Therapy Administration Assistant - North Walsham

Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.

The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Job overview

Are you a tenacious, confident, and flexible person, with excellent organisational, engagement, and communication skills, who can work autonomously and as part of a creative and motivated team? If you are, we would really like to hear from you!

To provide a comprehensive, pro-active secretarial and administrative support ensuring that all administrative processes and tasks are undertaken efficiently, effectively and to a high standard. To contribute to the smooth running of the services within North Place, working closely with the Therapy Clinical Leads to support to the Therapy team and service.

Main duties of the job

You will work closely with the Therapy Clinical Leads and wider Therapy Team, as well as admin colleagues. You will need to have previous administration and secretarial experience, as part of a team and within a busy office environment.

Applicants must have excellent organisation, communication and customer care skills and be able to work proactively using own initiative, demonstrating self-management and prioritisation of their workload.

Working for our organisation

• Good benefits package including a minimum 27 days annual leave , plus Bank Holidays, increasing after 5 years and 10 years to a maximum of 33 days
• Opportunity to join the NHS pension scheme.
• Wellbeing support (gyms, free eyesight test, cycle to work scheme, wellbeing resources)
• Supportive positive culture that is Well-Led with regular supervision
• Comprehensive in house and external training programmes available
• NHS discounts and many more

Please note that applications are accepted by completion of our on-line application form. We cannot accept CV's.

Detailed job description and main responsibilities

Main Duties & Responsibilities

1 To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generate own workload), which will include:

• Dealing appropriately with all telephone enquiries as well as face to face patient contact, which may on occasion be upsetting.
• Using a range of software programmes and audio-typing to produce, maintain and distribute documents, including reports, spreadsheets, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.
• To be responsible for creating the Therapy Triage rota using an Excel spreadsheet, analysing ledgers to understand which members of staff are available, taking into consideration working patterns, annual leave, planned absences etc.
• Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience.
• Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
• Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner.
• When supporting the running of North Walsham reception, assisting with opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.
• Researching appropriate websites to gather information around equipment used for the service. This includes downloading and circulating documents, as requested.
• Where required, work as a team with a group of staff on a daily basis.
• Identify and report areas within working processes and procedures that could improve service delivery.

2 To maintain schedules and diaries, organise and service meetings and clinics, which may involve travel to and from other venues. This will include resolving appointment conflicts, issuing meeting invitations, formulating agendas, distributing papers, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors and taking formal minutes or notes at meetings.

3 Using SystmOne templates to type Neuro-Physiotherapy clinic letters, therapy appointment letters, and sending Physiotherapy exercises to patients via mail.

4 When supporting the running of North Walsham reception, assisting with undertaking receptionist/telephonist duties, be a point of contact for internal and external callers and visitors, accepting deliveries, re-directing callers and service users, where appropriate, and providing information or answering questions on routine matters and ensuring that accurate messages are passed on in a timely manner.

5 To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients’ fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person on a timely manner.

6 To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning/authorising and receipting goods and services on the NHS procurement system, and carrying out research into goods and services as directed.

Adding Therapy bank shifts to HealthRoster as directed by Therapy Clinical Leads. Scanning referrals, which may be urgent, liaising with health professionals to correctly process the referrals.

8 To contribute to the smooth running of the North Community Admin shared inbox, categorising emails as appropriate and ensuring that enquiries are dealt with in a timely manner.

9 Supporting with formatting of Duty of Candour letters to be sent out to patients, including checking the letters for grammatical errors.

10 Be point of contact for Therapy staff to provide information on Trust’s processes, i.e. HR, Mileage claims and answer general queries to assist staff, especially new starters.

11 To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/ site manager informed at all times.

12 To implement policies for own work area and propose changes, as necessary and demonstrating required duties to new starters. To monitor and report sickness absence and annual leave and add staff annual leave to SystmOne once approved on HealthRoster.

13 Provide cover in other departments as required, during periods of absence, as directed by the Admin Team Leader or Supervisor. This may require travel to other sites.

14 It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.

15 To attend relevant meetings, when required. These may be virtual or in person. This may require travelling to other sites.

Person specification

Qualifications

• Numerate and literate, with Maths and English GCSE (Level 4/Grade C or above), or equivalent
• NVQ Level 3 in Business Administration, or equivalent experience

Experience

• Proven administration experience in a busy office environment
• Proven experience of working as part of a team
• Proven ability to organise and service meetings
• Proven IT skills

• Knowledge of NHS ordering systems
• Knowledge of SystmOne
• Knowledge of NHS

Skills, Abilities and Knowledge

• Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook
• Excellent organisational and communications skills
• Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
• Articulate, calm, polite and well-motivated with a positive attitude to customer care

• Planning skills
• Customer care skills
• Enhanced IT skills

Personal Attributes/Behaviours

• Enthusiastic and motivated
• Committed to providing the best possible service to patients
• Tact and diplomacy
• Team player

Other

• Flexible attitude and approach to work to meet the needs of the service
• Able to make own transport arrangements to meet the needs of the service
• Willingness to cover in other geographical locations

Communication

• • Effective communication and listening skills, in both written and English language.

All sites are Smoke Free.

If you are an applicant from outside the UK and do not already hold a self-gained right to work, we recommend you check the Home Office eligibility requirements before making an application.

Please note: Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.

Redeployment - Please note that in the first instance priority for this vacancy will be given to NCH&C staff who are on the Trusts Redeployment Register.

However if you are registered with the update service this may not be required.

Closing and Interview Dates -This vacancy may close early if sufficient applicants are received.

Data Protection - A privacy notice detailing how we will handle your data is attached to this advert as a document. Your application will be transferred to our recruitment management system (Trac) once the advert has closed and you will receive notification then detailing how Trac will handle your data.

Both have a strong track record, with the highest ratings from the Care Quality Commission, best in class NHS staff survey outcomes, and a decade of experience in innovation and clinical development.

The group model provides health and care services to a population of 3.2 million in their homes and neighbourhoods. We provide care that supports people from the very beginning to the very end of their lives.

We will remain two separate employers until further notice, and this role being advertised will be employed by Norfolk Community Health and Care NHS Trust.