Job summary
Would you like to be part of a small admin team supporting therapists in a busy and expanding community psychology service? Do you have experience of working in administration, good computer skills and a track record in excellent customer service? Haringey Talking Therapies is looking to recruit a permanent full-time Band 4 Administration and Central Booking Coordinator. Talking Therapies provide evidence-based therapy to people who have common mental health problems such as depression or anxiety. Haringey Talking Therapies - is one of the adult community services in Whittington Health NHS Trust. The service has over 100 members of staff and is known for its high quality of service delivery and service design.
The Coordinator post is based at Crouch End Health Centre, but currently the Admin & Central Booking staff are working to a hybrid model where at least two day a week is worked in the office and the other days are worked from home. It is envisaged that this will continue (dependent upon service need and Trust guidelines).
Main duties of the job
- To provide an efficient and effective administrative service for Haringey Talking Therapies
- Facilitate the smooth flow of patients through the service from opt in to treatment
- To maintain and operate the patient clinical data management system for the service
- To manage a high level of patient contact in difficult circumstances - talking to distressed patients in a high pressured environment
- To manage a high volume of work - the need to continually meet targets; maintain quality of work and manage pressure in helping and facilitating a team of over 100 staff members (WTE 55)
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description
Job responsibilities
1. Key Tasks: Administration
- To prioritise and organise own workload, acting on own initiative.
- To provide a general administrative function for the team members as directed by the heads of teams.
- To undertake duties that enable the appropriate functioning of the Talking Therapies case management system IAPTus
2. Key Tasks: Service and Client Issues
- Managing the service opt-in process managing the referrals and sending patients a SMS/letter to invite them into the service
- RIO checking referrals looking through referrals and providing a brief paper triage to identify any overt statement of harm to self/others and referring to the duty supervisor
- Central Patient Scheduling: Responsible for booking telephone and face-to- face triage screens for all patients accessing Talking Therapies in order to meet monthly KPI targets
- Central Patient Booking: Responsible for booking face-to-face appointments for all patients accessing Talking Therapies managing waiting list requirements and booking patients their first treatment slots in various clinical locations across the borough of Haringey
- To answer the team telephone and manage incoming calls from clients and others in a courteous and professional manner
- Taking/logging and answering voice messages
- Redirecting emails and voicemails received into the service to respective clinicians managing admin mailbox daily
- Managing the various online accounts, e.g. self-referral account, opt in, etc.
- Post sending clinical letters to patients and GPs daily, receiving and sorting Talking Therapies post
- Answering calls, and liaising with patients (or carers) experiencing mental health difficulties, often with high levels of distress and who may find themselves in difficult circumstances
- Manage patient cancellations, DNAs, and patient re-scheduling
- Logging patient complaints/feedback
- Booking interpreters for initial assessment and treatment sessions
- Reception providing, on a rotation, out of hours (OOHs) reception cover responsible for locking the building and keeping it secure at the end of the day
- Managing clinical room bookings, queries, high volume of calls from patients, carers, and staff
- Co-responsible for updating staff information with the team office manager
- Co-responsible for managing IT equipment signing equipment in/out for staff
- Co-responsible IT point of contact resolving IT queries and reporting /following up if needed
- Co-responsible for E-procurement ordering of stationary equipment
- Minute taking during team meetings
- To be flexible in approach to work.
- To undertake annual appraisal with Line Manager and to attend meetings and training courses as required.
3. Key Tasks: Using the Patient Clinical Management Information System
- Using the Patient Clinical Management Information System (IAPTus) - linking cases, assigning or reassigning cases, managing case permissions
- Entering new referrals paper referrals, email referrals and online referrals through IAPTus
- Creating groups on IAPTus
- Scanning confidential documents and uploading it onto IAPTus
- Creating and editing letter templates on IAPTus
- Managing patient discharges on IAPT
Job description
Job responsibilities
1. Key Tasks: Administration
- To prioritise and organise own workload, acting on own initiative.
- To provide a general administrative function for the team members as directed by the heads of teams.
- To undertake duties that enable the appropriate functioning of the Talking Therapies case management system IAPTus
2. Key Tasks: Service and Client Issues
- Managing the service opt-in process managing the referrals and sending patients a SMS/letter to invite them into the service
- RIO checking referrals looking through referrals and providing a brief paper triage to identify any overt statement of harm to self/others and referring to the duty supervisor
- Central Patient Scheduling: Responsible for booking telephone and face-to- face triage screens for all patients accessing Talking Therapies in order to meet monthly KPI targets
- Central Patient Booking: Responsible for booking face-to-face appointments for all patients accessing Talking Therapies managing waiting list requirements and booking patients their first treatment slots in various clinical locations across the borough of Haringey
- To answer the team telephone and manage incoming calls from clients and others in a courteous and professional manner
- Taking/logging and answering voice messages
- Redirecting emails and voicemails received into the service to respective clinicians managing admin mailbox daily
- Managing the various online accounts, e.g. self-referral account, opt in, etc.
- Post sending clinical letters to patients and GPs daily, receiving and sorting Talking Therapies post
- Answering calls, and liaising with patients (or carers) experiencing mental health difficulties, often with high levels of distress and who may find themselves in difficult circumstances
- Manage patient cancellations, DNAs, and patient re-scheduling
- Logging patient complaints/feedback
- Booking interpreters for initial assessment and treatment sessions
- Reception providing, on a rotation, out of hours (OOHs) reception cover responsible for locking the building and keeping it secure at the end of the day
- Managing clinical room bookings, queries, high volume of calls from patients, carers, and staff
- Co-responsible for updating staff information with the team office manager
- Co-responsible for managing IT equipment signing equipment in/out for staff
- Co-responsible IT point of contact resolving IT queries and reporting /following up if needed
- Co-responsible for E-procurement ordering of stationary equipment
- Minute taking during team meetings
- To be flexible in approach to work.
- To undertake annual appraisal with Line Manager and to attend meetings and training courses as required.
3. Key Tasks: Using the Patient Clinical Management Information System
- Using the Patient Clinical Management Information System (IAPTus) - linking cases, assigning or reassigning cases, managing case permissions
- Entering new referrals paper referrals, email referrals and online referrals through IAPTus
- Creating groups on IAPTus
- Scanning confidential documents and uploading it onto IAPTus
- Creating and editing letter templates on IAPTus
- Managing patient discharges on IAPT
Person Specification
Education and Qualifications
Essential
- Educated to GCSE/O level or equivalent
- Excellent written / spoken English
Knowledge and Experience
Essential
- Knowledge of administrative procedures, range of computerised software including Microsoft Word and Excel
- Previous experience dealing with the public face to face and over the telephone
- Understanding of equality and diversity
- Understanding of confidentiality
Desirable
- Previous experience of working within the NHS
- Previous experience of using RIO, IAPTUS and other patient data entry systems
Skills and Abilities
Essential
- Ability to prioritise urgent tasks
- Ability to work in a team and independently (with supervision)
- Attention to detail
- Able to be trained to use Trust IT systems
Personal Qualities
Essential
- Flexible approach to changing circumstance and department needs
- Good organisation, time management and prioritisation skills
Desirable
- Able to remain calm in a crisis and deal with sometimes distressing situations from both patients and staff
Person Specification
Education and Qualifications
Essential
- Educated to GCSE/O level or equivalent
- Excellent written / spoken English
Knowledge and Experience
Essential
- Knowledge of administrative procedures, range of computerised software including Microsoft Word and Excel
- Previous experience dealing with the public face to face and over the telephone
- Understanding of equality and diversity
- Understanding of confidentiality
Desirable
- Previous experience of working within the NHS
- Previous experience of using RIO, IAPTUS and other patient data entry systems
Skills and Abilities
Essential
- Ability to prioritise urgent tasks
- Ability to work in a team and independently (with supervision)
- Attention to detail
- Able to be trained to use Trust IT systems
Personal Qualities
Essential
- Flexible approach to changing circumstance and department needs
- Good organisation, time management and prioritisation skills
Desirable
- Able to remain calm in a crisis and deal with sometimes distressing situations from both patients and staff
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.
