NHS LOTHIAN – University Hospitals Division Directorate of Clinical Radiology 1. JOB IDENTIFICATION Job Title: Clerical Officer Responsible to : Administration Manager Department : Radiology Directorate: DATCC Operating Division: Acute Services Job Reference: 026256 No of Job Holders: 8 Last Update (insert date): 06/04/18 2. JOB PURPOSE To provide clerical, reception, waiting list and appointment support ensuring a high quality of service in acute and busy areas throughout the Radiology Department at the DCN/RHCYP on the Royal Infirmary site at Little France.. 3. DIMENSIONS The Radiology Department has two Sectors. The East Sector consists of the Royal Infirmary, Royal Hospital for Sick Children, Directorate of Clinical Neurology and Primary Care (Leith Community Treatment Centre, Lauriston Building and ELCH Hospital). The West Sector consists of the Western General Hospital, and St John’s Hospital. This post will be based in the new DCN/RHSC building on Little France site. The postholder may be required to work at any of the above sites. There may be a requirement to work weekends on a rotational basis and occasional evenings. Clerical officer RHSC July 18 13/07/2020 Page 1 of 7 4. ORGANISATIONAL POSITION Admin & Clerical Organisational Chart Radiology Manager Administration Manager PA Departmental Reception Supervisor Medical Secretaries to Radiology Clinical Director / Administrator Clerical Officer Service Manager, Clincal Support Receptionist Band 2 (This post) Chart updated Jan 17 5. ROLE OF DEPARTMENT The department provides a high quality and effective radiological service to patients within Lothian, a tertiary service for South East Scotland and specialist services for the rest of Scotland. 6. KEY RESULT AREAS 1. To receive patients in an efficient, polite and courteous manner ensuring that nobody is kept waiting at reception and alert radiographers and sonographers of patient’s arrival and provide any documentation required. 2. Deal with telephone and face to face enquiries from all staff groups, patients, relatives, carers, and other agencies providing information and basic clinical advice, directing and prioritising queries as appropriate to ensure efficiency and effectiveness of service delivery. 3. To ensure that patient information and Radiology information is entered accurately onto the computer system such that the integrity of the database is of a high standard 4. Schedule appointments in accordance with policy and procedures and waiting times by mail, face to face, and by telephone for all routine and non-routine radiological procedures (Ultrasound, Nuclear Medicine, Fluoroscopy, Magnetic Resonance Imaging, Computed Tomography) taking into account type of procedure (and multi procedures), location, availability of consultants, exam preparation, follow up appointments, and any special requirements. 5. Organise and send out preparations / laxatives to patients where preparation is required prior to the examination. Clerical officer RHSC July 18 13/07/2020 Page 2 of 7 6. To answer patient questions regarding Metformin usage following a rigid CT protocol. 7. To organise the provision of an interpreter as required. 8. To collate and check submitted MRI screening forms. 9. To liaise with Prison officials, accompanying patients, as required. 10. To answer the telephone, faxes and emails and relay information quickly, accurately and in a polite manner. 11. To work in other areas of the department as required undertaking clerical / administrative / filing duties. 12. Health & Safety – To take all required steps to comply with and minimise risk to self, colleagues and visitors. 13. To participate in mandatory training and e-KSF. 14. To maintain confidentiality of patient details at all times. 15. To assist colleagues in times of absence and increased activity. 7a. EQUIPMENT AND MACHINERY Personal Computer – Produce correspondence, communicate, extract and record information. Fax – Send and receive documents. Photocopier - Duplicate information. Telephone – Communicate both internally and externally. Printers – Print off hard copy documents. Bar Code Reader Laminator Clerical officer RHSC July 18 13/07/2020 Page 3 of 7 7b. SYSTEMS Microsoft Office including Word, Access, Excel, PowerPoint, Outlook (e-mail and diary) and Internet Explorer. Trak – Hospital Information system Winscribe– digital dictation system used for transcribing reports and correspondence SCI Gateway and e-referral Electronic data storage e.g. Word, Excel and PowerPoint used for obtaining, inputting, searching, Pager and Bleep system- to contact staff. Electronic call system- to contact staff within the department. Internet / Intranet 8. ASSIGNMENT AND REVIEW OF WORK The overall workload is generated by the radiological caseload and the professional roles of the medical staff the Radiology Department. This includes: Radiological caseload - reports generated & sent out directly relate to this; numbers for clinics, meetings, etc. are also a reflection of the radiological caseload. The requirements of outside hospitals. Patient enquiries. Staff requirements; e.g. for training purposes teaching material is generated in preparation for new staff members. Supervision and Review The post holder works directly to the A&C Supervisor/Administration Manager. There is a 3 month probationary period for all new staff There will be an Annual appraisal. There are ad hoc meetings for sickness/absence return from work as required There will be monthly staff meetings for all staff 9. DECISIONS AND JUDGEMENTS Reception / Appointment / Filing staff are not directly supervised and they are expected to use their own initiative to make day to day decisions on workload priorities, enquiries and issues within the reception / appointment / filing areas. The Administration Manager is available to help and advise with more complex and technical problems associated with various computer and filing systems or to sort out any personal / personnel type issues which may arise within the working areas. Clerical officer RHSC July 18 13/07/2020 Page 4 of 7 10. MOST CHALLENGING / DIFFICULT PARTS OF THE JOB . Work is mainly computer based and sitting for long periods at desks . Remaining calm and polite in all situations particularly within patient areas. Utilising systems to ensure appointments are booked timeously . Being able to work in other areas / departments / hospitals as allocated by the Administration Manager . Being able to cope and multi-task in a very busy environment whilst remaining calm under pressure. 11. COMMUNICATIONS AND RELATIONSHIPS In all areas the post holder should acknowledge the confidential and sensitive nature of the topics discussed and use skills of tact and diplomacy. Communication can be in person, by phone, letter, fax or email. Care should be taken to present information in accordance with each method of communication. Internal communication. Liaise with the Administration Manger, Secretarial Staff and other Clerical Personnel to ensure the completion of all A&C tasks accurately and economically. Converse with Radiographers regarding appointments etc. and areas in which their role requires administrative duties. Liaise with Consultants with regards to their requirements and priorities. Liaise with hospital personnel such as the Management team, Consultants, secretaries, doctors, nurses and A&C staff. Department of Health Records- to request case records External communication. Communicate with patients/carers regarding information relating to appointments, admissions, travel arrangements and expenses, the system for providing examination results and some explanation of radiological procedures. RHSC Specific. Hospitals out with the Division- Request and send out x-rays and reports and ensure their safe arrival. Office supplies company. Communicate with other health boards thorough out Scotland and the UK. General Practitioners. Police – Redirect calls/organise meetings with Consultant Radiologists. Procurator Fiscal. Solicitors. Clerical officer RHSC July 18 13/07/2020 Page 5 of 7 Central Legal Office. 12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB Physical Demands: PC skills demand a high degree of accuracy Requirement to move between sites within NHS Lothian Mental Demands: Concentration is required to ensure the radiological information in entered accurately into the database whilst dealing with patients at reception and also telephone calls - this is difficult with the constant interruptions. Emotional Demands: Dealing with distressed patients, particularly in areas such as the Ultrasound Reception within Reproductive Health. Constant pressure to keep the filing under control particularly in times of staff absences Demanding workload and tight deadlines. Environmental Factors: Frequent use of the VDU. Some exposure to verbal aggression either on the telephone or face to face. Basement filing areas without natural light. 13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Good general education Proven accurate keyboard skills Experience with computer based information systems Being able to demonstrate good organisational skills with attention to detail Must possess a polite and helpful manner Experience of dealing with filing systems would be advantageous Being able to communicate with all levels of staff and members of the public accurately. Be able to remain calm under pressure Desirable: Previous experience in a healthcare setting IT qualification such as ECDL Previous TRAK experience Clerical officer RHSC July 18 13/07/2020 Page 6 of 7 14. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holder’s Signature: Date: Head of Department Signature: Date: ` Clerical officer RHSC July 18 13/07/2020 Page 7 of 7 .