Clerical Officer - SPA

Role Overview

Reporting to the SPA Office Manager, the post holder will assist in providing an efficient, effective and comprehensive clerical support service for the District Nursing Primary Care Networks (PCN’s) / Specialist Nursing and Therapy Services and Health Centres managed by the Single Point of Access, which is based in the University Hospital of Hartlepool.

Key Responsibilities

• Work to a rostered Shift Pattern, covering 365 days a year, 24 hours a day, inclusive of Bank Holidays.
• Provide effective and efficient use and co-ordination of patient data / appointment systems.
• Processing of new referrals into the services within SPA into the patients appointment system.
• Good working knowledge of Microsoft Office Packages and IT / Email systems.
• Act as a telephone operator, answering incoming calls and making outgoing calls.
• Work on own initiative, and as part of a Team, with direct supervision from Team Lead / Supervisors / Office Manager and leadership by the Service Leads.
• Provide factual, non-clinical information to patients, callers and health professionals both face to face and over the telephone.
• Provide ad-hoc switchboard / reception cover and customer service of the highest standard, at times at short notice, to the general public and other service users at the Health Centres within the SPA remit.
• Must be proactive and have a flexible approach as this post requires rotation of staff across locations to ensure the effective delivery of services.
• To maintain an efficient office management system / procedures to enable the department / clinical team to optimise their customer / patient care by ensuring that the data entered onto the systems is accurate, complete and up-to-date, identifying issues and acting accordingly.
• To receiving incoming calls and making outgoing calls, communicating with patients and health professionals as required or determined by service needs.
• Effective and efficient use and co-ordination of patient data / appointment systems.
• Processing new referrals – (Urgent and Routine), into the patient record for the requested service.
• Responsible for sending out appointments to relevant patients and health professionals as requested, in a timely manner.
• Printing clinical request forms for collection by clinical staff each morning in a timely manner.
• Typing of letters, reports and other correspondence, and the input and checking of data and information into IT systems.
• To retrieve and generate information to assist in the effective organisation of all patients in accordance with local and national policies and targets.
• General office duties including opening and distributing of post.
• To ensure all routine and / or urgent enquiries are effectively actioned within a prompt timescale using service processes and procedures and an accurate record is maintained.