Band 3 Clinical Services Administrator - Windmill House

Job overview

We are looking for a highly motivated and enthusiastic Clinical Services Administrator to join our Later Life Services admin team based at Access Services, Long Fox Unit, Weston-super-Mare.

Applicants should be effective communicators, as the role will involve referrals, liaising with nurses, medics, GPs, service users, their families, and advocates.  You should have excellent administration and organisational skills, possess a good working knowledge of all Microsoft Office systems, and be willing to undertake training in order to use other software packages, including our electronic patient record system.

You will be working as part of a busy administrative team within the Service and will need to be able to prioritise and organise your own workload, as well as sharing admin work streams, to ensure effective and efficient support to the clinical teams.  The role is varied, and requires the successful candidates to be able to adapt to constant changes in workload, to meet demand and deadlines.

We are able to offer you training opportunities.

If you are someone who is able to work well under pressure, while remaining calm in challenging situations, who has a positive and friendly nature, and an interest in working for mental health services, this could be the job opportunity for you.

Main duties of the job

As one of the administrators in a busy team, you will need to have excellent communication skills and a wide range of administrative skills

The role will involve routine and non-routine tasks, including telephone call handling, communication with a wide range of people, including services users, carers, GPs and other clinical staff; typing patient related correspondence/emails; inputting accurate and up to date patient data on electronic patient system; arranging, attending and taking minutes of meetings, creating and sending client letters on behalf of medics.

There are a wide range of electronic systems used with AWP so an aptitude for processes would an advantage.

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 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 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.