Band 3 Clinical Services Administrator - Swindon

Avon and Wiltshire Mental Health Partnership NHS Trust; Swindon; On-site; GBP 20,000 - 30,000

Job description

Job overview

Please note - this vacancy is not eligible for a sponsorship.

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, ward or department 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 systems including 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 (RiO).

The post holder will need to meet deadlines, collate data and maintain standards relating to administrative processes.

They will need to be able to 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 and they are accountable for their own actions - manager is available for reference but generally, they will manage their own workload.

Main duties of the job

This is an office based role in Swindon, Wiltshire.

1. Liaise with a wide range of stakeholders.
2. Utilise strong written and verbal communication skills.
3. Handle sensitive information appropriately.
4. Compassionately managing contact with distressed service users.
5. Exercising judgement when dealing with enquiries and escalating where necessary.
6. Arranging meetings and appointments and negotiating diary conflicts.
7. Inputting accurate and up to date patient data onto the RiO system.
8. Maintaining efficient and effective filing systems.
9. Taking and distributing formal minutes as necessary.
10. Clerical duties, including photocopying and scanning.
11. Providing cover for colleagues when and where necessary.
12. Managing own workload and prioritising conflicting demands.
13. There may be a requirement to provide supervision to support administrators or apprentice posts.
14. Other tasks which are commensurate with the broad purpose and banding of the post.

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

1. 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.

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. The provision of and updating of patient notes, collation of information for transfer of care etc. This may include sensitive information.

Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective. Facilitating the administration processes for Team meetings etc.

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 diary appointments 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, negotiating diary conflicts and competing priorities as appropriate. Including the scheduling of:

• Consultant Clinic Appointments.
• Tribunals.
• Room Bookings.
• Other bookings as required.

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 cash float/handling.

Supporting the induction of new staff members as required.

Produce confidential correspondence and reports on a frequent basis.

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.

Other tasks which are commensurate with the broad purpose and banding of the post.

Person specification

Shortlisting

Essential criteria

• NVQ 3 qualification or relevant experience in administrative systems and office procedures
• Evidence of working well in a team
• Ability to show initiative and work proactively with minimal supervision
• Ability to prioritise and manage workload independently, particularly conflicting demands
• Excellent written and verbal communication skills
• Strong IT Skills, including knowledge of Microsoft Office systems
• Empathy for individuals who have experienced mental health problems

Desirable criteria

• Administration experience in a health/social care setting
• Ability to cope with behaviour which may be challenging at times

We are proud to be fostering a diverse workforce that reflects our communities. A key commitment to this is improving staff representation from Black, Asian and Minority Ethnic communities, those from the LGBTQ+ communities, people with 'lived-experience' of mental health conditions and people living with disabilities,- we are a 'Disability Confident Employer' offering a guaranteed interview to Disabled applicants who meet the essential criteria. 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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Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

Documents to download

• Clinical Services Administrator (PDF, 493.4KB)
• Inclusive Top 50 UK Employers List (PDF, 78.9KB)
• Financial Support & Discounts (PDF, 919.6KB)
• Value of the NHS Pension Scheme (PDF, 279.0KB)