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Administrator-Receptionist job description
To work as part of the team providing high quality administrative, clerical and basic clinical tasks. This includes:
• liaison with many staff, patients, carers and other professional colleagues on a daily basis
• the maintenance of effective communication links with therapists, clients and carers and all relevant professional practitioners, as appropriate.
Deal with telephone calls and enquiries from partner organisations, other agencies, individual professionals, patients, carers and the general public, often being the first point of contact within the department.
To receive, open and date stamp internal and external mail and receive deliveries for the department and wheelchair service and ensure urgent information reaches the appropriate therapist.
To maintain the patient appointment system and arrange appointments for patients where appropriate and ensure the diary system is accurate for all services. This will include the following clinics:
• All Physiotherapy Outpatient appointments
• European Blue Badge assessments
• Back school appointments
• Knee class appointments
• Hand class appointments
Ensure that all patient details are recorded accurately and daily on to the Merlin database, ensuring the system is kept secure and up-to-date.
To provide secretarial support to the Therapists e.g. typing of reports presented by audio or in written means, which need to be accurate and which may to contain information of a sensitive, personal or distressing nature.
To send out appointment letters, letters and reports for the Departmental Heads/or designates as requested.
Ensure that accurate information on the daily whereabouts of staff is maintained.
Assist staff in the preparation for or the organisation of any training they may be running, utilising computer packages such as PowerPoint and Publisher.
To deal with general clerical duties such as filing, photocopying, taking messages, ordering medical records, ordering of transport etc.
To work closely with the Physiotherapy Manager to produce and collate monthly activity reports on contacts, waiting lists etc. and to ensure all information is obtained in a timely and efficient manner. This information includes staff annual leave, study leave, sickness etc.
To follow all systems and protocols for management of information, in conjunction with other administrative staff within the department.
To maintain adequate levels of stationary within the department advising the Manager when levels are depleted.
To keep records of Organisation fund and income generation accounts, banking moneys from donations and sale of goods.
To ensure return of equipment deposited within the department to the appropriate Building/department.
To ensure prompt return of any invoices and accompanying paperwork to relevant department.
To ensure all Solicitors requests for notes are dealt with promptly and within scheduled time limits and invoicing the solicitors appropriately.
To complete any other duties as deemed appropriate by the Heads of the Services- for example – maintenance and cleaning of equipment, issuing of walking aids and splints
Professional and Personal Development
To participate and contribute to all activities associated with the departments’ response to current trends/developments and changes within the health service.
To participate in the Organisation’s appraisal scheme ensuring that objectives set, include specific objectives relating to the area of work and reflect service and Organisation plans and priorities.
To identify achievements of personal and professional development through the evidence of a personal development plan and to reflect on own practice to work with appraiser to evaluate training needs.
To attend relevant training developments in order to maintain and develop skills and knowledge required.
To actively participate in and learn about any technology available within the Organisation to assist in the introduction of any new systems within Department/Organisation.
To recognise own boundaries and be responsible for understanding one’s own grade limitations seeking advice as appropriate.
To follow Organisation and Departmental Policies and Procedures in managing compliments, complaints and incidents.
Demonstrate commitment to personal development, the maintenance of skills and the acquisition of further skills and knowledge through training or shadowing in order to participate in any developments within the Organisation.
To communicate effectively and appropriately with patients/ carers/service users.
To ensure that Senior Management communications intended for staff are dealt with efficiently and promptly.
To communicate effectively with all Therapists on a daily basis, ensuring that messages are conveyed as efficiently as possible, especially to the Service Managers.
To appreciate the communication difficulties and needs of clients. To communicate effectively and with empathy and tact to service users and relatives taking messages and appointment setting.
To develop appropriate skills in managing aggressive verbal or physical behaviour within the workplace.
In conjunction with the Head Therapists, support the Teams to maintain the required standards of clinical record keeping in line with Organisation and professional standards.
Respect the confidentiality of individuals relating to the sensitivity of any information that may be held on patients or staff in accordance with Data Protection, Caldicott principles, Vulnerable Adult, and other legal frameworks
Follow departmental and Organisation guidelines on dealing with initial complaints sensitively avoiding escalation wherever possible, and report back to the Manager, getting their involvement as soon as possible.
To demonstrate highly developed typing and keyboard skills on a daily basis in order to input data, type reports and produce training packages etc. The post includes much keyboard work and therefore may involve sitting for long periods of time. The post holder needs to attend and utilise the advice given on the Organisations Display Screen Equipment training and Manual Handling Training regarding posture, eyesight, breaking up tasks requiring long periods of sitting in one position etc.
To use auditory skills in the transcription of tape-recorded speech as and when required by the Manager.
To carry / move equipment within manual handling guidelines, for example, receiving boxed patient notes.
To be flexible to the demands of the departmental staff including unpredictable work patterns, deadlines and frequent interruptions involving multi –tasking.
To sit for long periods of time when typing reports or inputting data.
Financial and Physical resources
To order and maintain stock for Departments in conjunction with the Manager.
To maintain adequate levels of stationary within the department advising the Manager when levels are depleted.
To be responsible for the handling and banking of all cash / cheque deposits for equipment loan and purchase.
Policy and Service Development
Advise the Managers of any changes or issues that may affect service delivery.
Attend, minute and contribute towards departmental meetings.
Be aware of and adhere to service and team plans and policies.
To support the training of Therapists in the provision of accurate statistical returns
To supervise and instruct any new/temporary /permanent administration staff and to give adequate support where needed.
To support other Organisation staff in using the Merlin database
Supports Therapists with utilising computer packages e.g. PowerPoint, in presentations etc.
Planning and Organisation
Prioritise, plan and organise own workload on a daily basis
Be able to manage frequent interruptions to planned routine and adjust workload and priorities accordingly to support departmental staff – this will involve much multitasking and refocusing of concentration.
Support Therapy staff in organising and improving their environment and workload e.g. sending out appointments, suggesting improved ways of managing and storage of equipment and information
To demonstrate an understanding of clinical governance, clinical risk and to demonstrate this within practice.
To undertake and participate in clinical governance and clinical audit projects within the department in order to contribute to improved service deliver and standards of care for patients and to provide information as requested by the head of department.
Health and Safety
To attend statutory and mandatory training and to adhere to all Organisation policies and procedures as they pertain to personnel, health & safety, child and elder protection issues and continuing health care needs.
Ref. Guildford and Waverley PCT Corporate and Clinical Policies
As an employee, to have a duty to take reasonable care of one’s own health and safety and that of others and you are required to follow all relevant health and safety policies and procedures.
Previous experience using computer packages such as Microsoft Office, Publisher and accessing the internet
Experience of working in an office environment
Previous experience using Excel spread sheets
Relevant / appropriate experience in working with people
Knowledge of a range of word processor options such as Microsoft Office
Knowledge of using IT systems such as Excel , email and word packages.
Understanding patient confidentiality
Understanding of Team working
Understanding of the issues of working within a busy and demanding environment with frequent interruption and multi-tasking
Basic knowledge of the role of a physiotherapist/podiatrist
Confident and able to work with all departmental staff
Tactful and shows awareness of sensitive issues
Able to concentrate for set periods of time on set tasks and able to cope with deadlines, frequent interruptions and unpredictable work patterns
Excellent sickness record
Pleasant and warm personality
Good communicator both orally and in writing
Committed to personal development
Able to work on own initiative, self motivated and organised with little supervision
Flexible and cooperative
Discreet and able to maintain confidentiality
Skills and Ability
Has good communication skills in dealing with professional staff, managing aggression and anxiety, people for whom English is not their first language.
Is able to exercise judgement when dealing with patient/carer enquiries
Has good and proven organisational and administrative skills.
Has good time management skills.
Has good prioritisation and forward planning skills.
Is and effective team worker.
Is articulate and able to report and discuss issues.
Has good computer skills.
Has good and demonstrable typing and letter/report composition skills
Has good presentation skills both written and verbal.
To provide comprehensive, confidential and effective administration and reception support to the service provided.
To collate and coordinate the monthly statistical data returns for the Physiotherapy Department.
To be independently responsible for time management, planning and organisation of daily workload.
To act as systems supervisor for the database and to carry out audits of administrative processes.
To record and report on the sickness absence and leave of absence of the therapy staff.
To be responsible for the accurate inputting of Physiotherapy statistical returns and the provision of timely reports.
To be involved in the ordering of equipment
To issue walking aids and splints.
To be involved with the upkeep and cleaning of equipment.