Communication and relationship building The post holder will: Be required to adhere to the organisations standards of customer care.Welcomes visitors and deals with clients in a confidential and sensitive manner, this could be face to face, via e-mail or over the phone and may require tact, persuasion and negotiation skills to exchange information relating to appointments / admissions. To courteously and efficiently receive enquiries, taking messages and ensuring that these are passed on to the appropriate person. To communicate effectively with staff and clients within partner agency organisations in a confidential and sensitive manner. This may include GPs, healthcare professionals, hospital departments and referral centres.
The post holder will be expected to behave in accordance with the Trust's values of demonstrating compassion, striving for excellence, respecting diversity, acting with integrity and to listen and support others To maintain patient confidentiality in accordance with the local and Trusts policies familiarity with Data Protection Act and other related policies. Responsibilities for analysis The post holder will: Use high levels of analytical and judgement skills in this role. Be able to make judgements on complex facts requiring interpretation and through comparison of available options. Exercising judgement when dealing with patient, staff or external contacts is an essential role requirement.
Resolving minor problems with regard to patients, medical colleagues and payroll queries. Responsibilities for planning & organisation of activities The post holder will: Coordinate and organise own workload to meet departmental deadlines Organise multiple scanning lists in order to ensure work is carried out following principles of urgency and priority in a rapidly changing workflow setting. Ensure appropriate diary/ roster management for consultant colleagues and specialty doctors both in and out of hours. Responsibility for Patient and Client Care The post holder will: Be required to put the patient, as the first priority, at the centre of all activities.
Have regular contact with patients/relative/ carers and referrers by phone, e-mail or face to face and will provide appropriate non-medical information and advice to these individuals (i.e. appointment/admission information). Development of policies and services The post holder will: Participate in policy and service development. Adhere to all organisational/ departmental guidelines, policies, standard operating procedures and protocols Contribute and comment on proposals as well as implement administration policies.
Where necessary propose suitable changes to working practices for own area. Please refer to the job description for further details.