Detailed job description and main responsibilities

Key Result Areas & performance

 1.    General Administrative Duties/Team Support
·      Liaise with GPs, hospitals, and healthcare teams via email and phone regarding patients.

·      Take messages, ensuring confidentiality in accordance with Trust policy.

·      Update DN/GP MDT meeting tracker weekly.

·      Accurate data entry and documentation, including typing correspondence.

·      Lead and take minutes in daily patient handovers meetings.

·      Support nurses with caseload management; check for overdue appointments daily on interactive worksheets.

·      Access and manage patient records on RiO.

·      Prepare, manage, and archive patient records in accordance with the archiving procedure.

·      Assist with onboarding of new team members.

·      Support management of caseload and Interactive Worksheet on the Patient Record system currently RiO.

·      Maintain general filing.

·      Keep site noticeboard up to date, display new guidance/policies/training, and keep information tidy.

·      Conduct patient outreach surveys (such as Friends and Family Tests).

·      Assist with data collection and audits as needed.

·      Understand and follow Trust Complaints Procedures; support document collection for complaints where required.

·      Book translators as requested, providing relevant codes.

·      Suggest service improvements as appropriate.

·      Complete all mandatory training in a timely manner.

·      Provide cover for duties across sites as required.

·      Handle confidential waste correctly.

·      Check that all DN visits are outcomed daily; inform DNs and Nurse Leads of any unoutcomed visits.

·      Prepare blue folders for nurses’ first visits.

·      Perform other equivalent duties as required.

2.    Ordering, Receiving and Despatching Goods

 ·         Order and receive medical equipment, supplies, PPE, IT equipment, and uniforms for the team.

·         Maintain skills in SBS ordering; receipt goods and notify personnel.

·         Ensure the secure storage and correct paperwork for equipment or repairs.

·         Maintain the stock room in collaboration with healthcare personnel.

 3.    Single Point of Access Call Centre Support

·         Act as first contact for patients, families, and friends, ensuring timely relay of messages.

·         Handle queries sensitively and maintain confidentiality.

·         Process referrals and information on RiO with a focus on data accuracy.

·         Log and allocate visits via Daily Team Planner and Message Book in RiO.

·         Handle written and phone enquiries, admin tasks (phones, cancellations, post, date stamping, photocopying, scanning).

·         Provide cover for colleagues as needed.

·         Maintain competence in Community Patient Record system (RiO), attend system/update training, assist new staff.

·         Manage occasional aggressive or verbally abusive calls, following procedures.

·         Refer complex issues to supervisor/manager while maintaining confidentiality.

·         Ensure commercial and visitor queries are directed appropriately.

·         Keep the office environment tidy and presentable.

·         Flag urgent referrals/messages for prompt attention; coordinate with Neighbourhood Nurse Lead or Team Leader as needed.

·         Assist team staff by ensuring correct patient information is available on RiO.

Work force and Financial Duties

• Participate in supervision, appraisal, and staff meetings.
• Contribute to team induction.
• Maintain completion of all mandatory training.
• Ensure adequate supplies for daily operations; monitor and order stationery; file delivery notes.
• Receipt orders on SBS Oracle, notify procurement and Nurse Leads of missing items, investigate related queries.