Band 3 Clinical Services Administrator - 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 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.  This is in a beautiful setting on the outskirts of the market town of Devizes. 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, quizzes and a creativity competition along with social activities.

We will consider applications for part time 30 hours per week as well as full time.

Main duties of the job

You will be the first point of contact for clients who self-refer into the service which is  by both telephone and online. 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 appointment letters and ensuring that they are sent out in a timely manner, 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.

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, including: • Therapy Staff. • Services Users and Carers.  • Health and Social Care teams.  • Third sector/voluntary agencies.

Utilise written and verbal communication skills to connect with a wide range of people, 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.

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, 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.

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.

Supporting the induction of new staff members as required.

Take and distribute formal minutes as necessary.

Clerical duties including photocopying and scanning.

Provide cover for colleagues when and where necessary.

Plan 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.