Job overview
We are looking for an experienced administrator to join the Swindon Talking Therapies Administration Team. There is also a full time fixed term/secondment post available for 6 months.
We are a friendly team and we are looking for someone who is able to work well within a small team in a busy shared office space and reception, without direct supervision and with a shared workload.
This is an office based role, working Monday to Friday, between 9am and 5pm from our base in Old Town Surgery, Swindon. There may be some opportunities for occasional remote working from home after the probation period, at the manager's discretion.
There will be occasions where you will be required to provide cover and work across the BaNES and Wiltshire services, this will be remote working from the Swindon base.
As well as being an excellent team player with the ability to prioritise, you should have a good understanding of information governance. Strong personal resilience is essential.
You will be able to work to high standards without direct supervision, highly motivated, flexible and multi-skilled with excellent organisational skills. You will possess excellent working knowledge of all Microsoft Office systems including Outlook, Word and Excel, with an eye for detail and high level of accuracy.
Main duties of the job
Main duties of the job include:
1. To be the initial point of contact for clients, the clinical team, and other stakeholders, handling communications via telephone, email, online, and face-to-face.
2. To collect personal details from clients and upload them onto the electronic patient record system, IAPTus.
3. To download data from the patient record database to work with.
4. To maintain the appointment system for all practitioners within the Talking Therapies Team.
5. To collate and send out letters promptly.
6. To provide reception cover as needed.
This role involves administration duties as well as telephone based work, handling a large amount of inbound and outbound calls; therefore the post holder needs to have excellent telephone and English language skills. Reception cover will also be required as part of this role. You will need a high level of tact and diplomacy, as well as an understanding of mental health difficulties.
Working for our organisation
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.
Detailed job description and main responsibilities
Liaise with a wide range of stakeholders, both internal to the organisation and external, including:
1. Medical Staff.
2. Multidisciplinary Teams (Community or Inpatient).
3. Services Users and Carers.
4. Health and Social Care teams.
5. Third sector/voluntary agencies.
6. Community groups and local authority provision.
7. Other statutory agencies e.g. Police, Ministry of Justice etc.
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.
Negotiating diary conflicts and competing priorities as appropriate.
Exchange verbal and written information with patients, staff and carers relating to appointments and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information.
The provision of and updating of patient notes, collation of information.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
Facilitating the administration processes for the Team meeting.
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, tribunals etc. Escalating issues to the Lead Clinical Services Administrator as appropriate.
Arranging and rearranging as appropriate clinics, appointments etc.
The post holder will order stationery and other necessary items for the team via the procurement system. May be responsible for petty cash float/handling.
Supporting 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.
Clerical duties including photocopying and scanning.
Undertake surveys or audits as necessary to own work. 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.
Plans 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
Experience/Skills
Essential criteria
* Empathy for individuals who have experienced mental health problems and the ability to cope with behaviour which may be challenging at times.
* Knowledge of routine and non-routine administrative procedures acquired through qualification or experience.
* Experience of working well as part of a team and with consideration to colleagues.
* Ability to work under some pressure.
* Good IT skills - Word, Excel, internet and typing.
* Able to work productively and accurately without direct supervision.
* Experience of inbound calls from Service Users.
Desirable criteria
* Interest in mental health services.
* Experience of working in a health/social care setting.
We are proud to be fostering a diverse workforce that reflects our communities. A key commitment to this is improving staff representation from Black, Asian and Minority Ethnic communities, those from the LGBTQ+ communities, people with 'lived-experience' of mental health conditions and people living with disabilities; we are a 'Disability Confident Employer' offering a guaranteed interview to Disabled applicants who meet the essential criteria. This includes people with a variety of disabilities and neurodivergent conditions (for example autism, ADHD, sensory, physical and learning disabilities).
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours; we do our utmost to work with our staff to meet their needs and the needs of our service users.
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Please apply to join us, we would love to hear from you. Any personal details you supply to us are kept safe in line with the General Data Protection Regulations.
Adverts normally close for application a few minutes before midnight on the closing date and we will let you know if we are offering you an interview by email via our recruitment system 'TRAC'. We contact all applicants within 4 weeks after the closing date, so please check your emails regularly once you have submitted your application; you are welcome to contact us, via the TRAC system, if you have any queries about your application.
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