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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 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

GCSE / O Levels or 1 years’ 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

4. Planning and organisational skills

Organise and prioritise own day to day work, tasks or activities

Schedule meetings / book meeting rooms

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

5. Physical skills

Keyboard skills

Working for periods of time on a computer

Managing post and franking mail

Putting stock away and receiving stock items

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.

Consistently treats 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

Manage stock / office stationery

Maybe required to handle petty cash and patient valuables

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

10. Responsibilities for information resources

Accurately enter data / process information utilising appropriate IT systems

Occasional note taking may be required.

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.

13. Physical effort (refer to effort factor questionnaire)

Areas of the role which may require physical effort either as a sustained or sudden requirement. The frequency should also be given, ie as an occasional or on-going requirement. Moving / transferring patients / clients, moving equipment, long periods of driving or inputting at a keyboard should also be identified.

14. Mental effort (refer to effort factor questionnaire)

Areas of the role which require mental effort including the nature, level, frequency and duration of the mental effort required.  The frequency of the requirement should also be identified, ie whether this occasional or a frequent need

15. Emotional effort (refer to effort factor questionnaire)

Areas of the role which require emotional effort and the nature, level, frequency and duration demands of the emotional effort required

16. Working conditions (refer to effort factor questionnaire)

The nature, level, frequency and duration of demands arising from inevitably adverse environmental conditions (eg inclement weather, extreme heat/cold, smells, noise and fumes) and hazards, which are unavoidable.