Job Description

Are you an experienced administrator with excellent organisational skills and an eye for attention to detail?



Are you able to deal with confidential and sensitive information in a timely manner.



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



We are looking for an experienced administrator to join our intermediate care and urgent response administration team. The successful candidate will be responsible for providing a high level of administrative support to the services. They will be the single point of access for all incoming referrals to the service, support with clinical triage of referrals and where necessary track patients through care pathways.



The post holder will coordinate service activities and will also be required to provide a high level of customer service, liaising with patients, service representatives, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of enquiries.



To deal effectively with internal and external enquiries, demonstrating excellent communication and customer care



To plan, organise and prioritise a range of tasks and activities to make best use of resources in a timely fashion, ensuring deadlines are adhered to



Respond appropriately to enquiries from other services and service-users, referring to other members of the team when necessary



To be able to manage a range of data to enable the service to operate effectively



Prepare reports and letters in relation to patient care



Produce performance monitoring reports as required



Single point of access for referrals to support with discharge from acute trusts and for referrals for community-based Urgent Response services



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.



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



Build relationships with the wider team to encourage a cohesive approach to patient care.



Knowledge, training and experience



Educated to A' Level standard or equivalent



Experience of a range of office procedures



NVQ3 in business administration / customer care or equivalent



RSA Stage 3 or equivalent



ECDL advanced desirable



Accurate and timely copy/audio typing



Knowledge and understanding of concerns that may be reported to you that require further escalation.



Analytical and judgement skills



Make judgements involving facts/situations sometimes requiring analysis of inform-ation



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



Make appropriate referrals to other services within and outside of the organisation.



Planning and organisational skills



Organise and allocate work, tasks or activities



Manage diaries, plan meetings, rotas and schedules



Work flexibly to maintain cover within the service / organisation



Produce and maintain effective systems to ensure the service operates efficiently eg: planning appointments, patient transport



Manage shift allocation to ensure appropriate level of cover in achieved.



Physical skills



Advanced keyboard skills for regular use of computer systems



Use office equipment



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 when patient's care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy, respect and makes them feel valued



To ensure patients' dignity, privacy and confidentiality is maintained at all times



To escalate any issues regarding patient care, safeguarding or complaints



To reports incidents timely and escalate as appropriate.



Responsibility for policy and service development implementation



Responsible for ensuring that organisational policies and procedures are adhered to and implemented



Contributes to changes and updates of polices / procedures in own area of work



Responsibilities for financial and physical resources



Manage and ordering of stock/office stationery/equipment



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



Responsibilities for human resources (HR)



To supervise and co-ordinate the day to day work of new or less experienced staff



To take part in peer group meetings and supervisions



To actively participate in appraisal system identifying personal development needs and plans



Responsibilities for information resources



Create or format databases/spread sheets/publications utilising appropriate IT systems

Transcribing/copy typing information provided by others eg:

discharge reports



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 using own initiative, escalating to manager when required



Works independently to defined policies and procedures.



Physical effort (refer to effort factor questionnaire)



Mental effort (refer to effort factor questionnaire)



Emotional effort (refer to effort factor questionnaire)



Working conditions (refer to effort factor questionnaire)