About this role
Job summary
This is an opportunity to join a busy service that makes a real difference to people's lives. You will be asked to provide a comprehensive administrative service to an excellent standard, ensuring a high level of accuracy within the Knowsley Talking Therapies team. The post holder is expected to work with the minimum of supervision to co-ordinate their activities to ensure that an efficient service is provided. The post holder will be expected to work with a flexible approach, always maintaining confidentiality, when dealing with service user/staff information. The post holder should be able to demonstrate excellent written and verbal skills, strong organisational and time management skills and have a high level of accuracy and attention to detail.
The post holder will be able to demonstrate flexibility and use own initiative to carry out duties in such a way as to make a direct and positive contribution to the organisation, thus enabling the clinical team to utilise their time in an efficient and effective manner.
Main duties of the job
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.
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
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. Meetings include but not limited to MDT meetings and service / team meetings.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. For example, participation in task and finish groups. 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 Essential
NVQ Level 3 in Business Administration or equivalent Educated to GCSE standard or equivalent
Desirable
OCR or equivalent Customer Service Qualification
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 Experience of general administration office skills - filing, photocopying, 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. Computerised information systems
Desirable
Demonstrable knowledge of supervising other secretarial/administrative staff
Values Essential
Continuous Improvement Accountability Respectfulness Enthusiasm Support High professional standards Responsive to service users Engaging leadership style Strong customer service belief Transparency and honesty Discreet Change oriented
Skills Essential
Keyboard / Word Processing / Data Input Good communicator (verbal/written) Good organisational and interpersonal skills Ability and willingness to travel across the Trust
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 Knowsley Talking Therapies, Whiston Primary Care Resource Centre
Old Colliery Road
Whiston
L35 5SX
United Kingdom
Employer's website https://www.merseycare.nhs.uk/ (Opens in a new tab)