Overview
The post holder will be responsible for providing a telephonist and administration support service at ACMHS in St Albans. The post holder will work with minimal supervision, using proven excellent customer service skills to answer and redirect all calls coming to 99 Waverley Road. The post holder will be the first point of call for service users, carers and other external providers contacting the Trust. The Trust's values should be an inherent part of all they do.
Responsibilities
* Answer and redirect all telephone calls into Adult Community Mental Health Service efficiently and appropriately.
* Maintain and update a call logging system.
* Input into Paris (computerised service user records).
* Ensure that all messages are relayed timely and efficiently to the correct person.
* Complete admin tasks efficiently and develop good working relationships with colleagues within Waverley Road, with other staff across the Hertfordshire Partnership University NHS Foundation Trust and outside agencies.
* Communicate with service users/carers where the subject may require dealing with sensitive and/or contentious information. Use communication skills and manage barriers to communication.
* Use judgement and initiative to ensure calls, messages and/or queries are dealt with efficiently and timely. Chase actions, outputs and outcomes. Handle queries from colleagues and others connected with the services.
* Keep data/information systems up to date and store information correctly and safely. Maintain filing systems including archive filing and scanning documents to Paris. Undertake other admin duties as required.
Requirements
* Good level of education/GCSE incl. English Language
* Good IT Skills
* Proficient in the use of computerised systems, especially Word and Excel, to produce a high standard of finished work
Desirable criteria
* Good level of numeracy; ability to organise and prioritise own workload and to work under pressure and within agreed guidelines
* Experience of working in an office environment
* Experience of working in the NHS and/or Mental Health setting; excellent communication skills when dealing with patients, their relatives/carers and other outside organisations and agencies
* Ability to deal with distressing calls; exercise initiative, tact and judgement and make decisions when required
Note: Candidates who require a Skilled Worker visa to work in the United Kingdom can check their eligibility for sponsorship. We encourage all applicants to review the criteria carefully on GOV.UK.
Hertfordshire Partnership University NHS Foundation Trust are one of five mental health trusts to achieve an overall rating of Outstanding from the Care Quality Commission.
Our family of over 4,500 staff provide health and social care for people with mental and physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering services within the community and inpatient settings. Our values are welcoming, kind, positive, respectful and professional.
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