Detailed job description and main responsibilities

• Act as the first point of contact to clients on the telephone, maintaining calmness, politeness and good customer relationship skills at all times.
• To provide detailed and relevant information describing rehabilitation and social care services available in Greenwich for people with a range of differing needs
• Provide a point of contact for the members of Neuro team by telephone and written correspondence.
• Take clear and concise messages for other members of the team.  Forward messages to staff members in a timely manner
• To effectively analyse and respond to situations as they arise, problem solving and alerting appropriately.
• Arrange appointments with service users ensuring clear communication and documentation on the relevant IT system
• To follow-up and provide feedback for referrals inappropriate for the therapy and social care teams and advise future suitable action.
• Maintain client databases and provide statistical information as required
• Processing new referrals and information, recording appropriate data onto spread sheets, waiting lists and sending acknowledgement letters, including the use of RiO and MOSAIC to its full functionality for the services.
• Take details of self referrals from patients and carers over the phone and process using a template
• To book interpreter services as required for appointments
• Support therapy and nursing staff with discharge reports and ensure they are processed in a timely manner and uploaded to RIO in accordance with local policies and procedures.
• To collate, photocopy and distribute reports and other relevant information to, for example, education staff, G.P.s, internal/external agencies, following local policies and procedures, ensuring that appropriate consent has been received.
• Opening, sorting and distribution of post and any relevant correspondence .
• To collate agenda items, take minutes at team meetings and distribute information to team members as requested.
• To liaise with internal and external agencies, for example, Rydons, Conceptunet, IT department on behalf of the team to facilitate the resolution problems related to equipment used by the team, for example computer, printer, photocopier, telephone, internet access and so on as requested.
• To gather data as requested, for example, activity data and statistics, providing punctual and accurate information following departmental and local trust guidelines as required on a weekly, monthly and quarterly basis.
• To take account of and act according to individual patient circumstance, giving due regard to cultural differences and diversity of patients, carers and service users in the Borough of Greenwich.
• Ensure consistent and robust reporting of patient related information on RiO and MOSIAC as requested and according to local policies.
• To provide input of service development ideas to the administrative team and develop current administrative procedures, facilitating on-going and efficient processes within the department as required
• To monitor and maintain the departmental stationery including stock for support equipment, for example, printers and photocopiers and facilitate access for clinical staff as requested.
• To process discharged files ensuring database recording to facilitate efficient retrieval of files and organise external archiving of information in line with Trust policy
• Demonstrate flexibility and negotiation skills with team members and patients in terms of appointment availability; implement solutions and strategies to participate in a team environment, seeking advice and support where necessary.
• To ensure the ‘end of day safety’ mobile phone system is completed daily, and logged
• To book venues for meetings and organise refreshments as requested.
• To ensure issues regarding Health and Safety risk management or associated policies and guidelines, are reported to the Operational Manager.
• To undertake any other tasks appropriate to the post including general administrative duties, typing support, minute taking and other functions in order to enable the team to provide an effective service.