Job Description

Are you a natural people person?



Do you have an eye for detail?



Do you have excellent communication skills?



If you answered yes, we've got the perfect role for you!



At Medway Community Healthcare we understand the vital role played by our care coordination centre.



We are looking for confident individuals with good communication and customer service skills who can provide a professional first point of contact for our busy care co-ordination centre within the SPA Team.



This role is responsible for providing a high level of customer service and administrative support to patients and clinical services in a fast paced environment.



Post holders will be required to 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.



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 work life balance 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

Previous applicants need not apply



The small print



Informal visits can be arranged on request.



We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.



MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.



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 routine, sensitive or confidential enquiries from patients, staff and the public.



Knowledge, training and experience



Educated to NVQ level 2 or equivalent



Experience of office procedures / customer care



NVQ 2 in Business Administration / Customer Care or equivalent



RSA 2 or equivalent



ECDL or equivalent knowledge of IT applications.



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, e.g. telephone messages from staff / patients



Accommodate patients with appropriate appointments and advise



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



The post holder will be required to use telephony and IT equipment on a regular basis



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.



To have the ability to recognise that patients care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy and respec



Responsibility for policy and service development implementation



Responsible for ensuring that organisational policies and procedures (including amendments and updates) are adhered to and implemented in own area of work.



Responsibilities for financial and physical resources



Maybe required to issue / take responsibility for equipment used by self and others.



Responsibilities for human resources (HR)



To maintain own training in line with MCH policy



Responsibilities for information resources



Accurately enter data / process information utilising appropriate IT systems



Transcribing / copy typing information provided by others



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 without direct supervision, reporting regularly to the line manager on key tasks and guided by defined policies and procedures/algorithm.



The post holder will be required to work as part of a team



Mental effort (refer to effort factor questionnaire)



To maintain concentration in a busy office environment



Remain patient focused to ensure quality of service delivery



Attention to detail



Emotional effort (refer to effort factor questionnaire)



The post holder will occasionally have to deal with difficult or challenging patients