Detailed job description and main responsibilities

1.          Communication and relationship skills

·      Provides a professional and courteous service to a range of customers, liaising with patients/clients, carers, families, health professionals and other organisations.

·     Will be expected to respond appropriately to unexpected and challenging situations which may include contact with patients or staff in emotional situations maintaining a calm and professional approach (support available).

·       Gives non-clinical advice and signposts appropriately eg to clinical colleagues.

·       Able to escalates issues and risks to line manager as appropriate.

·    Liaises with colleagues, patients/clients and/or external contacts regarding complex messages and patient queries including sensitive information to help the team/service run efficiently and effectively.

·   Will be expected to adapt communication and use different communications methods according to diverse range of patient/client/customer needs and situations.

·       Responsible for the creation of written and electronic templates.

·       Responsible for maintaining awareness of developments/priorities at work.

·       Engagement with the IT helpdesk and config for letters testing and letter rejection

·       Communicate and co-ordinate with other agencies present in the building

2.          Knowledge, training and experience

·       Educated to NVQ level 2 or equivalent.

·       Experience of office procedures/customer care.

·       ECDL or equivalent knowledge of IT applications.

3.          Analytical and judgement skills

·       Can effectively make judgements involving facts/situations sometimes requiring analysis of information.

·       Able to prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner, e.g. telephone messages/emails.

·       Maintains records relating to medical devices and/or other equipment.

·       Creates and maintains accurate records and documents (paper/electronic) in line with documentation and confidentiality guidelines.

·       Collates and inputs data using various systems, produces reports/charts.

·       Participates in and supports the collation of data for surveys and audits as required.

4.          Planning and organisational skills

·       Prioritises own work to meet deadlines in conjunction with colleagues and prioritises on-going work with guidance.

·       Support the children’s therapy team leads with the timely induction plans for new staff joining the teams and collection of equipment when staff leave the organisation.

·       Support the clinicians with reporting and updating the organisations asset register.

·       Works with rostering leads to create team rotas, resolves conflicting diary appointments/schedules.

·       Organises meetings/events/diaries for others, including agenda setting, taking minutes and follow up actions.

·       Support the organisation needs and processes with archiving.

·       Supports managers with recruitment campaigns and associated administration.

·       Maintain effective systems to ensure the service operates efficiently.

·       Support clinicians with organisation of multidisciplinary appointments and workshops.

5.          Physical skills

·       The post holder will be required to use telephony and IT equipment on a regular basis.

·       Standard keyboard skills.

·       On occasions may be requested to transport equipment and stationery and supplies as required.

6.          Responsibility for patient / client care

·       Primarily this role will be working with clinicians however this will include regular direct conversations with patient parents and carers via telephone or email.

·       To have the ability to recognise that patients care is a priority and to ensure that patients are always given assistance, treating others with courtesy and respect.

·       Timely passing of patient related messages to clinicians to prevent delays to patient engagement and care.

7.          Responsibility for policy and service development implementation

·       Expected to follow standard operating procedures (SOPs) and policies to support your role and contribute to ideas for service and process improvements.

8.          Responsibilities for financial and physical resources

·       Responsible for small expenditure amounts and ordering stationery/ equipment/supplies within delegated authority.

·       Responsible for completion of purchase orders; both the placing of orders and order receipts in a timely manner using the organisations purchase order system.

·       Support clinicians with equipment management - ordering, stock control. receipting, etc

·       Submission of pay returns for the following approval by strategic leadership team for the children’s therapy team.

9.          Responsibilities for human resources (HR)

·       To maintain own training in line with MCH policy.

·       Supports with the HR processes for the children’s therapy team.

·       In conjunction with team leads, completed termination forms and change forms for the INT pillar.

10.       Responsibilities for information resources

·       Accurately enter data/process information utilising appropriate IT systems.

·       Transcribing/copy typing information provided by others.

·       Management of information either electronic or paper based.

11.       Responsibilities for research and development (R&D)

·       Participates with the clinical team with prescription pad audits.

·       Support the clinicians with the collation of results of the medications audit.

12.       Freedom to act

·       Plan and organise workload, reporting regularly to the line manager on key tasks and guided by defined policies and procedures/algorithm.

·       The post holder will be required to work as part of a team for the children’s therapy team.

·       Deputises for other administration colleagues as appropriate.

13.       Physical effort (refer to effort factor questionnaire)

14.       Mental effort (refer to effort factor questionnaire)

15.       Emotional effort (refer to effort factor questionnaire)

16.       Working conditions (refer to effort factor questionnaire)