Band 3 Clinical Services Administrator - Swindon

Job overview

We are looking for an experienced administrator to become part of the Swindon Talking Therapies Administration Team.

We are a friendly team and we are looking for someone who enjoys keeping busy, and is able to work well within a small team in a shared office space.  Working hours are Monday to Friday, 9 to 5, from our base in Old Town Surgery, Swindon. There will be occasions where you will be required to provide cover and work across the BaNES and Wiltshire services, this will be remote working from Swindon.  The post is office based, but there may be some opportunity for working from home.

There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills and able to use initiative within the team setting. You should have good working knowledge of all Microsoft Office systems including  Outlook and Excel. As well as being an excellent team player with good communication skills and the ability to prioritise, you should have a good understanding of information governance.  Strong personal resilience is essential  as well as an eye for detail and high level of accuracy. This role involves covering reception and telephone based work, therefore the post holder needs to have excellent telephone and English language skills.

Main duties of the job

• Be first point of contact for clients accessing the service via telephone and online form.
• General reception duties.
• Take and record accurate patient information with an eye for detail.
• Obtain patient information from the data base, and work with that      data via Excel.
• Book and re-arrange appointments.
• Manage electronic bookings.
• Monitor and action the service mailbox.
• Collate clinical letters and manage post in and out of the service.

Right to Work in the UK This 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.

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.
• Manage waiting lists, book appointments as space becomes available, send electronic booking links.
• Process online self-referrals and send electronic booking links.
• Negotiate diary conflicts and competing priorities.
• Exchange verbal and written information with patients, staff and carers relating to appointments and meetings etc.
• Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This will include  sensitive information.
• The provision of and updating of patient notes, collation of information.
• Maintain an accurate appointment system for all practitioners within the Talking Therapies Team.
• Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
• Facilitate the administration processes for the Team meeting.
• Receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
• 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.
• Escalate issues to the Lead Clinical Services Administrator as appropriate.