Ward Clerk / Receptionist

Cwm Taf Morgannwg University Health Board

The post holder will provide ward clerk, reception and clerical duties in a healthcare setting, supporting clinical and non-clinical staff from a multi-disciplinary team.

They will be the first point of contact on most occasions for patients and visitors, therefore communication will involve direct contact with patients and visitors both face to face and over the telephone.

The post holder will work within a busy team providing customer focused ward clerk, reception duties and clerical support, contributing to the provision of health care by undertaking a wide spectrum of clerical and reception duties within the confines of the role.

The post holder will undertake reception duties and support our ward clerk team as and when required.

They will be expected to demonstrate a professional manner when liaising with patients, colleagues, members of the public and other agencies.

The post holder may also be required to work at any Cwm Taf Morgannwg University Health Board (CTMUHB) site as directed by their line manager.

Main duties of the job

The post holder will be able to use a variety of communication and interpersonal skills and establish and maintain effective working relationships with staff at all levels throughout the UHB.

The post holder will:

• Plan and prioritise own day to day tasks and workload.
• Communicate with patients, colleagues, members of the public and other agencies involved in patient and non-patient care both within the UHB or other outside agencies.
• Receive and transmit routine information requiring tactful, persuasive and empathetic skills when dealing with distressed patients and carers in person or by phone.
• Be able to diffuse potentially confrontational situations by using diplomacy, tact and empathy when dealing with patients/relatives and members of the public who may be aggrieved or irate.
• Undertake general reception duties, meeting and greeting clients and visitors.
• Be non-judgemental and portray a professional image at all times representing the University Health Board.

About us

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:

• We listen, learn and improve
• We treat everyone with respect
• We all work together as one team

We are a proud local employer; around 80% of our 15,000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

The post holder will be able to utilise judgement skills when efficiently dealing with any queries that are relayed by staff, patients, relatives, and members of the public attending the site/Ward.

The post holder will be required to organise own daily work processes and prioritise as necessary.

The post holder will maintain records and filing systems, ensuring confidentiality of information/data, and be responsible for the receipt and distribution of mail for the Department/Team.

The post holder will maintain and update patient administrative systems and databases efficiently and ensure accuracy at all times in line with General Data Protection Regulations.

The post holder will undertake general office duties such as:

• Receiving, sorting and franking outgoing mail to be dispatched via the mail collection service.
• Dealing with frequent telephone calls.
• Undertaking photocopying as required.
• Assisting in collecting information for departmental audits as required.
• Dealing with safe storage of patient valuables if requested.
• Dealing with requests for ID badges.
• Liaising with other colleagues/departments as required.
• Ensuring adequate stationery and stock levels and replenishing items as required.
• Covering colleagues during times of absence to meet the needs of the Department.

The post holder will routinely access UHB IT systems and be required to use standard keyboard skills to undertake frequent data entry/retrieval of information.

The post holder must be able to save all electronic information to the appropriate file, in line with CTMUHB procedures and ensure that all information is maintained in a safe and secure way in line with the General Data Protection Regulation (GDPR).

When undertaking ward-based duties, the post holder will also be required to resolve appointment issues, retrieve medical records, deal with sensitive correspondence, and will be required to book patients into clinic, check demographic details including telephone numbers, amend notes, clinical systems, addressograph labels as necessary, input appointment outcomes and book necessary follow-up appointments in consultation with the patient.

The post holder will make judgements to determine and respond to any non-clinical queries and redirect clinical queries to the most appropriate member of staff in a timely manner.

The post holder will work within standard operating procedures; however, a degree of initiative will need to be used when working unsupervised or off-site.

The post holder is expected to adhere to all UHB policies and procedures and be responsible for ensuring they keep up to date with all policies and procedures relevant to their role.

The post holder will ensure safe use of all equipment used, reporting any faults to the Line Manager.

The post holder will ensure all offices/work areas are secure before leaving at the end of the day, and that information/data is correctly and securely stored.

The post holder is expected to adhere to the UHB Financial Control Procedures at all times.

The post holder will ensure their contribution to saving the UHB's energy is undertaken by switching off unnecessary lighting, PCs and any other equipment when safe to do so, particularly when the office is unmanned and at the end of each day.

The post holder will undertake audits of their own work and complete staff surveys as necessary.

The post holder will be expected to demonstrate their own duties to new or less experienced staff within the Team.

The post holder will work within the remit of the role using their initiative, identifying where support and advice is required.

All staff are expected to undertake Corporate/Department induction, undergo an annual performance appraisal, attend Mandatory/Statutory training and ensure a personal portfolio of training is kept up to date.

The post holder should not be expected to work above the remit of this role and agreed banding; if at any time they feel this is the case, they will need to liaise with their Line Manager.

Person Specification

Experience

• Previous customer care experience.
• Experience of working within a busy, demanding environment.
• Experience of working in a similar role within a healthcare or hospital environment.
• Working with a multi-disciplinary team.
• Good standard of education with a minimum of 3 GCSEs or possess equivalent level of skills, knowledge and experience.
• Understanding of the role of a receptionist.
• NVQ II in Business Administration and/or Customer Care or equivalent.
• Knowledge of Policies and Procedures.

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.

Cwm Taf Morgannwg University Health Board