Clerical Officer

Be the first point of contact for the unit/department. Greeting visitors and ensuring people sign in and are met by staff or directed to the right area as appropriate.  Provide reception duties.   Answer telephones, taking and forwarding messages, ensuring that all telephone and personal callers receive a prompt, courteous, non-judgmental and well-informed response.  Respond to queries, dealing with routine matters and passing more complex queries to the appropriate member of staff.  Assist the running of an efficient appointments system, dealing with routine referrals, sending patient letters / information, text reminders, distributing to appropriate clinical team.  Communicate with GPs and other Health Professionals regarding patients who have accessed the service e.g. confirming receipt of referral, clarifying referral details.  Make decisions and judgements concerning information received e.g. referrals and service user queries in order to prioritise and refer on to the appropriate staff/department, or take appropriate action within agreed boundaries.  Assist in ensuring reception/work area is kept presentable and well organised and that confidential information cannot be seen or overheard by visitors.  Plan and prioritise own work to cope with variable demand and interruptions, ensuring quality and completions.  Monitor and maintain stock supplies for the team.  Responsible for operating in line with Trust policy and departmental procedure in respect of tracking and retrieval of health records.   Dealing with routine queries from patients, patients’ families and carers using tact and empathy as required and ensuring complex queries are promptly passed on to the appropriate member of staff.  Be an advocate for services, responding accurately and appropriately to enquiries and requests for information in relation to service provision.

To comply with all Trust policies and procedures, in particular confidentiality, management of patient records and all administration operational policies and procedures. To keep up to date with all policies and procedures.

Ensure timely and efficient input of client demographic information, referrals and waiting times and other activity, performance and quality indicator data onto the Trust’s computerised systems;  EMIS.