Senior Team Administrator

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Job summary

The post holder will be responsible for clerical/reception duties within the Community Living Well Service. You will be expected to have an excellent telephone manner and to be courteous and kind to patients and other staff at all times. In addition, you will assist in the reception of patients to the service and ensure that they are comfortable, welcomed accordingly and dealt with by the relevant staff.

A principal role of the post is to maintain the administrative systems relating a patients appointment. To be responsible for the management of all IAPT systems and patient medical files, ensuring that all records are accurately maintained, correctly tracked and available for Service Managers and the Admin Lead.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

Main duties of the job

Main tasks and responsibilities

• Patient/customer care (both direct and indirect)
• Ensure a high standard of customer service is provided to patients and visitors at all times.
• To cover reception, assist with appointment booking ensuring that correct metrics are recorded for waiting time pathways.
• Answer telephone queries and help with patient/GP/key worker enquiries.
• Liaise with the clinical team to book appointments and send out appointments/maps where appropriate.
• To register new patients onto the IAPT system and contact them for appointments.
• Provide clerical support as required to the unit.
• To cover external NHS invoices when necessary.
• Check that the reception/clinical areas are clean and tidy and maintain a safe, pleasant environment for patients, visitors and staff.
• Service hours are Monday to Thursday from 8am to 8pm and Friday 8am to 5pm

Communication

• To inform patients if there is a known delay to their appointment.
• Ensure telephone enquiries are dealt with appropriately.
• Send letters and reports to referring other services if necessary.
• Respect the privacy and dignity of patients whilst carrying out duties.
• When maintenance work is required in the unit, to liaise with the estates department to log the request and follow up if the job is not undertaken within 24 hours.

About us

CNWL (Central and North West London NHS Foundation Trust) has almost 7,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.

Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.

We are recognised locally, nationally and internationally for providing high quality, innovative healthcare.

Working for CNWL provides you with many development and training opportunities to further your career. We also have a generous annual leave allowance and a generous NHS pension. We offer a relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. See attached Staff Reward and Wellbeing Handbook detailing our benefits, discounts and wellbeing initiatives for staff.

Job description

Job responsibilities

ESSENTIAL DESIRABLE EDUCATION & QUALIFICAITONS

• Relevant Computer courses
• Relevant NVQ Level 3 education/equivalent experience
• All staff are expected to take responsibility for their own continual personal and professional development
• Relevant Degree

SKILLS & ABILITIES

• Good level of English language demonstrated through effective written and verbal skills
• Computer keyboard skills
• Experience in using Microsoft computer packages e.g. Word, Excel
• Methodical and numerate
• Friendly and efficient telephone manner
• Ability to work unsupervised Flexible approach to work
• Ability to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.
• Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.
• Strong customer care skills including experience dealing with people who may be upset and angry (both face-to-face and on the telephone)
• Able to deal with stress in a calm and appropriate manner
• IAPTUS and SystemOne Training

EXPERIENCE & KNOWLEDGE

• Dealing with the public
• Ability to work as part of a team as well as on own initiative Previous knowledge of patient administration systems Knowledge of Hospital Waiting List Systems Understanding of issues relating to the NHS
• Previous NHS Administration experience
• Experience of working in a diverse community settingMature personality
• Able to work within a team and unsupervised
• Can discuss and apply knowledge and experience to patient care
• Able to work under pressure and work to a tight time schedule
• Awareness of patient confidentiality Ability to relate to staff at all levels Adaptable and able to manage change Smart appearance
• Pleasant disposition Reliable work record

Job description
Job responsibilities

ESSENTIAL DESIRABLE EDUCATION & QUALIFICAITONS

• Relevant Computer courses
• Relevant NVQ Level 3 education/equivalent experience
• All staff are expected to take responsibility for their own continual personal and professional development
• Relevant Degree

SKILLS & ABILITIES

• Good level of English language demonstrated through effective written and verbal skills
• Computer keyboard skills
• Experience in using Microsoft computer packages e.g. Word, Excel
• Methodical and numerate
• Friendly and efficient telephone manner
• Ability to work unsupervised Flexible approach to work
• Ability to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.
• Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.
• Strong customer care skills including experience dealing with people who may be upset and angry (both face-to-face and on the telephone)
• Able to deal with stress in a calm and appropriate manner
• IAPTUS and SystemOne Training

EXPERIENCE & KNOWLEDGE

• Dealing with the public
• Ability to work as part of a team as well as on own initiative Previous knowledge of patient administration systems Knowledge of Hospital Waiting List Systems Understanding of issues relating to the NHS
• Previous NHS Administration experience
• Experience of working in a diverse community settingMature personality
• Able to work within a team and unsupervised
• Can discuss and apply knowledge and experience to patient care
• Able to work under pressure and work to a tight time schedule
• Awareness of patient confidentiality Ability to relate to staff at all levels Adaptable and able to manage change Smart appearance
• Pleasant disposition Reliable work record

Person Specification

EXPERIENCE & KNOWLEDGE

Essential

• Dealing with the public
• Ability to work as part of a team as well as on own initiative
• Previous knowledge of patient administration systems
• Knowledge of Hospital Waiting List Systems
• Understanding of issues relating to the NHS

Desirable

• Experience of working in a diverse community setting
• Previous NHS Administration experience

Education

Essential

• Relevant Computer courses
• Relevant NVQ Level 3 education/equivalent experience
• All staff are expected to take responsibility for their own continual personal and professional development

Desirable

• Relevant Degree

SKILLS & ABILITIES

Essential

• Good level of English language demonstrated through effective written and verbal skills
• Computer keyboard skills
• Experience in using Microsoft computer packages e.g. Word, Excel
• Methodical and numerate
• Friendly and efficient telephone manner
• Ability to work unsupervised
• Flexible approach to work
• Ability to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.
• Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.
• Strong customer care skills including experience dealing with people who may be upset and angry (both face-toface and on the telephone)
• Able to deal with stress in a calm and appropriate manner

Desirable

• IAPTUS and SystemOne Training

Personal Attributes

Essential

• Mature personality
• Able to work within a team and unsupervised
• Can discuss and apply knowledge and experience to patient care
• Able to work under pressure and work to a tight time schedule
• Awareness of patient confidentiality
• Ability to relate to staff at all levels
• Adaptable and able to manage change
• Smart appearance
• Pleasant disposition
• Reliable work record

Person Specification
EXPERIENCE & KNOWLEDGE

Essential

• Dealing with the public
• Ability to work as part of a team as well as on own initiative
• Previous knowledge of patient administration systems
• Knowledge of Hospital Waiting List Systems
• Understanding of issues relating to the NHS

Desirable

• Experience of working in a diverse community setting
• Previous NHS Administration experience

Education

Essential

• Relevant Computer courses
• Relevant NVQ Level 3 education/equivalent experience
• All staff are expected to take responsibility for their own continual personal and professional development

Desirable

• Relevant Degree

SKILLS & ABILITIES

Essential

• Good level of English language demonstrated through effective written and verbal skills
• Computer keyboard skills
• Experience in using Microsoft computer packages e.g. Word, Excel
• Methodical and numerate
• Friendly and efficient telephone manner
• Ability to work unsupervised
• Flexible approach to work
• Ability to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.
• Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.
• Strong customer care skills including experience dealing with people who may be upset and angry (both face-toface and on the telephone)
• Able to deal with stress in a calm and appropriate manner

Desirable

• IAPTUS and SystemOne Training

Personal Attributes

Essential

• Mature personality
• Able to work within a team and unsupervised
• Can discuss and apply knowledge and experience to patient care
• Able to work under pressure and work to a tight time schedule
• Awareness of patient confidentiality
• Ability to relate to staff at all levels
• Adaptable and able to manage change
• Smart appearance
• Pleasant disposition
• Reliable work record

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 .

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. .

Additional information
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 .

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. .

Employer details

Employer name

Central and North West London NHS Foundation Trust
Address

St Charles Hospital Mental Health Centre

Exmoor Street

London

W10 6DZ

Employer's website