Detailed job description and main responsibilities

Liaise with a wide range of stakeholders, both internal to the organisation and external, including:
• Medical Staff.
• Multidisciplinary Teams (Community or Inpatient).
• Services Users and Carers.
• Health and Social Care teams.
• Third sector/voluntary agencies. 
• Community groups and local authority provision. 
• Other statutory agencies e.g. Police, Ministry of Justice etc. 

Excellent communication skills, written and verbal, with a wide range of people, including outside agencies, sometimes requiring tact and persuasive skills where there may be barriers to understanding or agreement.

Exchange verbal and written information with patients, staff and carers relating to appointments, admissions and meetings etc. 

Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information.

Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.

To receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items. 

To manage both telephone and face to face contacts with distressed service users in a supportive and empathetic manner.

 Exercise judgement when dealing with patient inquires, analyse and resolve non-clinical patient problems including resolving conflicting diary 
appointments or schedules, clinics, meetings, tribunals etc.

Manage the organisation of key meetings including business meetings and conferences, grievance hearings etc. and compile and prepare agendas and supporting papers for meetings.

Type patient reports/correspondence/e-mails as required, deal with telephone/face to face enquiries from patients. Input accurate and up to date patient data onto the Rio system. 

Interpret and advise on data and office management functions and implement relevant procedures.

Consider line management issues and decide on a course of action to be taken.

Day to Day line management and support to medical staff as required: 
• Carry out supervision sessions on a monthly basis. 
• Undertake appraisals.
• Provide immediate guidance and assistance in problem solving. 
• Agree/monitor absences in regard to Annual leave, flexi time, sickness. 
• Workload management.

Prepare and present reports and a range of complex information in a range of formats including the production of scorecards, KPIs, performance reports and ad-hoc reports.