YOU’LL HAVE THE FOLLOWING SKILLS/EXPERIENCE:

Able to accept and undertake responsibility for designated tasks.
Secretarial/ reception experience and dealing with face to face patients or customers
Experience using word
Experience using Medway system
6 months experience within a customer care (face to face) environment.
Demonstrate good organisational skills.
Demonstrate insight into the importance of maintaining a safe working environment
Able to know own limitations and seek advice.
Able to complete tasks set, follow instructions.
Flexible and adaptable in approach to work.
Able to undertake manual handling tasks.
Clean driving licence.

JOB PURPOSE

To provide an effective and efficient appointment/ reception service to patients and other users and administrative support to Hand Therapy Outpatient department staff.
To provide effective and efficient administrative support for the Therapy department.

RESPONSIBILITIES:

Administration

• To provide an effective and efficient reception service to patients and visitors to the department.
• Arrange patient appointments following the booked appointment system
• To act as a point of contact for the public and staff of the Therapy department, taking messages, transferring calls and informing therapists of patient attendance.
• To record patient referrals when received using the current system (Careflow)
• To prepare patient documentation for assessment and discharge
• To type correspondence for the Therapy department.
• To receive and disseminate telephone messages and email referrals to the relevant therapists.
• To ensure any appropriate photocopying and filing is kept up to date.
• To obtain patient’s medical notes if required by therapists as appropriate.
• To maintain the appointment dairy for treatments and coordinate the booked appointments availability.
• To arrange patient transport when required in line with Trust guidelines.
• To sort post on a daily basis.

Organisational

• To possess an effective level of telephone communication skills and understanding of the professions within the department, to facilitate proficient dealing with a wide range of enquiries.
• To risk assess and undertake manual handling techniques involving equipment and boxes, following appropriate training in line with organisational manual handling policies e.g. moving archive files.

Professional

• To communicate clearly, concisely and sensitively with patients, visitors and staff, including in situations where there may be barriers to communication i.e. non-English speaking; use of interpreters; excess noise or lack of privacy.
• To represent the Therapy department in all aspects of daily work.
• To access supervision when necessary and record personal professional development.
• To attend training sessions/staff meetings/mandatory training/in-service training and apply gained knowledge.

Managerial

• To organise own time and prioritise work-loads as required within the competing demands and differing needs within the department. To request assistance with prioritization when allocated conflicting work schedules.
• To comply with the departmental policies related to stock control and supply of resources, reporting to line manager as appropriate.
• To process departmental statistical data using hospital network systems and manual systems, as required.
• To participate in departmental shared duties and responsibilities.