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Swydd ddisgrifiad a phrif gyfrifoldebau manwl

1. Communication and relationship skills

• Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.
• Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding.
• Deal with routine, sensitive or confidential enquiries from patients, staff and the public.

2. Knowledge, training and experience

• Educated to NVQ level 2 or equivalent
• Experience of office procedures / customer care
• NVQ 2 in Business Administration / Customer Care or equivalent
• RSA 2 or equivalent
• ECDL or equivalent knowledge of IT applications.

3. Analytical and judgement skills

• Make judgements involving facts / situations sometimes requiring analysis of information.
• Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner, e.g. telephone messages from staff / patients
• Accommodate patients with appropriate appointments and advise

4. Planning and organisational skills

• Organise and prioritise own day to day work, tasks or activities
• Work flexibly to maintain cover within the service / organisation
• Produce and maintain effective systems to ensure the service operates efficiently, e.g. planning appointments, time management, patient transport
• Ability to work within defined guidelines/SOPs and follow set algorithms

5. Physical skills

• The post holder will be required to use telephony and IT equipment on a regular basis
• Standard keyboard skills

6. Responsibility for patient / client care

• Provide non clinical advice and information to patients, carers, relatives or staff either face to face, over the telephone or by other means.
• To have the ability to recognise that patients care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy and respec

7. Responsibility for policy and service development implementation

• Responsible for ensuring that organisational policies and procedures (including amendments and updates) are adhered to and implemented in own area of work.

8. Responsibilities for financial and physical resources

• Maybe required to issue / take responsibility for equipment used by self and others.

9. Responsibilities for human resources (HR)

• To maintain own training in line with MCH policy

10. Responsibilities for information resources

• Accurately enter data / process information utilising appropriate IT systems
• Transcribing / copy typing information provided by others
• Management of information either electronic or paper based

11. Responsibilities for research and development (R&D)

• Will be required to undertake surveys and audits when requested in own area of work.

12. Freedom to act

• Plan and organise own workload without direct supervision, reporting regularly to the line manager on key tasks and guided by defined policies and procedures/algorithm.
• The post holder will be required to work as part of a team

13. Mental effort (refer to effort factor questionnaire)

• To maintain concentration in a busy office environment
• Remain patient focused to ensure quality of service delivery
• Attention to detail

14. Emotional effort (refer to effort factor questionnaire)

• The post holder will occasionally have to deal with difficult or challenging patients