Job Description
ROLE SUMMARY To operate as a centralised department providing a comprehensive administration service and functions within the Trusts Localities. The service will ensure the timely and accurate recording of all activity across services using Trust information systems. The service will require a team approach to ensure cover for absence across all services / locations. Post holders, as appropriate, will be required to provide administration duties on behalf of these services.
Due to the nature of the role a strong emphasis is placed on safeguarding confidentiality and this forms a pre-requisite for every Administration Assistant / Ward Clerk. The Post Holder will be required to work on a rota system to cover core office hours, where appropriate. KEY RESPONSIBILITIES COMMUNICATION You be required to handle incoming and outgoing telephone calls to the multi-disciplinary clinical staff and managers in a polite and efficient manner. Receive and deal with telephone enquiries, responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable clients and carers.
Maintain strict confidentiality at all times. Record accurate messages and follow them up appropriately in accordance to department guidelines. To deal face to face with patients and families seeking further help/information and to be aware of the needs of the clients and to deal in an appropriate manner with clients who can be hostile, abusive or aggressive. To exchange confidential and/or sensitive information between staff, patients, and carers in person or on the telephone.
The unpredictability of patients means that persuasive, reassuring, empathic, skills are required at all times. Deal with queries raised by patients, relatives, GPs or other healthcare professionals both internally and externally to the trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group. KNOWLEDGE Be responsible for ensuring all correspondence is accurately and appropriately presented using Trust and department procedures.
To update as necessary and attend mandatory training and maintain records as per Trust policy. Responsible for ensuring all correspondence is accurately and appropriately presented using trust and departmental procedures and medical terminology used by the clinical staff. To be skilled and experienced in the full range of administration practices, software programmes and specialised functional terms. To be proficient with the knowledge of patient records management, including use of electronic patient record systems, supporting new users and instructing them as necessary.
To use the knowledge and experience to meet the needs of the clinical teams by completing non routine tasks on a daily basis. To operate the trusts telephony systems. To update skills as necessary and attend mandatory training and maintain records as per trust policy. ANALYTICAL AND JUDGEMENT Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements.
Prioritising and organising distribution of incoming and outgoing mail including emails and tasks operate a letter folding machine. Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met. PLANNING AND ORGANSIATION Ability to deal with short notice planning and last minute changes. To monitor and note the safe return of Lone Workers.
To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department. To report and ensure equipment faults are dealt with by the relevant persons. To maintain diaries, both electronic and paper. To arrange appointments and meetings via electronic systems.
Ability to deal with short notice planning and last minute changes. Facilitate and organise the smooth running of clinic sessions, ward meetings or multi-disciplinary clinical services often as the only member of the administration team. PHYSICAL SKILLS Advanced keyboard skills and knowledge of current electronic equipment facilitating a remote working environment. PATIENT/CLIENT CARE Responsible for informing service users/carers, colleagues and outside agencies of appointments, changes to appointments, cancellations in person, telephone or by letter.
To be the first point of call for service users, within, clinic sessions, ward environments and first contact emergency services. Using developed communication skills and liaising with others to ensure the best possible care. POLICY AND SERVICE DELIVERY Follow all departmental procedures including the administration SLA/manual which may require staff to comment on proposals for changes to administration policies and procedures and to be responsible for keeping abreast of updates and changes as they happen. FINANCE AND PHYSICAL Responsible for the reimbursement of fares from petty cash, to patients and responsible for following policy and procedures for the maintenance of the petty cash.
Maintaining departmental stationery stock ensuring that the appropriate service is charged and all stock is sufficient for the needs of the service. HUMAN RESOURCES To supervise temporary or new administrative staff as agreed with the Administration Hub Leads. To train new starters in the procedures of the department. INFORMATION RESOURCES Administrative duties as requested by the Administration Hub Leads and Administration Team Leaders including dictation and transcribing of minutes, or notes of meetings, via various processes if required.
Recording and storage of accurate data for required areas of the administration service. RESEARCH AND DEVELOPMENT Provide and assist in the provision of audit data when required. FREEDOM TO ACT To work unsupervised on a daily basis prioritising own workload using initiative as to what is routine and what is urgent. To use agreed guidelines and procedures and developed knowledge /skills /qualifications when working autonomously and managing own work.
To participate in yearly appraisals with supervisor/line manager. PHYSICAL EFFORT The post holder will need to spend frequent periods of time within an office environment sitting in a restricted position at PC and keyboard computer. To manage deadlines with unpredictable work patterns Travelling between sites across Trust Localities when and where needed and as directed by the Administration Hub Leads/Team Managers. MENTAL EFFORT To concentrate on completing tasks during periods of frequent interruption from the staff and service users and switching attention.
To manage deadlines with unpredictable work patterns. EMOTIONAL EFFORT Imparting information to service users that they may find upsetting or distressing. To personally manage the effect of upsetting information given by patients or people in a distressed or challenging state. WORKING CONDITIONS Regular and continuous use of the PC and electronic equipment ADDITIONAL DUTIES In addition to the above duties you will also be expected to perform the below key activities in line with your job role; The post holder must be competent in using IT systems and equipment and have relevant skills to carry out the activities required for the post.
The post holder will have access to confidential data on patients and services within the Trust and will be expected to maintain the highest standards of confidentiality at all times. The post holder will be required to assess all risks to systems, processes and environment and contribute towards the clinical and corporate governance agenda, as appropriate. The post holder will be expected to produce work to a high standard and to promote quality at all times. The post holder will be expected to keep updated on all matters relating to Trust policy.
The post holder must familiarise them self with matters relating to health and safety management as they affect them personally and/ or the Trust. Complete mandatory training in line with Trust policy and procedures To participate in the staff supervision and appraisal process. To order Stationery You will be expected to work collaboratively with key partner organisations, patients, carers, clinicians and other practitioners within the multi-disciplinary team in delivering services. The above job description does not purport to be an exhaustive list of duties and responsibilities.
The post holder will be expected to undertake additional duties as the requirements of the post and/or service change.
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