Job summary
We require a flexible and highly motivated individual to join Blackpool Healthier Minds the Blackpool NHS Talking Therapies service. Our administration team is integral to our success; they are the first point of contact for our clients and the warm welcome when they walk through the door. They keep our service running smoothly through accurate record keeping, processing referrals, managing internal and external correspondence, and equipping our sites. The successful candidate will be required to work from a variety of bases across the Blackpool area. They will provide confidential and comprehensive admin support to the team. They will be required to undertake a range of administrative duties in line with the requirements of the service which will include taking referrals and phone calls from clients who may be distressed. The successful applicant will promote a positive image of mental health ensuring respect for the dignity and rights of individuals at all times.
Main duties of the job
The post holder will be responsible fortaking telephone self-referrals, processing online self-referrals, booking appointments and responding to queries from clients. The post holder will also take minutes for meetings and be the first point of contact for all tasks and queries, undertake a variety of administrative tasks to a high standard and act as mentor for new admin staff. The post holder will be involved in service promotion. Working as part of a team and supporting colleagues is paramount and having a genuine willingness to want to help others is vital in this role. The role is varied and will also require supporting the Admin Lead to ensure the smooth running of the admin service, ensuring that all appointment slots are filled to maximise appointment opportunities. The post holder should be highly organised and motivated with an excellent telephone manner always ensuring the best outcome for our clients.
About us
Are you looking for a rewarding and exciting role at an organisation that cares about people? Are you a caring, respectful individual who wants to support the delivery of high quality, safe, innovative care?
Perhaps you are looking for the next step in your career and want to work somewhere you will be appreciated and able to progress?
At Blackpool Teaching Hospital we offer training and induction to all staff members new to the Trust.
We encourage all our staff whatever their role to keep learning through funded continued professional development which alongside a rolling clinical skills training programme can include more specialised clinical training dependent on the role, leadership development programmes, skills in coaching, and professional nurse advocate training.
Blackpool Teaching Hospitals recognise that our focus needs to be on retention, rewarding and recognising our amazing staff through schemes such as Christmas Sparkle, national appreciation days, and initiatives like our 'going the extra mile' peer recognition cards.
As one of the United Kingdom's largest coastal resort, Blackpool has plenty to offer its residents -it's not just a good place to work; it's a great place to live.
Our strategic vision is:
"As a high performing Trust, operating as part of an integrated care system, we will provide high quality, safe and effective care. This will be achieved in a financially sustainable way, through our skilled and motivated workforce".
Job description
Job responsibilities
Blackpool Healthier Minds operates from a number of community bases within the Blackpool area. We offer NHS Talking Therapies interventions and psychological therapies across Step 2 and 3 and have developed pathways with physical health services in line with the National Long Term Conditions programme, in order to expand and increase the offer of psychological therapies to the Blackpool, Wyre and Fylde population. We receive self-referrals and referrals from health care professionals for the Long-Term Conditions arm of the service.
To deliver a high quality comprehensive administration service to the team whilst prioritising a busy workload and meeting deadlines
To liaise with other professional bodies and organisations as appropriate
To respond to incoming calls and deal with enquiries ensuring appropriate action is taken and messages are accurately passed to the relevant staff members. To deal confidentially and sensitively with telephone calls and face to face contact from clients and others
To deal with incoming mail on a daily basis, distributing and taking appropriate action as necessary, ensuring urgent matters are brought to the attention of the appropriate member of staff
Ability to maintain accurate and clear records regarding referrals, waiting lists, records of appointments both written and computerised
Responsible for ordering and maintaining all stock and non-stock stationery ensuring items are replenished and readily available
Use a range of IT packages including Word and Excel, Internet and Email
Log referrals onto IAPTUS (our patient information system) and check client details ensuring accurate and timely entry of client data
Follow up with clients on care pathway system, to ensure clients are correctly allocated on the IAPTUS system.
Have experience of minute-taking and follow-up administration
Ability to prioritise work
Arrange interpreters to attend appointments with clients as requested
Ability to deal with occasional distressing situations, including verbal aggression from clients, or clients who are distressed
To be able to work unsupervised and respond to situations which may arise requiring autonomous advice and decision making
Undertake any training for the development of this post in conjunction with your own personal development
The post holder will be required to cover all Blackpool Healthier Minds bases as and when required and to travel out in the community
Job description
Job responsibilities
Blackpool Healthier Minds operates from a number of community bases within the Blackpool area. We offer NHS Talking Therapies interventions and psychological therapies across Step 2 and 3 and have developed pathways with physical health services in line with the National Long Term Conditions programme, in order to expand and increase the offer of psychological therapies to the Blackpool, Wyre and Fylde population. We receive self-referrals and referrals from health care professionals for the Long-Term Conditions arm of the service.
To deliver a high quality comprehensive administration service to the team whilst prioritising a busy workload and meeting deadlines
To liaise with other professional bodies and organisations as appropriate
To respond to incoming calls and deal with enquiries ensuring appropriate action is taken and messages are accurately passed to the relevant staff members. To deal confidentially and sensitively with telephone calls and face to face contact from clients and others
To deal with incoming mail on a daily basis, distributing and taking appropriate action as necessary, ensuring urgent matters are brought to the attention of the appropriate member of staff
Ability to maintain accurate and clear records regarding referrals, waiting lists, records of appointments both written and computerised
Responsible for ordering and maintaining all stock and non-stock stationery ensuring items are replenished and readily available
Use a range of IT packages including Word and Excel, Internet and Email
Log referrals onto IAPTUS (our patient information system) and check client details ensuring accurate and timely entry of client data
Follow up with clients on care pathway system, to ensure clients are correctly allocated on the IAPTUS system.
Have experience of minute-taking and follow-up administration
Ability to prioritise work
Arrange interpreters to attend appointments with clients as requested
Ability to deal with occasional distressing situations, including verbal aggression from clients, or clients who are distressed
To be able to work unsupervised and respond to situations which may arise requiring autonomous advice and decision making
Undertake any training for the development of this post in conjunction with your own personal development
The post holder will be required to cover all Blackpool Healthier Minds bases as and when required and to travel out in the community
Person Specification
Education and Qualifications
Essential
- Good general education (minimum of 5 GCSE's A* - C)
- Working in an office environment where a large and diverse range of visitors and calls are received
Desirable
- Demonstrable keyboard / word processing skills and RSA typing qualification (or equivalent)
Experience and Knowledge
Essential
- Experience of Minute Taking
- Evidence of awareness of customer care matters
- Experience of telephone working
Desirable
- Experience of using clinical record keeping system
- Previous experience of supervising staff
- Experience of working in a mental health service
Skills and Ability
Essential
- Ability to prioritise work, meet deadlines and delegation skills
- Working knowledge of health and safety issues
- Preserving confidentiality and knowledge of the Data Protection Act
- Being able to work as part of a team and using own initiative when required
- Ability to use a range of IT packages competently including Word and Excel, and Outlook.
Personal Qualities/Requirements
Essential
- Conscientious, punctual, and reliable
- Sensitive to needs of client group
- Can work using own initiative
Desirable
- Car owner/ driver and possess a full UK Driving Licence
Person Specification
Education and Qualifications
Essential
- Good general education (minimum of 5 GCSE's A* - C)
- Working in an office environment where a large and diverse range of visitors and calls are received
Desirable
- Demonstrable keyboard / word processing skills and RSA typing qualification (or equivalent)
Experience and Knowledge
Essential
- Experience of Minute Taking
- Evidence of awareness of customer care matters
- Experience of telephone working
Desirable
- Experience of using clinical record keeping system
- Previous experience of supervising staff
- Experience of working in a mental health service
Skills and Ability
Essential
- Ability to prioritise work, meet deadlines and delegation skills
- Working knowledge of health and safety issues
- Preserving confidentiality and knowledge of the Data Protection Act
- Being able to work as part of a team and using own initiative when required
- Ability to use a range of IT packages competently including Word and Excel, and Outlook.
Personal Qualities/Requirements
Essential
- Conscientious, punctual, and reliable
- Sensitive to needs of client group
- Can work using own initiative
Desirable
- Car owner/ driver and possess a full UK Driving Licence
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
