About this role
Job summary
We have an exciting opportunity for a motivated and enthusiastic individual to join our Therapies Hub.
The post holder will be customer focused and provide a comprehensive service. Communication and organisational skills are essential.
The post holder must have excellent inter personal skills, and be able to organise and prioritise their work schedule. They must be able to work on their own initiative, with excellent telephone manner and respectful confidentiality.
Main duties of the job
Ensuring referral pathway is followed, and appointments are organised and booked efficiently using the patient administration system to effectively utilise clinical time, including identifying cancelled appointments and re-prioritising patients, ringing, and reminding patients of face to face and virtual appointments.
Work with colleagues in establishing and maintaining administrative procedures to promote patient satisfaction, respecting the confidential nature of information relating to the Trust, its staff and patients.
To participate in training and development programmes both internal and externally.
Ensure the delivery of the quality strategy within the designated area incorporating establishment of systems and processes.
Whilst this post will be to support our CMO team - Staff may be required to work from other bases/ teams within Community Division as part of the Administration Hub Model in Mersey Care .
About us
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.
Job description Job responsibilities
Receive and direct patients and visitors on arrival at the centre, providing reception services for patients, staff, public, internal and external customers and organisations ensuring sensitivity when dealing with distressing situations.
Answering telephone calls using the switchboard system receive and process incoming and outgoing telephones calls, taking messages and responding appropriately to maintain effective communication channels.
Sorting and distribution of mail to all departments.
Assisting with the collection of data and statistics to produce standardised computer generated reports and/or statistical information for managers as and when required.
Maintain filing systems and other records as required ensuring they are up to date and accurate and implement changes to systems and procedures as directed.
To participate in meetings as required. To ensure a professional approach to work maintaining confidentiality throughout.
Generally monitor security within the building.
Ensuring reception and waiting areas are kept clean, tidy and safe.
Report any incidents or accidents in accordance with Trust Policy.
Person Specification
Qualifications Essential
GCSE or NVQ2 or equivalent experience
Desirable
Customer Service Qualification
Skills Essential
Standard keyboard skills
Knowledge/Experience Essential
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 Able to work flexibly in accordance with service needs Experience of handling cash/raising invoices relating to patient charges Good organisational skills Ability to work without supervision
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.
Employer details Employer name Mersey Care NHS Foundation Trust
Address Various - Kings Business Park
Prescot
V7 Building
L34 1PJ
United Kingdom
Employer's website https://www.merseycare.nhs.uk/ (Opens in a new tab)