Receptionist/Administration Assistant

South West Yorkshire Partnership NHS Trust

This job is now closed

Job summary

1 x 24 hours per week

An opportunity has arisen for a part time well organised, experienced Receptionist to provide front of house admin support to our inpatient services for working age adults. Customer service skills are essential as the role will involve dealing with busy and sometimes difficult/challenging telephone calls into the department. The post is based in the Oakwell Centre, Kendray Hospital.

The hours for this post are to involve working a mixture of shorter and 12 hour shifts (approx. 1 weekend to be worked per month) between the hours of 6.45 am to 7.30 pm to be worked on a rotational rota, Monday to Sunday. Hours of work are 24 hours per week (includes bank holiday cover).

Excellent typing and word processing skills are essential to a minimum of RSA II, NVQ 2 or equivalent. The candidate must be fully computer literate in Microsoft Office and must have recent administration experience within an office environment. For enquiries please contact Emma Moore on 01226 644094.

All employees of the Trust are strongly encouraged to be fully vaccinated against COVID-19 to protect patients.

We are aware that an increasing number of applicants are using AI technology to generate responses on NHS Job application forms. We strongly discourage this and will conduct a thorough screening process before selecting candidates to progress to the next stage. If you are using AI to enhance your application, please disclose this in your NHS Jobs application form.

Main duties of the job

Excellent customer service/telephone skills to be able to manage the phonelines to the service.

This role is part of a wider busy Admin Team, and crucial to be able to use your own initiative and work as part of a team.

You must have an ability to be flexible and a willingness to adapt to change in order to meet the demands of the post.

You must have excellent verbal & written communication skills and have good interpersonal skills.

Good general organised administrative skills to follow admin processes while maintaining a high level of accuracy is essential and be able to prioritise your own workload.

Experience of electronic clinical systems are advantageous but not essential as training will be given.

At the time of advertising, this role does not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK. For this reason, unfortunately we are unable to sponsor anyone on a skilled worker visa for this role for the time being.

We are, of course, happy to accept applications from candidates who are able to prove their right to work in the UK in this role via alternative visas or routes. Such applications will be considered alongside all other applications.

About us

We are a specialist NHS Foundation Trust that provides community, mental health and learning disability services for the people of Barnsley, Calderdale, Kirklees and Wakefield. We also provide low and medium secure services and are the lead for the west Yorkshire secure provider collaborative.

Our mission is to help people reach their potential and live well in their communities, we do this by providing high-quality care in the right place at the right time. We employ staff in both clinical and non-clinical services who work hard to make a difference to the lives of service users, families and carers.

We encourage and welcome applications from all protected characteristic groups, we value diversity and want our workforce to be reflective of our communities.

Being a foundation Trust means were accountable to our members, who can have a say in how were run. Around 14,300 local people (including staff) are members of our Trust.

Join us and you will be one of over 4,500 staff committed to supporting and improving the mental, physical and social needs of the thousands of people we meet and help each year.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all colleagues and volunteers to share this commitment.

We do reserve to right to close vacancy before the advertised closing date if necessary, so please apply as soon as possible.

Date posted

23 July 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

C9378-B1937

Job locations

Kendray Hospital

Doncaster Road

Barnsley

S Yorkshire

S70 3RD

Job description

Job responsibilities

JOB SUMMARY

Service user contact referred to in this Job description will only apply when working within a clinical area.

The post-holder will:

under the supervison/direction of the Line Manager, be aware of and able to undertake the routine admin/communication requirements of the service. Provide a confidential service to clinical/support services, in an efficient manner.

follow and ensure the service is provided in accordance with well-established policies, procedures, protocols and guidelines and service delivery plans.

demonstrate knowledge of the service to enable the post holder to contribute and inform decision making within the service.

may work within clinical environments where basic conflict resolution may be required.

work flexibly to meet the needs of the service.

develop and maintain good working relationships by being flexible, adaptable, polite, positive and empathetic providing and receiving routine information.

work with sensitivity and have an understanding of the service and issues experienced by users.

use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Respond to others communication difficulties.

assist in ensuring the service experienced is positive, and service user confidentiality is maintained at all times. Treat everyone eg, service users, their relatives, visitors, colleagues etc, with respect, dignity, courtesy and in accordance with the Trusts Values.

be encouraged to contribute ideas and suggestions within the team, and supported to progress as appropriate.

KEY RESULT AREAS:

1.1 Service provision:

To assist the department with routine office duties, appropriate to the role, for example:

Word processing of correspondence /reports/ other documents accurately
To take and transcribe notes
Dealing with telephone calls/ take accurate messages
Photocopying/ Scanning/ Filing
Receiving visitors/Reception
Reporting faults
Mail handling

Request, cancel and re-arrange appointments
Systems maintained and updated
Demonstrate duties to new starters
Provide cover for other members of the team.

Deliver excellent levels of service and address or report to the Line Manager, in a timely manner, when these standards have not been met.

Support the Line Manager as required.

Proactively and positively contribute to the achievement of business outcomes through individual and team effort, with the focus being on delivering excellent customer services.

Work within defined parameters, prioritise own tasks and respond to peoples needs.Refer and seek guidance/supervision on issues outside of post holders level of competence or authority.

Help to promote an open, welcoming, person-centred culture seeking feedback from users of the service to aid service improvement .

Produce clear and accurate written correspondence as appropriate to the role, using competent IT skills, accurate data inputting and use of Trust Intranet and Internet as required.

Maintain accurate documentation. Use appropriate documentation/systems in accordance with local and Trust standards.

Use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. .

Build and sustain effective communications to ensure good team working and collaborative working practices. Disseminate knowledge, and information to those who need to know.

Support the smooth running of administrative systems and meeting of all relevant deadlines.

Proactively identify additional activities in accordance with the role, which would increase postholder efficiency and the efficiency of the team; offer suggestions for improvement and implement agreed activities.

Support the Trusts culture of collaborative, flexible cross-team working and commitment to delivering quality services and outcomes.

1.2 Working as part of a Team:

Assist with general clerical duties appropriate to the role eg, reception duties, dealing with post, photocopying, reporting faults, filing/retrieval, booking appointments, scanning, minute/note taking..

Act as a point of contact for the team/service. Provide a friendly and professional service, deal with enquiries from a multitude of sources, via a variety of means eg, face to face/phone/e-mail/letter. Exercise a degree of initiative, analysis, judgements/problem solving or directing on/esculating, as appropriate. This may require the use of tact/ empathic or reassurance and persuasive skills where agreement or co-operation is required.

Accurately record and up date department/service computerised/maual records and systems, tracking service user records as appropriate and in accordance with operating procedures, collate and provide data as directed.

To provide cover or support to others as required as appropriate to the role.

Assist in delivering excellent levels of customer services to people. Assess, problem solve or report, in a timely and proactive manner, when these standards have not been met.

Assist in providing a positive link between the department/service and those who use it.

Ensure service user privacy, dignity, rights, choices are maintained at all times.

Provide and receive service user information using tact, reassurance, empathy and persuasive skills as required. Ensure urgent matters are acted upon timely, within service performance standards.

Keep appropriate statistical records/information as and when directed by the team/service for audit purposes. Assist in the provision of statistical returns as required which may involve entering statistical data onto databases.

Provide relevant assistance as and when directed to support all colleagues.

Recognise and respond appropriately to emergency situations. Support the reduction of hazards in the environment by being aware of safety, security, theft or damage.

Support the Trusts culture of commitment to delivering quality services and outcomes.

Maintain and continuously improve knowledge & understanding of the Trust/service including systems, policy, and current issues, particularly with regard to own area of work and service users.

Proactively identify additional activities in accordance with the role, which would increase post holder and team efficiency; offer suggestions for improvement.

Refer and seek guidance/supervision on issues outside the post holders level of competency or authority.

To provide cover or support to others and work within other areas as the situation and staffing levels require.

Participate in departmental/team meetings, offer suggestions for service improvements.

Assist in the achievement/improvement of service/quality standards.

Be competent in using and ensure the proper use of Trust equipment eg, Photocopies etc.

Actively engage in good team working to facilitate effective relationships.

Have an appreciation of the roles and contributions of others working in the service.

Make use of opportunities for sharing good practice and learning.

When moving and handling loads, ensure this is undertaken in accordance with policy and training.

Work in a flexible and collaborative manner with others.

1.3 Managing Self:

Participate in management supervision/appraisal to develop skills, knowledge and practice and apply continuous reflection eg, values, priorities, interests and effectiveness and synthesise new knowledge into practice.

Undertake timely and appropriate mandatory training/updates, study days and keep up to date with changes in operational procedures and developments in practice.

Be aware of and comply with service/Trust policies and procedures and relevant legislation eg Data Protection Act.

Maintain professional and courteous working relationships with others.

Seek advice and support from supervisor/manager whenever necessary.

Promote a positive image of self, service and theTrust.

Act within own sphere of competence at all times.

1.4 Management Supervision and Support:

The post holder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter induction.

1.5 Financial Responsibility:

Maintain the safekeeping of Trust property. Any concerns regarding misuse should be raised immediately with Line Manager.

Ensure the proper use of the Trusts resources such as stationery, telephone usage, photocopying and other consumables in the course of business, ensuring minimal waste and cost. Suggest efficiency savings to more senior staff.

For full details of the role please see the supporting documents attached.