About MCH
Do you want to be part of an award‑winning and dynamic social enterprise that:
* is renowned for providing high quality care and is ranked “Good” by the CQC;
* is a for‑better‑profit organisation, reinvesting any surplus back into our health and care services and our local community;
* is friendly, ambitious, welcomes innovation and rewards excellence;
* offers superior benefits; everything you get in the NHS and more;
* and whose achievements reflect the passion, dedication and commitment demonstrated by our staff across all services.
Our vision is to be a successful, vibrant, community interest company that benefits the communities we serve.
So if you want to be a part of this, we would love to hear from you.
Position Summary
We are looking for confident individuals with good communication and customer service skills to act as the professional first point of contact for our busy care coordination centre within the children’s admin hub. There is one vacancy – 1 × 28.5 hours per week. For this role you will be expected to work on a Friday, with the remaining days/hours negotiable.
Responsibilities
* Provide a high level of customer service and administrative support to patients and clinical services in a fast‑paced environment.
* Liaise with patients, service representatives, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of booking and general enquiries, including complaints, via the telephone and a variety of standard administrative tasks.
* Possibly required to issue/take responsibility for equipment used by self and others.
* 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.
* 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.
* 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: maintain concentration in a busy office environment; remain patient focused to ensure quality of service delivery; attention to detail.
* Mental effort: refer to effort factor questionnaire.
* Emotional effort: occasionally deal with difficult or challenging patients/callers.
Qualifications and Experience
* Education: Educated to NVQ Level 2 or equivalent.
* Experience of office procedures / customer care.
* NVQ Level 2 in business administration / customer care or equivalent.
* RSA Level 2 or equivalent.
* ECDL or equivalent knowledge of IT applications.
Essential Skills
* Communication and relationship skills – deal effectively with internal and external enquiries demonstrating excellent communication and customer care.
* Deal with routine, sensitive or confidential enquiries from patients, staff and the public.
* Provide and receive routine information either verbally or written, requiring tact or persuasive skills to overcome barriers to understanding.
* 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 escalatie and ensure this is done in a timely manner.
* 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 – use telephony and IT equipment regularly; 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; recognise that patient care is a priority and ensure patients are given 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.
Benefits
* Opportunity to become an MCH shareholder.
* In‑service training, one‑to‑one supervision, and appraisals with regular support.
* Friendly and supportive team with opportunities to develop your skills.
* Flexible working arrangements to support work‑life balance.
* Choice of two pension schemes – NHS Pension scheme and the Scottish Widows Group pension scheme.
Application Process
We reserve the right to close this advert earlier than the published closing date if we receive a sufficient number of applications. Shortlisted candidates will be contacted within 1 week of the closing date; no discourtesy is intended in not contacting you if your application is rejected.
When completing your application, please include the email addresses and contact telephone numbers for your referees; your referees should be your line managers / course tutors for the last 3 years.
Informal visits can be arranged on request.
Equal Opportunity Statement
MCH is an equal opportunity employer that is committed to a compassionate and inclusive workplace and values diversity of all people. We prohibit unlawful discrimination and harassment of any kind and wish to provide our employees with a work environment free of discrimination and harassment. At the heart of our values, we seek to treat people fairly and with dignity and respect and provide a workplace where people feel they belong.
We aspire to have a diverse and inclusive workforce and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join MCH. We are positive about disability and we guarantee interviews to applicants with a disability who meet the minimum criteria as specified in the job description. We are committed to offering support and making reasonable adjustments to allow full participation in the interview and selection process and through their employee journey.
We are committed to the safeguarding and welfare of children and vulnerable adults.
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