Overview
We are seeking a highly organised and customer-focused Clerical Officer/Receptionist to join the Outpatient Services team. The role provides administrative support to ensure patients receive high-quality service throughout their outpatient journey. Responsibilities include processing referrals, booking and managing appointments, maintaining accurate patient records, preparing clinic documentation, and delivering a professional reception and telephone service.
Main duties
Work with clinicians and multidisciplinary teams to ensure clinics run smoothly and deliver outstanding patient service. Responsibilities include:
- Process referrals from General Practitioners and other healthcare professionals in line with Trust policies.
- Book appointments in a polite and helpful manner following Trust policies and local guidelines for clinic formats using the relevant Administration System.
- Prioritise appointments according to clinical need and maintain chronological order.
- Arrange transport and interpreting services where appropriate and timely.
- Record information on the Trust administration system (including PAS) accurately and promptly per local policies.
- Handle patient correspondence, including test results, promptly.
- Retrieve relevant patient information from the administration system.
- Respond to telephone inquiries in a polite and discreet manner; take responsibility for follow-up calls as needed.
- Prepare casenotes for each patient attending specified clinics; obtain temporary casenotes only with supervisor permission after complete search.
- Prepare casenotes to ensure they are tidy and contain complete information including referral letters, up-to-date results, patient labels and continuation sheets.
- Trace and provide test results or X-ray results prior to clinic where applicable.
- Track casenotes to the correct location using PAS and handwritten logs where necessary.
- Provide a professional, efficient and friendly reception service for patients and relatives.
- Record attendance, cancellations, and ‘Did Not Attend’ status on PAS; record clinical outcomes per policy.
- Book follow-up clinic appointments on PAS or add to waiting list as appropriate.
- Collect information to monitor service quality in line with the Trust’s Performance Management Framework.
- Obtain attendance information in a timely and accurate manner on PAS.
- Respond to test requests and follow up as appropriate.
- Provide cover for other clerical staff as required by the Assistant Patient Services Coordinator.
- Assist with stationary stock management to maintain appropriate levels.
- Refer changes or cancellations to patient plans and clinics to the line manager in line with Outpatient Management Policy.
About the Trust
The Leeds Teaching Hospitals NHS Trust is committed to delivering high-quality, safe treatment and care to every patient, every time. Our values are Patient-centred, Collaborative, Fair, Accountable and Empowered. We strive to recruit exceptional people and cultivate a diverse, inclusive environment.
Person Specification
Qualifications
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Experience
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Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a DBS disclosure is required.
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