Administrator in Winwick

Provide a comprehensive and high-quality administrative support service undertaking a wide range of administrative tasks, including personal responsibility for a number of delegated tasks. The role will support a range of complex and sensitive administrative functions to ensure the effective and timely access to information for the storage and sharing of information. The post holder will act as the first point of contact for patients, service users and health professionals. Maintain databases and provide reports on the data required. Develop and maintain excellent working relationships with partner agencies.

Main duties of the job:

• Provide high-quality administrative support to the Mental Health Support Service teams within the Community Care Division and as part of the CYP Administrative Hub, contributing to the safe, efficient and compassionate delivery of care.
• Act as a first point of contact for families and professionals, providing a compassionate and professional response.
• Manage all incoming & outgoing calls, mail and emails into the service and redirect messages to the relevant person in a timely manner, whilst providing professional and compassionate communication.
• Manage and process all service referrals in line with MHST pathways and processes.
• Support with clinical documentation processing for sending out patient letters, care plans and supporting documents.
• Maintain accurate and timely electronic patient records, ensuring high standards of confidentiality and data quality.
• Support clinicians and managers with meetings, preparing agendas, minute taking and general service administration.
• Provide comprehensive cross cover within the MHST admin team to ensure smooth service delivery at all times.
• Provide training and shadowing to all new starters into the MHST admin team.
• Provide administrative support to clinicians, clinical managers and Admin Team Leader when required.
• Work collaboratively with multidisciplinary colleagues, the wider administrative hub and partner agencies to support smooth service delivery.

Job responsibilities:

• Act as a point of contact, receive and direct patients and visitors on arrival, providing reception services for patients, carers, staff, public, internal, and external customers.
• Sort and prioritise incoming queries in line with the written guidance.
• Respond to all telephone, e-mail and general enquiries ensuring that appropriate messages are emailed, or action is taken, escalating enquiries as and when required.
• Provide demographic details of cases when requested.
• Liaise with colleagues at all levels both within the team and across other agencies and in other organisations to request and compile health information in a timely manner.
• Responsibility for arranging clinics, booking appointments and associated data entry including the retrieval and maintenance of electronic patient records.
• Responsibility of creating new records and discharging records on the electronic records system.
• Ensuring the maintenance of the referral pathway process following Service procedures including liaison with other agencies and seeking consent as necessary.
• Input patient sensitive/confidential information onto patient administration system ensuring accuracy, updating information as appropriate.
• Record accurate and timely contact notes with patients on electronic record in line with Trust record keeping policy.
• The post holder will propose any necessary changes of local protocols to aid service improvement, and to ensure that all standard operating procedures and guidance documents are kept up to date.
• Maintain appropriate supplies for the team, being responsible for all necessary ordering of supplies/ equipment.
• Produce statistics, documents and reports using various computerised systems as appropriate for example data relating to key performance indicators.
• To highlight any operational concerns regarding administrative systems so that they can be reviewed.
• Work closely with clinical and operational teams to ensure that rotas are up to date and shared with the appropriate person.
• Participate in all necessary mandatory and targeted training to update skills and knowledge.
• Maintain comprehensive electronic health records as per standard operating procedures.
• Deal with all communications/correspondence confidentially as per Information Governance Policy and information sharing guidance.
• Supervision of other administrative support staff.
• To ensure the creation of new clinical records.
• Facilitating and contributing to meetings including booking meeting rooms, arranging refreshments, taking, and circulating notes and agendas as necessary.
• Support diary management as required.
• To work with others to plan ahead and manage diary commitments ensuring equal balance and best use of time for meeting commitments.
• To participate and be engaged in service improvement initiatives/ activities to enhance quality of patient care.
• The post holder shall as necessary, provide cover for and undertake duties of absent colleagues.
• The post holder shall follow all the policies and procedures of the organisation.

Person Specification:

• QUALIFICATIONS: NVQ Level 3 in Business Administration or equivalent, Educated to GCSE standard or equivalent, OCR or equivalent Customer Service Qualification.
• SKILLS: Keyboard / Word Processing / Data Input, Good organisational and interpersonal skills, Ability and willingness to travel across the Trust.
• KNOWLEDGE / EXPERIENCE: IT literate, Proven experience of word processing, spreadsheet, and email software, Experience of using patient administration systems, Effective communication and interpersonal skills including telephone skills and face to face Communication, Experience of general administration office skills - filing, photocopying, faxing, note taking, Experience of working to conflicting demands and work effectively within teams, Ability to work in a confidential and sensitive manner, Ability to plan, prioritise and schedule own work, Ability to work without supervision, Able to work flexibly in accordance with service needs, Ability to develop databases, Computerised information systems, Demonstrable knowledge of supervising other secretarial/administrative staff.
• VALUES: Continuous improvement - committed to making improvements to our services for the benefit of all, Accountability - taking ownership to anticipate, develop and deliver high quality care, Respect - how we treat others in an inclusive and supportive way, Enthusiasm - demonstrate our passion and pride for what we do and how we do it, Support - actively supporting others with compassion and courage.

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.