Job summary
Children & Y.P. Services - Single Point of Access (SPA)
FTP 12 months - with possible extension and Joining our Oxleas Bank.
Flexible shifts to cover operational hours: 7.30am - 7.00pm Monday - Friday
Base: Acorns and other Trust sites
This post is within an Admin team providing a single point of access support for Children's Specialist Community Services.
This service receives in excess of 130 calls a day, as administrator, you will be required to participate in call centre duties liaising with service users and health care professionals, with the expectation to resolve and deal with the call.
This is a varied role creating referrals, booking appointments, taking messages/dealing with queries, scanning documents, uploading them to the RIO system, sending out reports, scanning and electronically distributing post, data inputting and carrying out routine administration duties.
The post provides reception cover, meeting and greeting families attending appointments, helping prepare clinic rooms and infection control duties.
This is a very demanding role - you must have the focus and ability to switch back and forth between tasks and excellent attention to detail is key.
You will be required to work at different locations to support Oxleas outreach services in the community, which will consist of meeting and greeting families, creating referrals and support the running of these sessions.
Main duties of the job
Liaise with parents, schools, G.P.s and other professionals with regard to administrative duties relevant to client care, for example, processing new referrals, arranging appointments.
To provide reception duties - allowing secure access , preparing clinic rooms for use, maintaining records of key holders and alarm and door codes.
To respond to incoming calls and emails and deal with enquiries. Record all messages accurately ensuring appropriate action is taken and messages passed to the relevant service /clinician.
To open, sort and scan post and any relevant correspondence for SPA and SCS. Notify the relevant SCS service/clinician of new documents available to view on RIO.
To scan/upload documents to RIO, using the Trust standards.
To process new referrals and information, recording appropriate data onto RiO
To book appointments, clinics, meetings, and rooms as required for SCS.
To book interpreter services as required.
To produce clinic appointment letters, book rooms for group therapy and interpreter services as required.
To contact service users with reminders for appointments as required.
To despatch outgoing correspondence via post room, email or DOCMAN as appropriate.
To input/update information on the database, ensuring quality of data and completeness.
To check waiting list information and prioritise and action accordingly.
To record contacts and actions on RIO according to local policies.
About us
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children's centres, schools and people's homes.
We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
- We're Kind
- We're Fair
- We Listen
- We Care
Job description
Job responsibilities
To be the first point of contact for service users via Generic Mail and Call centre.
To be part of the administrative service to the SCS and CAMHS including management of referrals and booking appointments together with related administration.
To follow up DNAs, outstanding review appointments and unanswered 14 day letters.
Successful candidates will demonstrate:
- Sound knowledge of Patient database system such as RIO, PIMMS
- Microsoft Office
- Good communication and Telephone skills
- Ability to cope under pressure
- Ability to communicate effectively both orally and in writing
- Ability to work without direct supervision using own initiative, ensuring productivity is high and targets are met in line with service objectives
- Good time management skills and reliability
- Ability to organise and prioritise workload effectively
- Ability to work effectively as part of a team
- Ability to empathise and deal tactfully with families, service users and colleagues
- Sound understanding of confidentiality and its relation to health care delivery
- Ability to work flexibly and be responsible to changing demands and frequent interruptions
To record contacts and actions on RIO according to local policies.
To process discharged files ensuring accurate inputting of information to the required electronic record systems to facilitate efficient retrieval of files and following Trust policy.
To assist bank or administration support staff in undertaking duties within the team as directed by Admin Team Lead. To support staff in learning office and reception processes and protocols.
To assist with the caseload administration for SCS clinicians and therapists in the community.
To prepare information for example, client reports, letters, hard copy records/reports for clinics, in line with local policies and procedures.
To assist in processing Data Protection and Subject Access enquiries, e.g. photocopying files, at the request of the Admin Team Lead and task co-ordinator, to ensure that all necessary information is provided in an efficient and timely manner.
To collate, photocopy and distribute reports and other relevant information to parents and professionals, for example, education staff, G.P.s, internal/external agencies following local policies and procedures, ensuring that the appropriate parental consent has been received.
To despatch outgoing correspondence via post room, email or DOCMAN as appropriate.
To maintain log of specialist clinical equipment, logging issue and return and tracking and actioning schedule of maintenance and testing of the equipment as appropriate to the location.
To maintain a log of equipment held by SPA and loaned to service teams e.g. projectors.
To issue and record on RIO any non returnable equipment and supplies to service users as approved by SCS therapists/clinicians e.g. hearing aid batteries.
To participate in the organisation and coordination of study days or training (including collating request forms).
To gather data as requested, for example, activity data and statistics, providing punctual and accurate information following departmental and local trust guidelines as required on a weekly, monthly and quarterly basis.
To attend courses and statutory training as identified through supervision and PDR.
To pursue personal development of skills and knowledge necessary for the effective performance and development of the role.
To work as part of a team and to undertake office or reception duties in the absence of other members of the admin team.
To book venues for meetings and organise refreshments as requested.
To take/type minutes of team meetings and distribute information to team members as requested.
To undertake copy typing and formatting duties to include reports containing terminology relating to therapies, letters, memos and service documents and PPDRs as required.
To distribute reports, letters, memos, payslips and service documents as required.
To request and fulfil stationery orders for supplies for SPA and SCS staff business use.
To photocopy, send faxes and laminate materials.
To maintain a supply of handouts and leaflets issued to service users e.g. audiogram forms, dietitian pre-assessment food diaries, parental consent forms, service questionnaires, maps, follow up appointment cards, complement slips and all services leaflets.
To manage own workload, time management and transport needs in line with Trust, departmental and line manager guidelines and demonstrates an ability to prioritise tasks.
To handle complaints (if first point of contact) in line with local policies and procedures and to escalate appropriately if they cannot be resolved at first point of contact.
To support the Admin Team Lead to maintain records of sickness absence (e.g. recording absence notifications in spreadsheet and emailing appropriate line manager/supervisor).
Job description
Job responsibilities
To be the first point of contact for service users via Generic Mail and Call centre.
To be part of the administrative service to the SCS and CAMHS including management of referrals and booking appointments together with related administration.
To follow up DNAs, outstanding review appointments and unanswered 14 day letters.
Successful candidates will demonstrate:
- Sound knowledge of Patient database system such as RIO, PIMMS
- Microsoft Office
- Good communication and Telephone skills
- Ability to cope under pressure
- Ability to communicate effectively both orally and in writing
- Ability to work without direct supervision using own initiative, ensuring productivity is high and targets are met in line with service objectives
- Good time management skills and reliability
- Ability to organise and prioritise workload effectively
- Ability to work effectively as part of a team
- Ability to empathise and deal tactfully with families, service users and colleagues
- Sound understanding of confidentiality and its relation to health care delivery
- Ability to work flexibly and be responsible to changing demands and frequent interruptions
To record contacts and actions on RIO according to local policies.
To process discharged files ensuring accurate inputting of information to the required electronic record systems to facilitate efficient retrieval of files and following Trust policy.
To assist bank or administration support staff in undertaking duties within the team as directed by Admin Team Lead. To support staff in learning office and reception processes and protocols.
To assist with the caseload administration for SCS clinicians and therapists in the community.
To prepare information for example, client reports, letters, hard copy records/reports for clinics, in line with local policies and procedures.
To assist in processing Data Protection and Subject Access enquiries, e.g. photocopying files, at the request of the Admin Team Lead and task co-ordinator, to ensure that all necessary information is provided in an efficient and timely manner.
To collate, photocopy and distribute reports and other relevant information to parents and professionals, for example, education staff, G.P.s, internal/external agencies following local policies and procedures, ensuring that the appropriate parental consent has been received.
To despatch outgoing correspondence via post room, email or DOCMAN as appropriate.
To maintain log of specialist clinical equipment, logging issue and return and tracking and actioning schedule of maintenance and testing of the equipment as appropriate to the location.
To maintain a log of equipment held by SPA and loaned to service teams e.g. projectors.
To issue and record on RIO any non returnable equipment and supplies to service users as approved by SCS therapists/clinicians e.g. hearing aid batteries.
To participate in the organisation and coordination of study days or training (including collating request forms).
To gather data as requested, for example, activity data and statistics, providing punctual and accurate information following departmental and local trust guidelines as required on a weekly, monthly and quarterly basis.
To attend courses and statutory training as identified through supervision and PDR.
To pursue personal development of skills and knowledge necessary for the effective performance and development of the role.
To work as part of a team and to undertake office or reception duties in the absence of other members of the admin team.
To book venues for meetings and organise refreshments as requested.
To take/type minutes of team meetings and distribute information to team members as requested.
To undertake copy typing and formatting duties to include reports containing terminology relating to therapies, letters, memos and service documents and PPDRs as required.
To distribute reports, letters, memos, payslips and service documents as required.
To request and fulfil stationery orders for supplies for SPA and SCS staff business use.
To photocopy, send faxes and laminate materials.
To maintain a supply of handouts and leaflets issued to service users e.g. audiogram forms, dietitian pre-assessment food diaries, parental consent forms, service questionnaires, maps, follow up appointment cards, complement slips and all services leaflets.
To manage own workload, time management and transport needs in line with Trust, departmental and line manager guidelines and demonstrates an ability to prioritise tasks.
To handle complaints (if first point of contact) in line with local policies and procedures and to escalate appropriately if they cannot be resolved at first point of contact.
To support the Admin Team Lead to maintain records of sickness absence (e.g. recording absence notifications in spreadsheet and emailing appropriate line manager/supervisor).
Person Specification
Qualifications
Essential
- Education to GCSE/CSE level C and above
- IT Skills to RSA2, NVQ2 or equivalent
Experience
Essential
- 6 months experience of working in an office environment
- Experience of working with public
Experience
Essential
- Knowledge of office procedures
Person Specification
Qualifications
Essential
- Education to GCSE/CSE level C and above
- IT Skills to RSA2, NVQ2 or equivalent
Experience
Essential
- 6 months experience of working in an office environment
- Experience of working with public
Experience
Essential
- Knowledge of office procedures
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.
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).
Additional information
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.
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).
