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 children's admin hub.
Please note that in the future this job role will be based at Snapdragons Centre, Cliffe Road, Strood, ME2 3FF.
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
If you answered yes, we've got the perfect role for you!
We are looking for ....
If this is you we look forward to welcoming you to our team.
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
- 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 patient care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy and respect
- 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
- Act as a buddy demonstrating own area of work to new or less experienced employees such as apprentices or volunteers
- 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
- 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 patient care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy and respect
- 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
- Act as a buddy demonstrating own area of work to new or less experienced employees such as apprentices or volunteers
- 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
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
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
