Job summary
To provide a full and
efficient clerical service to the clinical staff and admin team including
dealing with incoming mail, the inputting and extraction of performance and
information data and assisting with routine typing tasks.
To assist with the
distribution and collation of information around referrals, waiting lists and
other statistics to ensure optimum usage of facilities and assist the team
co-ordinator in monitoring statistics thus ensuring statutory performance and
contracting data is up to date.
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.
Main duties of the job
Management
of reception and general administrative support, the 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 experienced is positive and
service user confidentiality is maintained at all times. Treat all visitors
i.e. service users, families/carers, colleagues and all visitors with respect,
dignity, courtesy and in accordance with Navigo Values.
The
post-holder will assist in administrative duties under direction from Senior
Administration staff within the provision of team requirements.
About us
Hello!
We are Navigo. We look after North East Lincolnshire's
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
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 as appropriate.
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.
To provide a full and
efficient clerical service to the clinical staff and admin team in the Navigo
CAMHS team, including dealing with incoming mail, the inputting and extraction
of performance and information data and assisting with routine typing tasks.
To assist with the
distribution and collation of information around referrals, waiting lists and
other statistics to ensure optimum usage of facilities and assist the lead
administrator in monitoring statistics thus ensuring statutory performance and
contracting data is up to date.
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.
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.
To act as central reporting
and information point for telephone/photocopier maintenance.
To take responsibility for
processing and distribution of incoming mail and be the central point for
outgoing mail collection.
To provide
administration/secretarial assistance including typing, scanning and
photocopying as directed by Administration Team Lead to support the
Administration team.
Job description
Job responsibilities
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 as appropriate.
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.
To provide a full and
efficient clerical service to the clinical staff and admin team in the Navigo
CAMHS team, including dealing with incoming mail, the inputting and extraction
of performance and information data and assisting with routine typing tasks.
To assist with the
distribution and collation of information around referrals, waiting lists and
other statistics to ensure optimum usage of facilities and assist the lead
administrator in monitoring statistics thus ensuring statutory performance and
contracting data is up to date.
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.
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.
To act as central reporting
and information point for telephone/photocopier maintenance.
To take responsibility for
processing and distribution of incoming mail and be the central point for
outgoing mail collection.
To provide
administration/secretarial assistance including typing, scanning and
photocopying as directed by Administration Team Lead to support the
Administration team.
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
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 e.g. SystmOne
- 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
- Conversant with Microsoft Office, particularly Word/Excel/electronic diary management
Desirable
- Previous NHS secretarial/ administrative experience/knowledge of hospital administration procedures
- Willingness to undertake training
- Experience of working in a team
Additional Criteria
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
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 e.g. SystmOne
- 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
- Conversant with Microsoft Office, particularly Word/Excel/electronic diary management
Desirable
- Previous NHS secretarial/ administrative experience/knowledge of hospital administration procedures
- Willingness to undertake training
- Experience of working in a team
Additional Criteria
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.
