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Job description

The Post holder will be responsible for providing administrative support to the Community Musculoskeletal Services including updating clinical systems, supporting with waiting list management, stock management, equipment ordering, photocopying, taking telephone calls and liaising with members of the public to book appointments/deal with general enquiries

The post-holder will be required to provide administrative support to the team; therefore, IT and keyboard skills are essential. Our service has adapted and transitioned over the last 12 months to incorporate and embed the use of technology for the benefit of our patients and our staff. All members of the team will receive training on all IT systems. You will be the main point of contact for patient queries within our service as well as being responsible for booking appointments etc.

The post holder must possess excellent interpersonal and communication skills including telephone, email, and face to face. You need to have the ability to follow processes and procedures, have a high level of ability to organise and manage your own time, keeping to schedules and deadlines and be able to work well as part of a dynamic team.

The post holder will also possess good organisational skills, be willing to take on/learn new skills and have the ability to show attention to detail and accuracy. They will also be able to work under pressure. You must be organised, flexible and adaptable and able to problem solve efficiently.

This post will be 18.5 hours over 3 days based at the Physiotherapy Department, Samuel Johnson Hospital. There will be at times a requirement to cover for annual leave and sickness at both Physiotherapy sites.

We are extremely proud here in Staffordshire of all our MSK Teams and our collaborative, innovative approach to working. We are passionate about the care that we deliver to our patients and consistently strive to work in the best possible way to promote independence and apply a self-management approach to empower all of our patients on the caseloads. We endeavour to live by our Organisation's values and behaviours, and we would be very pleased to welcome you into MPFT MSK Services.

KEY RESPONSIBILITIES:
To support the Adult Community Musculoskeletal Services across Lichfield and Tamworth by delivering the following:

Main duties and responsibilities

• To receive telephone calls internal and external from hospitals and other community teams; communicating effectively with patients, relatives and colleagues at all times
• Arrange appointments including patient appointments and meetings as requested
• Ensure accuracy of patient demographic details ensuring amendments/corrections are made in a timely manner
• Maintain the work environment in accordance with Trust Policies particularly Health & Safety policies
• Make, amend or cancel appointments as required by service or patient
• Work with a multi-disciplinary team in developing the service in line with departmental plans and National and Local objectives
• Undertake any general office responsibilities including collection and distribution of post, sorting of incoming post into departmental and priority order
• Participate in department development as appropriate and participate in departmental meetings
• Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department
• Undertake any training as required to complete the tasks associated with the job role
• Attend courses / lectures as indicated by the needs of the service and as required by the post and disseminate new knowledge and skills appropriately
• Participate in opportunities to share good practice with colleagues
• Participate in personal objective setting and review, including the creation of a personal development plan at annual performance review.
• Identify own development needs and take action to enhance own knowledge skills and areas of competence as appropriate, taking into account organizational needs and objectives.
• The use of, reporting methods, policies and practices which have an impact on own and other areas.
• Contribute to the delivery of the service, its clinics and activity
• Demonstrates own activities for new starters.
• Ensure that local and national policies are adhered to at all times
• Maintain clear concise and legible documentation adhering to standards in accordance with Trust policies.
• Support the communication of appointments by letter or telephone
• Develop links and collaborative working relationships with other services E.g. Paediatrics, Community Rehab etc

Systems and equipment

• To undertake appropriate use of databases & software such as Microsoft Office including computerised diaries
• Provide general office duties effectively and efficiently, including inputting into clinical systems, booking appointments, making telephone calls, photocopying, processing internal and external mail
• Responsible for updating patient records, scanning patient information to bespoke software, Rio
• Ensure effective, safe and efficient use of resources, equipment and supplies.
• Participates in the maintenance of data inputting with support from senior team members

Decisions and judgements

• Responsible for monitoring and ordering office supplies/stationery and clinical equipment/consumables and for their safe storage/retrieval
• Prioritise own workload in order to meet deadlines required for team and care group
• Ensure that Operational Lead is notified if equipment is damaged or stock is low so that stock levels and clinical supplies in the clinical area can be replenished.

Communication and relationships

• Manage and answer telephone calls related to the service, ensuring that queries and dealt with in a sensitive and effective manner and problems are promptly and efficiently resolved
• Ensure patient cancellations/changes are recorded appropriately on Rio
• Escalate any issues and breaches of the above standards to the Operational Support/Operational Lead in the first instance
• At all times provide excellent customer service skills, both over the telephone and in written/electronic communications

Physical demands of the job

• There is a frequent sitting or standing in a restricted position.
• There is a frequent requirement for light physical effort for several short periods during a shift.
• Requires advanced keyboard skills with a high degree of accuracy including Microsoft Office.
• VDU use

Most challenging/difficult parts of the job

• Concentration is required for short period of time when checking information and when answering queries from staff/patients/professionals
• There may be interruptions to deal with for example computer failures