Service Administration Assistant

Overall Responsibility

As Northern Ireland’s leading local Cancer Charity providing prevention, detection and support services, this vital role working within a team providing a high-quality clerical and reception support for Action Cancer’s Services primarily in Action Cancer House (Belfast) as well as in the BIG BUS, Action Cancer’s state-of the art mobile service.

Main Areas of Responsibility

Administration

·        To provide clerical and administrative support for in-house clinics primarily in Action Cancer House and on rotation on the Big Bus and regional locations.

·        To provide reception cover in Action Cancer House using the switchboard, as well as greeting users and visitors and making them feel at ease and welcome to the service demonstrating excellent customer care skills.

·        On rotation provide reception cover on the BIG BUS, maintaining contact with ACH, greeting users and visitors and making them feel at ease and welcome to the service demonstrating excellent customer care skills.

·        To deal with enquiries from and provide information and guidance to clients and the general public, passing queries to the appropriate person.

·        To ensure the provision of relevant information for the Client Information Database (CID), maintaining and updating CID using the bespoke appointment system. Provide reports and statistical information for internal Audit’s and KPI’s.

·        To provide administration assistance to the clinics within Action Cancer House.

·        To assist Consultant Radiologists and qualified Reading Radiographers with the administrative process required whilst reading mammograms.

·        To deal with enquiries around client appointments and referrals from GP’s and hospitals.

·        To assist the administration team in completing paperwork and maintaining accurate medical records and efficient filing and administrative system as required within Services Administration at Action Cancer House, including administration follow-up systems and processes following service provision.

·        To provide cover for evening and early morning clinics held in Action Cancer House, when required.

•        To ensure all services are effectively promoted in line with Services Marketing and PR Strategy – Social Media

·        To create and maintain information databases and to assist with the administration around services PR to include photocopying, mail shots, and the production of posters and flyers.

·        To minute interdepartmental meetings and provide other administrative needs as required.

·        To adhere to Health and Safety and control of infection policies and other guidelines and procedures of Action Cancer.

Under direction of the Administration Manager:

·        deal with initial enquiries relevant to identified programme delivery areas (Big Bus, Health Improvement Services, TS Supports, Mammography and Skin Assessment) within agreed programme parameters and costs, and carry out the administration and scheduling of bookings and appointments for all Service Programmes.

·        prepare the BIG BUS Service rota on a monthly basis, ensuring the BIG BUS rota is up to date and communicated to everyone involved.

·        schedule Big Bus operational days and provide details of site visits to be completed.

·        as necessary liaise directly with Fundraising Department regarding stakeholder requirements following agreed policies and processes regarding appointing and agreed administration needs.

·        update and ensure all information is available for evaluations and audits of the service when appropriate, through production of statistical reports on utilization, referrals, and diagnosis for clients, funders and evaluation reports for Service Level Agreements and quarterly reviews as required in identified timescale.

·        assist in the promotion and administration needs of the BIG BUS throughout Northern Ireland.

·        manage and maintain waiting lists for all Therapeutic Supports.

General Duties

·        To provide information on Action Cancer services.

·        To carry out any other duties as agreed with the Services Administration Manager.

·        To assist with basic cleaning of the BIG BUS interior and to ensure that it is kept clean and tidy at all times.

·        To undertake any training deemed relevant to the post.

·        At all times to respect the confidentiality and dignity of our patients and clients adhering to Action Cancer’s Data Protection Policy.

·        Flexibility to increase hours to cover holiday/sickness.

·        To maintain close working and effective communication with other departments within Action Cancer.

·        To travel throughout Northern Ireland to wherever the BIG BUS is sited.

Staff travel together to the Big Bus by means of 1) a company vehicle, or 2) by means of their personal car.

1) When staff travel by company vehicle a rota is prepared, and names are allocated to drive colleagues to and from the Big Bus, starting from and finishing at Action Cancer House.

2) When staff are required to use their own cars, a rota is prepared, and names are allocated to drive colleagues to and from the Big Bus using personal cars, starting from and finishing at Action Cancer House. The Big Bus can be located anywhere in NI, resulting in early starts/late return.

This job description will be subject to review in the light of changing circumstances and is not intended to be rigid and definitive, but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time. It is important to note that the responsibilities of the post may change to meet the evolving needs of the services that the charity provides.

General Responsibilities

Members of staff are expected at all times to provide the appropriate service and to treat those with whom they come into contact with in a courteous and respectful manner

All staff must comply with Action Cancer’s No Smoking Policy on Action Cancer Premises and also while on duty for the charity.

All duties are carried out in compliance with Action Cancer’s Health and Safety Policy and Statutory requirements.

Action Cancer is an Equal Opportunities Employer. You are required to adhere to Action Cancer’s Equal Opportunities Policy throughout the course of employment.

All staff must comply with Action Cancer Data Protection Policy and Procedures.

To ensure the ongoing confidence of the public in the staff of Action Cancer, staff must ensure they maintain the high standards of personal accountability.

Terms and Conditions of Employment

·        2 satisfactory written references are required direct from a current / previous employer covering the preceding two years of employment.[1]

·        Successful applicants must evidence their right to work in the UK (under the Asylum and Immigration Act).This will be evidenced in the first instance by a passport or other forms of ID that will be outlined if no passport is available.

·        6 months probationary period

·        Evidence of relevant academic and professional qualifications

·        Evidence of appropriate vehicle documentation

All potential employees may be asked to attend a pre-employment medical

Where such references are unavailable, and in respect of employee(s) joining directly from school or government sponsored youth training schemes, character references will be required.

PERSONNEL SPECIFICATION

Services Administration Assistant

Essential

• A minimum of one year’s experience of working in a busy office environment, providing clerical, administrative and Reception support
• GCSE’S including English grade C or above (or equivalent)
• IT literate with a high level of experience of data input and competence with ICT including all Microsoft Office packages, in particular Excel and Microsoft Word.
• A positive attitude, with specific examples of ability to demonstrate strong customer care and interpersonal skills, including experience of managing sensitive situations.
• First class oral and written communication skills including experience of responding to sensitive client queries
• Proven team player – ability to demonstrate experience of building strong relationships with colleagues and external stakeholders.
• Excellent organisational skills, including ability to multi-task, prioritise and work to deadlines.
• Available and flexible to work hours to meet the needs of the role on a rota basis – including evenings and weekends (excluding Sunday).
• Hold a full, current driving license, with business insurance, and be willing to drive either Action Cancer company vehicle, or own car - as scheduled on a car pool rota. Candidates must have access to the use of a car or some other appropriate form of transport to carry out the duties of the post in full.

Desirable

• A minimum of three years’ experience working in a busy office environment, providing clerical, administrative and Reception support.
• OCR (RSA) II Word Processing or ECDL Certificate.
• Experience of providing administrative support within cancer services or the voluntary sector.
• Experience of working within a healthcare environment (e.g. hospital, health centre, etc)