Band 3 Clinical Services Administrator - Bath NHS House
Job overview
Please note - this vacancy is not eligible for a sponsorship.
We are looking for an experienced administrator who is enthusiastic and calm, to become part of B&NES Talking Therapies. We are a motivated and friendly team and we are looking for someone who enjoys keeping busy, and who would like to join our dynamic team, working Monday to Friday, 9 to 5 and based at Bath NHS House, Bath.
As well as being an excellent team player with the ability to prioritise, you should have a good understanding of information governance. Strong personal resilience is essential.
Experience of working with IAPTus would be an advantage, although full training is provided.
This role involves administration duties as well as telephone based work and therefore the post holder needs to have excellent telephone skills.
You will be the first point of contact for clients who self refer into the service, which is done mainly by telephone. The role requires an eye for detail and high level of accuracy across all elements of administration and data, including the maintenance of sensitive client details on the electronic patient management system – IAPTUS.You will also be collating appointment letters and ensuring that they are sent out in a timely fashion.
- Please ensure your supporting statement relates to the job details and is personalised to you, explaining why this role is of interest to you.
Main duties of the job
To provide comprehensive administration and secretarial support to multidisciplinary teams, wards or departments including named medical staff, junior 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 systemsincluding 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 IAPTUS.
The post holder will need to meet deadlines, collate data and maintain standards relating to administrative processes. They will need to be ableto 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 andthey are accountable for their own actions – manager is available for reference but generally, they will manager their own workload.
Working for our organisation
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.
Detailed job description and main 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.
Providing Secretarial support to named Medical Staff/management team.
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.
The arranging and negotiation of various meetings including those with other agency involvement.
Negotiating diary conflicts and competing priorities as appropriate.
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. This may include sensitive information.
The provision of and updating of patient notes, collation of information for transfer of care etc.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
Facilitating the administration processes for the Team meeting.
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 diaryappointments 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 including the scheduling of:- Consultant Clinic Appointments.
- Tribunals.
- Room Bookings.
- Other bookings as required.
Arranging and rearranging as appropriate clinics, appointments etc.
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. May be responsible for petty cashfloat/handling.
Supporting the induction of new staff members as required.
Produce confidential correspondence and reports on a frequent basis.
Supporting the Team/Service Manager with the Administration of meeting, RCA’s, investigations etc.
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.
Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards.
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.
Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or carers.
Person specification
Experience/Skills
Essential criteria- Empathy for individuals who have experienced mental health problems and the ability to cope with behaviour which may be challenging at times
- Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
- Experience of working well as part of a team and with consideration to colleagues.
- Ability to work under some pressure
- Good IT skills - Word, Excel, internet and typing
- Able to work productively and accurately without direct supervision
- Interest in mental health services
- Diary management
- Experience of working in a health/social care setting
This includes people with a variety of disabilities and neurodivergent conditions (for example autism, ADHD, sensory, physical and learning disabilities).
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service users.
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Please apply to join us, we would love to hear from you. Any personal details you supply to us are kept safe in line with the General Data Protection Regulations.
Adverts normally close for application a few minutes before midnight on the closing date and we will let you know if we are offering you an interview by email via our recruitment system ‘TRAC’. We contact all applicants within 4 weeks after the closing date, so please check your emails regularly once you have submitted your application; you are welcome to contact us, via the TRAC system, if you have any queries about your application.
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