The Assistant PSC will manage their defined areas within the Directorate and will be responsible for prioritising work, developing staff, reviewing working practices to ensure the effective running of the department and effective communication structures are implemented. They will ensure that processes/procedures comply with legislation requirements covering Health & Safety, Data Protection and Confidentiality. Some of the essential skills required include a good standard of basic education, ability to work on own initiative and to tight deadlines, ability to manage a team of staff and a thorough understanding of the patient pathway. Core Behaviours and Skills Personal Motivated Professional attitude and behaviour Able to adapt to service led changes Flexible approach to working practices and duties Attention to detail Good Time Keeping Communication Literacy Numeracy Verbal, non-verbal Able to communicate with all levels of staff Responsibility to others Customer Care kills Reliable Trustworthy Principal Duties and Areas of Responsibility include the co-ordination of the day-to-day activities of the administration team including clerical officers and supervisors. Being actively involved in the recruitment process end to end. Continually review staffing levels ensuring there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service. Train and supervise members of the team in all aspects of patient administration including the service and exceptional customer service. Motivate and improve performance promoting team values to achieve required outcomes. Contribute and identify the planning of development needs for the team and individuals. Contribute to staff performance and appraisal reviews. Being responsible for the collection of data and performing regular audits, understanding how to present information and take actions where necessary. Monitor the processes carried out within the administration team and ensure all are completed within agreed timescales. Deal with complex enquires from staff/patients/relatives/visitors investigating and researching matters thereby providing information and guidance with advice for others to ensure their queries have been dealt with. This could involve managing the complaints process, monitoring response times, seeking out information to prepare a straightforward response in a timely manner. Must take responsibility in agreement with his/her line manager for own personal development. Must undertake all mandatory training as required for the role. Mental Effort - There is a frequent requirement for concentration where the work pattern is predictable. There is an occasional requirement for concentration where the work pattern is unpredictable. Regular concentration required to manage a team making sure Patient Access Policy and Procedures are adhered to. Emotional Effort - Post holder may rarely be required to deal with information about patients that are seriously ill. Being a point of contact for patients to make complaints, the Asst. PSC would be expected to deal with the situation and attempt to resolve any issues that arise.