Executive, Clinical Administration

This role is 3-4 days a week between Mondays to Fridays. Schedule will be confirmed during interview.

Purpose of Job:

• To provide administrative work and support for clinical and counselling services and programmes.

1. Key responsibility areas

Provide front-end client support:

• Manage and respond to enquiries from the public and clients relating to the clinical and counselling services and programmes at front desk, and via emails and telephone calls. Retrieve telephone voicemails.
• Coordinate the scheduling of counselling sessions and the booking of counselling rooms between counsellors and clients.
• Attend to clients when they arrive at the centre and inform Clinicians of their clients’ arrival.
• For new clients who come for their first session, create contact in CMS, send the survey form and feedback form to them.
• Assist clients with the filling of various client forms (e.g., Client Commitment Form).

Provide back-end client support:

• Update and maintain the case registry (replaced by CMS) for counselling clients.
• Update new client information and upload necessary documents into CMS, especially for new clients’ first session.
• Maintain clients’ information in CMS regularly.
• For NCSS & MBH new clients, after the Admin Manager has done the allocation and scheduled the appointments, update the allocation listing and Clinicians’ calendar, and send confirmation email to the clients and carbon-copy to Admin Manager and Clinicians.
• Provide information to and liaise with clients on subsidy matters.
• Assist clients on the rescheduling of appointment via calls or emails when necessary or when Clinicians are unavailable.
• Provide necessary statistics requested by Executive Director/Clinical Director.
• Manage the safe-keeping, storage, and retrieval of counselling case files/Counselling documents (CMS).
• Maintain the availability of counselling and/or client forms.
• Check, update, maintain and arrange case closure case files/CMS.
• Send SMS reminders to both new and existing clients on Commzgate.
• Update, maintain and ensure the accuracy of Clinicians PES_OM.
• Provide accurate and timely quarterly/half yearly submissions of outcome indicators to NCSS via the EPES.
• Update and maintain the counselling session and room booking schedules to facilitate the scheduling of clients.
• Conduct booking and setting up of rooms at the centre for counselling sessions, meetings, programmes, training workshops, clinical supervisions, etc.
• Maintain the tidiness and cleanliness of the counselling rooms and replenish stationery and necessities as needed.
• Manage in-coming mails of the centre.

Conduct finance administration:

• Manage financial and payment matters (update sales receipt on QuickBook) relating to counselling clients.
• For NETS payments, ensure all NETS receipts and settlements are properly pasted on A4 paper and photocopied before submission to Finance.
• Work with the Finance Executive and/or Finance Manager to ensure the proper handover of all payment and donation received.
• Issue official receipts and maintain proper documentation for payment received.
• Ensure proper handling of donation boxes.

Provide administrative and secretarial support:

• Manage and update services, programmes, workshops, and events on notice boards and public areas at the centre.
• Assist with the procurement, requisition, and/or purchase of items relating to the clinical and counselling services and programmes.
• Manage the purchase and sales and/or maintain an inventory for counselling and client resources (e.g., books, CDs).
• Manage IT matters relating to the clinical and counselling services.
• Perform any other duties as assigned by the Clinical Director.

2. Requirements

Experience:

• At least 2 years of administrative work experience is preferable.

Qualifications:

• Must possess 'A' or 'O' level.

Other Requirements:

• Good communication and client orientation for front ending with clients.
• Good interpersonal skills and emotional quotient for first line of communication.
• Act as brand ambassadors of the Shan You brand with clients.

3. Competencies

Professional Mastery:

• Display a basic understanding of functional theories, concepts and methodologies required to deliver results on the job.
• Undertake basic or routine tasks under supervision and technical direction.
• Adhere to project and quality standards within own scope of work.
• Make requirements and needs clear.

Commit to Social Vision:

• Align to social work values and ethics.
• Act consistently according to social work values and share honest information/comments about the situation even when the message may not be especially welcomed.
• Adhere to code of conduct, business practices and standards, and professional/statutory requirements.

Build Collaborative Networks:

• Build and sustain collaborative working relationship with team members/key social service partners.
• Cooperate with team members/key social service partners to deliver social service outcomes.
• Respect the views and opinions of others to maintain smooth working relationships.

Attuned to Clients' Interest:

• Take personal responsibility in helping clients address short-term needs.
• Possess cultural understanding and social sensitivity.

Decision Making:

• Make timely decisions based on available information and evaluation of available alternatives, resources and consequences within own scope of work, and consult others if appropriate.
• Generate solutions for familiar problems in own scope of work in a timely manner, based on a thorough analysis of the facts and root causes of the problem.

Evaluate and energise self:

• Understand self, personal values, beliefs and the way these impact the working relationship with clients.
• Understand personal strengths and apply them skilfully.
• Understand limits and when to seek help.
• Engage in self-care and active learning.