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Detailed job description and main responsibilities

1. Communication and relationship skills

• Deal effectively with internal and external enquiries demonstrating excellent communication skills and customer care.
• Provide and receive complex information either verbally or written, overcoming barriers to support understanding.
• Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public.
• Demonstrate good interpersonal skills with the ability to negotiate effectively with staff and service users, which may include the need for mediation and empathy.
• Communicate effectively with the Clinical Commissioning Group (CCG), local council authorities, acute Trusts and community rehab centres demonstrating excellent communication skills.
• Daily report emailed to MCH Executive Team, the relevant clinical leads, CCG the acute trusts and local council authorities with IDT report detailing concise information regarding discharge plans for all patients on caseload (approx. 200 patients)
• Twice daily collate information and update Shrewd, Medway bed capacity system.
• Support Clinical Discharge Practitioners, in deal with potentially complex, sensitive or confidential enquires from Head of Services, patient’s family members and external and internal partners in a professional approach and escalating information when necessary. 
• Co-ordinate bed allocation and in the absence of Senior Management, attend bed meetings when necessary and make decisions upon Pathway knowledge.
• Single point of access for all referrals for support with discharge from the acute trust.

2. Knowledge, training and experience

• Diploma or experience of a full range of office / secretarial / administrative procedures.
• NVQ3 in business administration / customer care / equivalent or proven experience or NVQ4 is desirable.
• RSA Stage 3 or equivalent is essential.
• ECDL Advanced / knowledge of IT applications/ systems.
• Evidence of continuing personal development is essential.
• To be able to use and document on a number of different computer programs from MCH, Medway NHS Foundation Trust (MFT) and Social Services including but not limited to RIO (MCH), PAS (MFT), EDN (MFT), G4S (G4S), Extramed (MFT), Symphony (MFT), Framework I (Medway Social Services) and Shrewd (CCG)
• Efficient with Microsoft packages, Word, Excel, Outlook and Powerpoint.

3. Analytical and judgement skills

• Act on own initiative to make judgements involving facts / situations requiring analysis and comparison of a range of potential options.
• Independently deal with routine business matters and ensure that issues of concern are forwarded/escalated appropriately.
• Prioritise referrals into admission prevention categories and allocate the high priority workload within a timely manner.

4. Planning and organisational skills

• Organise / allocate routine work, tasks or activities and adjust as required adhering to deadlines.
• Manage diaries, plan meetings, rotas, schedules with involvement of other agencies / services / organisations e.g. events conferences, MDT meetings, training events.
• Work flexibly and arrange cover within the service / organisation.
• Produce and maintain effective systems to ensure the service operates efficiently, e.g. timely and effective communication, time management, and maintain filing systems.
• Create accurate one-off reports with Business Intelligence Teams, in response to escalation and system pressures, to support flow through the acute trust.
• Manage the IDT Administration Caseload and monitor caseloads.
• Management and co-ordination of the weekly on-call and out of hours rota for all Medway Systems, including councils.

5. Physical skills

• Advanced keyboard skills for regular use of computer systems.
• Use various office equipment (e.g. transcription equipment, mobile devices).
• The ability to multi-task in a pressured environment

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.
• Take clear and accurate telephone referrals for patients from the wards.
• Consistently treat others with courtesy, respect and make them feel valued.
• Confidentiality to be considered at all times as delicate information regarding patients shared by phone and verbally in the office.

7. Responsibility for policy and service development implementation

• Responsible for ensuring that organisational policies and procedures are adhered to and implemented.
• Contribute to changes and updates of polices / procedures in own area of work.
• Contribute to the improvement of services, promote suggestions detailing service benefits.
• Contribute to the development including processes, procedures, pathways and strategy.

8. Responsibilities for financial and physical resources

• Manage stock / office stationery.
• Maybe required to issue / take responsibility for equipment used by self and others.
• Collate order history on IDT Stock spreadsheet.
• Be aware of delivery guidelines and report lost orders to procurement within 3 days of due delivery date.
• Maybe required to issue / take responsibility for equipment used by self and others.

9. Responsibilities for human resources (HR)

• Supervise / train less experienced employees such as lower bands, apprentices or volunteers.
• Support Clinical Discharge Practitioners on the use of office computer systems, setting up printers and general queries
• Manage payroll and absence leave returns in absence of Administration Services Manager
• Provide supervision and training for staff from external organisations to encourage integrated working.
• Maintain Statutory and Mandatory training.
• Be aware and keep up to date with local policies and be compliant.

10. Responsibilities for information resources

• Create or format databases / spread sheets utilising appropriate IT systems.
• Transcribing / copy typing information provided by others.
• Formal Minute taking.
• Management of information either electronic or paper based.
• Co-ordinate Business Continuity processes and plans and ensure all staff information and emergency contacts are up to date.

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

• Will be actively involved in undertaking surveys and audits when requested in own area of work.

12. Freedom to act

• Plan and organise own workload using initiative, escalating to manager when required guided by 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)