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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
• Build relationships with the wider team to encourage a cohesive approach to patient care.

2. Knowledge, training and experience

• Educated to A’ Level standard or equivalent
• Experience of a range of office procedures
• NVQ3 in business administration / customer care or equivalent
• RSA Stage 3 or equivalent
• ECDL advanced desirable
• Accurate and timely copy/audio typing
• Knowledge and understanding of concerns that may be reported to you that require further escalation.

3. Analytical and judgement skills

• Make judgements involving facts/situations sometimes requiring analysis of inform-ation
• 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
• Make appropriate referrals to other services within and outside of the organisation.

4. Planning and organisational skills

• Organise and allocate work, tasks or activities
• Manage diaries, plan meetings, rotas and schedules
• Work flexibly to maintain cover within the service / organisation
• Produce and maintain effective systems to ensure the service operates efficiently eg: planning appointments, patient transport
• Manage shift allocation to ensure appropriate level of cover in achieved.

5. Physical skills

• Advanced keyboard skills for regular use of computer systems
• Use 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
• To ensure patients’ dignity, privacy and confidentiality is maintained at all times
• To escalate any issues regarding patient care, safeguarding or complaints
• To reports incidents timely and escalate as appropriate.

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
• To take part in peer group meetings and supervisions
• To actively participate in appraisal system identifying personal development needs and plans

10. Responsibilities for information resources

• Create or format databases/spread sheets/publications utilising appropriate IT systems
• Transcribing/copy typing information provided by others eg: discharge reports
• 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)