Senior Administrator

5 months ago

London, United Kingdom Central and North West London NHS Foundation Trust Full time

The post holder will be responsible for clerical/reception duties within the Community Living Well Service. You will be expected to have an excellent telephone manner and to be courteous and kind to patients and other staff at all times. In addition, you will assist in the reception of patients to the service and ensure that they are comfortable, welcomed accordingly and dealt with by the relevant staff.
A principal role of the post is to maintain the administrative systems relating a patients appointment. To be responsible for the management of all IAPT systems and patient medical files, ensuring that all records are accurately maintained, correctly tracked and available for Service Managers and the Admin Lead.
To supervise the training of any relief cover, ensuring competency in all aspects of the role and to be responsible for the arrangement of holiday cover.
To provide administrative and clerical support at a specialised level to the team, with the effect that a quality service is maintained within the service.
The post holder will maintain a good working relationship with internal and external departments, dealing with all queries in a professional manner.
To abide by the Trust’s core behaviours for staff and all other Trust policies including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices and health and safety policies.

Patient/customer care (both direct and indirect)
- Ensure a high standard of customer service is provided to patients and visitors at all times.
- To cover reception, assist with appointment booking ensuring that correct metrics are recorded for waiting time pathways.
- Answer telephone queries and help with patient/GP/key worker enquiries.
- Liaise with the clinical team to book appointments and send out appointments/maps where appropriate.
- To register new patients onto the IAPT system and contact them for appointments.
- Provide clerical support as required to the unit.
- To cover external NHS invoices when necessary.
- Check that the reception/clinical areas are clean and tidy and maintain a safe, pleasant environment for patients, visitors and staff.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

Core behaviours for all Trust staff

**All staff will commit to**:

- Act with honesty and integrity at all times
- Demonstrate respect for others and value diversity
- Focus on the patient and internal and external customer at all times
- Make an active contribution to developing the service
- Learn from and share experience and knowledge
- Keep others informed of issues of importance and relevance
- Consciously review mistakes and successes to improve performance
- Act as ambassadors for their directorate and the Trust
- Be aware of the impact of their own behaviour on others
- Be discreet and aware of issues requiring confidentiality In addition, all managers and supervisors will:

- Value and recognise the ideas and contributions of all team members
- Coach individuals and teams to perform to the best of their ability
- Delegate work to develop individuals in their roles and realise their potential
- Give ongoing feedback on performance, and effectively manage poor performance
- Provide support and guidance to all team members
- Encourage their team to achieve work/personal life balance
- Actively listen to comments/challenges and respond constructively
- Lead by example, setting high standards
- Ensure that there are sufficient resources for their team and rebalance priorities accordingly
- Provide a safe working environment

Infection and Prevention Control

Patient/customer care (both direct and indirect)
- Ensure a high standard of customer service is provided to patients and visitors at all times.
- To cover reception, assist with appointment booking ensuring that correct metrics are recorded for waiting time pathways.
- Answer telephone queries and help with patient/GP/key worker enquiries.
- Liaise with the clinical team to book appointments and send out appointments/maps where appropriate.
- To register new patients onto the IAPT system and contact them for appointments.
- Provide clerical support as required to the unit.
- To cover external NHS invoices when necessary.
- Check that the reception/clinical areas are clean and tidy and maintain a safe, pleasant environment for patients, visitors and staff.

Communication
- To be aware of the aims and scope of the wider Grenfell Service, so patients can receive appropriate information
- To inform patients if there is a known delay to their appointment.
- Ensure telephone enquiries are dealt with appropriately.
- Send letters and reports to referring other services if necessary.
- Respect the privacy

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