Job summary
Job Purpose:
This is a full-time post, 9:00 to 17:00, Monday to Friday providing administrative support to the CAMHS Getting Advice, our evolving 'Front door' team, receiving and processing referrals into the service and supporting the clinical team in their work with young people.
We are seeking to recruit a highly motivated, reliable and experienced Band 3 Administrator to join our growing, dynamic and friendly team.
As one of the administrators in a busy team, you will need to have excellent communication skills and a wide range of administrative skills.
The role will involve routine and non-routine tasks, including telephone call handling, communication with a wide range of people, including services users, carers, GPs and other clinical staff; typing patient related correspondence/emails; booking and re-arranging appointments; inputting accurate and up to date patient data on electronic patient system; arranging, attending and taking minutes of meetings, creating and sending client letters on behalf of clinicians.
There are a wide range of electronic systems used with AWP so an aptitude for processes would an advantage.
The post holder will be able to work to high standards and to provide cover for colleagues when and where necessary.
They will need to be ableto work within a team collaboratively and effectively and share work streams where appropriate.
Main duties of the job
Working under the supervision of the lead administrator, the successful candidate will join the existing admin team which consists of 1 x Band 4 lead administrator and 2 x Band 3 administrators.
The successful candidate will be able to work in a dynamic environment, and will have good communication skills and able to use MS office packages with ease.
A calm, approachable manner is expected as many service users contact the office, some of these calls can be challenging due to ongoing mental health issues.
The successful candidate will be managing clinician's diaries, booking appointments and answering phones.
The post holder will process all the referrals into the CAMHS service, be a point of contact for enquiries from Service users and their families, health professionals, education, social care and police.
The successful candidate will have the ability to work as part of the team in order to deliver high quality customer service, display excellent communication skills, and an understanding of delivering healthcare services.
They will need to demonstrate commitment to care quality and performance delivery.
They have to be a flexible team player with the ability to problem solve and work independently.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Foundation 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 some parts of Dorset.
Our outstanding people promote mental health and well-being. 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 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
Generic Job Responsibilities
To provide comprehensive administration and secretarial support to the Team in a wide range of different tasks.
To receive and process all referrals into the service.
To prepare and send to clinicians the Triage list for the following day.
To receive and process the outcomes after Triage.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public and updating of patient notes. This may include highly sensitive information.
T work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
To receive and open external and internal mail (paper and electronic as necessary) and process/distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
To manage telephone contact with distressed service users in a supportive and empathetic manner.
To exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, etc. Escalating issues to the Lead Clinical Services Administrator as appropriate.
To arrange meetings and appointments for clinicians, negotiating diary conflicts and competing priorities as appropriate.
To type patient correspondence/e-mails as required and input accurate and up to date patient data onto the IAPTUS system.
To support the induction of new staff members as required.
To produce confidential correspondence on a frequent basis.
To maintain efficient and effective electronic filing system, Internet, Intranet, patient records to access and extract information as needed.
To take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
To provide cover for colleagues when and where necessary.
To plans own workload to ensure that daily tasks are met.
To prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.
To 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.
Being the first point of contact for enquiries including telephone calls, enquiries etc.
Exchange verbal and written information with patients, staff and carers relating to appointments, and meetings etc.
Other tasks which are commensurate with the broad purpose and banding of the post.
Job description
Job responsibilities
Generic Job Responsibilities
To provide comprehensive administration and secretarial support to the Team in a wide range of different tasks.
To receive and process all referrals into the service.
To prepare and send to clinicians the Triage list for the following day.
To receive and process the outcomes after Triage.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public and updating of patient notes. This may include highly sensitive information.
T work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
To receive and open external and internal mail (paper and electronic as necessary) and process/distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
To manage telephone contact with distressed service users in a supportive and empathetic manner.
To exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, etc. Escalating issues to the Lead Clinical Services Administrator as appropriate.
To arrange meetings and appointments for clinicians, negotiating diary conflicts and competing priorities as appropriate.
To type patient correspondence/e-mails as required and input accurate and up to date patient data onto the IAPTUS system.
To support the induction of new staff members as required.
To produce confidential correspondence on a frequent basis.
To maintain efficient and effective electronic filing system, Internet, Intranet, patient records to access and extract information as needed.
To take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
To provide cover for colleagues when and where necessary.
To plans own workload to ensure that daily tasks are met.
To prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.
To 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.
Being the first point of contact for enquiries including telephone calls, enquiries etc.
Exchange verbal and written information with patients, staff and carers relating to appointments, and meetings etc.
Other tasks which are commensurate with the broad purpose and banding of the post.
Person Specification
Qualifications
Essential
- Sound qualifications in English Language and Maths
Desirable
- ECDL/Diploma in Admin/NVQ qualifications (or equivalent) advantageous
Experience
Essential
- Experience of administrative systems and procedures
- Experience of working within a team
- Experience of using Microsoft Office Packages e.g. Word, Excel, Outlook, etc
Desirable
- Experience in Health Care administration
Skills
Essential
- Good communication skills both verbal (on the phone and face to face) and written
- Ability to work under pressure
- A good understanding of confidentiality and and data protection
- Flexibility
Desirable
Person Specification
Qualifications
Essential
- Sound qualifications in English Language and Maths
Desirable
- ECDL/Diploma in Admin/NVQ qualifications (or equivalent) advantageous
Experience
Essential
- Experience of administrative systems and procedures
- Experience of working within a team
- Experience of using Microsoft Office Packages e.g. Word, Excel, Outlook, etc
Desirable
- Experience in Health Care administration
Skills
Essential
- Good communication skills both verbal (on the phone and face to face) and written
- Ability to work under pressure
- A good understanding of confidentiality and and data protection
- Flexibility
Desirable
Additional information
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).
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