Job summary
To provide a full andefficient clerical service to the clinical staff and admin team includingdealing with incoming mail, the inputting and extraction of performance andinformation data and assisting with routine typing tasks.
To assist with thedistribution and collation of information around referrals, waiting lists andother statistics to ensure optimum usage of facilities and assist the teamco-ordinator in monitoring statistics thus ensuring statutory performance andcontracting data is up to date.
To deal withtelephone enquiries from Service Users suffering with mental health illnessesusing empathy, understanding, initiative, tact and tenacity where appropriateensuring accurate information is forwarded appropriately in order forappropriate care and follow up to be facilitated ensuring notification torelevant staff members of any concerns.
Main duties of the job
Managementof reception and general administrative support, the post holder will bepivotal in ensuring delivery of an excellent front of house reception/telephoneservice.
Thepost-holder will assist in ensuring the service experienced is positive andservice user confidentiality is maintained at all times. Treat all visitors service users, families/carers, colleagues and all visitors with respect,dignity, courtesy and in accordance with Navigo Values.
Thepost-holder will assist in administrative duties under direction from SeniorAdministration staff within the provision of team requirements.
About us
Hello!
We are Navigo. We look after North East Lincolnshire'smental health and well-being. We are an award-winning social enterprise thatprovides mental health services to the NHS and beyond.
The whole basis of our work isto deliver services that we would be happy for our own family to use.
We offer a range of mentalhealth services, including acute and community facilities as well as specialistsupport such as outstanding older adults inpatient services, rehabilitationand recovery community mental health and an outstanding specialist eatingdisorder facility.
Ranked as one of the top UKcompanies to work for, we featured in the Best Companies top 100 large companylist and were named sixth best health and social care company 2023.
As a social enterprise, we dothings a little bit differently and have also developed income-generating commerciallyviable businesses that provide training, education and employment opportunitiesincluding Grimsby Garden Centre and two cafes.
Working at Navigo is not likeworking anywhere else. Lots of places say that, but we really mean it.
We like to work withforward-thinking people who want to make a difference.
Come join us!
Job description
Job responsibilities
To meet and greet as the firstpoint of face to face contact for service users, families and visitors alertingarrival of same to Team Members as appropriate.
To deal with telephoneenquiries from Service Users suffering with mental health illnesses usingempathy, understanding, initiative, tact and tenacity where appropriateensuring accurate information is forwarded appropriately in order forappropriate care and follow up to be facilitated ensuring notification torelevant staff members of any concerns.
To provide a full andefficient clerical service to the clinical staff and admin team in the NavigoCAMHS team, including dealing with incoming mail, the inputting and extractionof performance and information data and assisting with routine typing tasks.
To assist with thedistribution and collation of information around referrals, waiting lists andother statistics to ensure optimum usage of facilities and assist the leadadministrator in monitoring statistics thus ensuring statutory performance andcontracting data is up to date.
To liaise with a range ofinternal and external personnel on a daily basis including ClinicalProfessionals, Service Users and their Families/Carers, GP practices,Consultants, Hospital departments and Health and Local Authority staff.
Ensure the maintenance of theIn/Out Board and Signing In/Out Visitors book taking responsibility of same inthe case of fire drill or actual emergency.
To act as central reportingand information point for telephone/photocopier maintenance.
To take responsibility forprocessing and distribution of incoming mail and be the central point foroutgoing mail collection.
To provideadministration/secretarial assistance including typing, scanning andphotocopying as directed by Administration Team Lead to support theAdministration team.
Person Specification
Experience
Essential
1. Experience of working in a busy office environment with the ability to multi-task
2. Ability to work to processes and set deadlines
3. Experience of working in a customer service environment
Desirable
4. Ability to deal with stressful situations and clients
5. Fire Warden trained or willing to work towards if required by area of service
6. First Aid trained or willing to work towards if required by area of service
Skills & Attributes
Essential
7. Excellent communication skills; articulate, legible and meaningful and able to adjust communication style and content to the audience (experience/ability to deal with telephone enquiries from other Agencies, Clients and related Mental Health professionals)
8. Attention to detail and accuracy
9. Active and effective team member, co-operating to work together and in conjunction with others and willing to help and assist wherever possible and appropriate.
10. Adaptable and flexible in approach to working practice
11. Ability to use own initiative
12. Ability to work under pressure
13. Able to develop, establish and maintain positive relationships with others both internal and external to the organisation
14. Good IT skills
15. Willingness to undertake further training as required
Desirable
16. Knowledge of mental health services
17. Knowledge of hospital administration systems SystmOne
18. Knowledge of medical terminology
Qualifications
Essential
19. Educated to GCSE level grade A to C or equivalent including Mathematics and English Language
20. RSA/OCR I Typing/Word Processing standard
21. Conversant with Microsoft Office, particularly Word/Excel/electronic diary management
Desirable
22. Previous NHS secretarial/ administrative experience/knowledge of hospital administration procedures
23. Willingness to undertake training
24. Experience of working in a team
Additional Criteria
Essential
25. Understands the need for confidentiality
26. Understands the need for liaison with service users and their families sensitively, warmly and with empathy.