Job summary
Are you a natural people person?
Do you have an eye for detail?
Do you have excellent communication skills?
If you answered yes, we've got the perfect role for you!
At Medway community healthcare we understand the vital role played by our administration team at Darland House Nursing Home. The home consists of 40 beds for residents living with Dementia and complex health needs.
We are looking for confident individuals with good communication and customer service skills, who can provide a professional first point of contact for our busy nursing and care team at Darland House. This role involves working front of house, supporting the day to day tasks required of the administration team.
Main duties of the job
This role is responsible for providing a high level of customer service and administrative support to residents relatives, visitors and clinical services in a fast-paced environment.
Post holders will be required to liaise with families, service representatives, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of general enquiries, including complaints, via the telephone and a variety of standard administrative tasks.
About us
So what else?
- This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder.
- We encourage staff to get involved in exploring new ways of working and service development.
- We'll provide well established, in-service training, one to one supervision, and appraisals with regular support.
- You'll be able to develop your skills in a friendly and supportive team.
Would you like to work flexibly?In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.
The small print
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 potentially complex, sensitive or confidential enquiries from patients, staff and the public.
2. Knowledge, training and experience
- GCSE / O Levels or some 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.
- 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 for regular use of computer systems.
Use of various office equipment e.g. transcription equipment, mobile devices.
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.
- Transcribing / copy typing information provided by others.
- 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
- Standing / walking for substantial periods
- Standing / sitting with limited scope for movement for long periods
- Making repetitive movements
- Inputting at a keyboard
- Kneeling, crouching, twisting, bending or stretching
- Pushing / pulling trolleys or similar
14. Mental effort
- Check documents
- Carry out calculations
- Attend meetings
15. Emotional effort (refer to effort factor questionnaire)
- Providing a service for distressed/angry patients/clients
- Dealing with difficult situations/ circumstances
- Dealing with people with challenging behaviour
16. Working conditions
- Use of VDU continuously
- Unpleasant smells/odours
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 potentially complex, sensitive or confidential enquiries from patients, staff and the public.
2. Knowledge, training and experience
- GCSE / O Levels or some 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.
- 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 for regular use of computer systems.
Use of various office equipment e.g. transcription equipment, mobile devices.
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.
- Transcribing / copy typing information provided by others.
- 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
- Standing / walking for substantial periods
- Standing / sitting with limited scope for movement for long periods
- Making repetitive movements
- Inputting at a keyboard
- Kneeling, crouching, twisting, bending or stretching
- Pushing / pulling trolleys or similar
14. Mental effort
- Check documents
- Carry out calculations
- Attend meetings
15. Emotional effort (refer to effort factor questionnaire)
- Providing a service for distressed/angry patients/clients
- Dealing with difficult situations/ circumstances
- Dealing with people with challenging behaviour
16. Working conditions
- Use of VDU continuously
- Unpleasant smells/odours
Person Specification
Information
Essential
- Previous experience in a fast pace environment
Desirable
- Previous experience in a care setting
Information
Essential
- GCSE'S - Maths, English, Science or equivalent
Desirable
- oNVQ 2 in Business Administration / Customer Care or equivalent. oRSA 2 or equivalent. oECDL or equivalent knowledge of IT applications.
Qualifications
Essential
- IT qualifications / experience in using microsoft applications and various IT platforms
Desirable
Person Specification
Information
Essential
- Previous experience in a fast pace environment
Desirable
- Previous experience in a care setting
Information
Essential
- GCSE'S - Maths, English, Science or equivalent
Desirable
- oNVQ 2 in Business Administration / Customer Care or equivalent. oRSA 2 or equivalent. oECDL or equivalent knowledge of IT applications.
Qualifications
Essential
- IT qualifications / experience in using microsoft applications and various IT platforms
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
