To provide an effective and efficient administrative and clerical service to the service/team. S/he will be expected to work flexibly within the administrative team and contribute to the smooth functioning of the systems underpinning the service to service users.
The post holder will be required to work in a busy and demanding environment and should be able to work without direct supervision and to exercise initiative. The ability to multi-task is also essential.
- To be the first point of contact for patients and carers, booking in patients for their appointments.
- To deal with a range of queries from the public and other agencies in a polite and helpful manner, also by telephone and face to face encounters, seeking advice and guidance from Team Administration Lead.
- To take and promptly pass on accurate notes and information, exercising independent judgement and discretion when handling, monitoring and filtering calls within data protection, customer care and confidentiality guidelines.
- To ensure that calls from anxious and distressed patients and carers are dealt with appropriately and referred to the correct system internally.
- To manage the diary and appointments system, clinic lists and inform clinicians of their appointment arrivals.
- To ensure that staff have updated the appointment system.
- To co-ordinate and oversee room bookings and report any problems as appropriate.
- To type correspondence such as letters, reports using digital dictation when required.
- To have the ability to remain calm and sensitive in difficult and stressful situations
- As a service/team member to work flexibly in order that essential priority tasks are covered and dealt with.
- Further roles and responsibilities can be found on attached Job description
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The team are excited to be moving to new premises in Dunstable on 01 June 2023.
Patient Care:
- To ensure that all incoming post is date-stamped and distributed to the appropriate persons and that out-going mail is sorted according to internal, external departments and relevant agencies.
- To receive all incoming calls to the service/team and deal appropriately in a courteous and helpful manner.
- To deal with a range of queries from the public and other agencies in a polite and helpful manner, also by telephone and face to face encounters, seeking advice and guidance from Team Administration Lead.
- To take and promptly pass on accurate notes and information, exercising independent judgement and discretion when handling, monitoring and filtering calls within data protection, customer care and confidentiality guidelines.
Administration:
- To manage the diary and appointments system, clinic lists and inform clinicians of their appointment arrivals.
- To ensure that staff have updated the appointment system.
- To co-ordinate and oversee room bookings and report any problems as appropriate.
- To type correspondence such as letters, reports using digital dictation when required.
- To maintain office filing systems and ensure information relating to service users is accessible to relevant staff, ensuring confidentiality at all times.
- To maintain a standard filing system ensuring that the filing of patient notes, correspondence, questionnaires etc. are kept up to date in line with record keeping policies.
- To open, close and archive and file patient files as appropriate in line with recording keeping policies.
- To book interpreters and translators for clients appointments and monitor confirmation of bookings and action as appropriate
- To ensure there is an adequate supply of all forms and adequate stationery supplies, letterheads, information leaflets, appointment cards etc. available for colleagues and service users.
- Receive and manage referrals into the service, and discharges
- To update patient information on files and on IT database systems, including Rio ensuring data quality is monitored and any concerns raised.
- To undertake general office duties including: photocopying, collating and binding of documents, filing, laminating faxing etc as required.
- To provide administrative support to service/team for presentations including setting up of equipment, providing handouts and refreshments as appropriate
- To ensure that office equipment is maintained and reported for repair as necessary and that the office, reception area and waiting room is kept clean and tidy at all times.
- As a service/team member to work flexibly in order that essential priority tasks are covered and dealt with.
- To use information technology for a range of purposes.
- To report to the Team Administration Lead any issues that are of concern relating to health and safety of the building.
- To have excellent verbal, written and communication skills
- To induct new staff to reception, filing and administration system
- To undertake professional and personal development as agreed with line manager and participate in regular supervision and appraisal.
- To attend appropriate IT and administrative training courses.
- To attend staff, administration and team meetings.
- Adopt and implement agreed service developments in line with the Directorate and Trust objectives
- Responsible for own personal development
- To update patient demographic information
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