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Job purpose

• Main aims of the role

  • Uploading of documents containing sensitive information and liaising with relevant healthcare professionals in a timely manner.
  • To communicate and manage appointments and clinical related information, to ensure the users of the service are the centre of everything we do
  • To be able to manage a range of data to enable the service to operate effectively
  • To plan, organise and prioritise a range of tasks and activities to make best use of resources in a timely fashion ensuring deadlines are adhered to
  • Respond appropriately to enquiries from other services and patients, referring to other members of the team when necessary
  • Provide general administrative support to specified administration hub
  • Arrange and support meetings, take minutes and/or action notes
  • To be the first point of contact for patients and health and social care professionals contacting the Care co-ordination centre (CCC) requesting assistance, advice customer experience feedback and complaints.
  • Managing calls in an efficient, timely, sympathetic and courteous manner, whilst working to pre-defined triage algorithms or agreed standard operating procedures (SOPs)

   

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 potentially complex, sensitive or confidential enquiries from patients, staff and the public.

2. Knowledge, training and experience

• Experience of a range of office procedures
• NVQ3 in business administration / customer care or equivalent
• RSA Stage 3 or equivalent
• ECDL advanced desirable

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

4. Planning and organisational skills

• Organise and allocate work, tasks or activities
• Manage diaries, plan meetings, schedules and clinics
• Work flexibly to maintain cover within the service/organisation
• Produce and maintain effective systems to ensure the service operates efficiently, e.g. planning appointments and time management

5. Physical skills

• Advanced keyboard skills for regular use of computer systems
• Use general office equipment

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 when patient’s care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy, respect and makes them feel valued

7. Responsibility for policy and service development implementation

• Responsible for ensuring that organisational policies and procedures are adhered to and implemented.
• Contributes to changes and updates of polices/procedures in own area of work.

8. Responsibilities for financial and physical resources

• Manage and ordering of stock/office stationery/equipment
• Maybe required to issue/take responsibility for equipment used by self and others

9. Responsibilities for human resources (HR)

• To supervise and co-ordinate the day-to-day work of new or less experienced staff

10. Responsibilities for information resources

• Create or format databases/spreadsheets/publications utilising appropriate IT systems
• Transcribing/copy typing information provided by others
• Minute taking
• 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 using own initiative, escalating to manager when required
• Works independently to defined policies and procedures.

13. Physical effort (refer to effort factor questionnaire)

14. Mental effort (refer to effort factor questionnaire)

15. Emotional effort (refer to effort factor questionnaire)

16. Working conditions (refer to effort factor questionnaire)