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.

Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, 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 and meetings etc.

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 empathic manner. 

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

Escalating issues to the Clinical Services Lead Administrator as appropriate.

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 and Connecting Care system.

The post holder will order stationery and other necessary items for the team via the procurement system. 

Supporting the induction of new staff members as required. 

Produce confidential correspondence and reports on a frequent basis.

Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.

Take and distribute formal minutes as necessary. 

Clerical duties including photocopying and scanning.

Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service.

Provide cover for colleagues when and where necessary. 

Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.

Assist patients during incidental contact, to provide non-clinical advice or information to  patients/relatives or carers.