Administrative and Clerical Officer (GRE SPA)

at  Oxleas NHS Foundation Trust

Single Point of Access (SPA), Specialist Children’s Services (SCS)
Base: Memorial Hospital and other Oxleas sites, WFH
As an administrator you will be required to answer calls from families, service users and healthcare professionals, with the expectation to deal, resolve and record the call. The team deal with over 130 calls a day and works in a call centre environment.
This is a varied administration role and requires the administrator to carry out the following:
Overseeing a service, which requires managing various waiting list, breaches via RIO (patient led system), liaising with various HCPs and management.
Transformation participation in conjunction with leads. You will also be required to attend various meetings, relating to your allocated service.
This post will require you to follow the Safeguarding process around child protection, for example first response to the child protection referrals via phone and email.

THE SUCCESSFUL CANDIDATES WILL DEMONSTRATE:

Sound knowledge of Patient database system such as RIO, Microsoft Office (Word/Excel/PowerPoint).
Good communication and Telephone skills.
Ability to cope under pressure.
G2.
Ability to work without direct supervision using own initiative, ensuring productivity is high and targets are met in line with service objectives.
Good time management skills and reliability.
Ability to organise and prioritise workload effectively.
Ability to work effectively as part of a team.
Ability to empathise and deal tactfully with families, service users and colleagues.
Sound understanding of confidentiality and its relation to health care delivery.
Ability to work flexibly and be responsible to changing demands and frequent interruptions.
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children’s centres, schools and people’s homes.
We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary’s Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
We’re Kind
We’re Fair
We Listen
We Care
To provide administrative and clerical support to C&YP community services, including SCS clinicians and therapists in the community.
To provide co-ordination of specific day to day activities as directed by line manager e.g. progressing and prioritising time dependent activities, supervising ongoing monitoring activities, data quality/data management activities, scheduled (routine) weekly/monthly activities, other specific activities as required.
To respond to incoming calls and deal with enquiries in accordance with local procedures. Record messages accurately ensuring appropriate action is taken.
To handle complaints (if first point of contact) in line with local policies and procedures and to escalate appropriately if they cannot be resolved at first point of contact.
To open, sort and scan/ distribute post and any relevant correspondence for SPA and SCS.
To process new referrals and information, recording appropriate data onto RiO and using RiO to its full functionality for the servicesTo book appointments, clinics, meetings, and rooms as required for SCS.
To book interpreter services as required.
To check RIO waiting list information and prioritise and action accordingly, highlight potential breaches to line manager. To follow up DNAs, outstanding review appointments and unanswered 14 day letters To input/update information on electronic record systems (principally RiO), ensuring quality of data and completeness.
To prepare information for example, client reports, letters, in line with local policies and procedures and agreed support levels for different services. To undertake G2 formatting duties to include reports containing terminology relating to SCS, letters, memos and service documents and PDRs as required.
To collate and distribute reports and other relevant information to parents and professionals (for example - education staff, G.P.s, internal/external agencies) following local policies and procedures, ensuring that the appropriate parental consent has been received.
To action Hybrid mail , email or DOCMAN as appropriate.
To access approved third party systems on behalf of SCS to check or extract data requested by staff (e.g. eSP, Frameworki (RBG Care and Health Services database) and WInpath for test results).
To co-ordinate the maintenance log of specialist clinical/therapy equipment, ensuring items that are issued and returned are logged and requesting maintenance and testing of the equipment as required as appropriate to the location.
To maintain the portable IT asset register for SCS (according to location and service teams utilising this support by SPA team) including laptops, IPads, memory sticks, remote call centre phones and VPNS – recording serial numbers, asset ids, date of issue and person issued to (ensuring all assets are signed for by recipients and records kept for audit and recovery).
To collate agenda items, take minutes at team meetings, type minutes and distribute information to team members as requested.
To gather data as requested, for example, activity data and statistics, providing punctual and accurate information following departmental and local trust guidelines as required on a weekly, monthly and quarterly basis.
To establish and maintain effective working relationships with clients, carers, the general public and all other staff working internally and externally to the Trust. To take account and act according to individual patient circumstance, giving due regard to cultural differences and diversity of clients, carers and service users.
To liaise with parents, schools, G.P.s and other professionals with regard to administrative duties relevant to client care, for example, processing new referrals, arranging clinic appointments.
To ensure consistent and robust reporting of patient related information on RiO as requested and according to local policies.
To provide input of service development ideas to the administrative team and develop current administrative procedures facilitating ongoing and efficient processes within the department as required.
To process discharged files ensuring accurate inputting of information to the required electronic record systems to facilitate efficient retrieval of files following Trust policy.
To demonstrate flexibility and negotiation skills with team members and parents in terms of appointment availability; implement solutions and strategies to participate in a team environment, seeking advice and support where necessary.
To work as part of a team and to undertake other office duties in the absence of other members of the SPA administrative team/lead

Corresponding to generic emails, creating referrals, booking appointments, taking messages/dealing with queries, scanning uploading documents to the RIO system, printing and sending out reports (G2), photocopying, scanning, data inputting and carrying out other routine Administration duties such as covering reception.
There will also be an element of occasional team support required in the absence of Team Leads/management.
This is a very demanding role and you must have the focus and the ability to switch back and forth between tasks and excellent attention to detail is key.