Job Description

The role will be diverse and challenging with a requirement for the successful applicant to be well organized, with an excellent eye for detail. Excellent communication skills with a sensitive and professional manner is vital. Being able to communicate to clinicians, management and other administrative staff, delivering training on different systems, and providing support and challenge so that the team can meet KPIs are key parts of the role.
Liaise with a wide range of stakeholders, both internal to the organization and external, including:

• Medical Staff
• Multidisciplinary Teams (Community or Inpatient)
• Services Users and Careers
• Health and Social Care teams
• Third sector/voluntary agencies
• Community groups and local authority provision
• Other statutory agencies e.g. Police, Ministry of Justice etc.
• Set out local specifics as required.
• Excellent communication skills, written and verbal, with a wide range of people, including outside agencies, sometimes requiring tact and persuasive skills where there may be barriers to understanding or agreement.
• Exchange verbal and written information with patients, staff and careers relating to appointments, admissions and meetings etc.
• Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include
• sensitive information.
• Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
• To receive and open mail (paper and electronic as necessary) and distribute/dispatch accordingly ensuring appropriate action is taken with high priority items.
• To manage both telephone and face to face contacts with distressed service users in a supportive and empathetic manner.
• Exercise judgment when dealing with patient inquires, analyze and resolve non-clinical patient problems including resolving conflicting diary
• appointments or schedules, clinics, meetings, tribunals etc.
• Manage the organization of key meetings including business meetings and conferences, grievance hearings etc. and compile and prepare agendas and
• supporting papers for meetings.
• Type patient reports/correspondence/e-mails as required, deal with telephone/face to face enquiries from patients. Input accurate and up to date patient data onto the Rio system.
• Interpret and advise on data and office management functions and implement relevant procedures.
• Consider line management issues and decide on a course of action to be taken.

Day to Day line management of the secretarial support to medical staff as required:

• Carry out supervision sessions on a monthly basis
• Undertake appraisals
• Provide immediate guidance and assistance in problem solving
• Agree/monitor absences in regard to Annual leave, flexi time, sickness
• Workload management
• Prepare and present reports and a range of complex information in a range of formats including the production of scorecards, KPIs, performance reports and ad-hoc reports.
• Collect performance data and produce monthly performance reports as required and directed by the Business Coordinator.
• Ensure that appropriate systems are developed and maintained to prompt bring forward information or follow-up that is required for appointments, meetings and projects etc. and for outstanding work that has been requested by a certain deadline.
• Take and distribute formal minutes as necessary.
• Authorized signatory for small payments, timesheets.
• Set up and manage effective office management/filing systems to support the service delivery.
• May need to arrange rotas/staff cover.
• Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.
• Priorities workload with particular consideration to issues arising and responding to shifting priorities appropriately.
• Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or careers.

Required Knowledge, Skills, and Abilities