Job summary
CNWL is looking for an administrator to join our ADHD service. The post holder will provide a highly effective and competent level of administration support to the Adult ADHD Team, to enable the smooth running of the service.
The post holder will have excellent interpersonal skills and have the ability to communicate effectively. In addition, the post holder must possess good IT skills and be able to analyse and interpret data.
The post holder will work under own initiative with a flexible and adaptable approach to the job role in order to meet the changing service needs.
The post holder will work closely with other administrative staff, sharing work where necessary and providing cover for break and leave purposes.
Main duties of the job
To monitor the ADHD mailbox daily, responding to queries in a timely manner to clients and internal or external agencies in an appropriate and professional manner, using judgement and discretion where necessary and referring complex matters to relevant senior members of staff.
To register referrals accurately into the SystmOne, ensuring all patient and clinical details are complete. Manage all related correspondence, including communicating with patients, healthcare professionals, and administrative teams to confirm receipt and resolve any queries.
To handle patient appointments, ensuring smooth scheduling and communication. This includes booking, rescheduling, and cancelling appointments, as well as managing patient information and providing excellent customer service by sending out appointment letters and text reminders in timely manner.
Prepare and distribute documents such as letters, reports, and meeting minutes using Microsoft Office and SystmOne, ensuring they are forwarded to the correct recipient in line with policies and procedures.
Accurately input data on to information systems and scan documentation as required.
To attend mandatory training sessions and apply learning in accordance with the organisation's policies and procedures.
Regularly review administration processes, procedures and office systems to ensure effectiveness and efficiency.
About us
We are recognised locally, nationally and internationally for providing high quality, innovative healthcare. We aim to employ only the best people, and our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.
We offer a generous relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. See attached Staff Reward and Wellbeing Handbook detailing our benefits, discounts and wellbeing initiatives for staff.
Become part of our team. We care for you as much as you care for others.
Job description
Job responsibilities
Service Specific Main Duties
Referral & Letters Management
Use the SystmOne to input and update referral information promptly, ensuring all required data fields are completed accurately and compliance with data protection regulations and confidentiality requirements.
Check referrals against departmental guidelines to confirm eligibility, completeness, and appropriateness and add them into appropriate waiting list.
Liaise with clinical teams or referring practitioners to clarify any incomplete or unclear referral information, ensuring timely resolution to prevent delays in patient care.
Maintain detailed records of all referral activities within the system, enabling traceability and audit readiness.
Prepare and distribute documents by copy or audio typing using Microsoft office software and SystmOne (letters, psychiatric reports, discharge summaries, minutes of meetings etc) and forward to the appropriate recipient ensuring that all policies and procedures are adhered to.
Appointment Management
Organise patient appointments for varying times ensuring accuracy with the appointment booking and provide patients with letters/appointments cards as appropriate for their needs.
Send out appointment letters and text reminders in a timely manner, ensuring all details are accurate and clear.
In exceptional circumstances, cancel clinics ensuring patients appointments have been cancelled and re-booked.
Recognise and accurately resolve issues, queries and unexpected problems in a timely manner.
Respond to patient and other service user messages in a timely manner and record on SystmOne if necessary.
Discharge patients as requested, ensuring that SystmOne is updated, patient notes filed appropriately and discharge letters are sent to the GP.
Management of Resources/Supplies:
Implement local stationery and equipment ordering and stock control and to understand the purchasing processes for clinic. Have awareness of stock control and tackle any discrepancies or variances.
Be responsible for unpacking and storing of equipment supplies and maintaining tidiness and safety of storage areas.
Maintain equipment register ensuring removal and addition of equipment as appropriate and ensure all repairs/issues are reported appropriately.
Ensure up to date and accurate archiving of patient records in line with Trust and departmental protocols.
Service Improvement/Development
To organise, attend and contribute to the service meeting actioning any decisions made by the team as appropriate.
Undertake and log audit exercises as required e.g. the collating, checking and interpretation of statistical data where appropriate, and enter onto database.
To undertake project work as requested.
To comment on and suggest improvements to policy, guidance, departmental procedures, systems and ways of working for improvement in service quality and delivery.
Make recommendations for service improvement changes within areas of key responsibility.
Estates and Facilities
To report accidents and incidents in accordance with the organisational policy and procedures.
Be responsible for the safe use of expensive or complex equipment including:
IT Equipment Telephone
Photocopier
Shredder Laminator
Answerphone
Job description
Job responsibilities
Service Specific Main Duties
Referral & Letters Management
Use the SystmOne to input and update referral information promptly, ensuring all required data fields are completed accurately and compliance with data protection regulations and confidentiality requirements.
Check referrals against departmental guidelines to confirm eligibility, completeness, and appropriateness and add them into appropriate waiting list.
Liaise with clinical teams or referring practitioners to clarify any incomplete or unclear referral information, ensuring timely resolution to prevent delays in patient care.
Maintain detailed records of all referral activities within the system, enabling traceability and audit readiness.
Prepare and distribute documents by copy or audio typing using Microsoft office software and SystmOne (letters, psychiatric reports, discharge summaries, minutes of meetings etc) and forward to the appropriate recipient ensuring that all policies and procedures are adhered to.
Appointment Management
Organise patient appointments for varying times ensuring accuracy with the appointment booking and provide patients with letters/appointments cards as appropriate for their needs.
Send out appointment letters and text reminders in a timely manner, ensuring all details are accurate and clear.
In exceptional circumstances, cancel clinics ensuring patients appointments have been cancelled and re-booked.
Recognise and accurately resolve issues, queries and unexpected problems in a timely manner.
Respond to patient and other service user messages in a timely manner and record on SystmOne if necessary.
Discharge patients as requested, ensuring that SystmOne is updated, patient notes filed appropriately and discharge letters are sent to the GP.
Management of Resources/Supplies:
Implement local stationery and equipment ordering and stock control and to understand the purchasing processes for clinic. Have awareness of stock control and tackle any discrepancies or variances.
Be responsible for unpacking and storing of equipment supplies and maintaining tidiness and safety of storage areas.
Maintain equipment register ensuring removal and addition of equipment as appropriate and ensure all repairs/issues are reported appropriately.
Ensure up to date and accurate archiving of patient records in line with Trust and departmental protocols.
Service Improvement/Development
To organise, attend and contribute to the service meeting actioning any decisions made by the team as appropriate.
Undertake and log audit exercises as required e.g. the collating, checking and interpretation of statistical data where appropriate, and enter onto database.
To undertake project work as requested.
To comment on and suggest improvements to policy, guidance, departmental procedures, systems and ways of working for improvement in service quality and delivery.
Make recommendations for service improvement changes within areas of key responsibility.
Estates and Facilities
To report accidents and incidents in accordance with the organisational policy and procedures.
Be responsible for the safe use of expensive or complex equipment including:
IT Equipment Telephone
Photocopier
Shredder Laminator
Answerphone
Person Specification
Qualifications
Essential
- GCSE or equivalent qualification / relevant experience
- NVQ Level 2, RSA Level 2 or equivalent qualification
Desirable
- ECDL
- Experience of a multi-user database
- NVQ in customer Care
Skills and knowledge
Essential
- Keyboard Skills
- Experience in IT applications, inc: word, excel
- Evidence of good interpersonal and organisational skills
- Excellent verbal and written communication skills
- Ability to work under pressure/stress and prioritise
- Administration and organisational skills
- Able to work as an effective team member
Previous Experience
Essential
- Previous administrative/secretarial/customer care experience
Desirable
- Experience in N.H.S, Primary Care or G.P`s surgery
- Experience in working with members of the public or in a public facing environment
Person Specification
Qualifications
Essential
- GCSE or equivalent qualification / relevant experience
- NVQ Level 2, RSA Level 2 or equivalent qualification
Desirable
- ECDL
- Experience of a multi-user database
- NVQ in customer Care
Skills and knowledge
Essential
- Keyboard Skills
- Experience in IT applications, inc: word, excel
- Evidence of good interpersonal and organisational skills
- Excellent verbal and written communication skills
- Ability to work under pressure/stress and prioritise
- Administration and organisational skills
- Able to work as an effective team member
Previous Experience
Essential
- Previous administrative/secretarial/customer care experience
Desirable
- Experience in N.H.S, Primary Care or G.P`s surgery
- Experience in working with members of the public or in a public facing environment
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).
