Job summary
To deliver a high-quality comprehensive administration service to the NHS Talking Therapies Team whilst prioritising a busy workload and meeting deadlines.
Main duties of the job
The successful candidate will need excellent verbal communication skills to communicate courteously both face to face and on the telephone to service users, members of the general public and professional staff. You will need to be computer literate and able to provide clerical support to the team.
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
Administrative Duties
- To deliver a high-quality comprehensive administration service to the NHS Talking Therapies Team whilst prioritising a busy workload and meeting deadlines
- To respond to incoming calls and deal with enquiries ensuring appropriate action is taken and messages are accurately passed to the relevant staff members. To deal confidentially and sensitively with telephone calls and face to face contact from clients and others.
- To deal with incoming telephone and email enquiries on a daily basis, distributing and taking appropriate action as necessary, ensuring urgent matters are brought to the attention of the appropriate member of staff
- Ability to maintain accurate and clear records regarding referrals, waiting lists, records of appointments both written and computerised
- Promote at all times a positive image of mental ill health ensuring respect for the dignity and rights of individuals at all times
- Using IT packages including Word and Excel, Internet and Email.
- Log referrals onto IAPTUS (our patient information system) and check client details on the RIO database, allocation and closure of cases ensuring accurate and timely entry of client data
- Follow up with clients on care pathway system, to ensure clients are correctly allocated on the IAPTUS system.
- Ability to concentrate and use computers for long periods of time.
- Maintaining accurate waiting lists in conjunction with team managers
- Ability to prioritise own workload whilst working collaboratively as a member of a wider team
- Arrange interpreters to attend appointments with clients as requested
- Ability to deal with occasional distressing situations, including verbal aggression from clients
- To be able to work unsupervised and respond to situations which may arise requiring autonomous decision making, and escalating as appropriate
- Undertake any training for the development of this post in conjunction with your own personal development
- Undertaking any other duties commensurate with the level of the post as required to ensure the efficient and effective running of the service.
Job description
Job responsibilities
Administrative Duties
- To deliver a high-quality comprehensive administration service to the NHS Talking Therapies Team whilst prioritising a busy workload and meeting deadlines
- To respond to incoming calls and deal with enquiries ensuring appropriate action is taken and messages are accurately passed to the relevant staff members. To deal confidentially and sensitively with telephone calls and face to face contact from clients and others.
- To deal with incoming telephone and email enquiries on a daily basis, distributing and taking appropriate action as necessary, ensuring urgent matters are brought to the attention of the appropriate member of staff
- Ability to maintain accurate and clear records regarding referrals, waiting lists, records of appointments both written and computerised
- Promote at all times a positive image of mental ill health ensuring respect for the dignity and rights of individuals at all times
- Using IT packages including Word and Excel, Internet and Email.
- Log referrals onto IAPTUS (our patient information system) and check client details on the RIO database, allocation and closure of cases ensuring accurate and timely entry of client data
- Follow up with clients on care pathway system, to ensure clients are correctly allocated on the IAPTUS system.
- Ability to concentrate and use computers for long periods of time.
- Maintaining accurate waiting lists in conjunction with team managers
- Ability to prioritise own workload whilst working collaboratively as a member of a wider team
- Arrange interpreters to attend appointments with clients as requested
- Ability to deal with occasional distressing situations, including verbal aggression from clients
- To be able to work unsupervised and respond to situations which may arise requiring autonomous decision making, and escalating as appropriate
- Undertake any training for the development of this post in conjunction with your own personal development
- Undertaking any other duties commensurate with the level of the post as required to ensure the efficient and effective running of the service.
Person Specification
Education
Essential
- GSCE English & Maths A to C or 5 to 9
Experience
Essential
- Experience in standard office procedures
- Good level of computer literacy
Desirable
- NHS administrative experience
skills/knowledge
Essential
- Excellent communication verbal and written skills including sensitive telephone manner
Person Specification
Education
Essential
- GSCE English & Maths A to C or 5 to 9
Experience
Essential
- Experience in standard office procedures
- Good level of computer literacy
Desirable
- NHS administrative experience
skills/knowledge
Essential
- Excellent communication verbal and written skills including sensitive telephone manner
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).
