About this role
Job summary
We have an exciting opportunity for an Administrator/Secretary to join our friendly and supportive Therapies & Specialist Administration Hub. This role will primarily support the Wheelchair Service, and can also provide assistance across a range of specialist therapy services as required.
As a key member of the team, you will play an essential role in ensuring patients receive a responsive and high-quality service.You will be involved in a variety of administrative duties, including managing referral pathways, scheduling appointments, preparing correspondence and clinical letters, responding to enquiries from service users and professionals, and supporting the smooth day-to-day running of the service.
Main duties of the job
1. Act as a point of contact.2. Sort and prioritise incoming queries in line with the written guidance.3. 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.4. Provide demographic details of cases when requested.5. 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.6. Responsibility for arranging clinics, booking appointments and associated data entry including the retrieval and maintenance of electronic patient records.7. Responsibility of creating new records and discharging records on the electronic records system.8. Ensuring the maintenance of the referral pathway process following Service procedures including liaison with other agencies and seeking consent as necessary.9. Input patient sensitive/confidential information onto patient administration system ensuring accuracy, updating information as appropriate.10. Record accurate and timely contact notes with patients on electronic record in line with Trust record keeping policy
Ensure the delivery of the quality strategy within the designated area incorporating establishment of systems and processes.
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
1. 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.2. Sort and prioritise incoming queries in line with the written guidance.3. 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.4. Provide demographic details of cases when requested.5. 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.6. Responsibility for arranging clinics, booking appointments and associated data entry including the retrieval and maintenance of electronic patient records.7. Responsibility of creating new records and discharging records on the electronic records system.8. Ensuring the maintenance of the referral pathway process following Service procedures including liaison with other agencies and seeking consent as necessary.9. Input patient sensitive/confidential information onto patient administration system ensuring accuracy, updating information as appropriate.10. Record accurate and timely contact notes with patients on electronic record in line with Trust record keeping policy.11. 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.12. Maintain appropriate supplies for the team, being responsible for all necessary ordering of supplies/ equipment.13. Produce statistics, documents and reports using various computerised systems as appropriate for example data relating to key performance indicators.14. To highlight any operational concerns regarding administrative systems so that they can be reviewed.15. Work closely with clinical and operational teams to ensure that rotas are up to date and shared with the appropriate person.16. Participate in all necessary mandatory and targeted training to update skills and knowledge.17. Maintain comprehensive electronic health records as per standard operating procedures.18. Deal with all communications/correspondence confidentially as per Information Governance Policy and information sharing guidance.19. Supervision of other administrative support staff. 20. To ensure the creation of new clinical records.21. Facilitating and contributing to meetings including booking meeting rooms, arranging refreshments, taking, and circulating notes and agendas as necessary. Meetings include but not limited to MDT meetings and service / team meetings.22. 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. 23. To participate and be engaged in service improvement initiatives/ activities to enhance quality of patient care. For example, participation in task and finish groups.The post holder shall as necessary, provide cover for and undertake duties of absent colleagues.24. The post holder shall follow all the policies and procedures of the organisation.
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
Values Essential
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
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
4-5 Dempster Building
Summers Road
L3 4BL
United Kingdom
Employer's website https://www.merseycare.nhs.uk/ (Opens in a new tab)