Job summary
We are looking for an experienced administrator to become part of the Swindon Talking Therapies Administration Team on a fixed term contract running until 31st March 2025. We are a friendly team and we are looking for someone who enjoys keeping busy, and is able to work well within a small team in a shared office space. Working Monday to Friday, 9 to 5, from our base in Old Town Surgery, Swindon. There will be occasions where you will be required to provide cover and work across the BaNES and Wiltshire services, this will be remote working from Swindon.
As well as being an excellent team player with the ability to prioritise, you should have a good understanding of information governance. Strong personal resilience is essential.
This role involves administration duties as well as telephone based work and therefore the post holder needs to have excellent telephone skills. Reception cover will also be required as part of this role.
Main duties of the job
You will be the first point of contact for clients who self refer into the service, which is done mainly by telephone. Additionally, part of the role is having the ability to maintain an accurate appointment system for all practitioners within the Talking Therapies Team. The role requires an eye for detail and high level of accuracy.
You will be collating appointment letters and ensuring that they are sent out in a timely fashion.
There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills. You will possess excellent working knowledge of all Microsoft Office systems including Outlook, Word and Excel.
The post holder will be able to work to high standards and will be required to take personal details from people and upload onto the electronic patient record system IAPTUS.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust): a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job description
Job responsibilities
Liaise with a wide range of stakeholders, both internal to the organisation and external, including: Medical Staff. Multidisciplinary Teams (Community or Inpatient). Services Users and Carers. Health and Social Care teams. Third sector/voluntary agencies. Community groups and local authority provision. Other statutory agencies e.g. Police, Ministry of Justice etc.
Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
Negotiating diary conflicts and competing priorities as appropriate.
Exchange verbal and written information with patients, staff and carers relating to appointments and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may includesensitive information.
The provision of and updating of patient notes, collation of information.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
Facilitating the administration processes for the Team meeting.
To receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
To manage both telephone and face to face contacts with distressed service users in a supportive and empathetic manner.
Exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diaryappointments or schedules, clinics, meetings, tribunals etc. Escalating issues to the Lead Clinical Services Administrator as appropriate.
Arranging and rearranging as appropriate clinics, appointments etc
The post holder will order stationery and other necessary items for the team via the procurement system. May be responsible for petty cashfloat/handling.
Supporting the induction of new staff members as required.
Produce confidential correspondence and reports on a frequent basis.
Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards.
Provide cover for colleagues when and where necessary.
Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.
Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.
Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or carers.
Job description
Job responsibilities
Liaise with a wide range of stakeholders, both internal to the organisation and external, including: Medical Staff. Multidisciplinary Teams (Community or Inpatient). Services Users and Carers. Health and Social Care teams. Third sector/voluntary agencies. Community groups and local authority provision. Other statutory agencies e.g. Police, Ministry of Justice etc.
Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
Negotiating diary conflicts and competing priorities as appropriate.
Exchange verbal and written information with patients, staff and carers relating to appointments and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may includesensitive information.
The provision of and updating of patient notes, collation of information.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
Facilitating the administration processes for the Team meeting.
To receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
To manage both telephone and face to face contacts with distressed service users in a supportive and empathetic manner.
Exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diaryappointments or schedules, clinics, meetings, tribunals etc. Escalating issues to the Lead Clinical Services Administrator as appropriate.
Arranging and rearranging as appropriate clinics, appointments etc
The post holder will order stationery and other necessary items for the team via the procurement system. May be responsible for petty cashfloat/handling.
Supporting the induction of new staff members as required.
Produce confidential correspondence and reports on a frequent basis.
Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards.
Provide cover for colleagues when and where necessary.
Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.
Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.
Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or carers.
Person Specification
Experience/Skills
Essential
- Empathy for individuals who have experienced mental health problems and the ability to cope with behaviour which may be challenging at times
- Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
- Experience of working well as part of a team and with consideration to colleagues.
- Ability to work under some pressure
- Good IT skills - Word, Excel, internet and typing
- Able to work productively and accurately without direct supervision
Desirable
- Interest in mental health services
- Experience of working in a health/social care setting
Person Specification
Experience/Skills
Essential
- Empathy for individuals who have experienced mental health problems and the ability to cope with behaviour which may be challenging at times
- Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
- Experience of working well as part of a team and with consideration to colleagues.
- Ability to work under some pressure
- Good IT skills - Word, Excel, internet and typing
- Able to work productively and accurately without direct supervision
Desirable
- Interest in mental health services
- Experience of working in a health/social care setting
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.
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