Intermediate Administration Officer

Detailed job description and main responsibilities

1.          Communication and relationship skills

·         Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.

·         Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding.

·         Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public.

2.          Knowledge, training and experience

·         Educated to A level standard or equivalent

·         Experience of a range of office procedures

·         NVQ3 in business administration / customer care or equivalent

·         RSA Stage 3 or equivalent

·         ECDL advanced desirable

·         Accurate and timely copy/audio typing

3.          Analytical and judgement skills

·         Make judgements involving facts / situations sometimes requiring analysis of information

·         Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner, e.g. telephone messages from staff / patients

4.          Planning and organisational skills

·         Organise and allocate work, tasks or activities

·         Manage diaries, plan meetings, rotas, schedules and clinics

·         Work flexibly to maintain cover within the service / organisation

·         Produce and maintain effective systems to ensure the service operates efficiently, e.g. planning appointments, time management, patient transport, maintain filing systems

5.          Physical skills

·         Advanced keyboard skills for regular use of computer systems

·         Use office equipment, e.g. transcription equipment

6.          Responsibility for patient / client care

·         Provide non clinical advice and information to patients, carers, relatives or staff either face to face, over the telephone or by other means

·         To have the ability to recognise when patient’s care is a priority and to ensure that patients are given assistance at all times, treating others with courtesy, respect and makes them feel valued

7.          Responsibility for policy and service development implementation

·       Responsible for ensuring that organisational policies and procedures are adhered to and implemented.

·       Contributes to changes and updates of polices / procedures in own area of work.

8.          Responsibilities for financial and physical resources

·       Manage and ordering of stock / office stationery / equipment

·       Maybe required to handle petty cash and patient valuables

·       Maybe required to issue / take responsibility for equipment used by self and others

9.          Responsibilities for human resources (HR)

·     To supervise and co-ordinate the day to day work of new or less experienced staff

10.       Responsibilities for information resources

·         Create or format databases / spread sheets / publications utilising appropriate IT systems

·         Transcribing / copy typing information provided by others

·         Formal Minute taking

·         Management of information either electronic or paper based

11.       Responsibilities for research and development (R&D)

·         Will be required to undertake surveys and audits when requested in own area of work.

12.       Freedom to act

·       Plan and organise own workload using own initiative, escalating to manager when required

·       Works independently to defined policies and procedures.