Job summary
Please note this post is internal to North Cheshire and Mersey employees.
The Administrator will provide administrative support to the Drive Ability North West (DANW) service, ensuring the smooth day-to-day running of the departments administrative processes. This varied and busy role is central to the service, acting as a key point of contact for patients, carers, colleagues, partner agencies and stakeholders.
The successful candidate will communicate professionally and confidently with a wide range of people, including those who may have communication difficulties. They will answer telephone calls, respond to enquiries in person, telephone and by email, and take appropriate action or redirect queries where necessary. Reception cover will be part of the role, as required, by the service.
Accuracy and organisation are essential. The post holder will undertake data entry, maintain electronic and paper records, prepare and produce documents, and ensure information is kept correct and up to date in line with Trust policy. They will also be responsible for arranging and booking Blue Badge assessment clinics, helping the service to make the best use of available appointments.
The role requires confident use of DANW and Warrington Council IT systems, including email, to receive and pass on information efficiently. The post holder will work closely with the Operational Manager, Team Lead, Clinicians and the Administrator staff, contributing to the smooth running of assessment services.
Main duties of the job
The post holder will provide comprehensive administrative support and will act as the first point of contact for all patient and carer enquiries. They will deal with telephone and face-to-face enquiries efficiently and professionally, taking action or redirecting calls as appropriate and will liaise with internal and external services and partner agencies as directed.
Central to the role is maintaining the patient booking system. This includes entering referrals onto the database, preparing and arranging appointments, sending appointment letters, and ensuring all clerical work is completed in a prompt and accurate manner. The post holder will keep the DANW diary and Blue Badge clinics booked to full capacity in line with the agreed processes. They will cancel and rebook patients, when necessary and will maintain and update waiting lists and clinical diaries as requested.
Record keeping is a key responsibility. The post holder will ensure all electronic and paper records are accurate and up to date, file general documentation and clinical records correctly, manage photocopying, filing and archiving in line with Trust policy. They will also contribute to departmental audit activity and collect data and statistics for staff and managers.
Please see Full Job Description attached.
About us
Flexible working will be considered for all roles.
North Cheshire and Mersey NHS Foundation Trust (NCM) serves more than one million residents across the Halton and Warrington boroughs and the wider North West region.
Bringing together community and out-of-hospital services (formerly provided by Bridgewater Community Healthcare) with inpatient and elective care (formerly Warrington and Halton Teaching Hospitals) we provide services at two hospital sites and more than 70 community hubs and facilities.
Our mission, vision and values are at the heart of North Cheshire and Mersey NHS Foundation Trust (NCM).
They underpin everything we do and everything we aspire to be as an organisation.
Our mission
We will be exceptional for our patients, our communities and each other
Our vision
We will be a great organisation providing excellent healthcare and opportunities to work and learn
Our values
- Kind: We are caring, supportive and respectful to everyone
- Open: We are honest, transparent and open to new ways of working
- Fair: We listen, value our differences and are inclusive to all
- One team: We work well together and with our communities
Job description
Job responsibilities
The post holder will provide an effective and efficient administrative support service to the Drive Ability North West (DANW) Team Lead and assessment team, ensuring the smooth day-to-day running of administrative processes.
Duties will include communicating professionally and effectively with staff, patients and other departments; answering telephone calls and responding to enquiries; undertaking accurate data entry and maintaining records; preparing and producing documents; providing reception cover as required; and arranging and booking Blue Badge assessment clinics.
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Duties and Responsibilities
The following are an example of the duties the post holder many undertake. Training and support will be provided:
- Provide a comprehensive administration support service to include typing of a range of documents
- Receives and deals with telephone calls for the department and taking appropriate action when necessary
- To act as first point of contact for all patient and carer enquiries, responding to telephone and face to face enquiries in an efficient, tactful and professional manner, redirecting calls, taking action as appropriate.
- Liaising with internal and external services and partner agencies when necessary as directed
- To have excellent communication skills and the confidence and skills to talk to people who may have communication difficulties
- Ensure that all departmental electronic and paper records are correct and up to date, including accurate filing of general documentation and results if (clinical based)
- Opening, sorting, distribution and dispatch of post
- Use of all DANW systems, Trust information and computer systems for day-to-day processes e.g. e-mails to receive and pass on information.
- Deal with enquiries from clients, relatives and other health professionals in a courteous and professional manner
- To carry out general office duties where required, maintaining a tidy office environment
- Maintain and update waiting lists
- The maintenance of the patient booking system to include the preparation and arrangement of appointments, including inputting of referrals onto the database and sending appointment letters, ensuring all clerical work is dealt with in a timely manner
- Ensure DANW diary and Blue Badge clinics booked to full capacity as per the agreed template. Make suggestions as to any modification to ensure smooth running of clinic based on demand.
- Cancelling and re-booking patients who have had to be cancelled, due to, for example, sickness of clinician
- Collect relevant data / statistics as requested by staff/managers
To carry out case note audits
To contribute to departments audit activity
- To accept deliveries and ensure these are dealt with promptly;
- To maintain an effective photocopying, filing and archiving system including records management in line with Trust policy
Person Specification
Experience
Essential
- Evidence of ability to effectively complete tasks
Redundancy
Essential
- Have you previously left employment with an NHS organisation under a redundancy arrangement, whether compulsory or voluntary, or as part of the MARS Scheme which resulted in a redundancy payment?
Specific Job Requirements
Essential
- Good communication skills both written and verbal
- Telephone skills
- Customer Care skills
- Experience of working as part of a team
- Ability to prioritise workload to meet deadlines
- Understanding and respect confidentiality in the workplace
Desirable
- Awareness of communication difficulties and how to adapt own communication as appropriate
Skills & Knowledge
Essential
- Knowledge and understanding of confidentiality
- Working knowledge of Microsoft Office packages including Outlook, Excel and Word
Other
Essential
- The ability to occasionally work flexibly in accordance with service needs
Qualifications
Essential
- 4 GCSEs at grade C or above to include Maths and English or Key Skills equivalent qualification.
Right to Work / Relationships
Essential
- Do you currently have the unrestricted right to work in the UK?
- If appointed, will you require sponsorship under a UK work visa route (now or in the future)?
- Please note that sponsorship is not available for all roles. Sponsorship will only be considered where the post meets the relevant UK immigration requirements and where the organisation determines that sponsorship is appropriate for the role.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
North Cheshire and Mersey NHS Foundation Trust (BCH)
Address
Drive Ability North West
193 Newton Road
St Helens
Merseyside
WA9 2JR
United Kingdom
Employer's website
Administrator in St Helens employer: BCH
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