Job summary
We are looking for a full time Band 3 Service Delivery Support/Team Administrator to work at Sudborough House to support the Children's and Young People's ASD/ADHD Team. You would join part of a caring and compassionate team that is developing, innovative and dynamic, situated within the Children's Directorate. You will have excellent customer service skills, especially on the phone to our service users and partner agencies and professionals, in addition to excellent organisational skills and a good working knowledge of Word, Excel and SystmOne. You must also have good team working, coordination, planning and scheduling skills, and a solution focused attitude.
Having an interest in working within the field of ADHD and ASD would make this a fantastic opportunity for candidates.
Main duties of the job
The post-holder will be required to provide a full and confidential administrative service to the Clinicians within the Children's ADHD Team. You will form a part of a small team of other administrators and provide support to the Team to ensure smooth service delivery and providing outstanding compassionate care. You will be expected to be organised, flexible in your approach and use initiative and judgement to organise your own workload and that of junior administrative staff within the service.
You will be expected to have excellent communication skills and a calm, positive and helpful attitude as the person dealing with incoming calls from potentially distressed service users or carers.
You must be reliable and flexible to meet service needs, and used to working in busy environment.
Please note that the advert may close early if sufficient number applications have been received.
About us
NHFT is an integrated primary care and mental health Trust, providing physical, mental health and specialty services in both hospital settings and out in the community. Because we put the person at the centre of all we do, we focus on delivering care that is as easy to access as possible. This means many of our services can be provided at home, work or in schools. We also provide health services to various prisons and detention centres in Bedfordshire and Cambridgeshire.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES:
- To receive and triage a range of telephone enquiries from patients, carers and professionals. To liaise with internal and external sources to resolve queries, problems, or complaints. Telephone calls may be of a highly sensitive, contentious, or distressing nature requiring judgement, tact and sensitivity to reach an appropriate resolution
- Maintain an effective message taking system ensuring that all messages are passed on to the appropriate individual in a timely manner, in some situations the timing may be critical and own judgement will be required.
- To carry out general office duties such as collecting and distributing post, reporting faults in line with local protocol, ordering and monitoring stationery.
- To be aware of clinical needs in sourcing specific items of equipment for the service.
- To create, format and edit medical documents using SystmOne, including court reports and legal papers, from digital dictation and written notes including service specific information and medical and legal terminology.
- To cover reception and associated duties when required.
- To book rooms or venues as appropriate for clinics or meetings being conscious and aware of special needs. Sometimes this may require prior research into the needs of those attending and medical conditions.
- To liaise with 3rd parties such as care homes, prison staff, Mental Health Act Administration, Ministry of Justice, Parole Boards, schools, Social Services and GP's when required. To obtain information required prior to assessment if necessary.
- To support other administrators and clinical staff as required and be a point of call for queries.
This job description is not intended to be an exhaustive list of duties and responsibilities, but indicated the key responsibilities of the post. The post holder may be required to undertake other duties as required, commensurate with the grade and/or hours of work.
The post is for office working only due to the nature of the calls and service needs.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES:
- To receive and triage a range of telephone enquiries from patients, carers and professionals. To liaise with internal and external sources to resolve queries, problems, or complaints. Telephone calls may be of a highly sensitive, contentious, or distressing nature requiring judgement, tact and sensitivity to reach an appropriate resolution
- Maintain an effective message taking system ensuring that all messages are passed on to the appropriate individual in a timely manner, in some situations the timing may be critical and own judgement will be required.
- To carry out general office duties such as collecting and distributing post, reporting faults in line with local protocol, ordering and monitoring stationery.
- To be aware of clinical needs in sourcing specific items of equipment for the service.
- To create, format and edit medical documents using SystmOne, including court reports and legal papers, from digital dictation and written notes including service specific information and medical and legal terminology.
- To cover reception and associated duties when required.
- To book rooms or venues as appropriate for clinics or meetings being conscious and aware of special needs. Sometimes this may require prior research into the needs of those attending and medical conditions.
- To liaise with 3rd parties such as care homes, prison staff, Mental Health Act Administration, Ministry of Justice, Parole Boards, schools, Social Services and GP's when required. To obtain information required prior to assessment if necessary.
- To support other administrators and clinical staff as required and be a point of call for queries.
This job description is not intended to be an exhaustive list of duties and responsibilities, but indicated the key responsibilities of the post. The post holder may be required to undertake other duties as required, commensurate with the grade and/or hours of work.
The post is for office working only due to the nature of the calls and service needs.
Person Specification
Knowledge and experience
Essential
- GCSEs grade C or above (or equivalent) in literacy and numeracy
- RSA Level three/Speed typing qualification or demonstrable experience (min 60 wpm)
- NVQ in Administration level 2/3
- Knowledge of specialist medical terminology
- Sound knowledge of Microsoft Packages - Word, Excel, Teams and Outlook
Desirable
- Other relevant administrative qualifications
- Experience of working with children/young people and their families
- Experience of using SystmOne
- Previous experience of working in the NHS
Skills and Abilities
Essential
- Excellent interpersonal skills
- Ability to organise and prioritise own workload
- Ability to work flexibly as part of a team
- Ability to deal sensitively with service users, carers and colleagues
- Good time management skills
- Flexibility and adaptability
- Ability to work under pressure and to work to deadlines
- Ability to maintain confidentiality and exercise judgement when dealing with sensitive issues
- Good understanding of English, punctuation and grammar
- Ability to concentrate where work pattern is unpredictable and there are frequent interruptions
- Dealing with telephone calls/ typing letters with distressing or emotional content
- Commitment to personal development
Desirable
- Previous experience of SystmOne or other database platforms
- Full Driving Licence and use of car (or alternative mode of transport) or ability to travel across sites if required
Behaviours and Values
Essential
- An ability to interact effectively with staff from all disciplines
- Flexible, adaptable approach, with polite, helpful and professional manner.
- Team player
- The ability to deal with challenging situations, remain calm and problem solve as required
- Demonstrate attention to detail
Desirable
- An interest in working with children/young people.
Person Specification
Knowledge and experience
Essential
- GCSEs grade C or above (or equivalent) in literacy and numeracy
- RSA Level three/Speed typing qualification or demonstrable experience (min 60 wpm)
- NVQ in Administration level 2/3
- Knowledge of specialist medical terminology
- Sound knowledge of Microsoft Packages - Word, Excel, Teams and Outlook
Desirable
- Other relevant administrative qualifications
- Experience of working with children/young people and their families
- Experience of using SystmOne
- Previous experience of working in the NHS
Skills and Abilities
Essential
- Excellent interpersonal skills
- Ability to organise and prioritise own workload
- Ability to work flexibly as part of a team
- Ability to deal sensitively with service users, carers and colleagues
- Good time management skills
- Flexibility and adaptability
- Ability to work under pressure and to work to deadlines
- Ability to maintain confidentiality and exercise judgement when dealing with sensitive issues
- Good understanding of English, punctuation and grammar
- Ability to concentrate where work pattern is unpredictable and there are frequent interruptions
- Dealing with telephone calls/ typing letters with distressing or emotional content
- Commitment to personal development
Desirable
- Previous experience of SystmOne or other database platforms
- Full Driving Licence and use of car (or alternative mode of transport) or ability to travel across sites if required
Behaviours and Values
Essential
- An ability to interact effectively with staff from all disciplines
- Flexible, adaptable approach, with polite, helpful and professional manner.
- Team player
- The ability to deal with challenging situations, remain calm and problem solve as required
- Demonstrate attention to detail
Desirable
- An interest in working with children/young people.
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.
