Administration Services Officer

Job description

Job 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)

Person Specification

Qualifications

Essential

• GCSE's / O Levels

Desirable

• NVQ 2 in Business admin / customer care
• Experience of office procedures / customer care

Special knowledge / expertise

Essential

• Good communication skills both written and verbal
• Standard IT skills including Microsoft packages
• Good team worker
• Experience of front line customer care

Disposition, adjustment, att..

Essential

• Flexible and adaptable
• Caring and compassionate
• Open, honest and transparent
• Treats everyone as an individual

Practical/intellectual skills

Essential

• Able to organise and prioritise own work
• Able to work accurately and efficiently

MCH values

Essential

• Working in partnership
• Delivering quality and value
• Being caring and compassionate

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Medway Community Healthcare

Address

Unit 5 Ambley Green

Gillingham

ME8 0NJ

Employer's website

https://www.medwaycommunityhealthcare.nhs.uk/ (Opens in a new tab)