Job responsibilities
Provide support to customer and visitor reception areas,
acting as the first point of enquiry and sign posting individual to relevant
information / service.
Arrange and book clinical appointments, in liaison with
clinical staff, secretaries and patients.
Maximise the use of electronic systems to enable effective
management of the service area such as SystmOne patient record system,
Microsoft Office, Excel and scanning devices.
To monitor and respond to emails on behalf of CAMHS in a
timely manner.
Telephone calls to patients on behalf of the CAMHS
clinicians.
To maintain accurate and timely electronic and hard copy
information using organisational systems as directed and in line with policies.
Supporting operational staff to access management information, electronic and
hard copy.
Able to work on own initiative, prioritising work within
defined policies and procedures to set timescales.
Promote the image of the department, checking that notices
and leaflets are up to date & well presented.
Ensure that all complaints, compliments, concerns, comments,
and suggestions are appropriately recorded, and where possible resolved within
level of role or escalated appropriately.
Liaise with families and clinicians to ensure prescriptions
are issued and collected in a timely manner, whilst following current policy.
Collect and prepare information for service area users with
support of line manager.
Be compliant with the Data Protection and record management
policies and procedures with reference to confidentiality and safeguarding
issues.
Be proactive and contribute ideas for improvement in the way
the service is delivered.
Ensure that all office support services e.g., post, email,
filing, and photocopying are delivered in a timely manner.
Demonstrate own activities to new or less experienced
employees.
Monitor stock e.g., stationery and order supplies and
equipment as required within the business area
Physical Effort: Frequent sitting & standing. Inputting
at a keyboard for most of day, frequent light effort to lift
May have to occasionally move presentation equipment and
office supplies or clinic consumables.
Mental Effort: Frequent concentration is required when
inputting into patient systems, typing documents, making appointments &
processing records with a need to ensure accuracy
Emotional Effort:There will be some exposure to service
users who may exhibit difficult, challenging behaviours and emotional
outbreaks.
Working conditions: Exposure to unpleasant conditions is
rare/occasional. May be exposed to verbal aggression from patients. Will use
VDU for high proportion of time. The flexible nature of the job may require
post holder to move within the team or within the wider organisational setting
as required and undertake similar duties
Key Behaviour Competencies:
Working together
Be straightforward in our dealings with each other and build
relationships
Listen to others and explain the decisions we have made
Recognise and remove barriers to action
Create an open and positive learning culture
Learn from mistakes & ask others for support where
necessary
Be aware of ones own behaviour, values, attitudes,
strengths and weaknesses.
Ability to reflect on ones behaviour and change them.
Uphold the values and be proud to be part of the
organisation and ensure appearance is professional & name badge visible
Act With Integrity
Be honest and do what you say you will do
Take responsibility and be accountable for your actions
Guard and build the organisations reputation
Consider the human and social impact of our work
Treat everyone in a friendly, courteous manner; smile &
make eye contact
Building Success Together
Be compassionate and accepting of others.
Be straightforward in our dealings with each other and build
relationships
Listen to others and explain the decisions we have made
Agree on our goals and see them through
Treat each other with dignity and respect
Learn from each others experiences
Understand and recognise each others contributions of being
of equal value
Be prepared to challenge the status quo
Contribute to the organisations success
Stretch the boundaries of personal performance
Look for better ways of working to achieve improvements
Caring for patients
Aim to meet the needs of our patients and partners in care
Use initiative to enhance care in innovative and imaginative
ways
Respect individual cultural differences; challenge bias
& prejudice
Provide a high quality and safe service for patients
Maintain privacy and ensure confidential information is kept
safe
Question poor practice, process & behaviour
Health and Safety at Work and Infection Control:
The post holder is required to take reasonable care for
his/her own health and safety and that of other persons who may be affected by
his/her acts of omissions. The post holder is also required to ensure that all
staff under his/her control adheres to relevant statutory regulations, Livewell
Southwest policies, department safety procedures, COSHH.
Additional information for all posts
The post holder is required to comply with all relevant
policies and procedures pertinent to their post. Current versions can be found
on the intranet or via your manager. The areas listed below are those Livewell
Southwest currently places particular emphasis on. Failure to follow correct
policies and procedures may result in disciplinary action.
Health and Safety at Work and Infection Control:
The post holder is required to take reasonable care for
his/her own health and safety and that of other persons who may be affected by
his/her acts of omissions. The post holder is also required to ensure that all
staff under his/her control adheres to relevant statutory regulations, Livewell
Southwest policies, department safety procedures, COSHH.
Additional information for all posts
The post holder is required to comply with all relevant
policies and procedures pertinent to their post. Current versions can be found
on the intranet or via your manager. The areas listed below are those Livewell
Southwest currently places particular emphasis on. Failure to follow correct
policies and procedures may result in disciplinary action.
Risk Management:
In Accordance with the Risk Management Strategy, employees
will participate, whenever required, with the risk management process. They
will support line managers by attending mandatory and statutory training,
completing incident/accident forms for every adverse event or near miss that
occurs, report all defects and complaints, and communicate any dangerous
situation to individuals potentially at risk.
Health and Safety at Work:
You must co-operate with those in authority and others in
meeting the statutory requirements and in following policies and procedures. A
copy of the Health and Safety Policy is available from the intranet or from the
Risk Management Department.
You are reminded that in accordance with the Health and
Safety at Work Act 1974 you have a duty to take reasonable care to avoid injury
to yourself and to others affected by your work activities.
You will be notified where your post carries a requirement
for immunisation.
You may be required to be able to undertake physical
intervention training and participate in physical intervention as part of a
physical intervention team and BLS.
Infection Control:
Livewell Southwest is determined to eradicate
healthcare-acquired infection and puts a great deal of emphasis on the
responsibility of all staff to ensure their own personal and others compliance
with Infection Control (including Hand Washing) Policies.
All staff must comply with infection control policies and
guidance, attend relevant updates and report issues of concern to their
immediate line manager (if no action or explanation received, then it is the individuals
responsibility to escalate their concerns to the Director of Operations or
Chief Executives Office).
Safeguarding Children and Adults:
All employees have a duty to safeguard and promote the
welfare of children and adults and are required to act in such a way that
always safeguards their health and wellbeing. Familiarisation with and
adherence to national and local safeguarding adults and children's policies is
an essential requirement upon all employees. Livewell Southwest has specific
safeguarding policies and in addition, employees also have a responsibility to
practice and work within the multi-agency policy developed by the Safeguarding
Adults Board and the Safeguarding Children Board. Staff are also required to
participate in related mandatory/statutory training.
Sustainability and climate change:
All staff are expected to take responsibility for the
reduction of carbon emissions within their area of the organisation. In
particular this may relate to reducing energy consumption, making low carbon
travel choices, consideration of goods and services being purchased, and waste
reduction.
Other:
This Job Description is not exhaustive and may change as the
post develops, but such change will not take place without consultation between
the post holder and his/her manager. Job descriptions should be reviewed at
least annually at the appraisal meeting.
Livewell Southwest has adopted NO SMOKING and NO ALCOHOL
policies for staff, which applies to all posts. Details of the policy are
available on request and will be included in the statement of main terms and
conditions of service of staff appointed.
