Job summary
An exciting opportunity has arisen as we are looking to recruit an enthusiastic, experienced and proficient team administrator.
Post holders will offer exceptional customer service while managing the appointment bookings, clinics outpatient calendars and secretarial support for the clinics.
The successful applicants will possess robust organisational skills, excellent communication and interpersonal skills and will also be able to demonstrate a sound knowledge of Microsoft Office programmes including Teams, Outlook, Word and Excel. The post holders will be comfortable with IT and be keen to learn new software packages and processes.These are challenging roles working within an extremely busy office and it is therefore important that you are enthusiastic, motivated and able to work under pressure. You must be able to demonstrate the ability to work independently and as part of a team.
Main duties of the job
The post-holders will be responsible for providing :
- Effective clinic management, ensuring clinics are booked and helping to ensure a positive experience for patients.
- A Positive image of the Trust's outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders; demonstrating a commitment to putting patient care first.
- Ensuring a high standards of data entry and quality is achieved and sustained across all services, in both paper and electronic record-keeping
- To work as part of a large administration team and provide cross-cover as and when required.
About us
The adult Attention Deficit Hyperactivity Disorder (ADHD) and Autism Spectrum Disorder (ASD) clinics are made up of:
- National adult ADHD & ASD Outpatient Clinic
- National adult ADHD & ASD Psychology Service
- The 3 borough adult ADHD and ASD Outpatient clinic (service Lambeth, Lewisham and Croydon)
- The Transforming Care Autism (TCA) (Lambeth, Lewisham and Southwark).
The clinics offer diagnostic assessments, medication for ADHD symptoms, post diagnostic support, as well as training and consultation to other mental health services to support colleagues to provide support to people with ADHD and/or ASD on their caseloads. Clients may also have a comorbid mental health condition, such as anxiety, depression, obsessive compulsive disorder or interpersonal/relationship difficulties.
The administration team supports all the clinics which are made up of Consultant Psychiatrists, Psychologists, Nurses, Neurodevelopmental Specialists, CBT Therapists and Assistant psychologists.
There are strong links with the Institute of Psychiatry, Psychology & Neurosciences (IoPPN), and there are opportunities to contribute to teaching, research and service evaluation.
Job description
Job responsibilities
Key Responsibilities:
Clinic Management:
- To provide an excellent standard of customer care and administration support being a first point of contact to patients, family/carers and other stakeholders.
- To use a variety of systems to monitor clinics and clinician availability. To include complex diary management using Microsoft Outlook; the Trust Epjs electronic database; Microsoft Excel and Teams.
- To ensure the Trust minimum data set is recorded for each patient and record the data accurately on the Trusts electronic system.
- To ensure all patient details are updated accordingly on their electronic record when booking appointments or answering their queries via telephone.
- To book and reschedule appointments as required including the booking of appointments for diagnostic purposes and to ensure follow-up appointments are booked in line with treatment protocols.
- To provide the patient with up-to-date information relating to waiting times in clinics.
- To ensure all appointment cancellations and alterations are correctly recorded and to highlight any issues to the Senior Team Administrator.
- To ensure that appointment letters and assessment reports are sent via email or post and that the appropriate information leaflets are enclosed.
- To observe and maintain strict confidentiality of personal information relating to both patients and staff.
- To respond to appointment requests and other queries via emails from clinicians, senior administrator and business managers promptly.
Administration duties
- To provide a professional and confidential administration service, to include preparing correspondence; photocopying; scanning; dealing with post; managing the services email hub.
- Ability to work in an unpredictable pattern, dealing with frequent interruptions.
- To respond to telephone enquiries from patients, carers/family and staff promptly and in a courteous and professional way, re-routing calls as appropriate. Taking clear, concise messages and dealing with general enquiries, where appropriate.
- To organise the booking of interpreters and translation of correspondence, where appropriate.
- To act independently to ensure daily tasks and on-going workloads are prioritised and completed within agreed timescales. Manage multiple tasks within the working day whilst maintaining quality standards.
- Participate in the induction and training of new members of staff with the team, sharing knowledge and expertise of the administration process, functions and speciality specific knowledge.
- To contribute in the compliance of Health & Safety requirements as requested by management.
Service Requirements
- Participate in the rota system to provide cross-cover for other members of staff within the team to ensure consistent and effective service is maintained during periods of annual leave or sickness.
- To attend and actively participate in, administration team meetings to assist in the implementation and continual review of systems to ensure good practice.
- To assist in service user feedback.
- May be required to work outside of core hours, in line with service need.
Personal Development
- To participate in development and training identified through the appraisal and supervision process.
- To attend and participate in all identified mandatory training.
Job description
Job responsibilities
Key Responsibilities:
Clinic Management:
- To provide an excellent standard of customer care and administration support being a first point of contact to patients, family/carers and other stakeholders.
- To use a variety of systems to monitor clinics and clinician availability. To include complex diary management using Microsoft Outlook; the Trust Epjs electronic database; Microsoft Excel and Teams.
- To ensure the Trust minimum data set is recorded for each patient and record the data accurately on the Trusts electronic system.
- To ensure all patient details are updated accordingly on their electronic record when booking appointments or answering their queries via telephone.
- To book and reschedule appointments as required including the booking of appointments for diagnostic purposes and to ensure follow-up appointments are booked in line with treatment protocols.
- To provide the patient with up-to-date information relating to waiting times in clinics.
- To ensure all appointment cancellations and alterations are correctly recorded and to highlight any issues to the Senior Team Administrator.
- To ensure that appointment letters and assessment reports are sent via email or post and that the appropriate information leaflets are enclosed.
- To observe and maintain strict confidentiality of personal information relating to both patients and staff.
- To respond to appointment requests and other queries via emails from clinicians, senior administrator and business managers promptly.
Administration duties
- To provide a professional and confidential administration service, to include preparing correspondence; photocopying; scanning; dealing with post; managing the services email hub.
- Ability to work in an unpredictable pattern, dealing with frequent interruptions.
- To respond to telephone enquiries from patients, carers/family and staff promptly and in a courteous and professional way, re-routing calls as appropriate. Taking clear, concise messages and dealing with general enquiries, where appropriate.
- To organise the booking of interpreters and translation of correspondence, where appropriate.
- To act independently to ensure daily tasks and on-going workloads are prioritised and completed within agreed timescales. Manage multiple tasks within the working day whilst maintaining quality standards.
- Participate in the induction and training of new members of staff with the team, sharing knowledge and expertise of the administration process, functions and speciality specific knowledge.
- To contribute in the compliance of Health & Safety requirements as requested by management.
Service Requirements
- Participate in the rota system to provide cross-cover for other members of staff within the team to ensure consistent and effective service is maintained during periods of annual leave or sickness.
- To attend and actively participate in, administration team meetings to assist in the implementation and continual review of systems to ensure good practice.
- To assist in service user feedback.
- May be required to work outside of core hours, in line with service need.
Personal Development
- To participate in development and training identified through the appraisal and supervision process.
- To attend and participate in all identified mandatory training.
Person Specification
Essential
Essential
- Secretarial qualification or demonstrative experience
- Good standard of general education including English and Mathematics
- Good experience of using Microsoft 365; Microsoft Outlook and diary management
- Administrative experience in the NHS or other complex customer focused organisation
- Awareness and understanding or the importance of maintaining confidentiality and data protection procedures
- Excellent customer relation skills
- Excellent interpersonal, verbal and written communication skills
- Ability to use own initiative and work unsupervised
- Ability to work as part of a team
Desirable
- Experience of working in an NHS environment, ideally in a mental health setting
- An understanding of Electronic Patient Journey System, or other relevant NHS Trust electronic database
- Knowledge and understanding of mental health issues
Person Specification
Essential
Essential
- Secretarial qualification or demonstrative experience
- Good standard of general education including English and Mathematics
- Good experience of using Microsoft 365; Microsoft Outlook and diary management
- Administrative experience in the NHS or other complex customer focused organisation
- Awareness and understanding or the importance of maintaining confidentiality and data protection procedures
- Excellent customer relation skills
- Excellent interpersonal, verbal and written communication skills
- Ability to use own initiative and work unsupervised
- Ability to work as part of a team
Desirable
- Experience of working in an NHS environment, ideally in a mental health setting
- An understanding of Electronic Patient Journey System, or other relevant NHS Trust electronic database
- Knowledge and understanding of mental health issues
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).
Employer details
Employer name
South London and Maudsley NHS Foundation Trust
Address
Monks Orchard House, Bethlem Royal Hospital
Monks Orchard Road
Beckenham
BR3 3BX
Employer's website
https://www.slam.nhs.uk/ (Opens in a new tab)
