Job overview
Surrey and borders is looking someone who will provide professional, efficient and responsive administrative support within our multi-disciplinary service and with internal and external stakeholders.
Location: i-access Business Support Team, Laurel House, Farnham Road Hospital, Guildford
Working Pattern: Monday to Wednesday from 9:00 AM to a17:00 PM
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* Manage referral, appointment, and discharge processes using electronic calendar and tracking systems to meet performance standards and commissioned targets.
* Act as the first point of contact, delivering a professional and confidential front-line service to service users, carers, professionals, and partner organisations.
* Oversee team email inboxes and social media communication channels, ensuring timely responses within agreed timescales.
* Maintain accurate data entry and reporting, including use of SystmOne and submission of statutory and performance reports.
* Provide comprehensive administrative support to meetings, projects, and service delivery plans.
* Deliver high-quality customer service while maintaining confidentiality and data integrity.
* Supervise, train, and support junior administrative staff.
* Produce accurate correspondence and documentation in line with organisational standards.
Working for our organisation
Working for our organization
Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages with mental ill-health and learning disabilities in Surrey and North East Hampshire. We also provide social care services for people with a learning disability in Croydon and ASD and ADHD assessment services in Hampshire.
We actively seek to engage people who use our services and our communities in improving the mental wellbeing of the local population. We work closely with other NHS and voluntary sector organizations who provide services and support people who use services and carers.
Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast.
Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach.
For international travel, both Gatwick and Heathrow airports are nearby.
Would you like to work in an organisation that sits in the top 10 best NHS Mental Health, Learning Disability and Community Services Trusts to work for? This ranking is based on staff feedback in the 2023 NHS Staff Survey.
Detailed job description and main responsibilities
Service Coordination and Administration
* Operate and manage referral, appointment, and discharge systems using electronic scheduling and tracking tools to ensure compliance with processing standards and commissioned targets.
* Maintain and monitor electronic calendars to optimise workflow and service efficiency.
* Manage incoming and outgoing communications via telephone, email, and social media platforms, ensuring appropriate prioritisation and timely responses.
* Operate an efficient telephone messaging system, exercising sound judgement when handling sensitive or urgent information.
Front-Line Support and Communication
* Serve as the primary contact for service users, carers, healthcare professionals, and third-party organisations.
* Demonstrate professionalism, tact, diplomacy, and confidentiality in all interactions.
* Ensure that service user feedback is gathered, reviewed, and used to inform continuous service improvement initiatives.
Meeting and Project Support
* Provide full administrative support for multi-disciplinary, safeguarding, and other service-related meetings.
* Arrange venues, prepare agendas, attend meetings, and produce accurate and comprehensive minutes.
* Track and follow up on actions arising from meetings to ensure completion.
* Support project leads with administrative and coordination tasks across service delivery workstreams to help achieve commissioned targets.
Data Management and Reporting
* Accurately input and maintain data on SystmOne Electronic Patient Record system, ensuring high standards of data quality and compliance.
* Conduct regular quality control audits to maintain the accuracy, integrity, and timeliness of both paper and electronic records.
* Collate and submit monthly reports to NDTMS and complete statistical returns and other required reports with a high level of accuracy.
Documentation and Correspondence
* Draft non-clinical letters and type clinical and administrative documents in agreed formats within specified timescales.
* Ensure all documentation is professionally presented, accurate, and handled in accordance with confidentiality policies.
Leadership and Supervision
* Train, coordinate, and supervise junior administrative staff.
* Provide guidance, monitor performance, and act as a role model in maintaining professional standards and integrity.