Receptionist / Admin Assistant

Act as a first point of contact, providing customer services for patients, carers, staff, public, internal, and external customers, maintaining patient confidentiality at all times. Ensuring appointments are organised and patients arrived in on time using the patient administration system to effectively utilise clinical time, including identifying and re-prioritising appointments. Contribute to the processing of all forms of incoming and outgoing mail. To be able to work without direct supervision, prioritising own workload to assist in the smooth running of the clinical services. Demonstrate working practices to new staff as part of the induction process. Recognise and assist as part of the team with the management of medical emergencies should they arise. To escalate any issues or problem areas to senior colleagues within the team(s) as appropriate. Complex enquiries should be escalated according to locally agreed procedures. Observe a personal duty of care in relation to equipment/resources. To work in a flexible manner when cover is required, to support and maintain service delivery. Have an awareness of the Trust complaints procedure which will include defusing potential complaints or conflict and escalating appropriately as necessary. Contribute to any changes in procedures and implement procedures for the service. Communicate appropriately and sensitively with patients and carers recognising the need for alternative methods of communication to overcome distressing situations, physical and learning disabilities, visual or hearing impairments, dementia, challenging behavior, cultural background, and preferred ways of communicating. This may include requesting the services of a translator. Provide statistical information as required for audit purposes. All post holders will agree to Commit to the vision of supporting Mersey Care in becoming a leading organisation in the provision of community services, mental health care, addiction services and learning disability care, and in doing so fully utilise their skills and experience to support the objectives of the Trust. Job description Job responsibilities Act as a first point of contact, providing customer services for patients, carers, staff, public, internal, and external customers, maintaining patient confidentiality at all times. Ensuring appointments are organised and patients arrived in on time using the patient administration system to effectively utilise clinical time, including identifying and re-prioritising appointments. Contribute to the processing of all forms of incoming and outgoing mail. To be able to work without direct supervision, prioritising own workload to assist in the smooth running of the clinical services. Demonstrate working practices to new staff as part of the induction process. Recognise and assist as part of the team with the management of medical emergencies should they arise. To escalate any issues or problem areas to senior colleagues within the team(s) as appropriate. Complex enquiries should be escalated according to locally agreed procedures. Observe a personal duty of care in relation to equipment/resources. To work in a flexible manner when cover is required, to support and maintain service delivery. Have an awareness of the Trust complaints procedure which will include defusing potential complaints or conflict and escalating appropriately as necessary. Contribute to any changes in procedures and implement procedures for the service. Communicate appropriately and sensitively with patients and carers recognising the need for alternative methods of communication to overcome distressing situations, physical and learning disabilities, visual or hearing impairments, dementia, challenging behavior, cultural background, and preferred ways of communicating. This may include requesting the services of a translator. Provide statistical information as required for audit purposes. All post holders will agree to Commit to the vision of supporting Mersey Care in becoming a leading organisation in the provision of community services, mental health care, addiction services and learning disability care, and in doing so fully utilise their skills and experience to support the objectives of the Trust.