Address Communication and Working Relationship Skills To use a variety of software packages including Microsoft Suit and bespoke packages relating to Trust informatics and patient records to produce correspondence and maintain records, spreadsheets and databases. To exchange factual information with people who use our services using persuasion tact, reassurance empathy and acknowledging barriers to understanding. To document information in accordance with record keeping standards. The post holder will often be the first point of contact and the focal point of services; therefore clear communication skills are required.
To ensure that any information relating to safety of people who use our services and others is communicated immediately to senior team members. Frequently communicates with people using services concerning their appointments and treatment; and DWP if appropriate to role. Deals with enquiries from relatives and the public. Communication with staff on work procedures and external agencies on behalf of the service.
Working within a multi-disciplinary environment ensuring that communication withappropriate team members is effective and contemporary. Produce clear and accurate written correspondence (including the composition of adhocroutine letters) e.g. letters, memos, report, audio recording of minutes and use of Trust Intranet and Internet as required. To provide effective communication with people who use our services, relatives andcarers, visitors, staff and others.
To ensure that all communication is within the boundaries of patient confidentiality and toseek guidance when unsure. To manage both telephone and face to face contacts with distressed people who use ourservices in a supportive manner. Analytical and Judgemental Skills Judgement involving facts or situations, some requiring analysis. Resolves problemsrelating to patient records; locates missing case notes; cash discrepancies: makejudgements on how to respond to patient enquiries.
Some roles may include dealing withDWP benefit enquiries Keep appropriate statistical records/information as and when required by theteam/service for audit purpose. Provide statistical returns when required which mayinvolve entering statistical data onto data bases. Maintain and monitor service/department staff records, e.g. annual leave, training andpersonal contact information and proactively support cover arrangements in times ofabsence.
Planning and Organisational Skills Deliver excellent levels of service by regularly assessing, problem solving, evaluatingand reporting to line manager in a timely proactive manner when these standards havenot been met, and enabling appropriate action to be taken. Implement planned actionsand response, communicating changes as appropriate. Arrange meetings, hospitality, venues, distributing agendas/notes and managing multiplediaries. Maintain room booking schedules.
Contribute to the smooth running of administrative systems including management ofgeneric email accounts and electronic and paper filing systems as well as other forms ofcorrespondence. Prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer andseek guidance on issues outside of post holders level of competency or authority to linemanager.
Using appropriate electronic systems, ie room booking system to adjustclinic/appointment/meeting times as required. Responsibility for Patient/Client Care, Treatment and Therapy Act as a principle point of contact for users of the service, e.g. Individuals fromwithin/outside the Trust, people who use our services and members of the public. Responsibility for Policy and Service Development Implementation Maintain and continue to improve knowledge and understanding of the Trust/Serviceincluding systems, policy and current issues, particularly to own area of work.
Adhere to all Trust and departmental policies and procedures relating to role. Comply with local administrative procedures. Participate in local review of administration services.
