CHC Business Support Officer

Job responsibilities

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• Ensure information systems are updated once assessment is ratified and ensure that patient/representative and care provider is advised of the outcome in a timely manner.
• Responsible for ensuring those eligibility outcomes are relayed to partner organisations electronically in a timely manner, and that information systems are updated accordingly and accurately.
• Maintain database to ensure that next due review is set accurately and contributes to the ongoing monitoring of projected workload within the clinical team.
• Monitoring the team generic email box and distributing emails to relevant team members in a timely manner.
• Photcopying, scanning and word processing documents, letters, emails, minutes and reports as and when required and in a timely mannner
• Ensuring that all incoming post is collected and distributed accordingly and ensure that all outgoing post is correctly addressed, franked and ready for collection at the deginated time
• Photocopying and word processing documents, letters, emails and reports to a high standard. The post holder must have an advanced level of keyboard and ICT skills and be competent in Microsoft Office programmes
• Accurately inputting onto the Continuing Healthcare database, maintaining data storage and archiving of data as required and in accordance with standard operational policy
• Ensuring that data systems and databases are kept up to date to allow accurate and detailed reporting capabilities for both internal and external requirements
• Ensuring that all paper files are collated and filed in a robust and effective manner and take responsibility for archiving documentation as required and in accordance with processes, including Independent review administrative work as directed and when required
• To use own initiate wherever possible to ensure the work flow is maintained.
• Undertake delegated actions on behalf of managers, eg chasing progress, producing basic reports, making follow-up telephone calls, collating information.
• Produce reports via Excel regarding budget extracts, and providing an intermediate level of analysis of information. Extracting information into a reportable format.
• Contribute during times of absence to the management and oversight of the team generic email accounts.
• Provide general business support within the main CHC Business support team as required, full training will be provided.
• Respond to routine telephone enquiries, advising callers and/or relaying messages accurately and promptly as appropriate, maintaining a helpful and professional manner at all times. Adopt the principles of For Petes Sake around all forms of communication.
• When required provide support and guidance to new members of staff in relation to induction to the service.
• Maintain the integrity and confidentiality of information both paper based on electronic, ensuring that all information is handled with discretion in accordance with Information Governance Policies and Data Protection Act.
• Undertake duties associated with arranging meetings, including booking appropriate accommodation, travel arrangements, equipment and catering as required via the appropriate booking system.
• Be aware of, and actively promote the image of the ICB.
• Take care of own safety and that of colleagues and all other persons who may be affected by their actions or omissions.
• Manage own workload and raising queries with manager when necessary.
• Ability to demonstrate and understanding of Customer Care.
• To work within ICB policies and practices and taking direction from Senior Managers and guidance from the Team Leader, using your judgement and experience.
• Ensure that a professional service and image is maintained at all times.

• Ensure that any infection prevention and control issues are reported to the line manager/Infection Prevention and Control

Communication and relationships

• The postholder may be required to liaise with Clinical team members and other business support team members. Liaison with external providers, patient representatives and other professionals involved in a patients care may also be required. This is achieved by using the relevant information systems. To act as a point of contact for enquiries for patients or their representatives with regard to their eligibility status, communicating relevant information to stakeholders and referring to others where appropriate.

Analytical and judgement

Produce reports via Excel regarding budget extracts and providing an intermediate level of analysis of information. Extracting information into a reportable format. Contribute during times of absence to the management and oversight of the team generic email account

Planning and organisation

• Undertake duties associated with arranging meetings, such as Decision support tool assessments and care reviews

Physical Skills

• Educated to GCSE level. RSA III Typing/Word Processing or equivalent

Patient/Client Care

• To ensure that patients and or their representatives are aware of cases progressing to Panel(s) to ensure transparency around the expected date the case is due to be presented to Panel for consideration.

Policy and Service Development

• To work within ICB policies and practices, and taking direction from Senior Managers and guidance from the Team Leader, using your judgement and experience

Finance and Physical Resources

• To use financial system Ichord to accurately input packages of care and add upcoming reviews.
• To use SystmOne for accurately recording appointments for patients and communicating / inviting key stakeholders and patient representatives in a timely manner.

1. Information Resources

• Undertake delegated actions on behalf of managers, eg chasing progress, producing basic reports, This includes reviewing information systems in relation to key dates and events, and preparation of the template panel minutes to aid decision making of Panel members.

Freedom to Act

• Manage own workload and raising queries with manager when necessary.

Physical Effort

• General office conditions word processing

Mental Effort

• Frequent concentration for accurate data input and the producing of letters

Emotional Effort

• Frequent exposure to verbal aggression from patients relatives

Qualifications

Essential

• Educated to NVQ Level 3 or equivalent relevant qualification or significant proven experience in a similar role
• Educated to GCSE level. RSA III Typing/Word Processing or equivalent
• ECDL or able to demonstrate proficiency in the use of IT
• Able to demonstrate a commitment to Continued Personal Development and the development of new skills and knowledge

Knowledge and Understanding

Essential

• Extensive experience of working in a busy office environment.
• Working knowledge of Microsoft Office including Word and Excel.
• Able to exchange information with patients, family members and providers requiring tact and empathy and communicates complicated information to staff from other departments and external contacts.
• Experience of Minute Taking.
• Experience of creating and maintaining filing systems both paper based and electronic.
• Extensive experience of working in a busy office environment.
• Ability to work on own initiative and as part of a team, with minimal supervision.
• Proven history of planning and organising workload and distribute information in a timely manner to team members as appropriate.
• Accurate data entry and text processing from documents onto bespoke database and secure and accurate storage of data.
• Willingness to learn and take on new tasks.
• Relevant experience of working with sensitive information.

Desirable

• Awareness of Continuing Healthcare.
• Knowledge of current NHS policies and procedures.

Skills and Competencies

Essential

• Clear communicator with good writing, data entry and telephone skills, ensuring accuracy is maintained at all times.
• Able to exchange information with patients, family members and providers requiring tact and empathy and communicates complicated. information to staff from other departments and external contacts.
• Experience of dealing with public both in person and on the telephone.
• Experience of using email and the intranet.
• Organisational ability.
• Use of initiative/discretion/political sensitivities and act independently understanding when to raise with line manager.
• Requirement for concentration, frequency and consequences of interruptions.
• The ability to communicate at all levels (Senior Managers, Practices, Clinical Directors, Service users, team members, providers and professionals).
• Good interpersonal skills.

Desirable

• Influencing and negotiation skills.
• Requirement to deal with distressing or emotionally charged situations.
• Handling difficult/distressed patients/visitors.