About this role
Job summary
Do you have the experience and drive to fulfil the role of a Clinical Support Administrator working within the Norfolk and Waveney Talking Therapies Service? Do you enjoy working as part of a team, enjoy providing a great service to customers and have an eye for detail? We have an exciting opportunity to join a successful team of administrators who are pivotal in what can be a demanding and fast-paced yet rewarding environment.
The successful candidate will demonstrate enthusiasm and flexibility with an organised, collaborative and priority-based approach to administration delivery. The successful candidate will also have excellent customer service skills and will be used to dealing with significant levels of telephone, emailing and data entry work. The role will include call handling, inbox management, data entry and general administrative support to clinical teams and team leaders. Please note we are looking for the successful candidate to work across hubs based in Kings Lynn, Dereham and Norwich Central.
Main duties of the job
Candidates will need to demonstrate exceptional interpersonal and customer service skills with a dedication to confidentiality and service user experience.
You will be joining a fast-paced and changing environment using a range of clinical systems and Microsoft packages. Previous experience of all Microsoft packages is desirable. Experience of Trust IT systems would be of benefit but not essential as all training will be provided. The post holder will work within a busy team environment based in Norwich. Please note the service operates from 8am to 8pm and there will be a requirement to work a shift pattern within these working hours working one evening a week until 8pm.
About us
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Job description Job responsibilities
Provide secretarial / administrative support to the team in order that they can provide an efficient service to all customers.Respond to the administrative needs of the service to ensure that the requirements of the organisation are met.DUTIES AND RESPONSIBILITIESClinical SupportProvide accurate, prompt and efficient secretarial/administrative support to the clinical multi disciplinary team which may include spreadsheets and reports.Use electronic systems to input and access information as required by the clinical multi disciplinary team.Deal with and process all types of patient referrals liaising directly with General Practitioners, clinical staff including medical staff from other areas.Liaise with clinical team members in relation to urgent referrals or other emergencies.Provide non-clinical information to patients and families, where necessary, including cancellation of appointments.
Communication
Contribute to effective communication by liaising with internal and external parties and agencies as required on behalf of the team.Deal with correspondence and communication liaising, prioritising and co-ordinating with the clinical team.Deal with telephone calls and general enquiries and maintain an efficient message system coordinating with team members.Liaise in a professional manner with each member of the team, providing relevant information. Liaising with clients visiting hub venues for appointments.Maintain a clear code of conduct and high standards of customer service in terms of dignity, respect and excellent customer service to all internal and external customers.Service Development
Participate in ongoing audits and service development as directed by Line Manager. Assist the Business Support Manager in relation to developing policies and procedures.Knowledge & Training
Provide training to administration staff as identified by line manager.Maintain own professional development portfolio and participate in appropriate training programmes and ensuring annual attendance for mandatory training.Supervisory Responsibilities
Supervise lower banded staff.Provide induction, support and advice to new / temporary staff as identified by the line manager.Participate in supervision and KSF appraisal in line with Trust policies
General
Diary management as required for team members to include appointments / meetings, regular commitments to assist in organising the workload.Ensure confidential information is retained and stored in line with Trust policy in an efficient and effective manner.Use set procedures to undertake administrative and secretarial functions around legislative procedures i.e. Mental Health Act, Mental Capacity Act.Attend and contribute to internal/external meetings relevant to the post as delegated by the line manager.Provide cover for other administrative staff during holidays and sickness, across the Locality.Liaise with maintenance departments as delegated by line manager regarding buildings and general maintenance.Liaise with IT departments as delegated by line manager regarding problems / faults with electronic equipment etc.Be responsive, adaptable and flexible to working across the locality bases.Undertake other appropriate duties as directed, being adaptable and flexible to service needs and changes across the locality.
Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities, click APPLY!
Person Specification
Experience Essential
2 Years admin experience / or NHS Experience NVQ 3 Business Administration or equivalent or working towards/ NVQ 2 Customer Services or working towards.
Desirable
GCSE's English, Maths, Level 2 Diploma equivalent
Skills Essential
Excellent articulate communication skills. Interpersonal skills including taking a proactive diplomatic approach and ensuring confidentiality at all times.
Knowledge Essential
Working knowledge of Microsoft packages or equivalent.
Desirable
Knowledge of NHS policy / procedures.
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 UK Visas and Immigration website (Opens in a new tab).
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. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Norfolk & Suffolk Foundation NHS Trust
Address Holland Court
The Annex
Norwich
NR1 4DY
United Kingdom
Employer's website https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)