Service Administrator

Job description

Job responsibilities

Job Title: Service Administrator

Grade: AfC Band 4

Hours: 37.5 per week

Department: Neuropsychiatry Outpatient Service

Location: Maudsley Hospital

Reports to: Contracts & Admin Support Manager

The post-holder will be responsible for the provision of a high quality administrative service to the multidisciplinary team.

The post holder will need to be able to prioritise their workload and use their own initiative when dealing with queries from health care professionals and members of the public, promoting the professional and caring image of the service.

The candidate will need to have the capability to work under their own initiative and also enjoy working as part of a team. They should possess good communication, interpersonal and organisational skills, with a flexible approach to work.

They will provide a professional service for our service users, supporting clinicians in their day-to-day work. The post holder will ensure service users are registered onto the Trusts electronic patient journey system and that appointments are organised and communicated to the service user. The post holder will be dealing with all post into and out of the department and ensure paperwork is scanned and recorded promptly.

Above all we are looking for a keen and enthusiastic individual who can show determination and commitment in the role.

Communications and Working Relationships:

Multidisciplinary Team - Daily

Administration Manager - Daily

Service users/families/Carers - Daily

GPs/Primary Care Services - Daily

Clinical Service Manager - As required

Key Responsibilities:

1) To be able to format using Word letters, reports and discharge summaries.

2) To deal professionally with queries from visitors and telephone callers, ensuring messages are delivered accurately and efficiently. Resolve local issues and use initiative to take follow-up action when appropriate.

3) To provide administrative support to members of the Neuropsychiatry team. This will include using the digital dictation service to access clinicians completed letters which may require formatting prior to being sent out. This must be completed within specified timeframes.

4) Be the point of contact for appointments in the Neuropsychiatry Outpatient Service, maintain a record of those who have attended or missed appointments. Ensuring all clinics remain fully booked ahead of time, meeting service targets. To ensure the timely recording, updating and accuracy of clinical activity entered onto the Trusts database and that quality standards are achieved for all service user records.

5) Process referrals on receipt ensuring they are checked in SPINE and put onto the Trusts system on the day of arrival.

6) Booking service user transport when necessary, ensuring proof of income is provided for the reimbursement of travelling expenses.

7) Responsible for health & safety issues within the department by ensuring bi-monthly environment checks are completed and registered and the Fire Warden checks are conducted monthly. To report any issues to Estates & Facilities via their online system.

8) To deal with deliveries to the team and to ensure such deliveries are signed for by the appropriate member of staff. Process orders for stationery and equipment as required from electronic procurement system with authorisation from a senior colleague.

9) To undertake training and development in line with the responsibilities of the post and ensure mandatory training is completed and updated on time. To participate in supervision and appraisal meetings.

10) To work in a flexible and open manner in line with the needs of the service. To be conscientious, self-motivated and punctual with the ability to work to deadlines.

11) To provide professional line management to Assistant Service Administrator (Band 2/3)

PERSON SPECIFICATION

Verified at interview (I), by application form (A) or by a test (T)

Qualifications

Essential criteria

Good general education (minimum GCSE Maths and English grade A-C) (A)

Desirable criteria

Level 2 qualification in admin eg: Business Administration NVQ 2 or RSA 2 in relevant administrative subject (A)

Experience

Essential criteria

Experience in a customer facing environment, with good communication skills (verbal and written) and experience of dealing tactfully with people at all levels (A) (I)

Previous administrative experience (A)

Desirable criteria

Experience of using Electronic Patient Journey System (epjs) (A) (I)

Experience of working in an NHS environment (A)

Experience of communicating with clients with cognitive or communication difficulties (A/I)

Knowledge and skills

Essential criteria

Demonstrates a clear understanding of the principles of confidentiality (A) (I)

Excellent communication skills, including a good standard of written documentation. (A/I)

Excellent IT skills (A) (I) (T)

Ability to prioritise and meet deadlines (A) (I)

Attention to detail (A) (I)

Able to be guided by policies and procedures (A/I)

Desirable criteria

Knowledge and understanding of mental health issues (A) (I)

Awareness of relevant services/resources (A/I)

Attitude and approach

Essential criteria

Ability to demonstrate a non-judgemental and professional attitude (I)

A proactive commitment to undertake continuing professional development (A/I)

Ability to use initiative and know when this is appropriate and when advice should be sought (A) (I)

Ability to be calm and professional when working under pressure (A) (I)

Flexible and adaptable to change (A) (I)

Ability to work as a member of a team (A/I)

Willingness to learn new skills (A) (I)

Desirable criteria

An understanding of the importance of supervision (I)

An interest in mental health, functional neurological disorders (FND) and neuropsychiatry (A/I)

Facts and Figures:

The South London & Maudsley NHS Foundation Trust provides a full range of mental health services to people of Southwark, Lewisham, Lambeth and Croydon as well as substance misuse services for people in Bexley, Greenwich and Bromley. The Trust provides specialist services to people from across the UK. It has approximately 4,800 staff and a budget of £220 million.

The Neuropsychiatry services within SLaM are spread across Maudsley, Bethlem Royal and Kings College Hospitals and can see patients from anywhere in the United Kingdom. Our services provide specialist assessment, investigation and treatment to a diverse range of patients. This includes adults with an acquired brain injury, including traumatic and anoxic brain injuries, and Functional Neurological Disorder (FND). Our patients may have a number of physical conditions which impact on their physical functioning and communication. This requires a high standard of care and attention to both their physical and psychological needs.

The aims of the service are for the patients to feel more in control of their symptoms and recovery, and to become more knowledgeable about how the mind and body work together to create the symptoms of FND. Additionally, the service aims for patients to be more confident about how to use the physical and mental strategies to tackle some of the difficulties caused by FND.

Person Specification

Qualifications

Essential

• Good general education (minimum GCSE Maths and English grade A-C)

Desirable

• Level 2 qualification in admin eg: Business Administration NVQ 2 or RSA 2 in relevant administrative subject

Experience

Essential

• Experience in a customer facing environment, with good communication skills (verbal and written) and experience of dealing tactfully with people at all levels
• Previous administrative experience

Desirable

• Experience of using Electronic Patient Journey System (epjs)
• Experience of working in an NHS environment
• Experience of communicating with clients with cognitive or communication difficulties

Knowledge / Skills

Essential

• Demonstrates a clear understanding of the principles of confidentiality
• Excellent communication skills, including a good standard of written documentation
• Excellent IT skills
• Ability to prioritise and meet deadlines
• Attention to detail
• Able to be guided by policies and procedures

Desirable

• Knowledge and understanding of mental health issues
• Awareness of relevant services/resources

Attitude / Approach

Essential

• Ability to demonstrate a non-judgemental and professional attitude
• Proactive commitment to undertake continuing professional development
• Ability to use initiative and know when this is appropriate and when advice should be sought
• Ability to be calm and professional when working under pressure
• Flexible and adaptable to change
• Ability to work as a member of a team
• Willingness to learn new skills

Desirable

• An understanding of the importance of supervision
• An interest in mental health, functional neurological disorders (FND) and neuropsychiatry

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.

Certificate of Sponsorship

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

Maudsley Hospital

Denmark Hill

London

SE5 8AZ

Employer's website

https://www.slam.nhs.uk/ (Opens in a new tab)