Job summary
An exciting opportunity has arisen for a
receptionist/administrator to provide reception cover for Community Mental
Health Services currently based at Weelsby View.
You will need
to be educated to GSCE level A-C in English and Mathematics and hold the
RSA/OCR 1 or equivalent in typing/word processing standard.
It is
essential that you have experience of working on a busy reception and have
excellent customer service skills. You
should have the ability to multi-task and the ability to work to processes and
set deadlines.
The role will
include answering telephone calls, meeting and greeting and other general
administrative duties such as scanning.
Main duties of the job
To provide reception cover which includes meeting and
greeting and answering telephones.
.
You will be responsible for maintaining up to date knowledge
on Navigo policies, processes and procedures and working within these at all times.
You will input information on our database and will be
responsible for room bookings, scanning and other general administrative
duties.
You will rotate weekly and either be based on our reception
where you will meet and greet members of the public. You will oversee voice mail messages,
scanning, prescriptions and a variety of other administrative tasks. When not based on the front reception you
will be answering incoming telephone calls, using SystmOne and transferring
calls to the relevant person/team
he post holder will be pivotal in ensuring delivery of an
excellent front of house reception/telephone service. The post-holder will assist in ensuring the
service experience is positive and service user confidentiality is maintained
at all time
About us
Hello!
We are Navigo. We look after North East Lincolnshire mental health and well-being. We are an award-winning social enterprise that
provides mental health services to the NHS and beyond.
The whole basis of our work is
to deliver services that we would be happy for our own family to use.
We offer a range of mental
health services, including acute and community facilities as well as specialist
support such as outstanding older adults inpatient services, rehabilitation
and recovery community mental health and an outstanding specialist eating
disorder facility.
Ranked as one of the top UK
companies to work for, we featured in the Best Companies top 100 large company
list and were named sixth best health and social care company 2023.
As a social enterprise, we do
things a little bit differently and have also developed income-generating commercially
viable businesses that provide training, education and employment opportunities
including Grimsby Garden Centre and two cafes.
Working at Navigo is not like
working anywhere else. Lots of places say that, but we really mean it.
We like to work with
forward-thinking people who want to make a difference.
Come join us!
Job description
Job responsibilities
MAIN DUTIES / RESPONSIBILITIES:
1. To meet and greet as the first point of face to face
contact for service users, families and visitors alerting arrival of same to
Team Members/Ward as appropriate.
2. To deal with telephone enquiries from Service Users
suffering with mental health illnesses using empathy, understanding,
initiative, tact and tenacity where appropriate ensuring accurate information
is forwarded appropriately in order for appropriate care and follow up to be
facilitated ensuring notification to relevant staff members of any concerns.
3. To liaise with a range of internal and external personnel
on a daily basis including Clinical Professionals, Service Users and their
Families/Carers, GP practices, Consultants, Hospital departments and Health and
Local Authority staff.
4. Ensure the maintenance of the In/Out Board and Signing
In/Out Visitors book taking responsibility of same in the case of fire drill or
actual emergency.
5. To act as central reporting and information point for
telephone/photocopier maintenance.
6. To act as central reporting of building faults as
required.
7. To take responsibility for processing and distribution of
incoming mail and be the central point for outgoing mail collection.
8. To provide administration/secretarial assistance including
typing, scanning and photocopying as directed by Administration Team Lead to
support the Administration team..
9. Work within the implemented Reception Administration
pathway checklist.
10. To understand the need for confidentiality ensuring
security of service user data in accordance with Navigo policy
11. Bring to the attention of senior staff members any
relevant concerns he-she considers may jeopardise service delivery and or care
provision.
12. To attend and participate in relevant Team Development
activities and team meetings including Administrative, Clinical and Business
Meetings.
13. To ensure health and safety procedures are adhered to and
actioned as necessary.
14. To maintain confidentiality at all times and to comply
with the Data Protection Act and Access to Health Records procedures.
15. To comply with Health and Safety Regulations and work
within the policy guidelines of Navigo.
16. To effectively manage compliance in mandatory training
within the guidelines of Navigo.
17. Maintain an up to date and proficient working knowledge
of Navigo policies, procedures and processes ensuring changes in process and
procedures are embedded in working practice.
18. Involvement as requested in new service initiatives and
participation in working groups as appropriate and to meet needs of service.
19. Provide administrative input and perspective to
developments within service as appropriate.
20. Any other reasonable duty in connection with the work of
the Team and as required by the organisation.
Job description
Job responsibilities
MAIN DUTIES / RESPONSIBILITIES:
1. To meet and greet as the first point of face to face
contact for service users, families and visitors alerting arrival of same to
Team Members/Ward as appropriate.
2. To deal with telephone enquiries from Service Users
suffering with mental health illnesses using empathy, understanding,
initiative, tact and tenacity where appropriate ensuring accurate information
is forwarded appropriately in order for appropriate care and follow up to be
facilitated ensuring notification to relevant staff members of any concerns.
3. To liaise with a range of internal and external personnel
on a daily basis including Clinical Professionals, Service Users and their
Families/Carers, GP practices, Consultants, Hospital departments and Health and
Local Authority staff.
4. Ensure the maintenance of the In/Out Board and Signing
In/Out Visitors book taking responsibility of same in the case of fire drill or
actual emergency.
5. To act as central reporting and information point for
telephone/photocopier maintenance.
6. To act as central reporting of building faults as
required.
7. To take responsibility for processing and distribution of
incoming mail and be the central point for outgoing mail collection.
8. To provide administration/secretarial assistance including
typing, scanning and photocopying as directed by Administration Team Lead to
support the Administration team..
9. Work within the implemented Reception Administration
pathway checklist.
10. To understand the need for confidentiality ensuring
security of service user data in accordance with Navigo policy
11. Bring to the attention of senior staff members any
relevant concerns he-she considers may jeopardise service delivery and or care
provision.
12. To attend and participate in relevant Team Development
activities and team meetings including Administrative, Clinical and Business
Meetings.
13. To ensure health and safety procedures are adhered to and
actioned as necessary.
14. To maintain confidentiality at all times and to comply
with the Data Protection Act and Access to Health Records procedures.
15. To comply with Health and Safety Regulations and work
within the policy guidelines of Navigo.
16. To effectively manage compliance in mandatory training
within the guidelines of Navigo.
17. Maintain an up to date and proficient working knowledge
of Navigo policies, procedures and processes ensuring changes in process and
procedures are embedded in working practice.
18. Involvement as requested in new service initiatives and
participation in working groups as appropriate and to meet needs of service.
19. Provide administrative input and perspective to
developments within service as appropriate.
20. Any other reasonable duty in connection with the work of
the Team and as required by the organisation.
Person Specification
Experience
Essential
- Experience of working in a busy office environment with the ability to multi-task
- Ability to work to processes and set deadlines
- Experience of working in a customer service environment
Desirable
- Ability to deal with stressful situations and clients
- Fire Warden trained or willing to work towards if required by area of service
- First Aid trained or willing to work towards if required by area of service
- Proof Reading trained or willing to work towards.
Skills & Attributes
Essential
- Excellent communication skills; articulate, legible and meaningful and able to adjust communication style and content to the audience (Experience/Ability to deal with telephone enquiries from other Agencies, Clients and related Mental Health professionals)
- Attention to detail and accuracy
- Active and effective team member, co-operating to work together and in conjunction with others and willing to help and assist wherever possible and appropriate.
- Adaptable and flexible in approach to working practice
- Ability to use own initiative
- Ability to work under pressure
- Able to develop, establish and maintain positive relationships with others both internal and external to the organisation
- Good IT skills
- Willingness to undertake further training as required
Desirable
- Knowledge of mental health services
- Knowledge of hospital administration systems
- Knowledge of medical terminology
Qualifications
Essential
- Educated to GCSE level grade A to C or equivalent including Mathematics and English Language
- RSA/OCR I Typing/Word Processing standard
Desirable
- Previous NHS secretarial/administrative experience/knowledge of hospital administration procedures
- Willingness to undertake training
- Experience of working in a team
Other requirements
Essential
- Understands the need for confidentiality
- Understands the need for liaison with service users and their families sensitively, warmly and with empathy
Person Specification
Experience
Essential
- Experience of working in a busy office environment with the ability to multi-task
- Ability to work to processes and set deadlines
- Experience of working in a customer service environment
Desirable
- Ability to deal with stressful situations and clients
- Fire Warden trained or willing to work towards if required by area of service
- First Aid trained or willing to work towards if required by area of service
- Proof Reading trained or willing to work towards.
Skills & Attributes
Essential
- Excellent communication skills; articulate, legible and meaningful and able to adjust communication style and content to the audience (Experience/Ability to deal with telephone enquiries from other Agencies, Clients and related Mental Health professionals)
- Attention to detail and accuracy
- Active and effective team member, co-operating to work together and in conjunction with others and willing to help and assist wherever possible and appropriate.
- Adaptable and flexible in approach to working practice
- Ability to use own initiative
- Ability to work under pressure
- Able to develop, establish and maintain positive relationships with others both internal and external to the organisation
- Good IT skills
- Willingness to undertake further training as required
Desirable
- Knowledge of mental health services
- Knowledge of hospital administration systems
- Knowledge of medical terminology
Qualifications
Essential
- Educated to GCSE level grade A to C or equivalent including Mathematics and English Language
- RSA/OCR I Typing/Word Processing standard
Desirable
- Previous NHS secretarial/administrative experience/knowledge of hospital administration procedures
- Willingness to undertake training
- Experience of working in a team
Other requirements
Essential
- Understands the need for confidentiality
- Understands the need for liaison with service users and their families sensitively, warmly and with empathy
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.
