Receptionist / Administrative Support

Provide support to customer and visitor reception areas, acting as the first point of enquiry and sign posting individual to relevant information / service. Promote the image of the department, checking that notices and leaflets are up to date & well presented. 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 as agreed with line manager. Arrange appointments, meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required, including producing and sending appointment and clinic letters. To produce minutes as an accurate record of meetings, transcribing and distributing as directed, with supervision as appropriate. To maintain accurate and timely electronic and hard copy information using organisational systems as directed and in line with policies. Supporting operational staff to access management information; electronic and hard copy. Collect data to enable managers to monitor budgets and performance in relation to business support function with support of line manager. Collect and prepare information for service area users with support of line manager. Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems (SystmOne, IPM and Eclipse). Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues. 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. Ensure that all office support services e.g. post, filing, photocopying, are delivered in a timely manner. Demonstrate own activities to new or less experienced employees. To process and pass for payment all relevant invoices in a timely manner in accordance with business process, with support of line manager To support the line manager with banking and remittance service (including petty cash). Monitor stock e.g. stationery and order supplies and equipment as required within the business area. Undertake research and development as directed. 10.

Physical Effort

Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables. 11.

Mental Effort

Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy. The work is usually predictable but there may be interruptions from telephone calls, visitors and staff & occasionally imposed deadlines. 12.

Emotional Effort

There may be some exposure to service users who may exhibit difficult & challenging behaviours. 13.

Working conditions

Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Will use VDU for high proportion of time. The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties. 14.

Key Behaviour Competencies

Working together Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Recognise and remove barriers to action Create an open and positive learning culture Learn from mistakes & ask others for support where necessary Be aware of ones own behaviour, values, attitudes, strengths and weaknesses. Ability to reflect on ones behaviour and change them. Uphold the values and be proud to be part of the organisation Ensure appearance is professional & name badge visible Act With Integrity Be honest and do what you say you will do Take responsibility and be accountable for your actions Guard and build the organisations reputation Take into account the human and social impact of our work Treat everyone in a friendly, courteous manner; smile & make eye contact Building Success Together Be compassionate and accepting of others. Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Agree on our goals and see them through Treat each other with dignity and respect Learn from each others experiences Understand and recognise each others contributions of being of equal value Be prepared to challenge the status quo Contribute to the organisations success Stretch the boundaries of personal performance Look for better ways of working to achieve improvements Caring for patients Aim to meet the needs of our patients and partners in care Use initiative to enhance care in innovative and imaginative ways Respect individual cultural differences; challenge bias & prejudice Provide a high quality and safe service for patients Maintain privacy and ensure confidential information is kept safe Question poor practice, process & behaviour 15. Health and Safety at

Work and Infection Control

The post holder is required to take reasonable care for his/her own health and safety and that of other persons who may be affected by his/her acts of omissions. The post holder is also required to ensure that all staff under his/her control adheres to relevant statutory regulations, Livewell Southwest policies, department safety procedures, COSHH. The post holder is required to conform to Livewell Southwest policies on Health and Safety, Fire procedures and Confidentiality and to attend any training sessions as required. A copy of the Health and Safety Policy is available from the Healthnet or from the Risk Management Department. The post holder is required to conform to Livewell Southwest policies on HIV/and AIDS. The job description may change as the post develops, but such change will not take place without consultation between the post holder and his/her manager. Livewell Southwest has adopted a NO SMOKING policy for staff which applies to all posts. Details of the policy are available on request and will be included in the statement of main Terms and Conditions of service of staff appoint. Livewell Southwest is determined to eradicate healthcare-acquired infection and puts a great deal of emphasis on the responsibility of all staff to ensure their own personal and others compliance with Infection Control (including Hand Washing) Policies.

Risk Management

In accordance with the Risk Management Policy, employees will participate, whenever required, with the risk management process. They will support line managers by attending mandatory and statutory training, completing incident/accident forms for every adverse event or near miss that occurs, report all defects and complaints, and communicate any dangerous situation to individuals potentially at risk. Safeguarding Children and Adults All employees have a duty to safeguard and promote the welfare of children and adults and are required to act in such a way that at all times safeguards their health and wellbeing. Familiarisation with and adherence to national and local safeguarding adults and children policies is an essential requirement upon all employees. Livewell Southwest has specific safeguarding policies and in addition, employees also have a responsibility to practice and work within the multi-agency policy developed by the Safeguarding Adults Board and the Safeguarding Children Board. Staff are also required to participate in related mandatory/statutory training.

Infection Control

Livewell Southwest is determined to eradicate healthcare acquired infection and puts a great deal of emphasis on the responsibility of all staff to ensure their own personal and others compliance with Infection Control (including Hand Washing) Policies. All staff must comply with infection control policies and guidance, attend relevant updates and report issues of concern to their immediate line manager (if no action or explanation received, then it is the individuals responsibility to escalate their concerns

Sustainability and climate change

All staff are expected to take responsibility for the reduction of carbon emissions within their area of the organisation. In particular this may relate to reducing energy consumption, making low carbon travel choices, consideration of goods and services being purchased, and waste reduction.