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Detailed job description and main responsibilities

 Use this information to deal with patient/staff enquiries and to fulfil the role of Clerk / Receptionist (referring clinical issues to appropriate Clinician(s) for advice/decisions as appropriate).

To provide a warm and welcoming Reception Service, maintain clinic room 
diaries, meeting and greeting all visitors to the department checking details 
patient details, checking case notes, recording attendance via Patient 
administration system (PAS). 

To answer enquiries, receive and relay messages, both in person and on the 
telephone, from patients or staff, using a working knowledge of Health Board procedures to maintain a professional front of house service.

Change or cancel appointments at the request of the patient or manager 
highlighting where pathway timeframes may be compromised.

Liaising with their line manager or Service Manager regarding substitute appointments. 

The post holder will be expected to retrieve, file and locate case notes for Clinics, ensuring 100% case note availability using the appropriate systems for tracking and requesting case notes. 

Ensure all patient filing is filed into patients’ case notes within required timescales and prior to clinic attendance 

Ensuring case notes are of the highest quality, are prepared and available for patient arrival, and subsequently filing patient results and paperwork correctly in adherence with Health Board Quality Standards. 

Liaise with medical records team and other areas, in line with Health Board policy for missing case notes, following agreed escalation process. Creating new or temporary folders when procedures require.

To input and update Health Board Patient Administration systems (PAS), liaising as appropriate to ensure accurate recording of patient pathway events in line with clinical instruction and accuracy of demographic details in order to prevent data quality issues.

Liaising with relevant clinicians with any queries.

 Arrange patient interpreters for appointments as requested. 

The post holder will be expected to provide cover across the core clinical 
administration functions during times of absence, commensurate with level of the role, and to be trained to rotate to cover other departments within the Service Group at the request of Line Manager or Service Manager
Receive, sort and prioritise incoming mail, send out information to patients such as appointment letters, ensuring that Outgoing Mail is dispatched without delay. 

Use of office equipment, e.g. photocopier, printer, fax machine etc.
Ensure that patient confidentiality is maintained.

Participate in monthly/weekly informal departmental meetings & take notes as requested.

The purpose of this post should remain constant, but the duties and responsibilities may vary over time within the overall role of the post
Service Delivery.  The post-holder will be expected to ensure that the service delivered is in line with standard of care expected.

Communication
The post-holder will be expected to handle all forms of communication in a manner that is in line with the Health Boards Values.

Education and Training/Staff Management
Swansea Bay University Health Board is committed to support learning and 
development to improve the organisation’s performance, so the post holder will be expected to: -
Participate in development schemes, Personal Development Reviews (PDRs) and IT training. Identify personal achievements and training needs. Reflect on issues which arise, and own practice. Attend mandatory training and other ad-hoc training identified as appropriate.
Actively participate in any technology available and the introduction of any systems within the service.
Maintain knowledge of clinic procedures, software programs, and medical 
terminology.
Recognise own grade boundaries, and seek advice when not competent to undertake an action or decision.

Effort & Environmental Factors
To use display screen equipment and key-board on a daily basis.
To carry / move equipment / case notes within manual handling guidelines.
To be flexible to the demands of departmental staff including unpredictable work patterns, deadlines and frequent interruptions.
To develop appropriate strategies to manage aggressive behaviour within the workplace.
To sit for long periods of time when typing clinic reports or inputting data