Office Systems Manager

Job description

Job responsibilities

Communication and Reception

1. To provide a warm, welcoming and professional reception for all clients, their families and visiting professionals from 8.30am to 5pm daily.
2. To provide a courteous and professional response to telephone enquiries from clients, carers and professionals providing non-clinical information whilst exercising judgment to ensure that all the relevant personnel are given the necessary information.
3. To provide appropriate advice to queries via the Helpline, to log the call or email and to involve the clinical team as appropriate.
4. To take telephone messages, including voicemail and distribute them by email.
5. To support as necessary with the email correspondence to the central Centre email account, responding or forwarding to the therapy team, making judgments involving complex facts or situations which require the analysis, interpretation and comparison of a number of situations.
6. To ensure that clients with particular needs are identified and clinical staff are informed immediately.
7. To use own initiative and work unsupervised, maintaining appropriately high standards.
8. To maintain intense concentration on tasks in an environment where there are competing demands for attention.
9. To keep the reception waiting area tidy and secure, ensuring all displayed information is kept up to date and monitoring the cleanliness of the toys.

Administration

1. To be familiar with the office electronic administration systems.
2. To implement, update and monitor the teaching course bookings and payment systems, including:
   1. Monitoring card payment bookings via Tickera on MPC website and entering into the bookings spreadsheet.
   2. Monitoring bookings via invoice, sending links to set contacts up as suppliers and liaising to obtain purchase orders.
   3. Entering teaching invoices onto monthly NHS Finance spreadsheets and submitting to the finance department in a timely fashion.
   4. Notifying the Business Development Manager and the teaching team of booking numbers
   5. Entering SLT details onto teaching database, e.g. Mailchimp or similar.
3. To oversee the administration of the private assessment and therapy service:
   1. Ensuring the database of private clients is maintained.
   2. Arranging and monitoring card payments and informing the clinical team.
   3. Undertaking other duties as the private service is developed.
4. To oversee and support the admin team with office duties as necessary, including:
   1. Processing incoming and outgoing mail, date-stamping documentation as necessary.
   2. Monitoring issues related to the building and submitting requests for support from the Estates or Security department as necessary.
   3. Monitoring visitors to the Centre including Estates staff and ensuring signing in/out.
   4. Managing the issue and return of security fobs to visitors to the Centre.
   5. Recording incidents using the Datix system.
   6. Ensuring cover for other administrative staff in the department (own workload permitting) during periods of absence through annual leave and sickness.
   7. Overseeing administrative volunteers as required.
   8. Procuring of stationery and equipment via the electronic procurement system PECOS, ensuring sufficient stock is maintained and receipting deliveries of orders on PECOS.
5. To oversee and support the admin team as necessary with the appointment booking systems, including the following:
   1. Maintenance of the clinical room on-line booking diary, entering assessment appointments and alerting the team of cancellations and double bookings as appropriate.
   2. Maintenance of the MPC caseload database, producing reports for the Head of the Centre as required.
   3. Receipting electronic, email, telephone and paper referrals, acknowledging, seeking further information (including telephoning families as appropriate) and entering on to the database and the RIO system as appropriate.
   4. Monitoring the Patient Tracker List for long waiters.
   5. Reporting referral numbers to the Head of the Centre on a monthly basis.
   6. Booking and confirming assessment and entries into the online dairy and RIO.
   7. Sending assessment appointments and information as required, liaising with the clients, families, referring speech and language therapists, the Research Administrator and with the Interpreting and Advocacy Service of Whittington Health and making bookings as necessary.
   8. Maintaining the database outcome and discharge details.
   9. Distributing copies of clinical reports and letters as required and upload to RIO once parental consent gained.
6. To oversee and support the admin team with clinical NHS financial systems, including:
   1. Submitting funding applications to commissioners of childrens and adults services, following up on approvals and ensuring the information is disseminated promptly to the specialist team
   2. Completing purchase order & invoice for therapy onto NHS Finance spreadsheets & submitting to the finance department in a timely fashion.
7. To arrange archiving of old paper records and requesting retrieval of archived files from Iron Mountain as required.

General

1. To assist in preparing the Centres facilities for clinical use, including opening up and closing the Centre and its rooms on a daily basis.
2. To attend training including attendance at mandatory and other training courses as required, including Level 1 and 2 Child Protection.
3. To assist in training and integration of new, temporary and permanent members of staff.
4. To respond to activated panic alarms which are situated in all clinic rooms and accessible toilets, and to ensure the Head of the Centre is informed of all activities.
5. Any other reasonable duties as directed appropriate to grade.

Person Specification

Education / Qualifications

Essential

• Educated to GCSE/NVQ 2 or equivalent and must be able to demonstrate high standards of literacy and numeracy.
• Word processing/typing skills.
• Intermediate Microsoft Excel skills.

Desirable

• Advanced Microsoft Excel skills.

Skills & Abilities

Essential

• Advanced word processing skills (with exceptional accuracy in punctuation, spelling and grammar) and experience of full range of Windows software.
• Excellent general office administration skills.
• Excellent communication skills, both written and verbal, on telephone and face-to face.

Desirable

• Electronic database management e.g. Access.

Knowledge & Experience

Essential

• Experience of dealing with the public with a proven ability to deliver a high standard of customer care.

Personal Qualities

Essential

• Confident, courteous, dynamic, warm and professional presentation and manner.
• Calm, clear, concise and professional style of interaction.
• Excellent listening skills and ability to remember complex information.
• Sensitive and empathic telephone manner, ability to take accurate messages and deal with complex enquiries.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Whittington Hospital NHS Trust

Address

Michael Palin Centre for Stammering

13-15 Pine Street

London

EC1R 0JG

Employer's website

https://www.whittington.nhs.uk/ (Opens in a new tab)