Children's Single Point of Access Administration Assistant

KEY RESPONSIBILITIES Communication You will be required to handle incoming and outgoing telephone calls to service users, consultants, doctors, and clinical staff in a polite and efficient manner. Receive and deal with telephone enquiries, responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable clients and carers. Maintain strict confidentiality at all times. Record accurate messages and follow them up appropriately in accordance with the Services guidelines. To deal face-to-face with clients seeking further help/information and to be aware of the needs of the service users and to deal in an appropriate manner with people who can be hostile, abusive or aggressive. To exchange confidential, sensitive information with staff, service users, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times. Deal with queries raised by service users, families/carers, GPs or other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.