Detailed job description and main responsibilities

• Patient communication: face-to-face interactions with  hard of hearing and Deaf individuals as well as receiving/placing telephone calls with patients and communicating via email and text messaging. 
• Professional communication: working as part of an administrative team to support clinical commitments as well as communicating with professional partners to resolve orders, invoices and source goods.
• Adapt to service demands: deal with conflicting service demands and potential short-term changes as well as managing distressed and angry patients using de-escalation skills to resolve conflicts.
• Clinic administration: transcribing clinical notes and letters to GP, Health Visitors and School nurses and other stakeholders as well as handling referral letter triaging.
• Stock control: take inventory of stock and work to manage stock levels across sites
• Clinic analysis: collecting departmental statistics and enter these into our Key Performance Indicator tracker
• Training and support: Train new members of the admin team, advising on correct procedures
• Clinical duties: Work with and manipulate small hearing aid parts, identifying hearing aid models and offer basic maintenance support, maintaining good infection control skills while working with hearing aids and patient ear moulds.
• Policy and service development: contribute to staff meetings and discussions that impact the development of the administrative team
• Financial and resources: work with management team to raise orders, receipt invoices for the department, using a number of systems. Work with Patient Access Officer to ensure staff timetabling is completed and liaise with outside clinics to arrange collection/return of hearing aids as well as manage the processing of ear moulds from the manufacturer.
• IT capabilities: utilise a number of computer-based applications, including Auditbase, the department's specialist patient management system.  They will deal with the Trust-wide IT systems including purchasing, referral systems and patient management systems.