Summary
You are responsible as part of a team for providing and overseeing a dedicated and comprehensive clerical and reception service for Outpatients within the organisation using Partial and Full booking processes.
You will act as support for the team for all Outpatient enquiries from internal and external customers at all levels.
While carrying out your own and overseeing your teams’ duties, you will work to defined departmental procedures to maximise effective use of clinic capacity and help ensure that the organisation meets local and national waiting times and booking targets.
You will make sure you and your team undertake reception duties in a pleasant, tactful and understanding manner, communicating professionally and effectively with patients, visitors and clinic personnel. You will also ensure that patients and visitors, who may at times be distressed, are dealt with in a sensitive and caring manner.
A significant responsibility of the role is to accurately record information using relevant paper and computer based systems.
Work Activity Components
| Title | Details |
|---|---|
| Access requests (RMGT)( Level 3) | Conducts routine searches for records required to support authorised requests. Supports users in finding and accessing records. |
| Controls (RMGT)( Level 3) | Configures routine controls to ensure only approved actions are performed on records. |
| Data transformation (RMGT)( Level 3) | Uses ethical and reliable methods to transform data between formats or media, following organisational policies and being aware of potential issues when handling information. |
| Information Handling (RMGT)( Level 3) | Uses ethical and reliable methods to transform data between formats or media, following organisational policies and being aware of potential issues when handling information. |
| Information classification/labelling (ANCC) (Level 3) | Independently assigns accurate classifications/labels to a broad range of information |
| Standards (ANCC) (Level 3) | Interprets complex information and chooses appropriate classifications/labels |
| Formal appraisals (PEMT) (Level 4) | Conducts formal appraisals of the performance of team members. Facilitates a dialogue with team members about expectations, progress, performance and development needs. |
| Lead, manage and supervise(PEMT) (Level 4) | Supervises, supports and guides the work of individuals and/or small groups in line with organisational strategy. |
| Work allocation, support and delegation (PEMT) (Level 4) | Allocates routine tasks and assigns project work to individuals, according to their particular skills, capabilities, and development needs. |
| Communications (ADMN) (Level 3) | Works across teams, and takes active participation in the facilitation of cross-team communications. Compiles and distributes reports for circulation. |
| Correspondence and documents (ADMN) (Level 3) | Responsible for the transcription and production of written correspondence as directed. Prepares correspondence for approval/signature and ensures all correspondence is correctly dated, referenced and filed according to standard procedures. |
| Policies, processes and procedures (ADMN) (Level 3) | Provides guidance on administrative software, procedures, processes, tools and techniques. |
Behavioural Skills
| Title | Details |
|---|---|
| Attention to Detail | Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete. |
| Customer Focus | Understanding the needs of the internal or external customer and keeping these in mind when taking actions or making decisions. |
| Delegation | Delegating tasks, responsibilities and authorities effectively. |
| Flexibility | Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly. |
| Follow-up and Monitoring | Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary. |
| Initiative | Being proactive, anticipating opportunities for systems, service or product improvement or development and taking appropriate action(s). |
| Interacting with People | Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences. |
| Providing Direction | Directing others to undertake specified tasks within a defined timescale. |
| Resilience | Demonstrates resilience when working under pressure, displaying a calm and rational approach to the task at hand. |
| Teamwork | Working collaboratively with others to achieve a common goal. |
Technical Skills
| Title | Details | Depth |
|---|---|---|
| Corporate, Industry and Professional Standards | Applying relevant standards, practices, codes, and assessment and certification programmes to the specific organisation or business domain. | Familiar with |
Other Skills
| Title | Details | Depth |
|---|---|---|
| Appraisal Techniques | Methods and techniques for appraising an individual's performance and potential. | Familiar with |
| Coaching Techniques | Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, which could include use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans. | Aware of |
| Data Protection | Principles, practices, tools and techniques to ensure data protection. | Aware of |
| Desktop Software | The use of everyday desktop software. | Proficient in |
| Disciplinary Issues and Procedures | Managing episodes of unsatisfactory behaviour or performance in accordance with appropriate policies and legislative conformance. Includes changes to circumstances, such as sickness, disability and other personal issues. | Aware of |
| Document Management Techniques | Methods and techniques for the organisation, storage and version control of information in both paper and electronic formats. | Familiar with |
| Information Assurance Methods and Tools | Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information. | Aware of |
| Legislation | Relevant national and international legislation. | Familiar with |
| Letter Writing Techniques | Format, style and content of letters for various purposes, including legal notice. | Familiar with |
| Performance Monitoring | Identifying, agreeing and monitoring (usually by face-to-face interviews) objectives and deliverables with individuals. Identifying under-performance issues against agreed quality standards and performance criteria. Identifying gaps in capability and causes, disciplinary or ability-related (needing assistance, training or other support). | Familiar with |
| Stakeholder Engagement | Establishing relationships, analysing perspectives and managing stakeholders from a variety of backgrounds and disciplines. Adapting stakeholder engagement style to meet the needs of different audiences. The identification of key business stakeholders and an assessment of their level of power and interests, and their perspectives to inform the way(s) in which they should be considered and managed. | Aware of |
| Techniques for Effective Meetings | Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants. | Aware of |
Training
| Title | Details |
|---|---|
| Coaching | Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model). |
| Mentoring | Methods and techniques for providing mentoring support to less experienced individuals. |
| Security Awareness | Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk. |
Professional Development Activity (PDA)
| Title | Details | PDA Group |
|---|---|---|
| Deputising | Standing in for supervisor or manager on a temporary basis during periods of absence. | Broadening Activities |
| Gaining Knowledge of Employing Organisation | Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology. | Increasing Knowledge |
| Involvement in Professional Body Activities | Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content. | Participation in Professional Activities |
| Job Shadowing and Special Assignments | Undertaking temporary periods or secondments in other roles, particularly those that offer a new perspective on own function or exposure to other environments and cultures. | Broadening Activities |
| Team Leadership | Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others. | Developing Professional Skills |
Qualification Components
| Title | Awarding Bodies |
|---|---|
| FEDIP Practitioner | The Federation for Informatics Professionals |
The Professional Body Responsible for this job family is IHRIM. This job role profile was created in collaboration with BCS, using Role Model Plus.