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Administration Officer
3 months ago
Job Purpose:
To provide a comprehensive and efficient Admin and Clerical support to the Community Equipment Service ensuring the service is delivered smoothly and effectively.
To provide a customer focussed service to the users of the Community Equipment Service and to be a first point of contact for Service Users.
To ensure that logistics services are delivered smoothly and effectively, requiring effective management of the in-house ordering, distribution and stock control systems.
To ensure equipment servicing records are maintained and servicing completed in line with procedures.Duties and Responsibilities:
Principle Responsibilities:
To have a full understanding of the computer systems and be able to fully use the functions required for the role.
To retrieve patient records when required To receive & process referrals to the Service, ensuring that essential information has been provided and if necessary seek the required information Retrieve & update patient demographics if required.
To prioritise workload to meet agreed timescales Input orders onto the computer system To possess full understanding of the computer systems and to fully use the functions required for regular use of the complex Elms system to include equipment detail, deliveries, collections and stock control.
To receive and process referrals to the service from Elms online, or urgent phone calls, ensuring that essential information has been provided.
To liaise with staff (internal and external) to ensure that prescribed equipment is delivered/collected efficiently within specified timescales.To abstract and analyse patient records/referrals using judgement to provide correct equipment, referring back to professional if necessary to agree conclusion.
To act as first point of contact for any problems, queries, complaints arising from the day-to-day running of the department.
Liaising with patients, their relatives (often distressed and/or terminally ill) and professionals by telephone and in person to provide non-clinical advice and information regarding necessary equipment and completion dates.
Solving queries from patients, professionals and colleagues using knowledge of the equipment, its use & the fitting thereof.To act independently to prioritise and plan own and drivers daily workload, making decisions using knowledge and experience of systems and procedures, routine and non-routine, to maintain an efficient service whilst maximising driver/fitter schedules & managing the waiting list to adhere to KPIs.
To concentrate for prolonged periods on computer (almost continuously) while being frequently interrupted by telephone (and office) queries and demands.
Communicating complex information (i.e.
equipment use, weight limits, codes, availability and any other equipment needed to support use of) to and from medical, clinical and admin staff (both internal and external).
To log answerphone messages and respond promptly, recording the outcome of the calls. To assist in stock control Adhere to Trust policies and procedures as directed in training. Make valid contributions to implement changes to improve departmental proficiency (i.e. use of post code area deliveries).
Communication To deal professionally with complaints and client related queries To provide excellent customer service, explaining fully the referral criteria for acceptance to the service to patients and their relatives on the telephone.
This includes dealing empathetically with the elderly, disabled and patients of ethnic origin who may struggle with communication and effectively dealing with anger or distress from people who are on the waiting list To provide patients with the information requested about forthcoming deliveries/collection timescales.
To liaise and maintain excellent communication skills, both written & verbal, at all levels within the organisation and with outside agencies and patients.
