Detailed job description and main responsibilities

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 respect

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)

·     Act as a buddy demonstrating own area of work to new or less experienced employees such as apprentices or volunteers

·     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.       Physical effort (refer to effort factor questionnaire)

14.       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

15.       Emotional effort (refer to effort factor questionnaire)

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

16.       Working conditions (refer to effort factor questionnaire)