About this role
Job summary We are looking for a highly organised and customer-focused Clerical Officer/Receptionist to join our Outpatient Services team. In this role, you will provide efficient administrative support to ensure patients receive a high-quality service throughout their outpatient journey. You will be responsible for processing referrals, booking and managing appointments, maintaining accurate patient records, preparing clinic documentation, and providing a professional reception and telephone service.
Main duties of the job Working closely with clinicians and multidisciplinary teams, you will help ensure clinics run smoothly while delivering excellent customer service to patients, relatives and healthcare professionals. The successful candidate will have excellent communication and organisational skills, strong attention to detail, and the ability to prioritise a varied workload in a fast-paced environment. Experience in an administrative or customer service role is essential, and previous NHS or healthcare administration experience, including the use of Patient Administration Systems (PAS), would be advantageous. If you are committed to delivering excellent patient care through efficient administration and enjoy working as part of a supportive team, we would welcome your application.
About us The Leeds Teaching Hospitals NHS Trust is committed to delivering the highest quality and safest treatment and care to every patient, every time.
Our vision is to provide the highest quality specialist and integrated care.
We will do this through delivery of our multi-year goals and strategic priorities, which you can read about on this page.
Central to it all is The Leeds Way our values and behaviours that are at the heart of everything we do.
Job description Job responsibilities Why you should join our Team
Leeds Children’s Hospital covers 27 medical and surgical specialties and is one of the largest specialist children's hospitals in the country. We have over 20 inpatient wards, employ over 800 nurses and last year held over 170,000 outpatient appointments and treated over 25,000 surgical patients both electively/non-electively.
What you will bring to the role - Process referral letters received from General Practitioners and other healthcare professionals in line with Trust Policies
- Make appointments in a polite and helpful manner, following Trust Policies and local guidelines for clinic formats using the relevant Administration System.
- Ensure patients have appointments booked with the appropriate clinic in priority according to their clinical needs and in chronological order
- Arrange any special requirements for patients including Transport and Interpreting Services only where appropriate and in a timely and efficient manner
- Record information on the relevant Trust's administration system including PAS, in an accurate and timely manner in accordance with local Trust policies
- Ensure all patient correspondence including test results are dealt with promptly
- Retrieve relevant patient information from the appropriate administration system
- Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Taking responsibility for returning follow up calls as necessary
- Obtain a set of casenotes for every patient attending specified clinics. If the original casenotes cannot be found, only with permission from the Supervisor and only when a complete search has taken place, a Temporary set of casenotes can be made to be used at clinic
- Prepare casenotes to ensure they are tidy and contain complete information including a referral letter, up to date results, patient labels and blank continuation sheets
- Where patients have had a test or and an X-Ray prior to their clinic appointment, the results should be traced and obtained and made available at clinic
- Ensure all casenotes are tracked to the appropriate location using the Case Note Tracking functionality on PAS and hand written logs where necessary
- Provide a professional, efficient and friendly reception service for patients and relatives attending clinics
- Ensure patient information is accurately recorded on PAS including attendance, cancellations and 'Do Not Attends'. Clinical outcomes should also be recorded in accordance with the Trust's Policy and procedure.
- Ensure all follow up clinic appointments are either booked on PAS or added to the appropriate outpatient waiting list.
- Collect additional information as requested with the aim of monitoring the waulity of the service provided in accordance with The Trust's Performance Management Framework
- Obtain information on each patient attendance and in a timely manner accurately record on the Patient Administration System in line with Trust Policy
- Respond to the receipt of test requests and follow-up where appropriate
- Provide suitable cover for other clerical staff in cases of absences, as delegated by the Assistant Patient Services Coordinator
- Assist the member of staff responsible for stationary stock in ensuring an appropriate level is maintained
- Refer to line manager, any changes/cancellations to patient plans and clinics in line with the Outpatient Management Policy
Please see the attached job description for further information about this vacancy.
About Leeds Teaching Hospital NHS Trust 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:
Patient-centred Collaborative Fair Accountable Empowered
All our actions and endeavours will be guided and evaluated through these values
We’re committed to recruiting exceptional people to deliver outstanding services across Leeds Teaching Hospitals NHS Trust and helping every colleague reach their full potential. We’re looking for a compassionate, inclusive, and collaborative leader who shares our values and can build strong partnerships. We warmly invite applications from people from a variety of backgrounds and sectors, and are especially keen to hear from individuals from a minority ethnic background. We’re dedicated to creating a diverse and inclusive environment where everyone feels valued, supported, and has a true sense of belonging, as we work together to deliver the best in healthcare to the people of Leeds and beyond.
Sponsorship Eligibility To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.
We reserve the right to close this advert early if we receive a high number of suitable applications.
Person Specification
Qualifications Essential
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Desirable
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Experience Essential
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Desirable
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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.
Employer details Employer name Leeds Teaching Hospitals
Address Leeds General Infirmary
Leeds
West Yorkshire
LS1 3EX
United Kingdom
Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)