Detailed job description and main responsibilities

• To be the first point of contact for service users via Generic Mail  and  Call centre.
• To be part of the administrative service to the SCS and CAMHS including management of referrals and booking appointments together with related administration.
• To follow up DNAs, outstanding review appointments and unanswered 14 day letters.

Successful candidates will demonstrate:

• Sound knowledge of Patient database system such as RIO, PIMMS
• Microsoft Office
• Good communication and Telephone skills
• Ability to cope under pressure
• Ability to communicate effectively both orally and in writing
• Ability to work without direct supervision using own initiative, ensuring productivity is high and targets are met in line with service objectives
• Good time management skills and reliability
• Ability to organise and prioritise workload effectively
• Ability to work effectively as part of a team
• Ability to empathise and deal tactfully with families, service users and colleagues
• Sound understanding of confidentiality and its relation to health care delivery
• Ability to work flexibly and be responsible to changing demands and frequent interruptions

• To record contacts and actions on RIO according to local policies.
• To process discharged files ensuring accurate inputting of information to the required electronic record systems to facilitate efficient retrieval of files and following Trust policy.
• To assist bank or administration support staff in undertaking duties within the team as directed by Admin Team Lead. To support staff in learning office and reception processes and protocols.
• To assist with the caseload administration for SCS clinicians and therapists  in the community.
• To prepare information for example, client reports, letters, hard copy records/reports for clinics, in line with local policies and procedures.
• To assist in processing Data Protection and Subject Access enquiries, e.g. photocopying files, at the request of the Admin Team Lead and task co-ordinator, to ensure that all necessary information is provided in an efficient and timely manner.
• To collate, photocopy and distribute reports and other relevant information to parents and professionals, for example, education staff, G.P.s, internal/external agencies following local policies and procedures, ensuring that the appropriate parental consent has been received.
• To despatch outgoing correspondence via post room, email or DOCMAN as appropriate.
• To maintain log of specialist clinical equipment, logging issue and return and tracking and actioning schedule of maintenance and testing of the equipment as appropriate to the location.
• To maintain a log of equipment held by SPA and loaned to service teams e.g. projectors.
• To issue and record on RIO any non returnable equipment and supplies to service users as approved by SCS therapists/clinicians e.g. hearing aid batteries.
• To participate in the organisation and coordination of study days or training (including collating request forms).
• 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 attend courses and statutory training as identified through supervision and PDR.
• To pursue personal development of skills and knowledge necessary for the effective performance and development of the role.
• To work as part of a team and to undertake office or reception duties in the absence of other members of the admin team.
• To book venues for meetings and organise refreshments as requested.
• To take/type minutes of team meetings and distribute information to team members as requested.
• To undertake copy typing and formatting duties to include reports containing terminology relating to therapies, letters, memos and service documents and PPDRs as required.
• To distribute reports, letters, memos, payslips and service documents as required.
• To request and fulfil stationery orders for supplies for SPA and SCS staff business use.
• To photocopy, send faxes and laminate materials.
• To maintain a supply of handouts and leaflets issued to service users e.g. audiogram forms, dietitian pre-assessment food diaries, parental consent forms, service questionnaires, maps, follow up appointment cards, complement slips and all services leaflets,.
• To manage own workload, time management and transport needs in line with Trust, departmental and line manager guidelines and demonstrates an ability to prioritise tasks.
• To handle complaints (if first point of contact) in line with local policies and procedures and to escalate appropriately if they cannot be resolved at first point of contact.
• To support the Admin Team Lead to maintain records of sickness absence (e.g. recording absence notifications in spreadsheet and emailing appropriate line manager/supervisor).