Job Overview Job purpose

Job Purpose To provide administrative support to the Technical Team, Rehabilitation Managers and other areas of the business, as required.

Reporting Lines (See Org Chart)

Team – Technical Team

Reports to Technical Operations Manager

Key responsibilities

Ways of Working (WOW)

• Adhere to and support others to adhere to company ways of working.

Administration and Operations

• Record field team visits, annual leave and absences on the visit log on a daily basis.
• Make and answer telephone calls and assist with enquiries, field calls to the correct person or take a message.
• Process incoming postal mail by extracting and distributing personal mail; checking and sorting mail into categories; scanning, collating, naming and uploading documents; updating the database and ensuring the correct storage procedures are followed.
• Process outgoing postal mail by printing and collating outgoing mail; identifying and using the correct delivery method and postage; operating the franking machine; updating the database and ensuring GDPR process is followed. Take mail and parcels that need to be weighed to the Post Office.
• Prepare and issue appointment confirmation letters and record appointment details on the relevant systems.
• Issue, follow up and save Consent/Authority to Act documents to the database.
• Save Screening Forms, Risk Assessments and other related case documentation to the database.
• Monitor the Team Channel Folders.
• Issue Rehabilitation Plans and general correspondence and follow up on next actions in a timely manner.
• Collate and send dictation files to the typist and issue returned files to the relevant Rehabilitation Manager
• Save reports and emails received from service providers to the database as a priority and alert the Rehabilitation Manager.
• Save treatment reports and medical records received by Rehabilitation Managers to the database.
• Save and log invoices on the database to support the Finance and Information Team.
• Prepare and issue case handover letters to relevant parties.
• Issue case closure letters to relevant parties.
• Follow SLA//Escalation/Tier 2 Compliance procedures and take next actions to ensure these procedures are being followed for the relevant tasks.
• Undertake weekly review of the Disc Box Inventory and arrange for closed case discs to be returned to the relevant party.
• Undertake weekly review of medical records cabinets and arrange appropriate disposal of old records.
• Monitor daily mail storage and arrange appropriate disposal of old documents on a monthly basis.
• Checking and processing daily time records supporting the Finance and Information Team
• Assist Technical Team members with tasks as and when required.
• Learn and develop skills in all aspects of Technical Team Assistant role.

Resource Management

• Adhere to Proclaim Care’s billing standards.
• Achieve daily/weekly targets.
• Effectively utilise IT and diary management systems provided.
• Effectively utilise internal resources and tools e.g. WIKI to inform working practices.
• Ensure database is constantly maintained with up-to-date information and all documents are named and logged correctly.

Professional Integrity and Quality Service Delivery

• Respect the individuality, values, cultural and religious diversity of service users and contribute to the provision of a service sensitive to these needs.
• Understand the factors which drive quality in the delivery of Proclaim Care’s services.
• Proactively develop relationships with colleagues and external parties, including service users, service providers and customers.
• Prioritise workload and meet company and customer Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Participate in both formal and informal coaching sessions and mentoring from peers, Line Manager and Leadership Team.
• Maintain awareness of potential clinical risks for service users, advise the Technical Operations Manager of any concerns and take into account Proclaim Group clinical risk management and safeguarding procedures when dealing with service users.

Commercial Awareness

• Demonstrate understanding of the market and context in which Proclaim Care operates.
• Understand and apply standard and customer specific instructions.
• Participate in the development of projects and services, to meet the ongoing needs of our customers and the organisation.

You will learn how to work both alone and as part of a team in a busy office environment. You will learn how to use and work with our bespoke software and data bases. You will learn how to manage your work load and help with the office work flow.

Information Technology/Information Handling

• Use available IT tools to complete role.
• Understand and apply Proclaim Group’s IT/Information Handling Policy to workstation and work practices.

Skills

• Achieve and maintain required role competencies.
• Highly effective written and verbal communication skills.
• Understand and contribute to business strategy.
• Ability to plan and prioritise workload.
• Ability to work independently and demonstrate initiative.

Behaviours

• Exhibit professional behaviour of a high ethical standard.
• Act as an ambassador of Proclaim Group at all times, inside and outside the business.
• Make a difference by demonstrating company values and actively applying these to working practices.
• Demonstrate customer awareness and focus.
• Embrace creativity and innovation.
• Respond positively to change.
• Demonstrate desire and willingness to learn and develop within role.

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