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 Responsibilities

Key roles and responsibilities include, but are not limited to, the following:

Service Delivery

• Effective delivery of all departmental administration duties (for example: reception, telephone support, filing, mail sorting, photocopying, pulling charts, maintaining patient charts and case note records, etc.)

• To receive, make, and action telephone enquiries and refer to the appropriate personnel as necessary, liaising with Medical Secretaries, other Hospitals, Social Workers, etc., under the direction of your manager

• To undertake receptionist duties for all visitors as appropriate, in accordance with the visiting policy and security systems

• Ensure general tidiness and organisation of the work station and notice boards

• To participate in cross-cover and training within the Directorate as required, and to provide clerical assistance to other areas as necessary and as deemed appropriate by your manager

• To use all functionality of available Information Technology systems required to carry out your duties

• To participate in any new developments regarding Information Technology that may be applicable to your role

• Contact the Technical Services Department, Information Management Services, or Facilities regarding maintenance work required, under the direction of your manager

• To order and maintain adequate stationery stock for your designated area

• To use all functionality available within the Patient Centre as appropriate to your role

• To verify, amend, and add relevant information on patient registration systems, including admission, discharge, and transfer, as appropriate to your role

• To make arrangements and complete procedures associated with the discharge and transfer of patients

• To 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 making preparations for ward rounds as appropriate to your area

• Ensure that medical certificates are prepared and ready for signing by appropriate medical personnel as required, 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, as well as providing handover of work as required

• Deliver a professional and efficient service to both patients and hospital staff

• Ensure confidentiality of patient records and adhere to General Data Protection Regulation requirements at all times

• Report to the Supervisor on all queries or issues which cannot be resolved locally

• Present Mater Misericordiae University Hospital in a professional manner at all times

• Show drive and initiative in completing tasks

• Complete duties in line with operational standards

• Perform such other duties as required from time to time

Planning and Organising

• Approach and deliver all work in a thorough and organised manner

• Follow Mater Misericordiae University Hospital policies and procedures in accordance with departmental standards and Standard Operating Procedures

• Alert the Supervisor or Manager to current and potential risks as appropriate

• Take responsibility for work completed, checking all work thoroughly and minimising errors

• Attend any training allocated by the Supervisor or Administration Team Manager

• Demonstrate efficiency and flexibility in ensuring that work is delivered (this may include 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 filtered to the appropriate parties in a timely manner

• Possess a good level of listening skills and respond positively to feedback

• Maintain composure during pressurised times

• Show patience and tolerance when dealing with conflict

• Communicate with confidence, clearly, and with a positive approach

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. All staff members are responsible for ensuring compliance with Hospital requirements and standards with regard to hygiene. It is the responsibility of all staff to have a fundamental understanding of their individual responsibility in maintaining departmental and site hygiene standards.

4. Health and Safety

Ensure that effective safety procedures are in place to comply with the Safety, Health and Welfare at Work Act 2005, and within the spirit of 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 and promote a work environment that is compliant with the Act. Each staff member is individually responsible for ensuring that 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 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 reputation.

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

• Make themselves familiar with the Organisational Business Continuity Plan

• Attend Business Continuity Management education sessions provided

• Make themselves familiar with individual roles as set out in departmental Business Continuity Plans or the Organisational Business Continuity Plan, where applicable

Note

The duties and responsibilities contained in this job description reflect current service requirements and may be subject to review and amendment to meet the changing needs of the Hospital. The duties are not exhaustive and may be reviewed by the Administration Team Manager at any stage. The incumbent will be required to maintain, enhance, and develop professional knowledge, skills, and aptitudes to respond to a changing environment.

RequirementsQualifications

Essential

• Leaving Certificate or equivalent (Relevant Further Education and Training Awards Council Level 5 or High School qualification)

Experience

• Six months administrative or clerical experience

Or

• Proven record of completed 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 level of administration skills with knowledge of administrative software

• Ability to multitask and prioritise

• Strong planning and organisational skills

• Ability to provide innovative solutions to problems

• Demonstrate a flexible and adaptable approach to service needs

• Ability to work to a high level of discretion and confidentiality

Other Skills

• Results-oriented work ethic

• Ability to maintain resilience and composure

Desirable

• Qualification in Administration

• Third-level qualification

• Experience in a healthcare setting

• Experience working with a multidisciplinary team

• Patient or customer-facing experience

• Good knowledge of a State Healthcare System

• Working knowledge of the Microsoft Office Suite and Outlook