Band 3 Clinical Services Administrator - Swindon, Swindon Village

Job overview

Right to Work in the UKThis position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the legal right to work in the UK at the time of application, as the organisation is unable to support sponsorship for this post.

You would be the initial point of contact for stakeholders'access to the service. Stakeholders include, other professionals, service users, family, and carers.

You will be required to ensure accurate records are added appropriately to the systems we use, including electronic patient records. You will be based within a busy inpatient mental health ward in a multidisciplinary team.

You will be a part of the wider administrative team across the locality/work stream.

You would be able to manage your workload with an ability to prioritise work and adapt to the constant changes in workload and capacity.

Main duties of the job

You will be an effective communicator with a wide range of administrative skills.

You will be part of the team managing routine, and non-routine tasks which will include telephone call handling, typing patient related correspondence, arranging of meetings with a wider range of stakeholders and ensuring that minutes are taken accurately, inputting of data accurately onto various systems, including Microsoft office tools, and electronic patient records.

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.

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 and meetings etc.

Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.

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 empathic 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 Clinical Services Lead Administrator as appropriate.

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 and Connecting Care system.

The post holder will order stationery and other necessary items for the team via the procurement system.

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.

Provide cover for colleagues when and where necessary.

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

Education and qualification

Essential criteria

• NVQ 3 qualification or relevant experience in administrative systems and office procedures
• full clean driving licence

Desirable criteria

• Administration experience in a health/social care setting

Skills

Essential criteria

• Good IT Skills - competent in Word, Excel, Outlook
• Excellent communication skills, both verbal and written
• Ability to work without direct supervision; Plan and prioritise own workload

Desirable criteria

• Diary management

Experience

Essential criteria

• Evidence of working well in a team

Desirable criteria

• Empathy for individuals who have experienced mental health problems

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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