Detailed job description and main responsibilities

• Undertake administrative duties within own level of competence as requested by professionally registered staff
• Record accurate messages and follow them up appropriately in accordance to department guidelines
• Communicate face to face with clients seeking further help/information as required being aware of the needs of the clients and act in an appropriate manner particularly with clients who can be verbally challenging
• Contribute to and support services to provide a high-quality service that takes account of individual needs. To exchange confidential, sensitive information with staff, clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times
• Deal with queries raised by patients, carers and other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.

COMMUNICATION AND WORKING RELATIONSHIPS

• Excellent communication skills with patients, carers and other healthcare colleagues (across a range of disciplines) on day-to-day aspects
• The post holder will have the ability to communicate effectively and sensitively with patients according to their age, understanding, language and ability
• Responsible for ensuring all correspondence is accurately and appropriately presented using Trust and departmental procedures and medical terminology used by the clinical staff
• To be skilled and experienced in the full range of administrative work practices, software programmes and specialised functional terms
• To be proficient with the knowledge of Patient Records management supporting new users and instructing them as necessary. To use the knowledge and experience to meet the needs of the clinical teams by completing non routine tasks on a daily basis
• To operate the Trusts central telephony systems
• To update skills as necessary and attend mandatory training and maintain records as per Trust policy
• Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
• Prioritising and organising distribution of incoming and outgoing mail (including email)
• Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met
• To maintain diaries, both electronic and paper. To arrange appointments and meetings via electronic systems
• Ability to deal with short notice planning and last minute changes
• To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department
• To report and ensure equipment faults are dealt with by the relevant persons
• The post holder will contribute to accurate written accounts of events / incidents under the guidance of qualified staff on the Trusts adopted electronic record (Paris). Due regard for confidentiality and information of patients should be taken at all times – it is the responsibility of the qualified staff to arrange regular reviews and to countersign all entries that are made in records
• Contribute to risk management and assessment where appropriate, accurately communicating information to qualified staff and other members of the multi-disciplinary tea
• Be able to promote the use and development of self-awareness, interpersonal skills in non-mental health settings
• To ensure full compliance with all Information Governance requirements as set out by the Trust
• Work collaboratively within the multi-disciplinary team providing a team approach to service delivery

ANALYTICAL AND JUDGEMENT

• Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
• Prioritising and organising distribution of incoming and outgoing mail including emails and tasks operate a letter folding machine
• Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met

INFORMATION SYSTEMS

• Computer Literate, including electronically accessing Trust Policies and Procedure
• Understand, access and comprehensively use the Trust’s dedicated electronic records system
• Able to communicate using emails
• Able to access and utilise e-learning/OLM and maintain and update their continued professional development.
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To carry out any other duties commensurate with the duties of this post.  This is an outline job description and may be subject to change, according to the needs of the service, in consultation with the post holder

Any other duties as delegated by your Director or Chief Executive Officer commensurate within the responsibilities of this post.