Administration services officer

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 respect 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

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