Role Summary
Provide a comprehensive and high-quality administrative support service undertaking a wide range of administrative tasks, including personal responsibility for a number of delegated tasks. The role will support a range of complex and sensitive administrative functions to ensure the effective and timely access to information for the storage and sharing of information. The post holder will act as the first point of contact for patients, service users and health professionals, maintain databases, provide reports, and develop and maintain excellent working relationships with partner agencies. The post holder will provide high‑quality administrative support to the Mental Health Support Service teams within the Community Care Division and as part of the CYP Administrative Hub, contributing to the safe, efficient and compassionate delivery of care.
Key Responsibilities
* Act as a first point of contact for families and professionals, providing a compassionate and professional response.
* Manage all incoming & outgoing calls, mail and emails into the service and redirect messages to the relevant person in a timely manner, while providing professional and compassionate communication.
* Manage and process all service referrals in line with MHST pathways and processes.
* Support with clinical documentation processing for sending out patient letters, care plans and supporting documents.
* Maintain accurate and timely electronic patient records, ensuring high standards of confidentiality and data quality.
* Support clinicians and managers with meetings, preparing agendas, minute taking and general service administration.
* Provide comprehensive cross‑cover within the MHST admin team to ensure smooth service delivery at all times.
* Provide training and shadowing to all new starters into the MHST admin team.
* Provide administrative support to clinicians, clinical managers and Admin Team Leader when required.
* Work collaboratively with multidisciplinary colleagues, the wider administrative hub and partner agencies to support smooth service delivery.
* Act as a point of contact, receive and direct patients and visitors on arrival, providing reception services for patients, carers, staff, public, internal, and external customers.
* Sort and prioritise incoming queries in line with the written guidance.
* Respond to all telephone, e‑mail and general enquiries ensuring that appropriate messages are emailed, or action is taken, escalating enquiries as and when required.
* Provide demographic details of cases when requested.
* Liaise with colleagues at all levels both within the team and across other agencies and other organisations to request and compile health information in a timely manner.
* Responsibility for arranging clinics, booking appointments and associated data entry including the retrieval and maintenance of electronic patient records.
* Responsibility of creating new records and discharging records on the electronic records system.
* Ensuring the maintenance of the referral pathway process following Service procedures including liaison with other agencies and seeking consent as necessary.
* Input patient sensitive/confidential information onto patient administration system ensuring accuracy, updating information as appropriate.
* Record accurate and timely contact notes with patients on electronic record in line with Trust record keeping policy.
* The post holder will propose any necessary changes of local protocols to aid service improvement, and to ensure that all standard operating procedures and guidance documents are kept up to date.
* Maintain appropriate supplies for the team, being responsible for all necessary ordering of supplies/equipment.
* Produce statistics, documents and reports using various computerised systems as appropriate for example data relating to key performance indicators.
* Highlight any operational concerns regarding administrative systems so that they can be reviewed.
* Work closely with clinical and operational teams to ensure that rotas are up to date and shared with the appropriate person.
* Participate in all necessary mandatory and targeted training to update skills and knowledge.
* Maintain comprehensive electronic health records as per standard operating procedures.
* Deal with all communications/correspondence confidentially as per Information Governance Policy and information sharing guidance.
* Supervision of other administrative support staff.
* To ensure the creation of new clinical records.
* Facilitating and contributing to meetings including booking meeting rooms, arranging refreshments, taking, and circulating notes and agendas as necessary. Meetings include but not limited to MDT meetings and service / team meetings.
* Support diary management as required, planning ahead and managing diary commitments to ensure equal balance and best use of time for meeting commitments.
* Participate and be engaged in service improvement initiatives/ activities to enhance quality of patient care. For example, participation in task and finish groups. The post holder shall as necessary, provide cover for and undertake duties of absent colleagues.
* The post holder shall follow all the policies and procedures of the organisation.
Benefits
Flexible working requests will be considered for all roles.
About the Organisation
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands. We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities. At the heart of all we do is our commitment to ‘perfect care’ - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
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