Administration services officer

Job Summary 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 coordination centre within the children's admin hub. There are two vacancies – 1 x 28.5 hours per week and 1 x 32.5 hours per week. For both vacancies you will be expected to work on a Friday, with the remaining days/hours being negotiable. PREVIOUS APPLICANTS NEED NOT APPLY Job Responsibilities 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. ECDL or equivalent knowledge of IT applications. Analytical and judgement skills Make judgements involving facts / situations sometimes requiring analysis of information. Prioritise workload and make appropriate decisions such as when to escalated 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. Show that patient care is a priority and ensure patients receive assistance at all times, treating others with courtesy and respect. Responsibility for policy and service development implementation Ensure 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 May be required to issue / take responsibility for equipment used by self and others. Responsibilities for human resources (HR) Act as a buddy, demonstrating own area of work to new or less experienced employees such as apprentices or volunteers. Maintain own training in line with MCH policy. Responsibilities for information resources Accurately enter data / process information utilising appropriate IT systems. Transcribe / copy‑type information provided by others. Manage information either electronic or paper‑based. Responsibilities for research and development (R&D) 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. Work as part of a team. Physical effort (refer to effort factor questionnaire) Mental effort (refer to effort factor questionnaire) Maintain concentration in a busy office environment. Remain patient focused to ensure quality of service delivery. Attention to detail. Emotional effort (refer to effort factor questionnaire) Deal occasionally with difficult or challenging patients/callers. Working conditions (refer to effort factor questionnaire) Person Specification Qualifications – Essential GCSE's / O Levels Qualifications – Desirable NVQ 2 in Business admin / customer care Experience of office procedures / customer care Special knowledge / expertise – Essential Good communication skills both written and verbal Standard IT skills including Microsoft packages Good team worker Experience of front line customer care Special knowledge / expertise – Desirable Previous call centre experience Disposition, adjustment, attitude – Essential Flexible and adaptable Treats everyone as an individual Open, honest and transparent Practical/intellectual skills – Essential Able to organise and prioritise own work Able to work accurately and efficiently MCH values – Essential Working in partnership Delivering quality and value Being caring and compassionate Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer Details Medway Community Healthcare Unit 5 Ambley Green Gillingham ME8 0NJ https://www.medwaycommunityhealthcare.nhs.uk/ #J-18808-Ljbffr