Detailed job description and main responsibilities

Main Duties and Responsibilities

1. First point of contact on site for patients and visitors, checking in and signposting.
2. Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways.
3. Recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed processes.
4. Ensuring that follow up actions from calls, emails, correspondence, and other contacts are progressed efficiently and effectively.
5. Completing administration tasks on SystmOne. including scanning onto patient records, referral management, checking tasks, updating service user information, running routine reports, registering service users who have transferred in, booking and amending clinics.
6. Booking interpreters as requested by clinicians and following up bookings as required.
7. Co-ordinating rotas, room booking and sending SMS.
8. Recording all contact, received into the service, using SystmOne following agreed protocols and pathways.
9. Advise Lead of any problems and take appropriate action as required.
10. Plan and organise straightforward activities relating to role and taking responsibility for daily allocated workload.
11. Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.
12. To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
13. Providing a gold standard of communication and customer service to all service users.
14. Assisting with the following Health and Safety tasks: 
    a.    Supporting fire drills 
    b.    Reporting any issues with premises to the Lead.
    c.    You may be asked to attend training to support the health and safety agenda within your building which may include Fire Cascade / Fire Warden Training and First Aid Training.

 Communication

1. Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.
2. Using tact and diplomacy to deescalate emotive situations.
3. Acting in accordance with the Trust’s complaints procedure where required.
4. Maintaining positive relationships and communicating with colleagues across the service.
5. The post holder will be required to handle sensitive information provided by service users in a confidential manner.
6. Be able and confident to identify the need and take action to modify and adapt methods of communication to account for differing needs of callers especially in stressful or difficult situations.
7. To control and take charge of calls by acting in a calm, professional manner and treating callers with respect and dignity at all times.
8. Providing and receiving routine information from the following: 
   a.    Managers at all levels throughout East of England Community Health and Care NHS Trust (EEC) 
   b.    EEC employees 
   c.    Service users 
   d.    Contribute to EEC’ internal communication strategies ensuring effective two-way communication and engagement within the organisation. 

Clinical and Practice Governance

1. Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
2. Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.  
3. The post holder must adhere to the Trust risk assessment and risk management processes.
4. The post holder must adhere to infection control policies and procedures.
5. Undertake mandatory training and any other training relevant to the role as required by East of England Community Health and Care NHS Trust.
6. The post holder must participate in clinical and safeguarding audits as required.
7. Participate in supervision on a regular basis.
8. The post holder is required to participate in relevant emergency preparedness process for their team.

General

Safeguarding people responsibility

Safeguarding children and adults at risk of abuse or neglect is a collective responsibility

There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.

Safeguarding means protecting a citizen’s health, wellbeing and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.

Those most in need of protection include:
•    Children and young people
•    Adults at risk, such as those receiving care in their own home, people with physical, sensory and mental impairments, and those with learning disabilities.

The post holder must at all times carry out his/her duties with regard to East of England Community Health and Care NHS Trust Equal Opportunities Policy. 

To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors and staff. 

All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures. 

This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust. 

The post holder must at all times carry out their duties with regard to East of England Community Health and Care NHS Trust Workforce Diversity and Inclusion Policy.

To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff.

All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.

This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.