating to their examinations.
• To deal with all telephone queries entering the department via the Departmental Call Centre from Patients, General Practitioners, Consultants and other Hospitals, as well as general Departmental matters. This includes changes to appointments, addressing any conflicting appointment information, and requests for images on CD, and fielding calls to radiologists and other members of staff. To ensure that all telephone calls into the Call Centre are answered within the agreed time and in line with the Trust telephone standard.
• The post holder must be able to triage all calls appropriately as well as deal empathetically with people who may be bereaved, distressed or angry using tact, persuasion and discretion and assessing priorities and initiating action as required.
• To provide an agreed level of general and clinical information relating to test and investigations, using sound judgement to know when to pass the caller on to a member of the clinical team and when to deal with directly.
• To undertake the booking process for Patients attending the Imaging Department – this will include the management and processing of all GP direct referrals and internal imaging requests.
NHS Banding
3 to 4
Salary
£19K-£24K
Formal Qualifications, education & training required
- A-Level, NVQ3 or equivalent experience
- Formal Customer Care Training or willingness to undertake
Essential skills and competencies
- Excellent oral and written communication skills
- Good telephone manner
- Good keyboard and IT skills
- Ability to input and retrieve data accurately on a computerised system
- Ability to manage difficult situations.
- Ability to work unsupervised and use own initiative.
- Ability to work within a team as well as independently with a professional
approach towards work and colleagues. - Polite and courteous manner
- Positive and flexible approach to work
- Punctual and enthusiastic
- Assertive attitude
- Friendly outgoing personality
- Smart professional appearance
- Reliable work record
- Able to handle unpredictable situations
- Able to communicate sensitive and contentious information to Patients
Essential experience
- General clerical experience including filing
- Previous NHS experience required
- Knowledge of hospital CERNER patient administration system.
- Previous experience of dealing with patients appointment and booking system
- Knowledge of medical terminology
- Experience in having working relationships with clinicians, GPs, managers, consultants and other clinical staff.
Disclaimer
The salary banding for any NHS post has a clearly defined start point, and salary progression based on nationally negotiated pay scales (Agenda for Change). These bandings and pay points are widely available https://www.nhsemployers.org/pay-pensions-and-reward/agenda-for-change/pay-scales/annual
The agreed starting point for any post is at the bottom of the pay scale with annual progression until the top of the pay scale is reached. Candidates should expect to start on the bottom of the pay scale for the role they are considering unless they have previous directly related NHS experience in a similar role.
