Band 3 Clinical Services Administrator - Bristol

at  Avon and Wiltshire Mental Health Partnership NHS Trust

Job Purpose : To provide comprehensive administration and secretarial support to multidisciplinary teams, wards or departments including named medical staff, junior medical staff and the system-wide multi-disciplinary team. This will include being the first point of contact for that team, ward or department and could involve duties such as meeting and greeting visitors, receiving initial enquiries and directing telephone calls. There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills. They will possess excellent working knowledge of all Microsoft Office systems including Word and Excel.
The post holder will work to high standards and will be required to take personal details from people and upload onto the electronic patient record system (Rio). The post holder will need to meet deadlines, collate data and maintain standards relating to administrative processes. They will need to be able to work within a team effectively. There may be a requirement to provide supervision to support administrators or apprentice posts. The post holder will be key in maintaining diaries and arranging meetings, taking formal minutes and keeping appropriate records on the most up to date templates. Their work is managed rather than supervised and they are accountable for their own actions – manager is available for reference but generally, they will manager their own workload.
Working under the supervision of the lead administrator, the successful candidate will join the existing admin team which consists of 2 x Band 3 administrator, and 2 x Band 4 lead administrators.
The successful candidate will be able to work in a dynamic environment, and will have good communication skills and able to use MS office packages with ease. A calm, approachable manner is expected as many service users contact the office, some of these calls can be challenging due to ongoing mental health issues.
The successful candidate will be managing clinicians diaries, booking appointments and answering phones
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Foundation Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and some parts of Dorset.
Our outstanding people promote mental health and well-being. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds perspectives and knowledge to AWP, as diversity makes us stronger.

Liaise with a wide range of stakeholders, both internal to the organisation and external, including:

• Medical Staff
• Multidisciplinary Teams (Community or Inpatient)
• Services Users and Carers
• Health and Social Care teams
• Third sector/voluntary agencies
• Community groups and local authority provision
• Other statutory agencies e.g. Police, Ministry of Justice etc.
• Greeting visitors and being the first point of contact for enquiries including telephone calls,

enquiries etc.
Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
Exchange verbal and written information with patients, staff and carers relating to appointments, and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. The provision of and updating of patient notes. This may include sensitive information.
Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective. Facilitating the administration processes for Team meetings etc.
To receive and open external and internal mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
To manage telephone contact with distressed service users in a supportive and empathetic manner
Exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, etc.
Escalating issues to the Lead Clinical Services Administrator as appropriate
Arrange meetings and appointments for members of the team, negotiating diary conflicts and competing priorities as appropriate. Including the scheduling of
Clinic Appointments
Bookings
Other bookings as required
Type patient correspondence/e-mails as required, deal with telephone/face to face enquiries from patients. Input accurate and up to date patient data onto the RiO system.
The post holder will order stationery and other necessary items for the team via the procurement system. May be responsible for the processing of patient monies in a safe and secure manner
including spending money and ward petty cash float/handling.
Supporting the induction of new staff members as required.
Produce confidential correspondence on a frequent basis.
Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning
Provide cover for colleagues when and where necessary
Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.
Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.
Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or carers.
Other tasks which are commensurate with the broad purpose and banding of the post