Job summary
An exciting opportunity has arisen for areceptionist/administrator to provide reception cover for Community MentalHealth Services currently based at Weelsby View.
You will needto be educated to GSCE level A-C in English and Mathematics and hold theRSA/OCR 1 or equivalent in typing/word processing standard.
It isessential that you have experience of working on a busy reception and haveexcellent customer service skills. Youshould have the ability to multi-task and the ability to work to processes andset deadlines.
The role willinclude answering telephone calls, meeting and greeting and other generaladministrative duties such as scanning.
Main duties of the job
You willprovide reception cover which includes meeting and greeting and answeringtelephones.
.
You will be responsiblefor maintaining up to date knowledge on Navigo policies, processes andprocedures and working within these at all times.
You willinput information on our database and will be responsible for room bookings,scanning and other general administrative duties.
About us
Hello!
We are Navigo. We look after North East Lincolnshire's mental health and well-being. We are an award-winning social enterprise thatprovides mental health services to the NHS and beyond.
The whole basis of our work isto deliver services that we would be happy for our own family to use.
We offer a range of mentalhealth services, including acute and community facilities as well as specialistsupport such as outstanding older adults inpatient services, rehabilitationand recovery community mental health and an outstanding specialist eatingdisorder facility.
Ranked as one of the top UKcompanies to work for, we featured in the Best Companies top 100 large companylist and were named sixth best health and social care company 2023.
As a social enterprise, we dothings a little bit differently and have also developed income-generating commerciallyviable businesses that provide training, education and employment opportunitiesincluding Grimsby Garden Centre and two cafes.
Working at Navigo is not likeworking anywhere else. Lots of places say that, but we really mean it.
We like to work withforward-thinking people who want to make a difference.
Come join us!
Job description
Job responsibilities
MAIN DUTIES / RESPONSIBILITIES:
1. To meet and greet as the first point of face to facecontact for service users, families and visitors alerting arrival of same toTeam Members/Ward as appropriate.
2. To deal with telephone enquiries from Service Userssuffering with mental health illnesses using empathy, understanding,initiative, tact and tenacity where appropriate ensuring accurate informationis forwarded appropriately in order for appropriate care and follow up to befacilitated ensuring notification to relevant staff members of any concerns.
3. To liaise with a range of internal and external personnelon a daily basis including Clinical Professionals, Service Users and theirFamilies/Carers, GP practices, Consultants, Hospital departments and Health andLocal Authority staff.
4. Ensure the maintenance of the In/Out Board and SigningIn/Out Visitors book taking responsibility of same in the case of fire drill oractual emergency.
5. To act as central reporting and information point fortelephone/photocopier maintenance.
6. To act as central reporting of building faults asrequired.
7. To take responsibility for processing and distribution ofincoming mail and be the central point for outgoing mail collection.
8. To provide administration/secretarial assistance includingtyping, scanning and photocopying as directed by Administration Team Lead tosupport the Administration team..
9. Work within the implemented Reception Administrationpathway checklist.
10. To understand the need for confidentiality ensuringsecurity of service user data in accordance with Navigo policy
11. Bring to the attention of senior staff members anyrelevant concerns he-she considers may jeopardise service delivery and or careprovision.
12. To attend and participate in relevant Team Developmentactivities and team meetings including Administrative, Clinical and BusinessMeetings.
13. To ensure health and safety procedures are adhered to andactioned as necessary.
14. To maintain confidentiality at all times and to complywith the Data Protection Act and Access to Health Records procedures.
15. To comply with Health and Safety Regulations and workwithin the policy guidelines of Navigo.
16. To effectively manage compliance in mandatory trainingwithin the guidelines of Navigo.
17. Maintain an up to date and proficient working knowledgeof Navigo policies, procedures and processes ensuring changes in process andprocedures are embedded in working practice.
18. Involvement as requested in new service initiatives andparticipation in working groups as appropriate and to meet needs of service.
19. Provide administrative input and perspective todevelopments within service as appropriate.
20. Any other reasonable duty in connection with the work ofthe Team and as required by the organisation.
Person Specification
Experience
Essential
1. Experience of working in a busy office environment with the ability to multi-task
2. Ability to work to processes and set deadlines
3. Experience of working in a customer service environment
Desirable
4. Ability to deal with stressful situations and clients
5. Fire Warden trained or willing to work towards if required by area of service
6. First Aid trained or willing to work towards if required by area of service
7. Proof Reading trained or willing to work towards.
Skills & Attributes
Essential
8. Excellent communication skills; articulate, legible and meaningful and able to adjust communication style and content to the audience (Experience/Ability to deal with telephone enquiries from other Agencies, Clients and related Mental Health professionals)
9. Attention to detail and accuracy
10. Active and effective team member, co-operating to work together and in conjunction with others and willing to help and assist wherever possible and appropriate.
11. Adaptable and flexible in approach to working practice
12. Ability to use own initiative
13. Ability to work under pressure
14. Able to develop, establish and maintain positive relationships with others both internal and external to the organisation
15. Good IT skills
16. Willingness to undertake further training as required
Desirable
17. Knowledge of mental health services
18. Knowledge of hospital administration systems
19. Knowledge of medical terminology
Qualifications
Essential
20. Educated to GCSE level grade A to C or equivalent including Mathematics and English Language
21. RSA/OCR I Typing/Word Processing standard
Desirable
22. Previous NHS secretarial/administrative experience/knowledge of hospital administration procedures
23. Willingness to undertake training
24. Experience of working in a team
Other requirements
Essential
25. Understands the need for confidentiality
26. Understands the need for liaison with service users and their families sensitively, warmly and with empathy