Job responsibilities
JOB SUMMARY
Service user contact referred to in this Job description will only apply when working within a clinical area.
The post-holder will:
under the supervison/direction of the Line Manager, be aware of and able to undertake the routine admin/communication requirements of the service. Provide a confidential service to clinical/support services, in an efficient manner.
follow and ensure the service is provided in accordance with well-established policies, procedures, protocols and guidelines and service delivery plans.
demonstrate knowledge of the service to enable the post holder to contribute and inform decision making within the service.
may work within clinical environments where basic conflict resolution may be required.
work flexibly to meet the needs of the service.
develop and maintain good working relationships by being flexible, adaptable, polite, positive and empathetic providing and receiving routine information.
work with sensitivity and have an understanding of the service and issues experienced by users.
use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Respond to others communication difficulties.
assist in ensuring the service experienced is positive, and service user confidentiality is maintained at all times. Treat everyone eg, service users, their relatives, visitors, colleagues etc, with respect, dignity, courtesy and in accordance with the Trusts Values.
be encouraged to contribute ideas and suggestions within the team, and supported to progress as appropriate.
KEY RESULT AREAS:
1.1 Service provision:
To assist the department with routine office duties, appropriate to the role, for example:
- Word processing of correspondence /reports/ other documents accurately
- To take and transcribe notes
- Dealing with telephone calls/ take accurate messages
- Photocopying/ Scanning/ Filing
- Receiving visitors/Reception
- Reporting faults
- Mail handling
- Request, cancel and re-arrange appointments
- Systems maintained and updated
- Demonstrate duties to new starters
- Provide cover for other members of the team.
Deliver excellent levels of service and address or report to the Line Manager, in a timely manner, when these standards have not been met.
Support the Line Manager as required.
Proactively and positively contribute to the achievement of business outcomes through individual and team effort, with the focus being on delivering excellent customer services.
Work within defined parameters, prioritise own tasks and respond to peoples needs.Refer and seek guidance/supervision on issues outside of post holders level of competence or authority.
Help to promote an open, welcoming, person-centred culture seeking feedback from users of the service to aid service improvement .
Produce clear and accurate written correspondence as appropriate to the role, using competent IT skills, accurate data inputting and use of Trust Intranet and Internet as required.
Maintain accurate documentation. Use appropriate documentation/systems in accordance with local and Trust standards.
Use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. .
Build and sustain effective communications to ensure good team working and collaborative working practices. Disseminate knowledge, and information to those who need to know.
Support the smooth running of administrative systems and meeting of all relevant deadlines.
Proactively identify additional activities in accordance with the role, which would increase postholder efficiency and the efficiency of the team; offer suggestions for improvement and implement agreed activities.
Support the Trusts culture of collaborative, flexible cross-team working and commitment to delivering quality services and outcomes.
1.2 Working as part of a Team:
Assist with general clerical duties appropriate to the role eg, reception duties, dealing with post, photocopying, reporting faults, filing/retrieval, booking appointments, scanning, minute/note taking..
Act as a point of contact for the team/service. Provide a friendly and professional service, deal with enquiries from a multitude of sources, via a variety of means eg, face to face/phone/e-mail/letter. Exercise a degree of initiative, analysis, judgements/problem solving or directing on/esculating, as appropriate. This may require the use of tact/ empathic or reassurance and persuasive skills where agreement or co-operation is required.
Accurately record and up date department/service computerised/maual records and systems, tracking service user records as appropriate and in accordance with operating procedures, collate and provide data as directed.
To provide cover or support to others as required as appropriate to the role.
Assist in delivering excellent levels of customer services to people. Assess, problem solve or report, in a timely and proactive manner, when these standards have not been met.
Assist in providing a positive link between the department/service and those who use it.
Ensure service user privacy, dignity, rights, choices are maintained at all times.
Provide and receive service user information using tact, reassurance, empathy and persuasive skills as required. Ensure urgent matters are acted upon timely, within service performance standards.
Keep appropriate statistical records/information as and when directed by the team/service for audit purposes. Assist in the provision of statistical returns as required which may involve entering statistical data onto databases.
Provide relevant assistance as and when directed to support all colleagues.
Recognise and respond appropriately to emergency situations. Support the reduction of hazards in the environment by being aware of safety, security, theft or damage.
Support the Trusts culture of commitment to delivering quality services and outcomes.
Maintain and continuously improve knowledge & understanding of the Trust/service including systems, policy, and current issues, particularly with regard to own area of work and service users.
Proactively identify additional activities in accordance with the role, which would increase post holder and team efficiency; offer suggestions for improvement.
Refer and seek guidance/supervision on issues outside the post holders level of competency or authority.
To provide cover or support to others and work within other areas as the situation and staffing levels require.
Participate in departmental/team meetings, offer suggestions for service improvements.
Assist in the achievement/improvement of service/quality standards.
Be competent in using and ensure the proper use of Trust equipment eg, Photocopies etc.
Actively engage in good team working to facilitate effective relationships.
Have an appreciation of the roles and contributions of others working in the service.
Make use of opportunities for sharing good practice and learning.
When moving and handling loads, ensure this is undertaken in accordance with policy and training.
Work in a flexible and collaborative manner with others.
1.3 Managing Self:
Participate in management supervision/appraisal to develop skills, knowledge and practice and apply continuous reflection eg, values, priorities, interests and effectiveness and synthesise new knowledge into practice.
Undertake timely and appropriate mandatory training/updates, study days and keep up to date with changes in operational procedures and developments in practice.
Be aware of and comply with service/Trust policies and procedures and relevant legislation eg Data Protection Act.
Maintain professional and courteous working relationships with others.
Seek advice and support from supervisor/manager whenever necessary.
Promote a positive image of self, service and theTrust.
Act within own sphere of competence at all times.
1.4 Management Supervision and Support:
The post holder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter induction.
1.5 Financial Responsibility:
Maintain the safekeeping of Trust property. Any concerns regarding misuse should be raised immediately with Line Manager.
Ensure the proper use of the Trusts resources such as stationery, telephone usage, photocopying and other consumables in the course of business, ensuring minimal waste and cost. Suggest efficiency savings to more senior staff.
For full details of the role please see the supporting documents attached.
