Job summary
We are looking for highly motivated and enthusiastic Clinical Services Administrator to join our friendly and diverse Wiltshire admin team who provide a high standard of administrative support to front line multi disciplinary clinical teams. Applicants should be effective communicators, have excellent administration and organisational skills, possess a good working knowledge of all Microsoft Office systems, and be willing to undertake training in order to use other software packages, including our electronic patient record system.
You will be working as part of a busy administrative team within the Services, and will need to be able to prioritise and organise your own workload, as well as sharing admin work streams, to ensure effective and efficient support to the clinical teams. The role is varied, and requires the successful candidates to be able to adapt to constant changes in workload, to meet demand and deadlines.
If you are someone who is able to work well under pressure, while remaining calm in challenging situations, who has a positive and friendly nature, and an interest in working for mental health services, this could be the job opportunity for you.
This is a 22.5 hour post required specifically for the following days Monday, Wednesday and Friday - 8.30/9.00 am to 4.30/5.00 pm. The role will be split between a work base in Trowbridge and Warminster.
We look forward to receiving your application.
Main duties of the job
To provide comprehensive administration and secretarial support to multidisciplinary teams, including medical staff, and the system-wide multi-disciplinary team. This will include being the first point of contact for that team and could involve duties such as meeting and greeting visitors, receiving initial enquiries and directing telephone calls.
There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills. They will possess excellent working knowledge of all Microsoft Office systems including Word and Excel.
The post holder will be able to work to high standards and will be required to take personal details from people and upload onto the electronic patient record system (Rio). The post holder will need to meet deadlines, collate data and maintain standards relating to administrative processes. They will need to be able to work within a team effectively and share work streams where appropriate.
The post holder will be key in maintaining diaries and arranging meetings, taking formal minutes and keeping appropriate records on the most up to date templates. Their work is managed rather than supervised and they are accountable for their own actions - manager is available for reference but generally, they will manager their own workload.
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.
Exchange verbal and written information with patients, staff and carers relating to appointments, admissions and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. The provision of and updating of patient notes, collation of information for transfer of care etc. This may include sensitive information.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective. Facilitating the administration processes for Team meetings etc.
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 or schedules, clinics, meetings, tribunals etc. Escalating issues to the Lead Clinical Services Administrator as appropriate.
Arrange meetings and appointments for members of the team, negotiating diary conflicts and competing priorities as appropriate. Including the scheduling of:
Consultant Clinic Appointments.
Tribunals.
Room Bookings.
Other bookings as required.
Type patient reports/correspondence/e-mails as required, deal with telephone/face to face enquiries from patients. Input accurate and up to date patient data onto the RiO system.
The post holder will order stationery and other necessary items for the team via the procurement system.
Supporting the induction of new staff members as required.
Produce confidential correspondence and reports on a frequent basis.
Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
Provide cover for colleagues when and where necessary.
Plans 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.
Other tasks which are commensurate with the broad purpose and banding of the post.
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.
Exchange verbal and written information with patients, staff and carers relating to appointments, admissions and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. The provision of and updating of patient notes, collation of information for transfer of care etc. This may include sensitive information.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective. Facilitating the administration processes for Team meetings etc.
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 or schedules, clinics, meetings, tribunals etc. Escalating issues to the Lead Clinical Services Administrator as appropriate.
Arrange meetings and appointments for members of the team, negotiating diary conflicts and competing priorities as appropriate. Including the scheduling of:
Consultant Clinic Appointments.
Tribunals.
Room Bookings.
Other bookings as required.
Type patient reports/correspondence/e-mails as required, deal with telephone/face to face enquiries from patients. Input accurate and up to date patient data onto the RiO system.
The post holder will order stationery and other necessary items for the team via the procurement system.
Supporting the induction of new staff members as required.
Produce confidential correspondence and reports on a frequent basis.
Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
Provide cover for colleagues when and where necessary.
Plans 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.
Other tasks which are commensurate with the broad purpose and banding of the post.
Person Specification
Requirements
Essential
- NVQ in Business Administration or similar relevant qualification, or equivalent acquired experience
- Experience of working as part of a team
- Experience of administrative systems and office procedures
- Excellent communication skills, both verbal and written
- Ability to work without direct supervision, and to be able to plan and prioritise own workload
- Competent IT skills - Word, Excel
Desirable
- Empathy for individuals who have experienced mental health problems, and ability to cope with behaviour which may at times present as challenging
Person Specification
Requirements
Essential
- NVQ in Business Administration or similar relevant qualification, or equivalent acquired experience
- Experience of working as part of a team
- Experience of administrative systems and office procedures
- Excellent communication skills, both verbal and written
- Ability to work without direct supervision, and to be able to plan and prioritise own workload
- Competent IT skills - Word, Excel
Desirable
- Empathy for individuals who have experienced mental health problems, and ability to cope with behaviour which may at times present as challenging
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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