Band 3 Clinical Services Administrator - Swindon
To provide comprehensive administration and secretarial support to multidisciplinary teams, wards or departments including named medical staff, junior medical staff and the system-wide multi-disciplinary team.
This will include being the first point of contact for that team, ward or department and could involve duties such as meeting and greeting visitors, receiving initial enquiries and directing telephone calls.
There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills.
They will possess excellent working knowledge of all Microsoft Office systems including Word and Excel.
The post holder will be able to work to high standards and will be required to take personal details from people and upload onto the electronic patient record system (Rio).
The post holder will need to meet deadlines, collate data and maintain standards relating to administrative processes.
They will need to be able to work within a team effectively and share work streams where appropriate.
The post holder will be key in maintaining diaries and arranging meetings, taking formal minutes and keeping appropriate records on the most up to date templates. Their work is managed rather than supervised and they are accountable for their own actions - manager is available for reference but generally, they will manage their own workload.
Please note - this vacancy is not eligible for a sponsorship.
Main duties of the job
1. Liaise with a wide range of stakeholders.
2. Utilise strong written and verbal communication skills.
3. Handle sensitive information appropriately.
4. Compassionately manage contact with distressed service users.
5. Exercise judgement when dealing with enquiries and escalate where necessary.
6. Arrange meetings and appointments and negotiate diary conflicts.
7. Input accurate and up to date patient data onto the RiO system.
8. Maintain efficient and effective filing systems.
9. Take and distribute formal minutes as necessary.
10. Perform clerical duties, including photocopying and scanning.
11. Provide cover for colleagues when and where necessary.
12. Manage own workload and prioritise conflicting demands.
13. Provide supervision to support administrators or apprentice posts as required.
14. Other tasks which are commensurate with the broad purpose and banding of the post.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust), a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job responsibilities
Liaise with a wide range of stakeholders, both internal to the organisation and external, including:
* Medical Staff.
* Multidisciplinary Teams (Community or Inpatient).
* Services Users and Carers.
* Health and Social Care teams.
* Third sector/voluntary agencies.
* Community groups and local authority provision.
* Other statutory agencies e.g. Police, Ministry of Justice etc.
* Provide Secretarial support to named Medical Staff/management team.
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, admissions and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. The provision of and updating of patient notes, collation of information for transfer of care etc. This may include sensitive information.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective. Facilitate the administration processes for Team meetings etc.
Receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
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, tribunals etc. Escalate issues to the Lead Clinical Services Administrator as appropriate.
Arrange meetings and appointments for members of the team, negotiating diary conflicts and competing priorities as appropriate. Including the scheduling of:
* Consultant Clinic Appointments.
* Room Bookings.
* Other bookings as required.
Type patient reports/correspondence/e-mails as required, deal with telephone/face-to-face enquiries from patients. Input accurate and up-to-date patient data onto the RiO system.
The post holder will order stationery and other necessary items for the team via the procurement system and may be responsible for petty cash float/handling.
Support the induction of new staff members as required.
Produce confidential correspondence and reports on a frequent basis.
Maintain efficient and effective electronic filing system, Internet, Intranet, patient records to access and extract information as needed.
Take and distribute formal minutes as necessary.
Perform clerical duties including photocopying and scanning.
Undertake surveys or audits as necessary to own work and may be asked to contribute to audit and research projects within the service to inform service development and standards.
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.
Other tasks which are commensurate with the broad purpose and banding of the post.
Person Specification
* NVQ 3 qualification or relevant experience in administrative systems and office procedures.
* Evidence of working well in a team.
* Ability to show initiative and work proactively with minimal supervision.
* Ability to prioritise and manage workload independently, particularly conflicting demands.
* Excellent written and verbal communication skills.
* Strong IT skills, including knowledge of Microsoft Office systems.
* Empathy for individuals who have experienced mental health problems.
* Administration experience in a health/social care setting.
* Ability to cope with behaviour which may be challenging at times.
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.
Employer name
£22,816 to £24,336 a year (Pay award pending)
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