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 supervision/direction of the Line Manager/Admin Supervisor, seeking support as and when necessary, provide a comprehensive, confidential, Secretarial/administrative service to clinical/support services, in an efficient and confidential manner.
provide services within well-established policies, procedures, protocols, guidelines, whilst acting within the required sphere of competences for the role at all times.
demonstrate sound knowledge of the service to enable the post holder to contribute and inform decision making within the service.
may work within clinical environments where conflict resolution may be required.
act as principal point of contact for users of the service eg, individuals from within/outside the Trust, service users and members of the public etc.
work flexibly to meet the needs of the service.
develop and maintain good working relationships by being, flexible, adaptable, polite, positive and empathetic, communicating effectively and informatively.
work with sensitivity and have a good understanding of the service provision and issues experienced by its users.
prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of postholders level of competency or authority to the Line Manager.
work within well-established departmental/Trust policies, procedures, protocols, guidelines and established service delivery plans at all times.
use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Adapt style of communication to respond to others user communication difficulties.
ensure the service experienced is positive and service user confidentiality is maintained at all times. Treat users of the service, colleagues etc, with respect, dignity, courtesy and in accordance with the Trusts Values.
KEY RESULT AREAS:
1.1 Service provision:
To assist the department with office duties, for example:
- Word processing of correspondence /reports/ other documents accurately via copy or audio from medics, which will include tribunal reports, medical care plans
- To take and transcribe minutes
- Dealing with telephone calls/ messages
- Arrange/Re-arranging/Cancel clinical appointments
- Photocopying/ Filing/ Scanning
- Receiving visitors
- Monitor and maintain department stationery supplies
- Reporting faults
- Mail handling
- Arranging meetings, hospitality, venues, distributing agenda/notes
- Managing diaries
- Create and Maintain Spreadsheets
- Implement policy/procedure
- Demonstrate duties to new starters
- Provide cover for other members of the team.
Deliver excellent levels of service by regularly assessing, problem solving, evaluating and reporting to the Line Manager/Admin Supervisor, in a timely and proactive manner when these standards have not been met, enabling appropriate action to be taken. Implement planned actions in response, communicating changes as appropriate.
Assist the Line Manager/Admin Supervisor 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.
Assist in the promotion of an open, welcoming, person-centred culture for service users. Seek and support feedback from service users to aid service improvement as required.
Produce clear and accurate written correspondence (including the composition of ad-hoc routine letters) eg, letters, memos, reports, presentations etc, using competent copy, audio tapes, 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. Adapt style of communication to respond to service user communication difficulties and psychological, social, physical and spiritual needs.
Build and sustain effective communications to ensure good team working and collaborative working practices. Disseminate knowledge, and information to those who need to know.
Contribute to the smooth running of administrative systems and meeting of all relevant deadlines.
Recognise and respond appropriately to any emergency situation. Contribute to the reduction of hazards in the environment, considering safety, security, theft or damage.
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.
Make use of opportunities for sharing good practice and learning.
1.2 Working as part of a Team:
Organise meetings/ events using electronic diaries and produce and distribute associated documents. This could include the provision of support to Consultants in their special interests role(s), eg Clinical Tutor, Child Protection, etc
Undertake general clerical duties appropriate to the role eg, dealing with post, photocopying, ordering/requisitioning, reporting faults, filing/retrieval, booking appointments, scanning, diary management, petty cash, client travel expense reimbursement, minute/note taking and the collation and distribution of data/information etc.
Act as a focal point 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 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.
Undertake and assist others with administrative tasks, utilising IT systems or ensuring paper forms are completed properly and sent to relevant department in a timely manner in line with service specific standard.
Ensure accurate recording and maintainance of computerised/maual filing records and systems in accordance with operating procedures, collating and providing statistical data as requested. Undertake routine or ad hoc data validation as requested.
Deliver 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.
Work with a degree of independence within defined parameters. Prioritise own tasks, exercising initiative and judgement in response to service/individual needs.
Provide a positive link between the department/service and those who use it eg, service users, their carers, GPs, other Trust services/departments etc.
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. Prioritise and ensure urgent matters eg, clinical investigations are acted upon timely, within service performance standards.
As appropriate to the role, be responsible for the confidential management of patient records eg, timely input of referral letters onto computerised IT Systems, recording of service user demographic information, admission, transfer and discharge etc. Ensure records are tracked via File Tracker/relevant IT system and returned to the appropriate department timely in accordance with Trust procedures.
Keep appropriate statistical records/information as and when required by the team/service for audit purposes. Provide statistical returns as required which may involve entering statistical data onto databases.
Provide relevant assistance as and when required to support all colleagues.
Contribute to the reduction of hazards in the environment, considering safety, security, theft or damage. Respond appropriately to any emergency situation eg, when service users present challenging behaviour.
Ensure action to reduce risks to health and safety and all possible steps are taken in identifying, managing and reporting risks. Report any incidents, breaches of Health and Safety or dangerous acts or omissions in accordance with Trust policy.
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 and implement these activities in agreement with the team.
To provide cover or support to others and work within other areas as required.
Participate in departmental/team meetings and offer suggestions for quality improvement. Contribute to 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.
For full details of the role please see the supporting documents attached.
