Job purpose:
The post holder will provide a high-quality, effective and efficient reception and administrative support function within Hear for Norfolk, and as such, will need to be able to communicate well with service users, patients and their relatives, the general public and a wide range of multi-professional staff, internal and external to the charity. In order to provide a support service to all staff, a versatile approach is essential and the ability to cope with a large number of telephone calls and administrative tasks simultaneously is a prerequisite of this post.
The postholder will be responsible for ensuring the correct and timely input of service user information onto the SharePoint portal. All aspects of this role should be carried out in line with Hear for Norfolk’s Policies and Procedures on data collection, data security and confidentiality.
Core duties:
1. To be responsible for front-of-house reception. The duties include:
- ·answering the telephone, screening and directing calls and, if appropriate, dealing with queries from the public, service users and professionals
- ·taking and relaying messages
- ·directing service users/patients to correct clinics, ensuring compliance with Infection Control measures
- ·receiving and sorting out mail and deliveries
- ·tidying and maintaining the reception area
2. To deal with service users attending Hear for Norfolk’s clinics (Aural Care, Audiology, Hearing Support and Otoscopy), people attending training, and external and internal staff enquiries in person or via the telephone or e-mail, in a courteous and confidential manner and provide assistance, as required.
3. To ensure service users’ safety and well-being in the waiting area prior to them being called for their appointment and alerting appropriate staff to any cause for concern.
4. To ensure that service users’ arrival for clinics are confirmed on the system as they arrive, consented and where appropriate payment taken.
5. To support with booking service users into our clinics in line with the appointments booking procedure.
7. To use the SharePoint system for booking appointments, creating clinics, and managing service users’ records, including uploading scanned hard copy and electronic referral forms, consent forms and data protection forms onto individual service user records.
8. To provide general administrative and clerical support to all Services Managers.
9. To ensure that all payments taken from self-referred patients are accounted for at the end of each day, and to complete the Daily Financial Summary Sheet which must then be passed to the Finance Officer.
10. To carry out the input of services’ monitoring data, data protection consent forms, outcomes measuring questionnaires and patients feedback forms into the case management system and reporting portals.
11. To assist with stationery stock control, sundries and cleaning materials, and communicate the required purchasing to Administrative Team Supervisor.
12. To ensure that the display boards, posters and leaflets around the building are kept up to date and are well-presented.
13. To be responsible for locking/unlocking the building/office as and when required.
14. To carry out the fire alarm test on a weekly basis.
15. To assist and work with colleagues in the production and mailing out of publications (leaflets and posters), the quarterly Hear for Norfolk News, the Annual Review and other corporate documentation.
16. To market and promote the service to the general public, General Practices and other health and social care providers across Norfolk.
17. To ensure that all responsibilities and activities undertaken within the post are consistent with the terms and spirit of Hear for Norfolk’s mission, vision, values, policies and procedures.
18. To be available to assist in other areas of the charity’s work and assist other service managers as needs arise.
Pay: £13.50 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: In person
