Senior Clerical Officer - Urgent Emergency Care

Here at East and North Hertfordshire NHS Trust,

Our mission is: Providing high-quality, compassionate care for our communities

Our vision to 2030 is: To be trusted to provide consistently outstanding care and exemplary service

Job overview

We are recruiting for Urgent & Emergency Care Senior Clerical Officers who share our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

You will be work independently and as part of a multi-disciplinary team, whose aim is to provide a polite, friendly and patient-focused service to patients attending our Urgent Treatment Centre and supporting the Emergency Department.

This role forms part of a fixed rota providing cover including weekends and 365 days a year. You will need to be able to workdays, evenings, weekends and Bank Holidays, including Christmas and New Year. You will be compensated in enhancements to your pay due to the hours required for this role.

If you are a dynamic, friendly and adaptable personality who enjoys diversity, this could be the role for you. We are proud to support our staff with their personal and professional development and take pride in the encouragement and growth of our staff.

At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

Main duties of the job

To process all enquiries politely and efficiently, displaying empathy when answering queries at the reception desk or over the telephone.

To deal with enquiries from Police and other external agencies concerning missing people by searching for details on hospital database whilst always maintaining confidentiality.

To ensure that all administrative duties are carried out in a professional, accurate and efficient manner always.

Responsible for providing a customer orientated reception service and clerical support to the clinical team in the Emergency Department. This is to include accurately registering and updating details onto the hospital and national databases and assisting in any enquiries from internal or external agencies.

To alert clinical staff if you notice a patient looking distraught or unwell needing urgent medical attention. To activate emergency alarm where necessary

To recognise the legality of patient documentation and always maintain patient confidentiality.

Working for our organisation

At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.

We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person specification

Qualifications/Training

• General Education
• GCSE Level or equivalent
• IT Qualification

• Previous administration role

Previous Experience

• Good verbal and written communication skills
• Ability to work closely with all grades of staff
• Adaptability, ability to prioritize work, especially under pressure.
• Ability to work in a large organization with a high turnover of patients
• Evidence of problem solving and resolving issues as they arise, (acquired through training or experience)

• Previous employment within a healthcare setting / NHS area
• Previous experience in dealing with multi-disciplinary team Previous experience in working demanding role.

Skills

• Motivation and initiative to work independently, and within a team
• Organisational skills managing a demanding work load, prioritising tasks.
• Politeness, approachable with all patients, staff and visitors.
• Confidentiality / data protection Flexible approach to shift pattern place of work and flexibility of hours
• Keyboard skills /IT skills – training will be given A/I on hospital system

Knowledge

• Keyboard skills
• Basic Numeracy and literacy
• Microsoft Windows skills

Other Requirements

• Understanding of, and commitment to, equality, diversity and inclusion
• Role model our Trust values every day
• Ability to work without supervision
• Good team working, flexibility
• Ability to work with people at all levels within the organisation / professions
• Diplomatic, mature & positive attitude

Our values

We want our staff to believe in, demonstrate and live our values in everything we do.

Include

We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.

Respect

We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.

Improve

We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.

Committed to our Community

In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce .

We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.

We are proud to be a Disability Confident employer and achieved our status in 2019.

We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing [email protected]

We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.

Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.

When you apply...

Please note that vacancies may close prior to the advertised closing date in certain circumstances. Please ensure that you make your application as soon as possible.

All correspondence relating to vacancies will be via the e-mail address you have provided on your application form. Some servers automatically send e-mails to your junk mail so please check as well as your inbox.

As a publicly funded employer, we need to ensure we utilise our funds responsibly, this may mean we are unable to support sponsorship required to gain the right to work for particular positions. We strongly advise you to contact the line manager or a member of the Resourcing Team before applying to confirm if we will be able to support with sponsorship for that post.

King's Trust Support

Please contact Enquiries.H&[email protected] for support.

Secondments/Fixed term

Where a vacancy is advertised as a temporary position, the duration will be specified in the advert. If the vacancy becomes permanent towards the end of the specified duration, the successful applicant may not be required to re-apply and can be slotted into the role on a permanent basis if appropriate.

If you are an internal applicant applying for a temporary working arrangement, please see the attached notes on secondments.