Service Call Handler and Administrator

1 month ago

London, United Kingdom Waltham Forest GP Federated Network Full time

**PART-TIME HOURS - ANY TIMES/DAYS OF THE WORKING WEEK**

**WALTHAM FOREST - BASED FACE TO FACE ROLE**

**TRAINING AVAILABLE ON THE JOB - experience in EMIS desirable but not required.**

**Job Summary**

The post holder will be expected to assist in the smooth running of a healthcare service, whilst working closely with the Project Lead Administrator.
- To provide support and a comprehensive administration.
- To call and book in patients to clinics.
- To act as first point of contact for patients, their relatives and service clinicians.
- To ensure the smooth running of the service.

**Duties and Responsibilities**
1. To provide administrative support to the clinical project.

2. To call patients and book them into clinics.

3. Inputting data onto clinical systems.

5. Photocopying and collating documents as required.

6. Ensure compliance with local policies and maintain accurate records.

7. Deal with correspondence on behalf of the team.

8. Maintain and progress filing systems, ensuring notes are transferred/returned to appropriate clinic sites in readiness for clinics.

9. To have a working knowledge of the Data Protection Act and its requirements, in respect to confidentiality for both patients and staff and ensuring any computerised information system is maintained as requested.

10. Deal with issues that arise appropriately, including enquiries or complaints from members of the public and patients. Where appropriate refer to another officer of the service, ensuring that no issue is inappropriately delayed in being actioned.

11. Ensure good working relationships with all staff within the service line, the organisation and all outside agencies.

12. Undertake additional duties where appropriate as requested by the line manager.

13. To plan and coordinate your workload to ensure all deadlines are met and objectives achieved.

14. To maintain good standards of professionalism.

15. To undertake on-going personal development through participation in appraisal and supervision.

16. To attend and participate in relevant training identified through supervision and appraisal.

To be noted:

- This is not an exhaustive list of duties and responsibilities. The post holder may be required to work across the service and to undertake other duties which fall within the grade of the job, in discussion with the manager.

**Health, Safety and Security**
- All employees have a duty to report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedure.

**Confidentiality**
- All information relating to patients and staff gained through your employment with the company is confidential.
- It is the responsibility of each member of staff to be aware of and to comply with, the Company Confidentiality Policy, which highlights your responsibilities in respect of service user (patient) confidentiality. Staff who are governed by a professional Code of Conduct are expected to uphold their professional body’s provisions relating to confidentiality.

Any other general requirements as appropriate, to the post and the location.

Person Specification

**Qualifications & Training (Essential)**
- Good general standard of education to GCSE level or equivalent
- Good IT Skills

**Knowledge & Experience (Desired)**
- Experience of working in an administrative role within healthcare setting
- Experience of working with Primary Care IT systems (EMIS Web Knowledge - Essential)
- Experience of working across organisational boundaries in a health care setting

**Skills and Abilities (Essential)**
- Excellent interpersonal and communication skills - across all levels both inside and outside the organization.
- Excellent telephone manner
- Aptitude and confidence for working with a rapidly changing environment.
- Ability to manage own workload, deliver to targets and deadlines
- Accuracy and attention to detail
- Able to work in a team and on own initiative.
- Compassionate - Exceptional interpersonal skills with the ability to communicate effectively with patients, carers and relatives remaining sensitive and empathetic.
- Listens to others’ views respecting and valuing individual patient needs.
- Excellent organisational skills, ability to manage own time and plan timed activities for staff.
- Able to take instruction and direction and work effectively as part of a team.
- Ability to record and retrieve information on charts/paper and electronic patient records

**Personal Qualities**
- Open to learning and development
- Professional attitude
- Able to demonstrate self-motivation and initiative.
- Able to develop and maintain good working relationships within the team.
- Act in ways that support equality and promote diversity
- Compassionate - Open minded, treats colleagues, patients, carers and relatives with dignity and respect.
- Sympathetic and considerate towards patients, carers and relatives.
- Confident but calm under pressure.

**Job Types**: Part-time, Fixed term contract
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