Job summary
The Single Point of Access (SPA) Associate Practitioner will provide support to the single point of access service.
They will carry out administrative tasks as required, including processing referrals and other emails into the service; and maintain effective administration systems and processes for the team.
They will work within service level standards to deliver an efficient service; dealing with telephone and personal enquiries from patients, carers, and members of the public, GPs, and other healthcare professionals, and statutory and non-statutory organisations.
They will provide non-clinical information and advice to patients and relatives within the boundaries of the role. Also, taking accurate messages, responding appropriately, and passing information on in the appropriate manner; escalating issues to clinical staff appropriately.
Main duties of the job
Central and North West London NHS Trust is committed to providing safe, effective services and providing patients and families with a positive experience.
- To work positively with colleagues to maintain effective relationships.
- To act as the first point of contact for the Single Point of Access, recording on relevant Trust clinical systems the patient details, the reason for the call, and the next appropriate action.
- To effectively manage callers' expectations whilst providing correct and accurate information at all times.
- To use a variety of verbal and non-verbal communication skills to ensure that the caller understands the relevant information given. This includes callers of a non-English speaking background (who may require an interpreter), those with a hearing impairment, altered emotional states, cognitive learning, and/or a behavioural disability or communication deficits.
- To provide support and advice to people calling into SPA within the boundaries of their own professional knowledge and ability, escalating calls to SPA clinical staff as appropriate.
- To record all data accurately in the patient's electronic record, Create and update patient electronic records and other relevant documentation as required.
- Record all system information accurately, update call information, register call backs from patients, and bring all new information to the relevant line manager's attention.
- To have full working knowledge of the IT systems and applications used.
About us
Vaccination
The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings..
Values
Central and North West London NHS Trust expect all staff to act in a way that shows they understand our core values and are willing to put them into practice with patients, their friends, family and carers, and also other staff members.
We expect you to show COMPASSION, contribute to a caring and kind environment, and recognise that what you do and say helps can make the lives of others better.
We expect you to RESPECT everyone and acknowledge and welcome people's differences rather than ignore them or see them as problematic.
We expect you to EMPOWER others and continually try to provide information, resources, and support to help others make their own decisions and meet their own needs.
We expect you to work in PARTNERSHIP and behave in a way that shows that you recognise that commissioners and users of our services are the people who generate and pay for our work.
We expect you to role model these values and contribute to ensuring that they are embedded in the practice of the team.
Job description
Job responsibilities
The post holder will also be required to:
- Provide complete administrative support to the multi-disciplinary staff of the Single Point of Access, including word processing, filing, e-mails, photocopying, sending appointments, data quality, and capture using appropriate systems and photocopying.
- Operate and manage the Single Point of Access administration systems including e-roster
- Maintain a diary of appointments/information for teams manually / electronically; schedule appointments as necessary, ensuring patients are notified of any changes to appointments.
- Arrange meetings, book rooms, and equipment, organise refreshments where appropriate, and respond to changes of circumstances in a timely manner.
- Complete relevant typing, photocopying, scanning, faxing, filing, and maintenance of up-to-date IT systems.
- Have sufficient knowledge of patients' and professionals requirements to ensure the efficient running of the service
- Establish and maintain a well-organized and effective administrative service able to meet the needs of the service users and staff
- Monitor demand against capacity and escalate to clinical staff where issues arise against agreed protocols.
- Provide monthly statistics on throughput to team manager as requested.
- Work within a 24-hour, 7-day-a-week rota system
- Provide cover to more senior administrative/other urgent care administrative staff as and when necessary.
- Take stationery and equipment inventories where necessary and order goods for colleagues using the E-Procurement system.
- Collect and distribute all internal and external mail on a daily basis when required.
- Any other administrative duties to support the team as and when r
- To provide the first point of contact for all communications, to sort, distribute and prioritise incoming mail, emails, and telephone calls using judgment and experience to decide which documents are to be passed to the clinicians or social services for action and information
- To ensure that patients notes are treated confidentially and are correctly maintained following Caldicott guidelines and that documentation contained therein is correct, of high quality of standard, and is maintained at all times.
- To undertake relevant administration duties associated with referrals and bookings management as required and when necessary.
- To liaise with relevant services regarding bookings and referrals within appropriate timescales required by the team manager.
Job description
Job responsibilities
The post holder will also be required to:
- Provide complete administrative support to the multi-disciplinary staff of the Single Point of Access, including word processing, filing, e-mails, photocopying, sending appointments, data quality, and capture using appropriate systems and photocopying.
- Operate and manage the Single Point of Access administration systems including e-roster
- Maintain a diary of appointments/information for teams manually / electronically; schedule appointments as necessary, ensuring patients are notified of any changes to appointments.
- Arrange meetings, book rooms, and equipment, organise refreshments where appropriate, and respond to changes of circumstances in a timely manner.
- Complete relevant typing, photocopying, scanning, faxing, filing, and maintenance of up-to-date IT systems.
- Have sufficient knowledge of patients' and professionals requirements to ensure the efficient running of the service
- Establish and maintain a well-organized and effective administrative service able to meet the needs of the service users and staff
- Monitor demand against capacity and escalate to clinical staff where issues arise against agreed protocols.
- Provide monthly statistics on throughput to team manager as requested.
- Work within a 24-hour, 7-day-a-week rota system
- Provide cover to more senior administrative/other urgent care administrative staff as and when necessary.
- Take stationery and equipment inventories where necessary and order goods for colleagues using the E-Procurement system.
- Collect and distribute all internal and external mail on a daily basis when required.
- Any other administrative duties to support the team as and when r
- To provide the first point of contact for all communications, to sort, distribute and prioritise incoming mail, emails, and telephone calls using judgment and experience to decide which documents are to be passed to the clinicians or social services for action and information
- To ensure that patients notes are treated confidentially and are correctly maintained following Caldicott guidelines and that documentation contained therein is correct, of high quality of standard, and is maintained at all times.
- To undertake relevant administration duties associated with referrals and bookings management as required and when necessary.
- To liaise with relevant services regarding bookings and referrals within appropriate timescales required by the team manager.
Person Specification
EDUCATION AND QUALIFICATIONS
Essential
- Educated to GCSE standard or equivalent.
- NVQ3 in Business Administration or evidence of equivalent practical experience.
- Good standard of written and spoken English
PREVIOUS EXPERIENCE Paid/unpaid relevant to job
Essential
- Previous administrative experience in the NHS, preferably in mental health services
- Relevant experience of working in an administrative role.
- Previous experience of working on a telephone helpline / mental health crisis line or equivalent.
- Computer literacy and word processing skills (MSOffice Word) 40-45 wpm typing speed.
- Data entry skills including knowledge of using Excel.
- Understanding of Data Protection / Confidentiality.
- Previously experience of working in a team (particularly a multi-disciplinary team).
Desirable
- Knowledge of Patient Administration systems
- Other windows packages for example PowerPoint and Outlook
- Application of technology in the office i.e. Email and Networking
SKILLS, KNOWLEDGE, ABILITIES
Essential
- Good communication and interpersonal skills including the ability to communicate effectively verbally and in writing.
- Ability to prioritise workload, and plan and organise own time effectively
- Exercise own judgement when dealing with enquiries from patients, relatives / carers or other professionals.
- Ability to act independently, and on own initiative.
- Excellent organisational skills
- Able to deal with difficult/emotional callers
Desirable
- Lived experience of mental health,
- Experience of working in a culturally diverse inner-city area.
- Understanding of hospital and/or social services environments
- Knowledge of the Data Protection Act and Caldicott Guardian
OTHER
Essential
- Sickness (or attendance) record that is acceptable to the Trust
- Declared medically fit by the Occupational Health Department to perform the duties of the post.
- The post holder must have the ability to understand and implement the Equal Opportunities Policy at a level appropriate to the job.
Person Specification
EDUCATION AND QUALIFICATIONS
Essential
- Educated to GCSE standard or equivalent.
- NVQ3 in Business Administration or evidence of equivalent practical experience.
- Good standard of written and spoken English
PREVIOUS EXPERIENCE Paid/unpaid relevant to job
Essential
- Previous administrative experience in the NHS, preferably in mental health services
- Relevant experience of working in an administrative role.
- Previous experience of working on a telephone helpline / mental health crisis line or equivalent.
- Computer literacy and word processing skills (MSOffice Word) 40-45 wpm typing speed.
- Data entry skills including knowledge of using Excel.
- Understanding of Data Protection / Confidentiality.
- Previously experience of working in a team (particularly a multi-disciplinary team).
Desirable
- Knowledge of Patient Administration systems
- Other windows packages for example PowerPoint and Outlook
- Application of technology in the office i.e. Email and Networking
SKILLS, KNOWLEDGE, ABILITIES
Essential
- Good communication and interpersonal skills including the ability to communicate effectively verbally and in writing.
- Ability to prioritise workload, and plan and organise own time effectively
- Exercise own judgement when dealing with enquiries from patients, relatives / carers or other professionals.
- Ability to act independently, and on own initiative.
- Excellent organisational skills
- Able to deal with difficult/emotional callers
Desirable
- Lived experience of mental health,
- Experience of working in a culturally diverse inner-city area.
- Understanding of hospital and/or social services environments
- Knowledge of the Data Protection Act and Caldicott Guardian
OTHER
Essential
- Sickness (or attendance) record that is acceptable to the Trust
- Declared medically fit by the Occupational Health Department to perform the duties of the post.
- The post holder must have the ability to understand and implement the Equal Opportunities Policy at a level appropriate to the job.
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).
