Job summary
We are looking for an experienced administrator to become part of the Swindon Talking Therapies Administration Team.
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 hours are 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. The post is office based, but there may be some opportunity for working from home.
There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills and able to use initiative within the team setting. You should have good working knowledge of all Microsoft Office systems including Outlook and Excel.As well as being an excellent team player with good communication skills and the ability to prioritise, you should have a good understanding of information governance. Strong personal resilience is essential as well as an eye for detail and high level of accuracy.
Main duties of the job
This role involves telephone based work and therefore the post holder needs to have excellent telephone and English language skills.
Be first point of contact for clients accessing the service via telephone and online form.
General reception duties.
Take and record accurate patient information with an eye for detail.
Obtain patient information from the data base, and work with that data via Excel.
Book and re-arrange appointments.
Manage electronic bookings.
Monitor and action the service mailbox.
Collate clinical letters and manage post in and out of the service.
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.
- Manage waiting lists, book appointments as space becomes available, send electronic booking links.
- Process online self-referrals and send electronic booking links.
- Negotiate diary conflicts and competing priorities.
- 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 will include sensitive information.
- The provision of and updating of patient notes, collation of information.
- Maintain an accurate appointment system for all practitioners within the Talking Therapies Team.
- Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
- Facilitate the administration processes for the Team meeting.
- Receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
- Manage both telephone and face to face contacts with distressed service users in a supportive and empathic manner.
- Exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, tribunals etc.
- Escalate issues to the Lead Clinical Services Administrator as appropriate.
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.
- Manage waiting lists, book appointments as space becomes available, send electronic booking links.
- Process online self-referrals and send electronic booking links.
- Negotiate diary conflicts and competing priorities.
- 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 will include sensitive information.
- The provision of and updating of patient notes, collation of information.
- Maintain an accurate appointment system for all practitioners within the Talking Therapies Team.
- Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
- Facilitate the administration processes for the Team meeting.
- Receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
- Manage both telephone and face to face contacts with distressed service users in a supportive and empathic manner.
- Exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, tribunals etc.
- Escalate issues to the Lead Clinical Services Administrator as appropriate.
Person Specification
Qualifications
Essential
- NVQ 3 in Business Administration or similar relevant qualification or equivalent competence acquired by experience
Experience
Essential
- Experience of working in a small team, forming close working relationships and sharing the workload.
- Experience of completing tasks within a small team where priorities frequently change.
- Experience of administration in a fast paced clinical setting.
- Experience of administrative systems and office procedures.
Desirable
- Knowledge of clinical systems and processes
Skills and Abilities
Essential
- Good IT Skills - competent in Word, Excel, Powerpoint. Dexterity co-ordination for keyboard skills or equivalent.
- Excellent English language skills, both verbal and written.
- Ability to work under pressure, using own initiative, whilst maintaining team objectives.
- Good understanding of confidentiality and information governance.
- Ability to work under some pressure
- Ability to work without direct supervision.
- Plan and prioritise own workload.
Desirable
Other Requirements
Essential
- Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.
Desirable
- Interest in mental health services
Person Specification
Qualifications
Essential
- NVQ 3 in Business Administration or similar relevant qualification or equivalent competence acquired by experience
Experience
Essential
- Experience of working in a small team, forming close working relationships and sharing the workload.
- Experience of completing tasks within a small team where priorities frequently change.
- Experience of administration in a fast paced clinical setting.
- Experience of administrative systems and office procedures.
Desirable
- Knowledge of clinical systems and processes
Skills and Abilities
Essential
- Good IT Skills - competent in Word, Excel, Powerpoint. Dexterity co-ordination for keyboard skills or equivalent.
- Excellent English language skills, both verbal and written.
- Ability to work under pressure, using own initiative, whilst maintaining team objectives.
- Good understanding of confidentiality and information governance.
- Ability to work under some pressure
- Ability to work without direct supervision.
- Plan and prioritise own workload.
Desirable
Other Requirements
Essential
- Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.
Desirable
- Interest in mental health services
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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