Job Description

JOB PURPOSE/SUMMARY The Post-holder will be responsible for supervising on a day to day basis a team of clerical staff responsible for the administration and clerical duties within Gynaecology. The post holder must be able to communicate sensitively and effectively with a wide range of people including patients and all other staff members. In addition the post holder will have to communicate with other outside agencies and other departments throughout the Trust. The post holder will assist in the organisation of the Departmental administration and clerical teams workload to provide a comprehensive clerical service and ensure the delivery of a coordinated and consistent operational management service.



Provide day to day supervision of clerical staff, monitoring staffing levels on a daily basis and adjusting when and where necessary to provide appropriate staff cover. Be involved in the recruitment and retention of the clerical staff ensuring that all new staff receive an appropriate induction and training to enable them to carry out their duties. Supervise and train members of the clerical team in all aspects of Patient Administration and customer service, including the allocation of work on a daily basis and the reviewing of work performance and progress. Along with the Assistant PSC, ensure clerical staff receives full briefings on current developments and be actively involved in staff meetings.



Exercise safekeeping of office equipment, including data held on the computer, work stations and any other equipment used. The Trust requires that all members of staff are appraised on a yearly basis and the post holder will be responsible for the appraisals for the allocated team members. The post holder will be responsible for the monitoring of sickness, holidays and other leave and return to work interviews following sickness and for preparing and providing statistics to managers and to salaries and wages. The post holder must ensure that processes/procedures comply with legislative requirements covering Health & Safety, Data Protection and confidentiality.



PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Staff Supervision Coordinate the day to day activities of a team of clerical officers. To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role. To be actively involved in the recruitment process. Continually review staffing levels and ensure there is adequate cover for staff during periods of absence in order to maintain a quality service.



Train and supervise members of staff in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals. Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development, including regular 1-1 meetings.



Service Management Be responsible for the implementation of Trust procedures and protocols within the department. Ensure the appointment pathways are managed in accordance with Trust and Patient Access Policies and within specialty guidelines. Ensure that information on the Trust Patient Administration System is recorded in an accurate and timely manner. To be receptive to and assist in, the development and introduction of new ways of working.



Ensure that joint working and close cooperation is developed with other departments and agencies. Undertake monitoring of performance to ensure high quality service delivery. Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Take responsibility for returning any follow-up calls as necessary.



Support the induction process for all new clerical officers and work with the Assistant Patient Services Coordinator to develop refresher programmes/updates for existing staff. Respect patient Confidentiality and be aware of the Data Protection Act and Caldicott Guidelines. Any other duties, which may be required as determined by the Assistant Patient Services Coordinator/ Patient Services Coordinator. Essential core values include: The post-holder is expected to be honest, fair and consistent in their approach and to accept responsibility for ones own achievements, acts and omissions.



Respect confidentiality in line with National, Trust and local policies and guidelines. A positive and professional attitude. Committed to providing the highest quality of administrative support. To promote, support and work towards the delivery and achievement of the Trusts and departments objectives.



Maintain and improve quality of service. A business like appearance. Commitment to own personal & professional development as agreed with their line manager. Commitment to their teams personal & professional development.

SPECIAL WORKING CONDITIONS i) PHYSICAL EFFORT:

Office based and regular use of a VDU and display screen equipment. ii) MENTAL EFFORT: Frequent requirement for concentration working to departmental deadlines and service level agreements. iii) EMOTIONAL EFFORT: Direct patient contact may be required in a non-clinical role iv) WORKING CONDITIONS: Office based.