Job summary
The person will be responsible for providing efficient, effective and comprehensive secretarial and administrative support to staff in the Clinical Health Psychology Service, Walsall Healthcare NHS Trust. They will work alongside the existing part time Clerical Officer and co-ordinate administrative support for the service with each other. The post is based at Darlaston Health Centre, while staff in the service work from a number of different locations. They will liaise with clients of the service, referrers and other services both in health and social care.
Main duties of the job
The service is small and friendly and is committed to providing effective services of the highest quality. The post holder's duties will include; typing letters and reports, arranging appointments, fielding phone enquiries, registering patients on patient management systems and registering and tracking referrals on databases. Communication skills of a high standard are essential for patient and staff interaction in this area.
About us
The Clinical Health Psychology Service sees people with physical health conditions who have psychological difficulties associated with their condition. Staff work in areas such as Cancer/ Palliative Care, Stroke, Community Neuro Rehabilitation, Sexual Health and General Health. The service is based at Darlaston Health Centre, Wednesbury, Walsall and is part of Walsall Healthcare NHS Trust comprising acute hospital and community services. The CHP Service works across both hospital and community settings.
Job description
Job responsibilities
Key Responsibilities
Communication
Communication and relationship to the work team and to other departments:
- Communicate effectively and maintain good working relationships with non clinical and clinical colleagues in the service and all other members of other services i.e. GPs, social care and the independent sector to provide a co-ordinated and efficient patient focused service.
- Receive and provide information that may require tact, sensitivity or persuasive skills to inform and support work colleagues, clinicians, other departments and clients as appropriate to the job.
- Request necessary items, information or services from other departments.
- Act as central point for all routine non-clinical enquiries, messages and communications (verbal and written).
- Exercise good judgement, tact, sensitivity and discretion when dealing with client enquiries by providing a basic analysis of needs within the scope of the job and providing non clinical advice to clients and relatives/carers about appointments as authorised by the clinical team.
- Respond promptly and appropriately to external and internal telephone queries from clients, carers/relatives, members of the general public and members of the
- To refer any clinical enquires to relevant clinicians in a timely manner.
- Provide clerical support as required and/or as assigned.
- Support front facing reception areas to receive (meet and greet) patients, relatives, carers, members of the general public, clinical and non clinical staff if needed.
- Comment and contribute to local administrative and secretarial policies and procedures.
- Handle complaints in a tactful and courteous manner, in line with organisational policies and procedures.
- Be responsible for ensuring confidentiality is maintained at all times in accordance with the Data Protection Act and organisations policies and procedures.
Organisational
Responsibilities for processing information:
- Prepare/process documents and notes for meetings and clinics as assigned to support clinical service delivery.
- Adjusting clinic times or meeting details as necessary or as directed by the Service Lead.
- Provide secretarial and administrative duties (may include some medical terminology within the scope of the job) include auditory touch typing of reports and letters using a full range of Microsoft Office software.
- Handle, maintain and track departmental files and/or patient records accurately, confidentially and sensitively according to approved organisational and governance standards.
- Archive client files in an organised manner.
- Process detail relating to patients and staff promptly and accurately and in an organised manner.
- Entering appointment details or other job related data electronically as required.
- Compiling and maintaining datasets and/or other detailed information that may require some analysis.
- Accurately maintain, as directed by organisational polices, routine service records that may be referenced or audited for purposes of legal record or financial accountability.
- Plan, organising and prioritising own workload, while also accepting direction and delegation from Head of Service.
- Contribute to the planning, organising and prioritising of work carried out by lower bands as required.
- Arrange meetings and attend meetings if requested to take and produce accurate minutes of the meeting, circulation of supporting papers adhering to set timescales.
- Work on own initiative by planning own workload and/or tasks arranging own diary to resolve conflicting appointments to ensure needs of the service are met.
- Requesting stationary and other consumables relevant to local base using e-procurement system and/or non stock in line with financial standing regulations and maintain adequate stock levels, receiving deliveries ensuring that they are checked, logged and forwarded to the appropriate staff member.
- Reporting of faults i.e. general maintenance issues to relevant agency.
- Completion of organisational surveys and/or audits e. staff survey/notes audit relevant to home base.
- Demonstrate own job role tasks to new staff, bank/agency staff and/or students within Generic Administrative Service.
- Highlight any problems/issues to the Head of Service to facilitate the smooth running of the Administrative Service and/or clinical business area.
- General office duties as required (and as appropriate to the department/job) .
- Photocopying, scanning and printing.
- Receiving and handling of telephone calls according to established policies of professional telephone etiquette.
- Receiving, welcoming and directing visitors as they arrive in the department where appropriate.
- Filing (personal, departmental, patient information).
- Handling of post.
- Requesting, retrieving, sorting and handling of patient notes and other information as required.
- Arranging appointments for patients as required.
- Ordering and maintaining levels of stock to include completion of requisitions and handling of petty cash if necessary.
- Ordering and arranging of patient transport.
- Maintaining order within the work environment.
- Use of computer applications and all relevant databases as necessary and appropriate for the job.
- Ensure equipment inventory is up to date and equipment is maintained.
IT
Input of referrals and discharges onto electronic data systems, i.e. Careflow and service databases ensuring the quality of the data inputted is correct and to given timescales, maintaining clients confidentiality.
- Update Electronic Staff Records (ESR) for annual leave, sickness, competencies etc in a timely manner to meet organisational objectives.
- Print client data from electronic data systems, i.e. Carefow, Fusion etc to given timescales to support clinical service delivery.
- Create, update and maintain excel spreadsheets and access database records ensuring the quality of the data is inputted correctly and to given timescales
- Collate data/information from appropriate IT packages i.e. Careflow, Excel in a prompt and efficient manner.
- Use of email in an effective and professional manner to communicate with other
- departments, clinical and non clinical colleagues.
Other
- To suggest improvements to the Clinical Health Psychology admin systems and processes for greater efficiency and effectiveness.
- To provide, with reasonable notice, staff cover for other members of the administrative service during periods of leave, sickness absence and peaks in service demand as directed by the Head of Service.
Job description
Job responsibilities
Key Responsibilities
Communication
Communication and relationship to the work team and to other departments:
- Communicate effectively and maintain good working relationships with non clinical and clinical colleagues in the service and all other members of other services i.e. GPs, social care and the independent sector to provide a co-ordinated and efficient patient focused service.
- Receive and provide information that may require tact, sensitivity or persuasive skills to inform and support work colleagues, clinicians, other departments and clients as appropriate to the job.
- Request necessary items, information or services from other departments.
- Act as central point for all routine non-clinical enquiries, messages and communications (verbal and written).
- Exercise good judgement, tact, sensitivity and discretion when dealing with client enquiries by providing a basic analysis of needs within the scope of the job and providing non clinical advice to clients and relatives/carers about appointments as authorised by the clinical team.
- Respond promptly and appropriately to external and internal telephone queries from clients, carers/relatives, members of the general public and members of the
- To refer any clinical enquires to relevant clinicians in a timely manner.
- Provide clerical support as required and/or as assigned.
- Support front facing reception areas to receive (meet and greet) patients, relatives, carers, members of the general public, clinical and non clinical staff if needed.
- Comment and contribute to local administrative and secretarial policies and procedures.
- Handle complaints in a tactful and courteous manner, in line with organisational policies and procedures.
- Be responsible for ensuring confidentiality is maintained at all times in accordance with the Data Protection Act and organisations policies and procedures.
Organisational
Responsibilities for processing information:
- Prepare/process documents and notes for meetings and clinics as assigned to support clinical service delivery.
- Adjusting clinic times or meeting details as necessary or as directed by the Service Lead.
- Provide secretarial and administrative duties (may include some medical terminology within the scope of the job) include auditory touch typing of reports and letters using a full range of Microsoft Office software.
- Handle, maintain and track departmental files and/or patient records accurately, confidentially and sensitively according to approved organisational and governance standards.
- Archive client files in an organised manner.
- Process detail relating to patients and staff promptly and accurately and in an organised manner.
- Entering appointment details or other job related data electronically as required.
- Compiling and maintaining datasets and/or other detailed information that may require some analysis.
- Accurately maintain, as directed by organisational polices, routine service records that may be referenced or audited for purposes of legal record or financial accountability.
- Plan, organising and prioritising own workload, while also accepting direction and delegation from Head of Service.
- Contribute to the planning, organising and prioritising of work carried out by lower bands as required.
- Arrange meetings and attend meetings if requested to take and produce accurate minutes of the meeting, circulation of supporting papers adhering to set timescales.
- Work on own initiative by planning own workload and/or tasks arranging own diary to resolve conflicting appointments to ensure needs of the service are met.
- Requesting stationary and other consumables relevant to local base using e-procurement system and/or non stock in line with financial standing regulations and maintain adequate stock levels, receiving deliveries ensuring that they are checked, logged and forwarded to the appropriate staff member.
- Reporting of faults i.e. general maintenance issues to relevant agency.
- Completion of organisational surveys and/or audits e. staff survey/notes audit relevant to home base.
- Demonstrate own job role tasks to new staff, bank/agency staff and/or students within Generic Administrative Service.
- Highlight any problems/issues to the Head of Service to facilitate the smooth running of the Administrative Service and/or clinical business area.
- General office duties as required (and as appropriate to the department/job) .
- Photocopying, scanning and printing.
- Receiving and handling of telephone calls according to established policies of professional telephone etiquette.
- Receiving, welcoming and directing visitors as they arrive in the department where appropriate.
- Filing (personal, departmental, patient information).
- Handling of post.
- Requesting, retrieving, sorting and handling of patient notes and other information as required.
- Arranging appointments for patients as required.
- Ordering and maintaining levels of stock to include completion of requisitions and handling of petty cash if necessary.
- Ordering and arranging of patient transport.
- Maintaining order within the work environment.
- Use of computer applications and all relevant databases as necessary and appropriate for the job.
- Ensure equipment inventory is up to date and equipment is maintained.
IT
Input of referrals and discharges onto electronic data systems, i.e. Careflow and service databases ensuring the quality of the data inputted is correct and to given timescales, maintaining clients confidentiality.
- Update Electronic Staff Records (ESR) for annual leave, sickness, competencies etc in a timely manner to meet organisational objectives.
- Print client data from electronic data systems, i.e. Carefow, Fusion etc to given timescales to support clinical service delivery.
- Create, update and maintain excel spreadsheets and access database records ensuring the quality of the data is inputted correctly and to given timescales
- Collate data/information from appropriate IT packages i.e. Careflow, Excel in a prompt and efficient manner.
- Use of email in an effective and professional manner to communicate with other
- departments, clinical and non clinical colleagues.
Other
- To suggest improvements to the Clinical Health Psychology admin systems and processes for greater efficiency and effectiveness.
- To provide, with reasonable notice, staff cover for other members of the administrative service during periods of leave, sickness absence and peaks in service demand as directed by the Head of Service.
Person Specification
Qualification/ Experience
Essential
- Qualifications NVQ level 3 Business and Administration And/Or Equivalent level of knowledge gained through experience in use of MS Word/ Excel/ Powerpoint
- Experience Training and experience appropriate to the departmental role
Knowledge and Skills
Essential
- Able to communicate with a range of people on a range of matters, some of which may concern personal matters or difficult situations and distressed patients.
Knowledge and Skills
Essential
- Able to communicate with work colleagues both within the service and external to the service in a clear and respectful manner.
Desirable
- Able to contribute to the processing, modification, structure, maintenance, presentation and monitoring of data and information within a team or as assigned.
Person Specification
Qualification/ Experience
Essential
- Qualifications NVQ level 3 Business and Administration And/Or Equivalent level of knowledge gained through experience in use of MS Word/ Excel/ Powerpoint
- Experience Training and experience appropriate to the departmental role
Knowledge and Skills
Essential
- Able to communicate with a range of people on a range of matters, some of which may concern personal matters or difficult situations and distressed patients.
Knowledge and Skills
Essential
- Able to communicate with work colleagues both within the service and external to the service in a clear and respectful manner.
Desirable
- Able to contribute to the processing, modification, structure, maintenance, presentation and monitoring of data and information within a team or as assigned.
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).
