Job summary
The Wiltshire Talking Therapies service offers psychological therapy and support to residents of Wiltshire who may be experiencing common mental health conditions such as depression, anxiety and phobias etc.
This post offers an excellent opportunity for an enthusiastic, organised Administrator who is competent with IT systems, a confident communicator and is keen to become an integral part of our fast paced friendly team. You will be committed to providing excellent administrative support to the Talking Therapies team to ensure the smooth running of this important service. You will be provided with regular opportunities for supervision and training.
The successful applicant will be based at Green Lane Hospital. This is in a beautiful setting on the outskirts of the market town of Devizes. Free parking is available on site.
We are a friendly and supportive team with a strong focus on staff wellbeing. We often run fun activities such as a recent walking challenge, quizzes and a creativity competition along with social activities.
Main duties of the job
You will be the first point of contact for clients who self-refer into the service which is by both telephone and online. The role involves managing appointments to include recording of details on the electronic patient management system (IAPTus). The role also involves managing elements of administration and data for the team including collating appointment letters and ensuring that they are sent out in a timely manner, responding to emails, voicemails and telephone enquiries and carrying out other general office tasks.
In this role you will require excellent communication and IT skills as well as having an exemplary telephone manner. You also need to be an excellent team player with the initiative to work on your own and the ability to prioritise. Strong personal resilience is essential.
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
Wiltshire Talking Therapies is a supportive and friendly team and full training and support is readily available, however in applying for this role you should be confident that you possess strong personal resilience. This is due to the nature and volume of calls received, there is an element of pressure as well as occasionally some difficult conversations.
Liaise with a wide range of stakeholders, both internal to the organisation and external, including: Therapy Staff. Services Users and Carers. Health and Social Care teams. Third sector/voluntary agencies.
Utilise written and verbal communication skills to connect with a wide range of people, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
Exchange verbal and written information with patients, staff and carers relating to appointments.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
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 diary appointments, escalating issues to the Lead Clinical Services Administrator as appropriate.
Arrange meetings and appointments for members of the team including the scheduling of room bookings.
Type patient reports/correspondence/e-mails as required.
Input accurate and up to date patient data onto the IAPTus system.
Order stationery and other necessary items for the team via the procurement system. May be responsible for petty cash.
Supporting the induction of new staff members as required.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
Provide cover for colleagues when and where necessary.
Plan 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
Wiltshire Talking Therapies is a supportive and friendly team and full training and support is readily available, however in applying for this role you should be confident that you possess strong personal resilience. This is due to the nature and volume of calls received, there is an element of pressure as well as occasionally some difficult conversations.
Liaise with a wide range of stakeholders, both internal to the organisation and external, including: Therapy Staff. Services Users and Carers. Health and Social Care teams. Third sector/voluntary agencies.
Utilise written and verbal communication skills to connect with a wide range of people, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
Exchange verbal and written information with patients, staff and carers relating to appointments.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
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 diary appointments, escalating issues to the Lead Clinical Services Administrator as appropriate.
Arrange meetings and appointments for members of the team including the scheduling of room bookings.
Type patient reports/correspondence/e-mails as required.
Input accurate and up to date patient data onto the IAPTus system.
Order stationery and other necessary items for the team via the procurement system. May be responsible for petty cash.
Supporting the induction of new staff members as required.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
Provide cover for colleagues when and where necessary.
Plan 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
Education
Essential
- NVQ3/QCF in administration or equivalent level of knowledge and experience
Experience
Essential
- Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
- Experience of working as part of an admin team
- Ability to work under some pressure
- Experience of handling high volumes of telephone calls
Desirable
- Administration experience in a health/social care setting
Other
Essential
- Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.
Skills
Essential
- Excellent communication skills, both verbal and written
- Ability to work without direct supervision
- Plan and prioritise own workload
Person Specification
Education
Essential
- NVQ3/QCF in administration or equivalent level of knowledge and experience
Experience
Essential
- Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
- Experience of working as part of an admin team
- Ability to work under some pressure
- Experience of handling high volumes of telephone calls
Desirable
- Administration experience in a health/social care setting
Other
Essential
- Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.
Skills
Essential
- Excellent communication skills, both verbal and written
- Ability to work without direct supervision
- Plan and prioritise own workload
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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