Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac. 

• Use a variety of communication and interpersonal skills to establish and maintain good working relationships at all levels.
• Deal with first line enquiries and communicate routine information with staff, external agencies, NHS colleagues and service users over the phone and by e-mail.
• Provide non-clinical advice and information to service users, relatives, and families, referring the caller to a more appropriate member of the Specialist Palliative Care Team (SPCT) where necessary.
• Analyse information received, and use own initiative to resolve routine problems for service users, relatives, and/or their families, or escalate more complex issues as appropriate.
• Receive and transmit routine information requiring tactful, persuasive and empathetic skills when dealing with patients and carers in person or by phone. Provide feedback as appropriate, ensuring that messages are relayed in a timely manner and action is taken.
• Be able to diffuse potentially confrontational situations by using diplomacy, tact and empathy when dealing with patients/relatives and members of the public who may be aggrieved or irate.
• Be non-judgemental and portray a professional image at all times representing the Health Board.
• Utilise judgement skills to efficiently deal with any queries that are relayed by staff, patients, relatives, and members of the public who present in the Department.
• Provide a comprehensive range of administration and clerical processes to support the SPCT function, this will include; typing letters, sending and receiving e-mails, undertaking photocopying and scanning, requesting and disseminating information to a range of internal and external contacts, maintain records and filing systems, be responsible for the receipt and distribution of mail for the department/team, undertake photocopying/faxing as required, take and transcribe notes of meetings as required.
• Maintain and update patient administrative systems and databases efficiently and  
• Ensure all case notes/client files are tracked to the correct location, and stored away securely at the end of the working day.
• Assist the SPCT in the collection and collation of statistical information for audit purposes.
• Ensure adequate stationery and stock levels for the team, replenishing as required.
• Have a duty of care for any office equipment used throughout the working day, reporting any faults to the Line Manager, and ensure all offices/work areas are secure before leaving at the end of day and that no business correspondence is left unattended.
• Ensure paper and electronic records held in the Department are accurate, up to date and stored securely to comply with the Data Protection Act and local Policies and Procedures.
• Implement and adhere to Cwm Taf UHB policies and procedures, and be responsible for ensuring they are up to date with those that are relevant to their role.
• Demonstrate secretarial and administrative tasks and duties to any new starters or less experienced staff within the Department.
• Attend and participate in Organisational Briefings, Departmental Meetings and Staff Meetings as required.
• Organise own daily work processes and prioritise as necessary, adapting a flexible approach to meet the needs of the service and responding to competing demands which will require re-prioritisation of tasks and duties.
• Cover colleagues during times of absence to meet the needs of the department.
• Access Health Board IT systems, and be required to use standard keyboard skills to undertake data entry using the patient administrative systems on a frequent basis.
• Be based in clinical areas, and will also be required to resolve appointment issues, retrieve medical records, deal with sensitive correspondence, and will be required to book patients into clinic, check demographic details including telephone numbers, amend notes, clinical systems, addressograph labels as necessary, input appointment outcomes and book necessary follow up appointments in consultation with the patient.
• When in clinical areas, re-direct clinical queries to the most appropriate member of the Department.
• Adhere to the Health Board Financial Control Procedures at all times, and ensure their contribution to saving the Health Board’s Energy is undertaken by switching off unnecessary lighting, PCs and any other equipment when safe to do so particularly when the office is unmanned and at the end of each shift.
• Undertake Corporate/Department Induction, undergo an annual performance appraisal, and ensure a personal portfolio is kept up to date.
• Undertake audits of own work, and complete staff surveys as necessary.
• Work within the remit of the role, using their initiative where possible but identifying where support and advice is required.