Clerical Officer

Job Purpose:

The purpose of the Clerical Officer Grade III is to provide exceptional service delivery within the Directorate in consideration of patient care and the Departmental Administration Team. The Clerical Officer Grade III will ensure that all duties, roles and responsibilities are completed to the required operational standards in line with the competency framework.

Key Roles and ResponsibilitiesService Delivery

• Effective delivery of all departmental administration duties (e.g. reception, telephone support, filing, mail sorting, photocopying, pulling charts, maintaining patient charts and case note records, etc.).
• Receive, make and action telephone enquiries and refer them to the appropriate personnel as necessary, liaising with Medical Secretaries, other hospitals, Social Workers, etc., under the direction of your Manager.
• Undertake receptionist duties for all visitors as appropriate in accordance with the visiting policy and security systems.
• Ensure general tidiness and organisation of the workstation and notice boards.
• Participate in cross-cover and training within the Directorate as required, and provide clerical assistance to other areas as necessary and as deemed appropriate by your Manager.
• Use all functionality of available IT systems required to carry out your duties.
• Participate in any new IT developments applicable to your role.
• Contact the Technical Services Department, IMS or Facilities regarding maintenance work required, under the direction of your Manager.
• Order and maintain adequate stationery stock for your designated area.
• Use all functionality available within the Patient Centre as appropriate to your role.
• Verify, amend and add relevant information on patient registration systems, including admission, discharge and transfer, as appropriate to your role.
• Make arrangements and complete procedures associated with the discharge and transfer of patients.
• Arrange follow-up appointments and ambulance transport as requested by clinical staff.
• Maintain patient chart records and case notes in accordance with healthcare records procedures, including preparing for ward rounds as appropriate to your area.
• Ensure that medical certificates are prepared and ready for signing by appropriate medical personnel, and ensure that all discharge letters to General Practitioners are correctly completed and filed.
• Contribute effectively to service development and service improvement.
• Participate in the training of new and replacement Clerical Officers and provide handover of work as required.
• Deliver a professional and efficient service to patients and hospital staff.
• Ensure confidentiality of patient records and adhere to GDPR regulations at all times.
• Report to the Supervisor all queries or issues that cannot be resolved locally.
• Represent MMUH in a professional manner at all times.
• Show drive and initiative in completing tasks.
• Complete duties in line with operational standards.
• Perform any other duties required from time to time.

Planning and Organising

• Approach and deliver all work in a thorough and organised manner.
• Follow MMUH policies and procedures in accordance with departmental standards and Standard Operating Procedures (SOPs).
• Alert your Supervisor or Manager to current and potential risks as appropriate.
• Take responsibility for completed work by checking all work thoroughly and minimising errors.
• Attend any training allocated by the Supervisor or Administration Team Manager.
• Demonstrate efficiency and flexibility in ensuring work is delivered, including fluctuations to working hours as determined by service requirements.

Effective Communication Skills

• Maintain good communication with the team at all times.
• Communicate effectively with other hospital-wide departments, Directorates, stakeholders and external parties.
• Attend to patient and visitor queries in a professional, efficient and timely manner.
• Ensure necessary information is communicated to the appropriate parties promptly.
• Demonstrate good listening skills and respond positively to feedback.
• Maintain composure during pressurised situations.
• Show patience and tolerance when dealing with conflict.
• Communicate confidently, clearly and positively.

General Responsibilities and Accountabilities1. Confidentiality

You will be aware of the confidential nature of hospital work and, in particular, the right of patients to confidentiality.

2. Policies and Procedures

You are required to familiarise yourself with and adhere to all policy and procedural documents relevant to your position.

3. Hygiene Standards

The highest standard of hygiene must be maintained in the hospital at all times, and all staff members are responsible for ensuring compliance with the hospital's requirements and standards regarding hygiene. It is the responsibility of all staff to understand their individual responsibility in maintaining departmental and site hygiene standards.

4. Health and Safety

Ensure that effective safety procedures are in place to comply not only with the Safety, Health and Welfare at Work Act 2005 but also with the hospital's mission, vision and values.

You are required to:

• Familiarise yourself with the requirements of employees under the Safety, Health and Welfare at Work Act 2005.
• Promote a work environment that complies with the Safety, Health and Welfare at Work Act 2005.
• Ensure the hospital remains a safe place to work.

5. Information Technology

Ensure the most effective and efficient use of developments in information technology for administrative support in a manner that integrates well with systems throughout the organisation.

6. Business Continuity Management

Business Continuity Management (BCM) is a holistic management process that identifies potential impacts that threaten an organisation and provides a framework for building resilience and the capability for an effective response that safeguards the interests of key stakeholders and the organisation's reputation.

All staff employed in the Mater Misericordiae University Hospital are required to:

• Familiarise themselves with the Organisational Business Continuity Plan.
• Attend BCM education sessions.
• Familiarise themselves with their individual roles as outlined in their departmental Business Continuity Plan, where applicable, or the Organisational Business Continuity Plan.

Note:

The duties and responsibilities contained in this job description reflect the current service requirements and may be reviewed and amended to meet the changing needs of the hospital. They are not exhaustive and may be reviewed by the Administration Team Manager at any stage. The post holder will be required to maintain, enhance and develop the professional knowledge, skills and competencies necessary to respond to changing service requirements.

Qualifications

• Leaving Certificate or equivalent.
• Relevant FETAC Level 5 or High School qualification.

Experience

• Six months' administrative or clerical experience.

OR

• Proven record of equivalent clerical or administration work experience in a healthcare setting.

Professional Skills and Core Competencies

• Ability to work in a pressurised environment with good time management skills.
• Ability to communicate effectively and work well within a team.
• Good administrative skills with knowledge of administrative software.
• Ability to multitask and prioritise.
• Planning and organisational skills.
• Ability to provide innovative solutions to problems.
• Demonstrate a flexible and adaptable approach to service needs.