To ensure an effective contact service for the public & clinic clients that is efficient and professional, which will include.....
To ensure an effective contact service for the public & clinic clients that is efficient and professional, which will include managing staff resources to ensure effective cover. Promote the image of the organisation and services by ensuring that all information and communication is up to date and suitably presented including the dental website and social media Take responsibility for ensuring that internal and external communication systems are fit for purpose. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately. Respond to telephone, email and written queries on behalf of the service area including call handling where appropriate. Manage appointments, meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available. To produce agendas and minutes for high level and confidential meetings, transcribing and distributing as necessary. Analyse data to enable managers to monitor budgets and performance in relation to business support function. Collate information, prepare reports and presentations pertaining to the service area at the request of the management team. Produce information for service area users with support of service managers. Ensure that the corporate support function complies with all Livewell and PCDS policies and procedures including Data Protection, GDPR, confidentiality, Health and Safety, security and safeguarding. Be proactive and contribute ideas for improvement in the way the service is delivered. Able to work on own initiative, prioritising work within defined policies and procedures to set timescales. Manage specific projects as requested by the management team and provide updates on progress as well as social media and our dental website. Assist with the Health and Safety within the service area, reporting faults and ensuring that work is undertaken. Ensure that fire safety policies are adhered to within the service area. Organise data collection to support research and development, along with assisting with audits for the service 5.1 Responsibility for People Management Provide the day-to-day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal. Lead on recruitment and selection of administrative staff and support other managers with recruitment processes. Develop workforce by providing induction, in-post training and updates for relevant staff. 5.2 Responsibility for financial and/or physical resources Assists with compiling reports for the management team on the monitoring of patient charges. Prepare and collate financial information for the management team as required. 5.3 Responsibility for administration Good planning and organisational ability, able to prioritise workload, work on own initiative and seek the support of others when required. Undertake secretarial duties as appropriate for Management team & Dental Specialists Ensuring that databases are maintained and kept up to date for recording statistical information. Work with the management team during on-going projects. Responsible for undertaking minutes at Management Meetings, Dental Board and Clinical Governance Responsible for any project work as directed by the management team including obtaining information from the Internet, collation and reporting of data in order to produce reports and spreadsheets using advanced IT software for statistics, reports and presentations. Contribute to the development of effective information systems, in conjunction with the management team. Ability to work on own initiative, accurately to tight deadlines, and to prioritise between conflicting demands. Planning and arranging meetings/appointments/conferences in order of priority, commissioning travel, refreshments and visual equipment as required. Preparation and maintenance of papers for meetings in easily accessible brought forward system. Updating of staff electronic personnel files 5.4 Responsibility for people who use our services Customer friendly approach with a good telephone manner. Able to demonstrate a high standard of interpersonal skills to resolve customer enquiries. Ensure visitors to the office are dealt with in a welcoming efficient manner. Queries dealt with efficiently and confidentially. Dealing with the public answering queries or researching queries. Ability to deal with demanding callers with tact and diplomacy Postholder will be required to cover phone line / reception duties to support staff absence Responsible that all patient information available from reception is up to date and relevant; working in conjunction where appropriate with Clinical Lead / Specialists where information is clinical based. 5.5 Responsibility for implementation of policy and/or service developments Responsible for the production of databases and general office systems, ensuring that administration systems are continuously evaluated and updated for continuous improvement, organising and maintaining systems for the storage and retrieval of information, and files. The post holder will propose changes and implement administration policies and working practices for own area. 5.6 Other Responsibilities Must have excellent computer skills. Be fully competent in the use of Office Applications such as Word, Excel. Fully familiar with the Microsoft Outlook / email. Support the Management team to ensure that internal and external communication systems for the PCDS are cascaded and feedback is delivered in a prompt efficient manner. Assist with overseeing the dental service social media presence and maintaining information is relevant and up to date. Progress chase actions where necessary. Process, circulate and respond as appropriate to collate data and statistical information. Work with the dental team in the maintenance and development of the department dental software system Manipulate data to produce statistical report of departmental activities for Management team 6. COMMUNICATIONS AND RELATIONSHIPS Key working relationships: All clinical staff Service management. Service users & carers. Dental Board Directors Support services within Livewell Southwest e.g. Estates, Hotel Services, HR, Payroll, E-roster. Other appropriate agencies as needed e.g. regional ICBs, NHS Commissioning Hubs, GDPs Members of the public All stakeholders
