Band 3 Clinical Services Administrator - Green Lane Hospital, Devizes
The Wiltshire Talking Therapies service offers psychological therapy and support to residents of Wiltshire who may be experiencing common mental health conditions such as depression, anxiety, and phobias.
This post offers an excellent opportunity for an enthusiastic, organised Administrator who is competent with IT systems, a confident communicator, and is keen to become an integral part of our fast-paced friendly team. You will be committed to providing excellent administrative support to the Talking Therapies team to ensure the smooth running of this important service. You will be provided with regular opportunities for supervision and training.
The successful applicant will be based at Green Lane Hospital with some opportunities to also work from home after the induction period. Free parking is available on site.
We are a friendly and supportive team with a strong focus on staff wellbeing. We often run fun activities such as a recent walking challenge and a creativity competition as well as social events.
Main duties of the job
You will be the first point of contact for service users who self-refer into the service which is mainly by telephone. The role involves managing appointments, including recording details on the electronic patient management system (IAPTus). The role also involves managing elements of administration and data for the team including collating and sending out appointment letters, responding to emails, voicemails, and telephone enquiries, and carrying out other general office tasks.
In this role, you will require excellent communication and IT skills as well as having an exemplary telephone manner. You also need to be an excellent team player with the initiative to work on your own and the ability to prioritise. Strong personal resilience is essential. You may occasionally be required to support the admin teams of the Swindon and B&NES Talking Therapies services, but this would be remotely from home or from the Green Lane Hospital site.
This is a fixed-term contract until 31st March. There is some flexibility around the exact working pattern and this can be discussed at interview.
Job responsibilities
* Liaise with a wide range of stakeholders, both internal to the organisation and external.
* Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
* Exchange verbal and written information with patients, staff, and carers relating to appointments.
* Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information.
* Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
* To receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high-priority items.
* To manage both telephone and face-to-face contacts with distressed service users in a supportive and empathetic manner.
* Exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, etc.
* Escalate issues to the Lead Clinical Services Administrator as appropriate.
* Arrange meetings and appointments for members of the team including the scheduling of room bookings.
* Type patient reports/correspondence/emails as required, deal with telephone/face-to-face enquiries from patients.
* Input accurate and up-to-date patient data onto the IAPTus system.
* Order stationery and other necessary items for the team via the procurement system. May be responsible for petty cash float/handling.
* Support the induction of new staff members as required.
* Produce confidential correspondence on a frequent basis.
* Maintain an efficient and effective electronic filing system, Internet, Intranet, patient records to access and extract information as needed.
* Take and distribute formal minutes as necessary.
* Clerical duties including photocopying and scanning.
* Provide cover for colleagues when and where necessary.
* Plan own workload to ensure that weekly, monthly, quarterly, and annual tasks are met.
* Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.
* Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or carers.
Person Specification
Education
* NVQ3/QCF in administration or equivalent level of knowledge and experience.
Experience
* Knowledge of routine and non-routine administrative procedures acquired through qualification or experience.
* Experience of working as part of a team.
* Ability to work under some pressure.
* Administration experience in a health/social care setting.
Other
* Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.
Skills
* Excellent communication skills, both verbal and written.
* Ability to work without direct supervision.
* Plan and prioritise own workload.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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