Job summary
We have an exciting opportunity for a Receptionist to join our Eating Disorder Service based in the Roxborough Road Site.
The Eating Disorder Service offers a range of specialist services to women, men, children, and young people who are suffering from anorexia nervosa, bulimia nervosa, and other eating disorders. The service provides a wide range of treatments, including assessment and community, outpatient therapy, day programme services, and inpatient care across different sites.
We are looking for an enthusiastic and motivated Receptionist to provide important administrative and customer service to ensure the smooth running of our very busy and dynamic team. The role comes with a variety of responsibilities, providing support to the clinical team, service users, patients, and carers who attend the service.
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 in our healthcare settings.
The EDS team is strong and supportive and has excellent structures to offer regular supervision. This is a great opportunity to join our team to support the delivery of high-quality EDS for North West London. We are looking for exceptional individuals with the right attitude, skills, and knowledge who share our passion to deliver the best quality care experience for patients and their families.
Main duties of the job
The post holder will be based on-site and will provide comprehensive administrative support to ensure the effective delivery of high-quality services by the EDS Team. A clear understanding of the programme's objectives will be essential, as will the ability to support the team in fulfilling their responsibilities efficiently.
Key responsibilities include:
- Communicating with patients and their families/carers.
- Arranging appointments and managing associated administrative tasks.
- Collaborating closely with various corporate teams across CNWL Trust to support service delivery.
As the first point of contact for the service, the post holder must demonstrate excellent communication and IT skills, along with a strong working knowledge of Microsoft Office applications.
Administrative duties will include:
- Inputting, updating, and closing referrals.
- Contacting patients and booking appointments.
- Registering patients on POD.
- Responding to general queries and directing them appropriately.
- Formatting and finalising letters.
- Minute taking.
- Booking taxis & interpreters.
- Supporting local admin inductions.
- Managing stationery orders.
- Assisting with other administrative processes to ensure smooth and efficient service operations.
The role requires initiative in managing personal and team workloads, with a focus on meeting service objectives and deadlines. The post holder should be capable of working independently, exercising discretion, sound judgement, and critical thinking where necessary.
About us
This post is highly suitable for an applicant who is working at a similar grade in the NHS or for those currently working in a non-NHS setting with aspirations to enter into Health Service administration.
The post is based at EDS STRIDES & Outpatients Roxborough Road Site, 13-17 Roxborough Road, Harrow, London HA1 1NS. In addition, the post holder will provide cross cover for the VSEDS Team, ARC CYP Day Programme Team, and Children and Young People Eating Disorder Service Team during periods of staff absence within the department, as and when required.
In return, we are offering the opportunity to work in a supportive and friendly environment, where supervision and performance reviews/appraisals form part of our ongoing development of staff.CNWL is committed to progressing and supporting its staff with career development and training, ensuring staff health and well-being, and job satisfaction.
Job description
Job responsibilities
Key Responsibilities
- Site Management
- To report the need for repairs to building fabric and equipment accordingly (QTS) and liaise with the Sites Manager and Admin Manager if escalation is required.
- Liaise with domestic staff (OCS and QTS) when necessary to ensure that the premises are kept clean and report any problems to the Sites Manager and Admin Manager.
- Assist the Sites Manager and Admin Manager in the completion of monthly environmental checks, health and safety audits, and required follow-up actions.
- Ensure that the keys to our filing cabinets and FP10 Prescription Pads, and any other confidential documents, are safely kept secure by the end of the day.
- Provide a welcoming and efficient reception service to all visitors.
- Maintain a clean and organized environment in the work office space.
- Completing daily whole-building site checks and reporting to OCS and copying the Sites Manager if office spaces and therapy rooms need cleaning.
2. Administration
- Deal with incoming telephone calls, all incoming and outgoing correspondence such as emails and letters as appropriate, using judgment and discretion to ensure that items needing urgent attention are brought to the attention of relevant staff or team.
- Take clear and precise messages dealing with all queries as appropriate in a professional manner.
- Type correspondence as agreed by the Admin Manager.
- Photocopy, print, laminate, and distribute information as requested by members of the team.
- Prioritize own workload to ensure that deadlines are met and prepare handovers to the team if necessary.
- Work as a team efficiently, supporting, motivating, and encouraging each other as well as managing workload independently and unsupervised.
- Organize and coordinate the booking of rooms for meetings, training events, interviews, and seminars on behalf of the team.
- Attend meetings, create agendas, take and distribute minutes, and initiate agreed-upon follow-up action as directed by the Admin Manager.
- Support the production of information for professional visits.
- Collate, check, and send patients' SAR requests to appropriate clinicians to be reviewed/redacted, signed off, and complete SAR requests from patients/families/legal teams from health records via Power Apps in line with trust policy.
- Report any incidents to line managers and input a detailed and factual incident report via Datix.
- Keep an audit of stationery in our stock and order stationery for all teams if necessary.
- Book transport and language interpreter for patients when required by the service users and approved by their clinicians.
- Prepare a physical and safe space for visitors when necessary.
- Issue and maintain patient care files in line with CNWL Trust Care File Policy and carry out spot checks to ensure compliance.
- Scan all patient correspondence and all other patient-related information, uploaded and saved on our patient record system on time.
- Liaise with other Hospitals and Departments to obtain previous medical records when appropriate.
- Support an annual audit of all care files, identify files that should be archived in line with CNWL Trust policy, and ensure they are sorted, indexed, and sent to central off-site storage.
3. Systems Management & Information Processing
- To allocate and activate Fobs to our staff/external colleagues who go to the RR site and collect FOB and deactivate access once its no longer required
- Keep electronic records of staff and contractors signing sheets saved on SharePoint
- Ensure that all incidents in the RR site are logged on the tracker on SharePoint and Datix and raised to the Admin Manager and Site Manager
- Ensure that STRIDES and outpatient referrals and referrer contact details, and other patient data are inputted on SystmOne and POD.
- Ensure that the patient referrals are updated, triaged and outcomes by clinicians, opened and closed on SystmOne as per clinicians' instructions.
- Enter correct patient information details (registration forms) and update accordingly on the clinical system, ensuring Trust and service deadlines are met.
- Supporting the Band 4 Team Administrator in contacting, offering, and booking patients for their initial assessment appointment, as well as cancelling and rescheduling patients' appointments with clinicians.
- Supporting the Band 4 Team Administrator in creating patients appointment letters on SystmOne and creating POD accounts.
- Supporting the Band 4 Team Administrator in chasing and creating Opt-in Letters if the patient has not responded to our correspondence, and Closing Letters if the patient needs to be discharged back to their GP or deemed inappropriate for our service, or does not want to engage further with our service in SystmOne.
- Support the Admin Manager using the clinical reporting system to produce data for the Team Manager/Service Manager with monitoring Mental Health Services Data Set (MHSDS), other key performance indicators, contractual requirements, supervision, and data for team meetings.
- Manage and update shared folders to ensure all staff can easily access key documents and files.
- Develop PowerPoint presentations for meetings, seminars, and training events (internal and external).
- Support the preparation of information leaflets for printing and distribution.
- Log any OCS issues/requests in the log book given by OCS and escalate to the OCS team lead, Site manager, if not completed.
- Competently use Supplies and NHS logistics online ordering systems as and when required.
Job description
Job responsibilities
Key Responsibilities
- Site Management
- To report the need for repairs to building fabric and equipment accordingly (QTS) and liaise with the Sites Manager and Admin Manager if escalation is required.
- Liaise with domestic staff (OCS and QTS) when necessary to ensure that the premises are kept clean and report any problems to the Sites Manager and Admin Manager.
- Assist the Sites Manager and Admin Manager in the completion of monthly environmental checks, health and safety audits, and required follow-up actions.
- Ensure that the keys to our filing cabinets and FP10 Prescription Pads, and any other confidential documents, are safely kept secure by the end of the day.
- Provide a welcoming and efficient reception service to all visitors.
- Maintain a clean and organized environment in the work office space.
- Completing daily whole-building site checks and reporting to OCS and copying the Sites Manager if office spaces and therapy rooms need cleaning.
2. Administration
- Deal with incoming telephone calls, all incoming and outgoing correspondence such as emails and letters as appropriate, using judgment and discretion to ensure that items needing urgent attention are brought to the attention of relevant staff or team.
- Take clear and precise messages dealing with all queries as appropriate in a professional manner.
- Type correspondence as agreed by the Admin Manager.
- Photocopy, print, laminate, and distribute information as requested by members of the team.
- Prioritize own workload to ensure that deadlines are met and prepare handovers to the team if necessary.
- Work as a team efficiently, supporting, motivating, and encouraging each other as well as managing workload independently and unsupervised.
- Organize and coordinate the booking of rooms for meetings, training events, interviews, and seminars on behalf of the team.
- Attend meetings, create agendas, take and distribute minutes, and initiate agreed-upon follow-up action as directed by the Admin Manager.
- Support the production of information for professional visits.
- Collate, check, and send patients' SAR requests to appropriate clinicians to be reviewed/redacted, signed off, and complete SAR requests from patients/families/legal teams from health records via Power Apps in line with trust policy.
- Report any incidents to line managers and input a detailed and factual incident report via Datix.
- Keep an audit of stationery in our stock and order stationery for all teams if necessary.
- Book transport and language interpreter for patients when required by the service users and approved by their clinicians.
- Prepare a physical and safe space for visitors when necessary.
- Issue and maintain patient care files in line with CNWL Trust Care File Policy and carry out spot checks to ensure compliance.
- Scan all patient correspondence and all other patient-related information, uploaded and saved on our patient record system on time.
- Liaise with other Hospitals and Departments to obtain previous medical records when appropriate.
- Support an annual audit of all care files, identify files that should be archived in line with CNWL Trust policy, and ensure they are sorted, indexed, and sent to central off-site storage.
3. Systems Management & Information Processing
- To allocate and activate Fobs to our staff/external colleagues who go to the RR site and collect FOB and deactivate access once its no longer required
- Keep electronic records of staff and contractors signing sheets saved on SharePoint
- Ensure that all incidents in the RR site are logged on the tracker on SharePoint and Datix and raised to the Admin Manager and Site Manager
- Ensure that STRIDES and outpatient referrals and referrer contact details, and other patient data are inputted on SystmOne and POD.
- Ensure that the patient referrals are updated, triaged and outcomes by clinicians, opened and closed on SystmOne as per clinicians' instructions.
- Enter correct patient information details (registration forms) and update accordingly on the clinical system, ensuring Trust and service deadlines are met.
- Supporting the Band 4 Team Administrator in contacting, offering, and booking patients for their initial assessment appointment, as well as cancelling and rescheduling patients' appointments with clinicians.
- Supporting the Band 4 Team Administrator in creating patients appointment letters on SystmOne and creating POD accounts.
- Supporting the Band 4 Team Administrator in chasing and creating Opt-in Letters if the patient has not responded to our correspondence, and Closing Letters if the patient needs to be discharged back to their GP or deemed inappropriate for our service, or does not want to engage further with our service in SystmOne.
- Support the Admin Manager using the clinical reporting system to produce data for the Team Manager/Service Manager with monitoring Mental Health Services Data Set (MHSDS), other key performance indicators, contractual requirements, supervision, and data for team meetings.
- Manage and update shared folders to ensure all staff can easily access key documents and files.
- Develop PowerPoint presentations for meetings, seminars, and training events (internal and external).
- Support the preparation of information leaflets for printing and distribution.
- Log any OCS issues/requests in the log book given by OCS and escalate to the OCS team lead, Site manager, if not completed.
- Competently use Supplies and NHS logistics online ordering systems as and when required.
Person Specification
Education and Qualifications
Essential
- GCSE Maths & English (Grade C or above) or equivalent
Desirable
- Educated to Diploma level or NVQ Level 3
- oAdministration and IT Skills Qualifications
Experience
Essential
- Demonstrable previous administrative experience
- Experience working as part of a team
- Experience of working in the NHS or a similar environment with day-to-day contact with both professionals and members of the general public
Desirable
- Experience of working in a mental health setting such as CAMHS or EDS
- Experience in processing complex referrals
Skills and Knowledge
Essential
- A comprehensive working knowledge of the use of Microsoft Office software - Word, Excel, Outlook Diary, with the ability to create and manage Excel spreadsheets
- Effective Communication skills
- Digital Intelligence
- Multi-tasking and Time management
- Able to take and summarise minutes
- Good organisational skills and ability to work on own initiative
- Teamwork
Desirable
- Knowledge of medical terminology
- Ability to develop and implement systems and processes to increase service efficiency
- Awareness and knowledge of Health and Safety regulations
- Knowledge of GDPR, Data Protection Act, Confidentiality
Attitude, Aptitude, and Personal
Essential
- Able to treat service users with respect and dignity at all times, with a culturally sensitive approach
Characteristics
Essential
- An enthusiastic, flexible, and confident approach to working
- Able to work on own initiative and as part of a team
- Able to maintain professionalism in an often emotionally challenging environment
Other
Essential
- Sickness (or attendance) record that is acceptable to the Trust
- The post holder must have the ability to understand, implement, and promote the Equal Opportunities Policy at a level appropriate to the job
- Understands and can apply confidentiality and information sharing policy and procedure
Person Specification
Education and Qualifications
Essential
- GCSE Maths & English (Grade C or above) or equivalent
Desirable
- Educated to Diploma level or NVQ Level 3
- oAdministration and IT Skills Qualifications
Experience
Essential
- Demonstrable previous administrative experience
- Experience working as part of a team
- Experience of working in the NHS or a similar environment with day-to-day contact with both professionals and members of the general public
Desirable
- Experience of working in a mental health setting such as CAMHS or EDS
- Experience in processing complex referrals
Skills and Knowledge
Essential
- A comprehensive working knowledge of the use of Microsoft Office software - Word, Excel, Outlook Diary, with the ability to create and manage Excel spreadsheets
- Effective Communication skills
- Digital Intelligence
- Multi-tasking and Time management
- Able to take and summarise minutes
- Good organisational skills and ability to work on own initiative
- Teamwork
Desirable
- Knowledge of medical terminology
- Ability to develop and implement systems and processes to increase service efficiency
- Awareness and knowledge of Health and Safety regulations
- Knowledge of GDPR, Data Protection Act, Confidentiality
Attitude, Aptitude, and Personal
Essential
- Able to treat service users with respect and dignity at all times, with a culturally sensitive approach
Characteristics
Essential
- An enthusiastic, flexible, and confident approach to working
- Able to work on own initiative and as part of a team
- Able to maintain professionalism in an often emotionally challenging environment
Other
Essential
- Sickness (or attendance) record that is acceptable to the Trust
- The post holder must have the ability to understand, implement, and promote the Equal Opportunities Policy at a level appropriate to the job
- Understands and can apply confidentiality and information sharing policy and procedure
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).
