Administration Services Officer

5 months ago

Gillingham, United Kingdom Medway Community Healthcare CIC Full time

Are you a natural people person?

Do you have an eye for detail?

Do you have excellent communication skills?

If you answered yes, we’ve got the perfect role for you

At Medway Community Healthcare we understand the vital role played by our care coordination centre.

We are looking for confident individuals with good communication and customer service skills who can provide a professional first point of contact for our busy care co-ordination centre within the SPA Team.

This role is responsible for providing a high level of customer service and administrative support to patients and clinical services in a fast paced environment.

Post holders will be required to liaise with patients, service representatives, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of booking and general enquiries, including complaints, via the telephone and a variety of standard administrative tasks.

So what else?

This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you’ll even have the opportunity to become an MCH shareholder.

We encourage staff to get involved in exploring new ways of working and service development.

We’ll provide well established, in-service training, one to one supervision, and appraisals with regular support.

You’ll be able to develop your skills in a friendly and supportive team.

Would you like to work flexibly? In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement

The small print

Informal visits can be arranged on request.

We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.

MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.

Communication and relationship skills

Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.

Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding.

Deal with routine, sensitive or confidential enquiries from patients, staff and the public.

Knowledge, training and experience

Educated to NVQ level 2 or equivalent

Experience of office procedures / customer care

NVQ 2 in Business Administration / Customer Care or equivalent

RSA 2 or equivalent

Analytical and judgement skills

Make judgements involving facts / situations sometimes requiring analysis of information.

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 from staff / patients

Accommodate patients with appropriate appointments and advise

Planning and organisational skills

Organise and prioritise own day to day work, tasks or activities

Work flexibly to maintain cover within the service / organisation

Produce and maintain effective systems to ensure the service operates efficiently, e.g. planning appointments, time management, patient transport

Ability to work within defined guidelines/SOPs and follow set algorithms

Physical skills

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

Standard keyboard skills

Responsibility for patient / client care

Provide non clinical advice and information to patients, carers, relatives or staff either face to face, over the telephone or by other means.

To have the ability to recognise that patients care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy and respec

Responsibility for policy and service development implementation

Responsible for ensuring that organisational policies and procedures (including amendments and updates) are adhered to and implemented in own area of work.

Responsibilities for financial and physical resources

Maybe required to issue / take responsibility for equipment used by self and others.

Responsibilities for human resources (HR)

To maintain own training in line with MCH policy

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

Responsibilities for research and development (R&D)

Will be required to undertake surveys and audits when requested in own area of work.

Freedom to act

Plan and organise own workload without direct supervision, 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

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