Band 3 CIOT - Clinical Services Administrator- Campbell House

Job overview

You would be perfect for this post if you are seeking to become a crucial part of a very busy administrative service within CAMHS. You will play a vital part in supporting the clinical team in the Intensive Outreach Team (CIOT) in their provision of urgent hospital assessments to young people experiencing mental health issues.

Please get in touch if you would like to become a team administrator joining our amazing CAMHS Intensive Outreach Team based in Campbell House, Bristol.

Main duties of the job

The post holder will be highly motivated, flexible and multi-skilled with excellent organisational skills. They will possess a working knowledge of all Microsoft Office systems including Word and Excel.

The post holder will work alongside 4 other administration staff and a lead administrator. Responsibilities will include:

1. Taking phone calls
2. Uploading information
3. Liaising with service users
4. Typing letters
5. Taking minutes
6. Other administrative processes

They will need to be able to work within a team effectively and share work streams where appropriate.

To provide comprehensive administration and secretarial support to the team including named medical staff and the system-wide multi-disciplinary team. This will include being the first point of contact for the team and will involve duties such as receiving initial enquiries, finding the best solutions and completing tasks appropriately.

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.

AWP is committed to support and create a positive research and evidence-based environment and culture, which can have a beneficial impact on everyone who works for the organisation and the care we provide to those who use our services.

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.

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:

1. Consultant Clinic Appointments
2. Tribunals
3. Room Bookings
4. 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

Essential criteria

• Demonstrate clear understanding of principles of confidentiality
• Ability to work well in a team
• NHS administrative experience
• Good IT skills Word, Excel, PowerPoint, Internet
• RSA 3 Word Processing (or equivalent level of expertise) NVQ3/QCF in administration or equivalent level of knowledge and experience
• Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
• Experience of working as part of a team
• Experience of general office routine and filing systems
• Excellent communication skills, both verbal and written
• Ability to take and convey clear messages
• Ability to work under some pressure
• Ability to work without direct supervision
• Plan and prioritise own workload
• Advanced Typing skills
• Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.

Desirable criteria

• Experience of working in health or social care setting

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.

Click here to view our applicant guidance.

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.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

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

• CIOT Band 3 Clinical Services Administrator (PDF, 432.4KB)
• CIOT Band 3 Person Specification (PDF, 336.6KB)
• Inclusive Top 50 UK Employers List (PDF, 78.9KB)
• Financial Support & Discounts (PDF, 919.6KB)
• Value of the NHS Pension Scheme (PDF, 279.0KB)