Duties and responsibilities
* 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.
* 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, admissions and meetings etc.
* Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information.
* Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.
* To receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items.
* To manage both telephone and face to face contacts 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, tribunals etc. Escalating issues to the Lead Clinical Services Administrator as appropriate
* Arrange meetings and appointments for members of the team including the scheduling of Consultant Clinic Appointments Tribunals Room Bookings Other bookings as required
Person specification
Qualifications
Essential criteria
* GCSE Maths and English
* NVQ 3 in Business Administration or similar relevant qualification or equivalent competence acquired by experience or willingness to undertake NVQ 3 Administration Qualification under the Trust Apprenticeship Scheme
Experience and Knowledge
Essential criteria
* Experience of working within a team.
* Able to organise and maintain a busy office/admin team.
* Experience of administrative systems and office procedures.
Desirable criteria
* Experience of administration in a clinical setting.
* Experience in activities such as answering queries, progress chasing, task-related problem solving, acquired through experience and training to Vocational Level 3 or equivalent
* Experience of supporting senior staff such as Medical Consultants
Skills and Abilities
Essential criteria
* Good IT Skills – competent in Word, Excel, Powerpoint. Dexterity co-ordination for keyboard skills or equivalent
* Excellent communication skills, both verbal and written
* Ability to take and convey clear messages
* Ability to work under some pressure
* Ability to work without direct supervision
* Plan and prioritise own workload
Desirable criteria
* Diary management
Other
Essential criteria
* Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times
Desirable criteria
* Experience of coping with behaviour which may be challenging at times
#J-18808-Ljbffr