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 care coordination centre.
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 care co-ordination centre within the SPA Team.
Main duties of the job
This role is responsible for providing a high level of customer service and administrative support to patients and clinical services in a fast paced environment.
Post holders will be required to liaise with patients, service representatives, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of booking and 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
- Informal visits can be arranged on request.
- We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.
- MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.
Job description
Job responsibilities
- 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 routine, sensitive or confidential enquiries from patients, staff and the public.
- Knowledge, training and experience
- Educated to NVQ level 2 or equivalent
- 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.
- 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
- Accommodate patients with appropriate appointments and advise
- Planning and organisational skills
- Organise and prioritise own day to day work, tasks or activities
- 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
- Ability to work within defined guidelines/SOPs and follow set algorithms
- Physical skills
- The post holder will be required to use telephony and IT equipment on a regular basis
- Standard keyboard skills
- 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.
- To have the ability to recognise that patients care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy and respec
- 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.
- Responsibilities for financial and physical resources
- Maybe required to issue / take responsibility for equipment used by self and others.
- Responsibilities for human resources (HR)
- To maintain own training in line with MCH policy
- Responsibilities for information resources
- Accurately enter data / process information utilising appropriate IT systems
- Transcribing / copy typing information provided by others
- Management of information either electronic or paper based
- Responsibilities for research and development (R&D)
- Will be required to undertake surveys and audits when requested in own area of work.
- 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/algorithm.
- The post holder will be required to work as part of a team
- Mental effort (refer to effort factor questionnaire)
- To maintain concentration in a busy office environment
- Remain patient focused to ensure quality of service delivery
- Attention to detail
- Emotional effort (refer to effort factor questionnaire)
- The post holder will occasionally have to deal with difficult or challenging patients
Job description
Job responsibilities
- 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 routine, sensitive or confidential enquiries from patients, staff and the public.
- Knowledge, training and experience
- Educated to NVQ level 2 or equivalent
- 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.
- 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
- Accommodate patients with appropriate appointments and advise
- Planning and organisational skills
- Organise and prioritise own day to day work, tasks or activities
- 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
- Ability to work within defined guidelines/SOPs and follow set algorithms
- Physical skills
- The post holder will be required to use telephony and IT equipment on a regular basis
- Standard keyboard skills
- 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.
- To have the ability to recognise that patients care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy and respec
- 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.
- Responsibilities for financial and physical resources
- Maybe required to issue / take responsibility for equipment used by self and others.
- Responsibilities for human resources (HR)
- To maintain own training in line with MCH policy
- Responsibilities for information resources
- Accurately enter data / process information utilising appropriate IT systems
- Transcribing / copy typing information provided by others
- Management of information either electronic or paper based
- Responsibilities for research and development (R&D)
- Will be required to undertake surveys and audits when requested in own area of work.
- 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/algorithm.
- The post holder will be required to work as part of a team
- Mental effort (refer to effort factor questionnaire)
- To maintain concentration in a busy office environment
- Remain patient focused to ensure quality of service delivery
- Attention to detail
- Emotional effort (refer to effort factor questionnaire)
- The post holder will occasionally have to deal with difficult or challenging patients
Person Specification
Qualifications
Essential
Desirable
- NVQ 2 in Business admin / customer care
- Experience office procedures / customer care
- RSA 2
Special knowledge / expertise
Essential
- Good communication skills both written and verbal
- Standard IT skills including Microsoft packages
- Good team worker
- Experience of front line customer care
Disposition, adjustment, att..
Essential
- Flexible & adaptable
- Caring & compassionate
- Open, honest and transparent
- Treats everyone as an individual
- Acts with integrity
Practical/ intellectual skills
Essential
- Able to organise and prioritise own work
- Able to work accurately & efficiently
- Ability to travel to various sites in a timely manner
MCH values
Essential
- Being caring and compassionate, Working in partnership , Delivering quality and value
Person Specification
Qualifications
Essential
Desirable
- NVQ 2 in Business admin / customer care
- Experience office procedures / customer care
- RSA 2
Special knowledge / expertise
Essential
- Good communication skills both written and verbal
- Standard IT skills including Microsoft packages
- Good team worker
- Experience of front line customer care
Disposition, adjustment, att..
Essential
- Flexible & adaptable
- Caring & compassionate
- Open, honest and transparent
- Treats everyone as an individual
- Acts with integrity
Practical/ intellectual skills
Essential
- Able to organise and prioritise own work
- Able to work accurately & efficiently
- Ability to travel to various sites in a timely manner
MCH values
Essential
- Being caring and compassionate, Working in partnership , Delivering quality and value
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.
