Band 3 Clinical Services Administrator - Green Lane Hospital, Devizes

Job overview

The Wiltshire Talking Therapies service offers psychological therapy and support to residents of Wiltshire who may be experiencing common mental health conditions such as depression, anxiety and phobias etc.

This post offers an excellent opportunity for an enthusiastic, organised Administrator who is competent with IT systems, a confident communicator and is keen to become an integral part of our fast paced friendly team. You will be committed to providing excellent administrative support to the Talking Therapies team to ensure the smooth running of this important service.  You will be provided with regular opportunities for supervision and training.

The successful applicant will be based at Green Lane Hospital with some opportunities to also work from home after the induction period. Free parking is available on site.

We are a friendly and supportive team with a strong focus on staff wellbeing.  We often run fun activities such as a recent walking challenge and a creativity competition as well as social events.

Main duties of the job

You will be the first point of contact for service users who self-refer into the service which is mainly by telephone. The role involves managing appointments to include recording of details on the electronic patient management system (IAPTus). The role also involves managing elements of administration and data for the team including collating and sending out appointment letters, responding to emails, voicemails and telephone enquiries and carrying out other general office tasks.

In this role you will require excellent communication and IT skills as well as having an exemplary telephone manner. You also need to be an excellent team player with the initiative to work on your own and the ability to prioritise. Strong personal resilience is essential. You may occasionally be required to support the admin teams of the Swindon and B&NES Talking Therapies services, but this would be remotely from home or from the Green Lane Hospital site.

This a fixed term contract until 31st March.  There is some flexibility around the exact working pattern and this can be discussed at interview.

Detailed job description and main responsibilities

Wiltshire Talking Therapies is a supportive and friendly team and full training and support is readily available, however in applying for this role you should be confident that you possess strong personal resilience. This is  due to the nature and volume of calls received, there is an element of pressure as well as occasionally some difficult conversations.

• Liaise with a wide range of stakeholders, both internal to the organisation and external
• 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
• Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information.
• 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 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, etc.
• Escalating issues to the Lead Clinical Services Administrator as appropriate
• Arrange meetings and appointments for members of the team including the scheduling of room bookings.
• 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 IAPTus system.
• 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 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.
• 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.