Administrator

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/Administrative Supervisor, within a delegated framework for agreed tasks and seeking support as and when necessary, provide a comprehensive, confidential, Secreterial/administrative service to clinical/support services, in an efficient and confidential manner.

provide services within well-established policies, procedures, protocols, guidelines, whilst acting within the required sphere of competences for the role at all times.

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

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

act as principal point of contact for users of the service eg,individuals from within/outside the Trust, service users and members of the public etc.

work flexibly to meet the needs of the service.

develop and maintain good working relationships by being, flexible, adaptable, polite, positive and empathetic, communicating effectively and informatively.

work with sensitivity and have a good understanding of the service provision and issues experienced by its users.

prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of postholders level of competency or authority to the Line Manager.

work within well-established departmental/Trust policies, procedures, protocols, guidelines and established service delivery plans at all times.

use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Adapt style of communication to respond to others user communication difficulties.

ensure the service experienced is positive and service user confidentiality is maintained at all times. Treat users of the service, colleagues etc, with respect, dignity, courtesy and in accordance with the Trusts Values.

KEY RESULT AREAS:

1.1 Service provision:

To assist the department with office duties, for example:

• Word processing of correspondence /reports/ other documents accurately via copy or audio
• To take and transcribe minutes
• Dealing with telephone calls/ take accurate messages
• Photocopying/ Filing/ Scanning
• Receiving visitors
• Monitor and maintain department stationery supplies
• Reporting faults
• Mail handling

• Co-ordinating ward round/MDT meetings
• Admission/Discharge notes
• Arranging clinical appointments
• Arranging meetings, hospitality, venues, distributing agenda/notes
• Managing diaries
• Updating SystemOne
• Responsible for keys
• Demonstrate duties to new starterss
• Provide cover for other members of the team.

Deliver excellent levels of service by regularly assessing, problem solving, evaluating and reporting to the Line Manager/Admin Supervisor, in a timely and proactive manner when these standards have not been met, enabling appropriate action to be taken. Implement planned actions in response, communicating changes as appropriate.

Assist the Line Manager/Admin Supervisor 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.

Assist in the promotion of an open, welcoming, person-centred culture for service users. Seek and support feedback from service users to aid service improvement as required.

Produce clear and accurate written correspondence (including the composition of ad-hoc routine letters) eg, letters, memos, reports, presentations etc, using competent copy, audio tapes, 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. Adapt style of communication to respond to service user communication difficulties and psychological, social, physical and spiritual needs.

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

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

Recognise and respond appropriately to any emergency situation. Contribute to the reduction of hazards in the environment, considering safety, security, theft or damage.

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.

Make use of opportunities for sharing good practice and learning.

1.2 Working as part of a Team:

Undertake general clerical duties appropriate to the role eg, dealing with post, photocopying, ordering/requisitioning, reporting faults, filing/retrieval, booking appointments, scanning, diary management, petty cash, client travel expense reimbursement, minute/note taking and the collation and distribution of data/information etc.

Act as a focal point 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 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.

Undertake and assist others with administrative tasks, utilising IT systems or ensuring paper forms are completed properly and sent to relevant department in a timely manner in line with service specific standard.

Ensure accurate recording and maintainance of computerised/maual filing records and systems in accordance with operating procedures, collating and providing statistical data as requested. Undertake routine or ad hoc data validation as requested.

Deliver 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.

Work with a degree of independence within defined parameters. Prioritise own tasks, exercising initiative and judgement in response to service/individual needs.

Provide a positive link between the department/service and those who use it eg, service users, their carers, GPs, other Trust services/departments etc.

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. Prioritise and ensure urgent matters eg, clinical investigations are acted upon timely, within service performance standards.

As appropriate to the role, be responsible for the confidential management of patient records eg, timely input of referral letters onto computerised IT Systems, recording of service user demographic information, admission, transfer and discharge etc. Ensure records are tracked via File Tracker/relevant IT system and returned to the appropriate department timely in accordance with Trust procedures.

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

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

Contribute to the reduction of hazards in the environment, considering safety, security, theft or damage. Respond appropriately to any emergency situation eg, when service users present challenging behaviour.

Ensure action to reduce risks to health and safety and all possible steps are taken in identifying, managing and reporting risks. Report any incidents, breaches of Health and Safety or dangerous acts or omissions in accordance with Trust policy.

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 and implement these activities in agreement with the team.

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

Person Specification

Personal Attributes

Essential

• Ability to be flexible to meet the demands of the post.
• Responsive attitude and approach.
• Dress appropriately for the environment.
• Ability to travel around the Trust as appropriate to role.

Experience

Essential

• Recent Secretarial/administrative experience.
• Copy /audio typing if applicable to role.
• Note/minute taking.
• In using email, maintaining and updating paper and electronic diaries, arranging meetings.
• In using Microsoft Word and other Microsoft applications, e.g. Excel, Outlook , PowerPoint etc.
• In working as an effective team member with minimum supervision.
• In working in a busy environment with competing demands.
• Understanding of the need to maintain strict confidentiality.
• In using a degree of initiative.
• in organising and prioritising own tasks in order to meet deadlines.

Desirable

• In working in a caring environment.
• In dealing with the public.
• Of NHS software programme.
• Leadership skills.
• Customer Care skills.
• Excellent IT skills.

Qualifications

Essential

• Must be appropriate to the role::
• NVQ level 3 or RSA III or OCR III (or equivalent level of qualification in related subject eg business admin, typing/word processing, customer services).
• Or, be able to demonstrate competency at level 3.

Desirable

• Willingness to undertake further study/development.

Special Knowledge/Skills

Essential

• Good written communication skills, with the ability to deal with and prepare routine written correspondence.
• Good verbal communication skills, with the ability to obtain information and pass on comprehensive and confidential messages.
• In, decision-making and prioritisation.
• Knowledge of Data Protection Act.
• Customer care skills.
• Good interpersonal skills.
• Diversity/Cultural understanding.
• Resilience to pressure and exposure to emotional, distressing situations.
• Non-judgemental, empathetic manner.
• Able to use observation skills to identify potential risks and act appropriately.
• Demonstrates Trust Values.
• Able to fulfil the requirements of the Trusts value based induction.

Desirable

• Knowledge of information governance.
• Problem solving skills.

Physical Attributes

Essential

• A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
• Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary).

Training

Essential

• Must be willing/able to undertake all appropriate Trust mandatory training requirements, and subsequent refresher training relevant to the area.
• Must be willing/able to undergo job development and training and maintain skills.

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.

Employer details

Employer name

South West Yorkshire Partnership NHS Trust

Address

Mapplewell Health Centre

276 Darton Lane

Mapplewell

Barnsley

South Yorkshire

S75 6AJ

Employer's website

https://www.southwestyorkshire.nhs.uk (Opens in a new tab)