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Intermediate administration services officer

2 months ago

Gillingham, United Kingdom Medway Community Healthcare Full time

Job summary

Are you an experienced administrator with excellent organisational skills and an eye for attention to detail? Are you able to deal with confidential and sensitive information in a timely manner.

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

We are looking for an experienced administrator to join our intermediate care and urgent response administration team. The successful candidate will be responsible for providing a high level of administrative support to the services. They will be the single point of access for all incoming referrals to the service, support with clinical triage of referrals and where necessary track patients through care pathways.

The post holder will coordinate service activities and will also be required to provide a high level of customer service, liaising with patients, service representatives, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of enquiries.

Main duties of the job

To deal effectively with internal and external enquiries, demonstrating excellent communication and customer care To plan, organise and prioritise a range of tasks and activities to make best use of resources in a timely fashion, ensuring deadlines are adhered to Respond appropriately to enquiries from other services and service-users, referring to other members of the team when necessary To be able to manage a range of data to enable the service to operate effectively Prepare reports and letters in relation to patient care Produce performance monitoring reports as required Single point of access for referrals to support with discharge from acute trusts and for referrals for community-based Urgent Response services

About us

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.

Job description

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 Build relationships with the wider team to encourage a cohesive approach to patient care. Knowledge, training and experience Educated to A Level standard or equivalent Experience of a range of office procedures NVQ3 in business administration / customer care or equivalent RSA Stage 3 or equivalent ECDL advanced desirable Accurate and timely copy/audio typing Knowledge and understanding of concerns that may be reported to you that require further escalation. Analytical and judgement skills Make judgements involving facts/situations sometimes requiring analysis of inform-ation Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner, telephone messages from staff/ patients Make appropriate referrals to other services within and outside of the organisation. Planning and organisational skills Organise and allocate work, tasks or activities Manage diaries, plan meetings, rotas and schedules Work flexibly to maintain cover within the service / organisation Produce and maintain effective systems to ensure the service operates efficiently eg: planning appointments, patient transport Manage shift allocation to ensure appropriate level of cover in achieved. Physical skills Advanced keyboard skills for regular use of computer systems Use office equipment 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 when patients care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy, respect and makes them feel valued To ensure patients dignity, privacy and confidentiality is maintained at all times To escalate any issues regarding patient care, safeguarding or complaints To reports incidents timely and escalate as appropriate. Responsibility for policy and service development implementation Responsible for ensuring that organisational policies and procedures are adhered to and implemented Contributes to changes and updates of polices / procedures in own area of work Responsibilities for financial and physical resources Manage and ordering of stock/office stationery/equipment Maybe required to issue/take responsibility for equipment used by self and others Responsibilities for human resources (HR) To supervise and co-ordinate the day to day work of new or less experienced staff To take part in peer group meetings and supervisions To actively participate in appraisal system identifying personal development needs and plans Responsibilities for information resources Create or format databases/spread sheets/publications utilising appropriate IT systems Transcribing/copy typing information provided by others eg: discharge reports 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 using own initiative, escalating to manager when required Works independently to defined policies and procedures. Physical effort (refer to effort factor questionnaire) Mental effort (refer to effort factor questionnaire) Emotional effort (refer to effort factor questionnaire) Working conditions (refer to effort factor questionnaire) Person Specification

Disposition and attitude

Essential

Flexible & adaptable Caring & compassionate Open, honest and transparent Treats everyone as an individual

Qualifications/Experience

Essential

A Levels or experience of a range of office procedures

Desirable

NVQ3 in Business admin / customer care Previous experience of working with a healthcare provider

Special Knowledge/Expertise

Essential

Excellent communication skills Advanced IT skills to include Microsoft packages Proven standard of word processing skills, with a high standard of speed, presentation and accuracy Good Team worker

Practical / intellectual skill

Essential

Ability to organise and allocate work tasks or activities Ability to work accurately and efficiently

MCH values

Essential

Being caring and compassionate Working in partnership Delivering quality and value