Clinical Services Administrator
Job summary
Are you an experienced, motivated administrator looking for a new challenge? Are you approachable, friendly and compassionate with enthusiasm for developing new skills? If this describes you, then this could be the job opportunity you are looking for.
This post will be supporting the STEPs Physical Health Service which is currently being developed and rolled out. Due to the nature of this service there may be some travel involved to other trust locations depending on the need of the service therefore a full UK driving licence is an essential criteria for this post.
You will be the first point of contact for the physical health pathway. You will require excellent communication and IT skills coupled with exemplary telephone manner. You need to be an excellent team player with the initiative to work on your own and the ability to prioritise.
You will have a degree of resilience and be able to work well under pressure, though full support is given through supervision.
Previous administrative experience and good working knowledge of all Microsoft Office packages is essential.
You will have empathy and compassion for people who experience mental health issues.
If you are someone who is able to work well under pressure, while remaining calm in challenging situations, we would like to hear from you.
Main duties of the job
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.
There may be a requirement to provide supervision to support administrators or apprentice posts.
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 manager their own workload.
About us
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.
Date posted
21 January 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,071 to £25,674 a year
Contract
Permanent
Working pattern
Full-time, Part-time, Job share, Flexible working
Reference number
342-SS004-0125
Job locations
Blackberry Hill Hospital
Bristol
BS16 2EW
Job description
Job 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
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.
Job 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
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
Education and Qualification
Essential
- NVQ 3 in Business Administration or similar relevant qualification
- Equivalent competence acquired by experience and willingness to undertake NVQ 3 Business Administration qualification
Experience and Knowledge
Essential
- Experience of working within a team
- Able to organise and maintain a busy office
- Experience of administrative systems and office procedures.
Desirable
- Experience of administration in a clinical setting
- Experience in activities such as answering queries, progress chasing, task-related problem solving
- Experience of supporting senior staff
Skills and Abilities
Essential
- Good IT Skills - competent in Word, Excel, Powerpoint
- Excellent communication skills, both verbal and written
- Ability to work under some pressure
- Ability to work without direct supervision
- Plan and prioritise own workload
Desirable
- Diary Management
Other Requirements
Essential
- Empathy for individuals who have experienced mental health problems s and ability to cope with behaviour which may be challenging at times
Desirable
- Experience of coping with behaviour which may be challenging at times
Education and Qualification
Essential
- NVQ 3 in Business Administration or similar relevant qualification
- Equivalent competence acquired by experience and willingness to undertake NVQ 3 Business Administration qualification
Experience and Knowledge
Essential
- Experience of working within a team
- Able to organise and maintain a busy office
- Experience of administrative systems and office procedures.
Desirable
- Experience of administration in a clinical setting
- Experience in activities such as answering queries, progress chasing, task-related problem solving
- Experience of supporting senior staff
Skills and Abilities
Essential
- Good IT Skills - competent in Word, Excel, Powerpoint
- Excellent communication skills, both verbal and written
- Ability to work under some pressure
- Ability to work without direct supervision
- Plan and prioritise own workload
Desirable
- Diary Management
Other Requirements
Essential
- Empathy for individuals who have experienced mental health problems s and ability to cope with behaviour which may be challenging at times
Desirable
- Experience of coping with behaviour which may be challenging at times
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Avon & Wiltshire Mental Health Partnership NHS Trust
Address
Blackberry Hill Hospital
Bristol
BS16 2EW
Employer's website
http://www.awp.nhs.uk/about-us/working-for-us/ (Opens in a new tab)
Employer details
Employer name
Avon & Wiltshire Mental Health Partnership NHS Trust
Address
Blackberry Hill Hospital
Bristol
BS16 2EW
Employer's website
http://www.awp.nhs.uk/about-us/working-for-us/ (Opens in a new tab)
For questions about the job, contact:
Clinical Services Lead Administrator
Emma Rea
01173546920
Date posted
21 January 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,071 to £25,674 a year
Contract
Permanent
Working pattern
Full-time, Part-time, Job share, Flexible working
Reference number
342-SS004-0125
Job locations
Blackberry Hill Hospital
Bristol
BS16 2EW
Supporting documents
Please view the full job description on NHS Jobs for attached documents.
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