Intermediate administration services officer

5 days 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 enthusiastic and motivated senior administrator to work within our Care Coordination Centre in the Children's Admin Hub who has:

experience of interaction with all levels of staff and the public previous administrative and organisational experience experience of managing and prioritising own workload and working to deadlines a 'can do' approach

Main duties of the job

This role is responsible for providing a high level of administrative support to clinical community services, from within the specified administration hub.

The post holder will be required to deal with highly sensitive information, working towards deadlines and be required to provide excellent customer service to our patients, healthcare professionals and other colleagues.

Other duties may include dealing with a wide range of administrative tasks, including referral management, client enquiries, making and receiving telephone calls and booking appointments.

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 life 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 which will not mean sacrificing time forpersonal interests or family commitments. We aim to support you to work flexibly in a way that will suit you and us.

The small print

Informal visits can be arranged on request. We will always appoint the best person for the job, but applications are particularly welcome from candidates from BAME groups which are under-represented in our service. We will offer you the choice of two pension schemes; the NHS Pension scheme and our Scottish Widows group personal pension. MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients. Job description

Job responsibilities

Job purpose

Main aims of the role

Uploading of documents containing sensitive information and liaising with relevant healthcare professionals in a timely manner. To communicate and manage appointments and clinical related information, to ensure the users of the service are the centre of everything we do To be able to manage a range of data to enable the service to operate effectively 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 patients, referring to other members of the team when necessary Provide general administrative support to specified administration hub Arrange and support meetings, take minutes and/or action notes To be the first point of contact for patients and health and social care professionals contacting the Care co-ordination centre (CCC) requesting assistance, advice customer experience feedback and complaints. Managing calls in an efficient, timely, sympathetic and courteous manner, whilst working to pre-defined triage algorithms or agreed standard operating procedures (SOPs) 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 potentially complex, sensitive or confidential enquiries from patients, staff and the public. Knowledge, training and experience Experience of a range of office procedures NVQ3 in business administration / customer care or equivalent RSA Stage 3 or equivalent ECDL advanced desirable 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, telephone messages from staff/patients Planning and organisational skills Organise and allocate work, tasks or activities Manage diaries, plan meetings, schedules and clinics Work flexibly to maintain cover within the service/organisation Produce and maintain effective systems to ensure the service operates efficiently, planning appointments and time management Physical skills Advanced keyboard skills for regular use of computer systems Use general 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 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 Responsibilities for information resources Create or format databases/spreadsheets/publications utilising appropriate IT systems Transcribing/copy typing information provided by others Minute taking 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

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