¹û¶³´«Ã½APP

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

1. 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.

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2. 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.

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3. 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.

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4. 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.

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5. Physical skills

• Advanced keyboard skills for regular use of computer systems
• Use office equipment

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6. 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.

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7. 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

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8. 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

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9. 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

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10. 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

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11. Responsibilities for research and development (R&D)

• Will be required to undertake surveys and audits when requested in own area of work

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12. Freedom to act

• Plan and organise own workload using own initiative, escalating to manager when required
• Works independently to defined policies and procedures.

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13. Physical effort (refer to effort factor questionnaire)

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14. Mental effort (refer to effort factor questionnaire)

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15. Emotional effort (refer to effort factor questionnaire)

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16. Working conditions (refer to effort factor questionnaire)

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