Working with the NHS Plymouth Talking Therapies for anxiety and depression team to provide a high-quality administration management service to the clinical teams and to provide support for the Management Team.
As administration services are often the first point of contact for service users, carers and our partner agencies, the post holder will be responsible for ensuring excellence in customer service in line with Service User involvement and partnership working.
Main duties of the job
The post holder will be responsible for managing daily administrative support in the allocated service area ensuring business priorities are met, for example: maintaining records, minute taking, data inputting, and reception duties.
To provide day-to-day supervision and line management of administration staff where appropriate and report to the Business Support Manager.
To ensure that referral management and appointment processes are efficient, coordinated, and compliant with organisational policy.
Maintain effective office systems, making maximum use of technology with the ultimate aim of achieving a paperless office.
Attend appropriate management, performance, and planning meetings and deputise for the Service Support Manager when needed to contribute an administrative perspective.
Source and gather information to assist the Clinical team in prioritising their workload effectively to ensure deadlines are met.
Contribute to team responsibilities ensuring that all staff within the team have the necessary equipment and resources required to undertake their duties.
To manage & regularly monitor relevant performance data including waiting lists and clinical outcome measures; collate, analyse, and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans.
Collate information; prepare reports and presentations pertaining to the service area at the request of the Service Support Manager/Operational Lead.
Person Specification
Skills and Abilities
* Excellent verbal and written communication skills.
* Able to use judgement and initiative to provide information and support.
* Accurate and fast typing and data entry skills including audio typing.
* Ability to manage and lead a team and work within wider teams.
* Able to analyse problems and initiate appropriate solutions effectively.
* Able to apply tact and sensitivity to establish trust and support.
* Ability to use own initiative to organise own workload and that of others, setting deadlines and ensuring these are met.
* Able to compose and transcribe minutes, correspondence, and reports.
* Empathetic approach to managing and resolving enquiries.
* Flexibility to meet competing demands within the working day.
* Able to manage difficult and distressing situations effectively.
* Flexible and adaptable, ability to learn new skills and develop role.
* Able to work as part of a team.
Experience
* Experience of supervising other staff members.
* Ability to handle confidential information with discretion.
* Significant previous experience of working in a senior administrative or supervisory role.
* Experience of working in a customer-facing role.
* Decision making and resolving complex work-related issues.
Qualifications
* Educated to NVQ 4 in an administrative related subject or equivalent level of qualifications or significant equivalent previous experience.
* RSA / OCR III or equivalent typing / word processing including audio typing.
Knowledge
* Thorough working knowledge of Microsoft Office packages, ie: Outlook, Word, Excel.
* Excellent understanding of general office working procedures.
* Knowledge of SystmOne.
* Understanding of Data Protection legislation.
* Aware of current issues within the NHS.
* Understanding of healthcare services and national requirements in inpatient and outpatient booking systems.
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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