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Detailed job description and main responsibilities

Main Duties and Responsibilities

Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways.

Recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.

Recording details of all contacts with service users and other professionals using SystmOne (S1) and other systems as appropriate.

Ensuring that follow up actions from calls, emails, correspondence and other contacts are progressed efficiently and effectively.

Completing administration tasks on S1, including scanning onto patient records, registering referrals, checking tasks, updating service user information, running routine reports and registering service users who have transferred in.

Confirming appointments via S1.

Booking interpreters as requested by clinicians and following up bookings as required.

Management and maintenance of meeting room calendars.

Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.

Providing support and cover for Reception Team, as required, in the post holders base of work.

Communication

 Acting as the first point of contact for service users and professionals; providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.

Using tact and diplomacy to de-escalate emotive situations.

Acting in accordance with the Trust’s complaints procedure where required.

Maintaining positive relationships and communicating with colleagues across the service.

The post holder will be required to handle sensitive information provided by service users in a confidential manner.

Providing and receiving routine information from the following:

   Managers at all levels throughout Cambridgeshire Community Services (CCS) NHS Trust

   CCS employees

   Service users

Contribute to CCS’ internal communication strategies ensuring effective two-way communication and engagement within the organisation.

Budgetary Responsibility

Orders stationery, maintains stock control as required.

Ensure cost effective and efficient use of equipment and resources.

People Management

 Maintaining own professional development and requirement to take part in appraisal and KSF process.

 Clinical and Practice Governance

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.

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.

The post holder must adhere to the Trust risk assessment and risk management processes

The post holder must adhere to infection control policies and procedures

Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.

The post holder must participate in clinical and safeguarding audits as required

he 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 their duties with regard to Cambridgeshire Community Services 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.