Job summary
Working flexibly, the post holder will be an integral member of the Community Child and Adolescent Mental Health Service (CAMHS) team based at Hackney Ark. The post holder will be responsible for providing comprehensive administrative support across the service, ensuring a patient-focused and efficient experience. This includes acting as a key point of contact by answering phone and email enquiries, providing direct administrative support to clinical teams, accurately processing referrals, efficiently utilising the Rio electronic patient record system for various tasks including opening referrals, pathwaying patients, managing discharges, and supporting appointment booking. The post holder will also contribute to general administrative duties to ensure the smooth running of the service. The role requires excellent communication and interpersonal skills, strong organisational abilities, and a commitment to maintaining confidentiality and a welcoming environment for patients and visitors.
***Closing date is indicative only and this vacancy may close early without notice when sufficient applications have been received.***
Main duties of the job
- Managing Enquiries: Act as the first point of contact for the service, efficiently and professionally answering phone and email enquiries, providing information, and directing queries to the appropriate team members.
- Providing Information: Advise patients of current and approximate waiting times in liaison with the clinical team and ensure patients are made aware of any relevant information regarding their appointments.
- Maintaining Patient Records: Be responsible for maintaining accurate patients' demographic details on Rio and report any duplicate patient registrations.
- Call & Inbox Management: Manage all calls efficiently and professionally within identified performance standards.
- Appointment Processing: Accurately process all patients as new, follow-up, reschedule, or rebook based on their last visit in Rio.
- General Administrative Duties: Undertake other administration and reception duties at the discretion of the needs of the service.
- Team Meetings: Attend regular team and department meetings.
About us
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.
We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).
Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.
Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.
We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.
Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.
Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s on this page
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s on this page
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Education & Qualifications
Essential
- Excellent standard of spoken and written English.
- Recognised qualification in Customer Care NVQ level 3 or relevant experience.
- Maths and English GCSE pass or equivalent.
Skills/ Abilities
Essential
- Excellent telephone skills
- Excellent keyboard and IT skills including use of Outlook, Word and Excel.
- Excellent communication and interpersonal skills.
- Understanding of need for confidentiality and information governance in a health care environment
Desirable
- Worked previously in an NHS Community Services
- Experience of working with patients in an NHS setting.
- Ability use Rio; use of MS Word and spreadsheets.
Experience
Essential
- Experience of working with the general public in a customer facing or administrative role.
- Accurate computer data entry skills Clerical/ reception/ administration experience.
- Willingness to work flexibly within a team.
- Experience of working as part of a team.
Desirable
- Experience of working in CAMHS
- Previous experience of working within a health care setting and using NHS information/ IT system.
Knowledge
Essential
- Understanding of the need for the efficient and accurate maintenance of patient's records.
- Knowledge/understanding of confidentiality issues
- Understanding of diverse communities.
Trust Values
Essential
- Understanding and demonstration of the Trust Values.
- Must be able to demonstrate commitment to Equal Opportunities, diversity and inclusion.
- To be flexible and self-motivated.
Person Specification
Education & Qualifications
Essential
- Excellent standard of spoken and written English.
- Recognised qualification in Customer Care NVQ level 3 or relevant experience.
- Maths and English GCSE pass or equivalent.
Skills/ Abilities
Essential
- Excellent telephone skills
- Excellent keyboard and IT skills including use of Outlook, Word and Excel.
- Excellent communication and interpersonal skills.
- Understanding of need for confidentiality and information governance in a health care environment
Desirable
- Worked previously in an NHS Community Services
- Experience of working with patients in an NHS setting.
- Ability use Rio; use of MS Word and spreadsheets.
Experience
Essential
- Experience of working with the general public in a customer facing or administrative role.
- Accurate computer data entry skills Clerical/ reception/ administration experience.
- Willingness to work flexibly within a team.
- Experience of working as part of a team.
Desirable
- Experience of working in CAMHS
- Previous experience of working within a health care setting and using NHS information/ IT system.
Knowledge
Essential
- Understanding of the need for the efficient and accurate maintenance of patient's records.
- Knowledge/understanding of confidentiality issues
- Understanding of diverse communities.
Trust Values
Essential
- Understanding and demonstration of the Trust Values.
- Must be able to demonstrate commitment to Equal Opportunities, diversity and inclusion.
- To be flexible and self-motivated.
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).
