Job responsibilities
1.Communication and relationship skills Provides professional and courteous service to a range of customers, liaising withpatients/clients, carers, families, health professionals and other organisations. Will be expected to respond appropriately to unexpected and challenging situationswhich may include contact with patients or staff in emotional situations maintaining acalm and professional approach (support available). Give non-clinical advice and signposts appropriately e.g. to clinical colleagues. Able to escalate issues and risks to line manager as appropriate. Liaises with colleagues, patients/clients and/or external contacts regarding complexmessages and patient queries including sensitive information to help the team/servicerun efficiently and effectively. Will be expected to adapt communication and use different communications methodsaccording to diverse range of patient/client/customer needs and situations. Responsible for the creation of written and electronic templates. Responsible for maintaining awareness of development/priorities at work. Engagement with the IT Helpdesk and Config for letter testing and letter rejection.
2. Knowledge, training and experience Educated to NVQ level 2 or equivalent. Experience of office procedures/customer care. ECDL or equivalent knowledge of IT applications.
3. Analytical and judgement skills Can effectively make judgements involving facts/situations sometimes requiringanalysis of information. Able to prioritise workload and make appropriate level decisions such as when toescalate and ensure this is done in a timely manner, e.g. telephone messages/emails. Maintains records relating to medical devices and/or other equipment. Creates and maintains accurate records and documents (paper/electronic) in line withdocumentation and confidentiality guidelines. Collate and inputs data using various systems, produces reports/charts. Participates in and supports the collation of data for surveys and audits as required.4. Planning and organisational skills Prioritise own work to meet deadlines in conjunction with colleagues and priorities ongoing work with guidance. Supporting the INT pillar service leads with the timely induction plans for new staffjoining the teams and collection of equipment when staff leave the organisation. Support the clinicians with reporting and updating the organisation asset register. Works with rostering leads to creating team rotas, resolve conflicting diaryappointments/schedules. Organise meetings/events/diaries for others, including agenda setting, takingminutes and follow up actions. Support the organisation needs and processes with archiving. Supports managers with recruitment campaigns and associated administration. Maintain effective systems to ensure the service operates efficiently.
5. Physical skills The post holder will be required to use telephone and IT equipment on a regularbasis. Standard keyboard skills. On occasions it may be requested to transport equipment, stationery and supplies asrequired.
6. Responsibility for patient / client care Primarily this role will be working with clinicians, however there may be occasionswhen there may be direct conversations with patients or their carers/spouse. Having the ability to recognise that patients care is a priority and to ensure thatpatients are always given assistance, treating others with courtesy and respect. Timely passing of patient related messages to clinicians to prevent delays to patientengagement and care.
7. Responsibility for policy and service development implementation Expected to follow standard operating procedures (SOPs) and policies to supportyour role and contribute to ideas for service and process improvements.
8. Responsibilities for financial and physical resources Responsible for small expenditure amounts and ordering stationery/equipment/supplies within delegated authority. Responsible for completion of purchase orders; both the placing of orders and orderreceipts in a timely manner using the organisations purchase order system. Support clinicians with medications management - ordering, stock control. receipting,etc Submission of pay returns for the following approval by Strategic Leadership team forthe INT pillar.
9. Responsibilities for human resources (HR) To maintain own training in line with MCH policy. Support with the HR processes for the INT pillar In conjunction with team leaders, completed termination forms and change forms forthe INT pillar.
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)
Participates with the clinical team with prescription pad audits. Support the clinicians with the collation of results of the medications audit.
12. Freedom to act
Plan and organise workload, reporting regularly to the line manager on key tasks andguided by defined policies and procedures/algorithm. The post holder will be required to work as part of a team for the INT Pillar. Deputise for other INT administration colleagues as appropriate. Expectation will be 1:4 weekend working flexibility will be required.
Full JD can be found in attachments
