Administration Officer

COMMUNICATION You will be required to handle high volume of incoming and outgoing telephone calls to consultants, doctors, clinical staff and members of the public in a polite and efficient manner. There may be conflicts within these conversations that you will be expected to handle with a caring and calm attitude. Maintain strict confidentiality at all times and providing responses under pressure and with competing demands To be able to deal with referrals and queries, providing prompt responses, this may include face-to-face information, under pressure and with competing demands. Record accurate information and handle with the priority stated by the referrer.

To exchange confidential, sensitive information with clinical staff on the telephone. The urgency of these conversations can mean that persuasive, reassuring, empathic, skills are required. Deal with queries raised by GPs or other healthcare professionals and members of the public both internally and externally to the Trust. You will need to ensure that data protection protocols are used at all times To deal with the concerns of clinical teams, relatives and external agencies regarding referral information, waiting times and capacity on a daily basis including the overall pressure on both Community and Acute Services Deal appropriately with complaints/concerns and compliments reporting these to the Senior Staff and observing proper channels of communicating thus information.

KNOWLEDGE Responsible for ensuring all correspondence is appropriately and accurately presented, using Trust and departmental procedures including medical terminology used by the clinical staff. To be skilled and experienced in the full range of secretarial work practices, software programmes, including, but not exclusively, SystmOne, ICE and auto page and specialised functional terms. To be proficient with the knowledge of patient records management supporting new users and instructing them as necessary. To have an understanding of supporting a multi-disciplinary team.

PLANNING AND ORGANSATION To maintain electronic diaries. Occasionally, arranging appointments and meetings via electronic systems. To maintain and update sickness records for community teams, ensuring that off duties are amended accordingly and teams notified of change Ability to deal with short notice planning and last minute changes as you may be required to cover the workload of others. To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department.

To have a flexible approach to working patterns INFORMATION RESOURCES Advanced keyboard skills. Administrative duties as requested by the Service Lead or Deputy including dictation and transcribing of minutes via various processes if required. Recording and storage of accurate data for required areas of the administration service. To maintain information systems associated with the team to ensure the performance of the service can be assessed Maintain up to date capacity information about the local providers and collate onto daily sit reps in a timely manner for the morning meetings.

POLICY AND SERVICE DELIVERY Follow all departmental procedures including the administration standard operating procedures, which may require staff to comment on proposals for changes to administration policies and procedures and to be responsible for keeping abreast of updates and changes as they happen. Provide and assist in the provision of audit data when required. FINANCE Manage and maintaining departmental stock including stationary. HUMAN RESOURCES To support with the training of new starters in the procedures of the department.

redirecting to a different service. Regular and continuous use of the PC and electronic equipment