Detailed job description and main responsibilities

1.    Communication and relationship skills

•    Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.
•    Provide and receive complex information either verbally or written, requiring tact or persuasion to overcome barriers to understanding.
•    Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public recognising the need to escalate appropriately.
•    Good interpersonal skills with the ability to negotiate effectively with staff and service users which may include the need for mediation and empathy.
•    To manage a system of regular team meetings and promote effective communication.
•    To implement an effective system of communication with new staff, ensuring that orientation and induction systems are effective, monitored and managed according to MCH policies.
•    To communicate effectively with colleagues across the service liaising on a day-to-day basis with the management team to ensure the provision of a robust and efficient service
•    To provide professional and timely communication links between the various contacts and ensure channels of communication are always efficient and effective.  To have excellent communication skills and able to convey information to others.
•    To support the Head of the Care Coordination Centre with specific tasks.

2.    Knowledge, training and experience

•    Foundation degree or equivalent level of experience in a full range of office / secretarial / administrative procedures.
•    NVQ4 / BTEC in business administration / customer care is essential or equivalent with proven experience. NVQ5 is desirable.
•    ECDL Advanced / knowledge of IT applications/ systems.
•    Evidence of continuing personal development is essential.
•    Proven experience at management level within the NHS or social care environment.
•    Experience of validating, analysing and presenting data.
•    Knowledge and understanding of operational service delivery.
•    Knowledge of electronic clinical and employee management system.
•    Excellent numeracy skills with the ability to analyse and interpret complex data.
•    Excellent communication and interpersonal skills with the ability to lead and motivate staff. from diverse backgrounds and relate sensitively and effectively with a wide range of professionals and service users alike.
•    Ability to work flexibly, under pressure and concentrate despite frequent interruptions.

3.    Analytical and judgement skills

•    Act on own initiative to make judgements involving facts / situations requiring analysis and comparison of a range of potential options.
•    Analysis of business performance information, decisions on meeting business targets, highlighting performance information. 
•    Delegation of tasks where appropriate.
•    Ability to deal with distressed families/carers in a sensitive nature either via telephone or face to face contact.
•    Ability to protect confidentiality of information relating to patients and staff.
•    Ability to help maintain a safe environment for patients, visitors, self and staff and ensuring compliance with Health and Safety at Work regulations.
•    Monitor sickness levels for the administrative team and ensure absence is managed to ensure adequate administration support is available for all teams.

4.    Planning and organisational skills

•    Organise / allocate complex work, tasks or activities and adjust as required adhering to deadlines to support referral management, bookings and call handling.
•    Work flexibly and arrange cover within the service / organisation.
•    To work with the Head of the CCC to develop and ensure operating policies and procedures are in place for the effective and efficient running of the service.
•    To ensure appropriate management support for all staff including a flexible approach to working hours as the service needs dictate.
•    To ensure that administrative and operational staff duty rotas are prepared as necessary, liaising where appropriate with management team colleagues, making amendments as necessary, and circulating accordingly.
•        To always work within MCH and service policies and procedures and ensure that staff are aware of policy developments. 
•        To follow/practice Health and Safety policies in conjunction with the policies and protocols of MCH.
•        To work unsupervised deciding on and re-organising priorities for the team/own workload.

5.    Physical skills

•    Advanced keyboard skills for regular use of computer systems.
•    The ability to use various office equipment for the role.
•    The post holder will occasionally be involved in the adjustment or moving of 
equipment or supplies, which may include some bending, lifting and non-patient manual handling.  

6.    Responsibility for patient / client care

•    Assists patients/clients/relatives during incidental contacts.  
•    Promote a culture of courtesy and respect for patients and their families/carers among the team. 
•    To act as a point of contact for telephone enquiries from patients, relatives, carers and staff, providing non-clinical advice, ensuring urgent matters are resolved in a timely manner.

7.    Responsibility for policy and service development implementation

•    Responsible for ensuring that organisational policies and procedures are adhered to and implemented by self and staff within own area of work.
•    Implements policies for own work area and proposes changes to working practices or procedures for own work area in collaboration with the Head of the Care Coordination Centre.
•    To actively participate in the CCC management meetings making recommendations in relation to service delivery as appropriate. 
•    To be aware of and work to the procedures set out in Service and Trust policies. 
•    To attend meetings as required improving communication and sharing ideas.
•    Contributes to changes and updates of procedures in own area of work.

8.    Responsibilities for financial and physical resources

•    Manage stock / office stationery.
•    Maybe required to issue / take responsibility for equipment used by self and others.
•    Authorised signatory for additional hours and ensuring rota system is accurate.
•      To be responsible for effective and efficient use of resources within the service

9.    Responsibilities for human resources (HR)

•    Supervise / train less experienced employees such as lower bands, apprentices or volunteers.
•    Day to day management and supervision of the administration teams, including recruitment and selection and performance management issues.
•    To always work within the organisation’s policies and procedures for human resources liaising as appropriate with the HR team where appropriate.
•    Ensure all administrative staff are competent to fulfil their role, receive appropriate training, development and support in line with the personal development plans.
•    To maintain and monitor accurate processes for the recording of annual leave, sickness and other absence, ensuring all staff fully understand their responsibilities for reporting
•    Implement a system of local induction for new staff and ensure attendance at MCH induction programmes. 
•    Ensure that staff appraisal is carried out annually reflecting on both personal and professional competencies and identifying specific agreed through the personal development plan. 
•    Supervise/train less experienced employees such as lower bands, apprentices or volunteers

10.    Responsibilities for information resources

•    Create or format databases / spread sheets utilising appropriate IT systems.
•    Creation of reports / documents as required.
•    To be responsible for ensuring all patient records whether electronic or paper are dealt within the guidelines generated by Information Governance, Data Protection legislation and Caldicott Principles. 
•    To access data on the patient system as required, including clinical audit to produce and report on service activity. 
•    Keep accurate records of all staff statutory and mandatory training and appraisals, ensuring that all staff meets all requirements in these areas.
•    To use all databases and software packages efficiently and to input accurate data, ensuring security, confidentiality and appropriateness of use.