KNOWLEDGE / SKILLS:

Excellent planning & organisational skills
Ability to prioritise workload to respond to changing demand
Ability to liaise and communicate with staff at all levels
Excellent interpersonal & communication skills inc. demonstrating empathy & sensitivity to patients and relatives
Ability to promote good working liaisons (staff, patients, relatives)
Extracting information / Listening Skills
Ability to handle complex enquiries - distressed & anxious patients
Ability to deal with challenging behaviour
Ability to provide excellent customer care
Knowledge of IT databases and computer systems
Comprehensive PC skills - databases, word-processing, email, Excel
Understanding of hospital IT systems
Knowledge of PAS or equivalent information system
Analytical skills & ability to problem solve
Proven strong administration skills
Accurate data entry
Excellent telephone manner
Knowledge of Trust procedures

EXPERIENCE:

Previous clerical experience
Working in an NHS/clinical environment e.g. hospital, GP surgery, CCG

JOB PURPOSE:

• Provide a professional, efficient and accurate administrative support function
• Undertake general clerical duties
• The post holder, may support either a medical or a non-medical team, and will support the team to provide an effective and timely service
• Provide excellent customer care which may include communication with distressed and anxious patients and relatives, treating them with tact and empathy
• Ensure all information is secure and confidentiality of information is maintained at all times
• Ensure the professional image of the Trust is maintained at all times