Administration Officer

Job summary

Weare expanding We need enthusiastic, self-motivated, well-organised admin staffto join our dynamic team.

RightCareBarnsley SPA is based at Kendray Hospital and we are here to ensure that theresidents of Barnsley receive the right care, in the right place at the righttime.

Itis a varied role receiving patient referrals from a variety of sourcesincluding GPs, hospitals and Yorkshire Ambulance Service. Administratorsprocess the referrals to the appropriate recipient whilst liaising withclinical staff for advice and support to ensure that patients receive the rightresponse to their care needs as quickly as possible.

This service receives over400 contacts a day,as an administrator you will be required to answer calls from families, serviceusers and health care professionals dealing with complex, sensitive, andsometimes distressing information to ensure the best patient care and outcomes.

Weoperate 365 days a year, working across an to working pattern.This post requires you to work flexibly on a rolling shift pattern includingweekends and Bank Holidays. Each shift will be 8 hours including 30 minuteslunch. It is a 5 week rota equating to working one weekend in five.

Staff benefits include

Weekend and Bank Holiday pay enhancement

NHS Pension

Car and Cycle Schemes

Access to Health and Wellbeing support

Annual Leave 27 days + 8 Bank Holidays,increasing with length of service

Main duties of the job

1 x 30 hours per week

Keyduties include; receipt and distribution of patient referrals to theappropriate staff via telephone/email and electronic systems as perdepartmental procedures and timescales, querying where necessary and accurately transcribing medical conditions/ treatments/prescriptive medicines and patient demographics to ensure nursing staff cantreat appropriately.

You do not need any experience in healthcare as fullcomprehensive training will be provided, you do need to be dedicated to caringfor all our patients.

Thesuccessful candidates will demonstrate -

Good communication and telephone skills

Ability to communicate effectively bothverbally and in writing

Ability to work without directsupervision using own initiative

Ability to work effectively as a team

Excellent typing and IT skills

Ability to record and maintain accuratedetails

Ability to organise and prioritiseworkload effectively

Ability to empathise and deal tactfullywith families, service users and colleagues

Sound understanding for confidentialityand its relation to health care delivery

Ability to work flexibly and beresponsible to changing demands and frequent interruptions

Ability to cope under pressure

All employees ofthe Trust are strongly encouraged to be fully vaccinated against COVID-19 toprotect patients.

About us

Weare a specialist NHS Foundation Trust that provides community, mental healthand learning disability services for the people of Barnsley, Calderdale,Kirklees and Wakefield. We also provide low and medium secure services and arethe lead for the west Yorkshire secure provider collaborative.

Our mission isto help people reach their potential and live well in their communities, we do thisby providing high-quality care in the right place at the right time. We employstaff in both clinical and non-clinical services who work hard to make adifference to the lives of service users, families and carers.

We encourageand welcome applications from all protected characteristic groups, we valuediversity and want our workforce to be reflective of our communities.

Beinga foundation Trust means were accountable to ourmembers, who can have a say in how were run. Around 14,300 local people(including staff) are members of our Trust.

Joinus and you will be one of over 4,500 staff committed to supporting and improvingthe mental, physical and social needs of the thousands of people we meet andhelp each year.

Weare committedto safeguarding and promoting the welfare of children, young people andvulnerable adults and expects all colleagues and volunteers to share thiscommitment.

We do reserve to right to close vacancy before the advertised closing date if necessary, so please apply as soon as possible.

Job description

Job responsibilities

JOB SUMMARY

Service user contact referred to in this Job description will only apply when working within a clinical area.

The post-holder will:

under the supervison/direction of the Administrative Supervisor, within a delegated framework for agreed tasks and seeking support as and when necessary, provide a comprehensive, confidential, Secreterial/administrative service to clinical/support services, in an efficient and confidential manner.

provide services within well-established policies, procedures, protocols, guidelines, whilst acting within the required sphere of competences for the role at all times.

demonstrate sound knowledge of the service to enable the post holder to contribute and inform decision making within the service.

may work within clinical environments where conflict resolution may be required.

act as principal point of contact for users of the service eg,individuals from within/outside the Trust, service users and members of the public etc.

work flexibly to meet the needs of the service.

develop and maintain good working relationships by being, flexible, adaptable, polite, positive and empathetic, communicating effectively and informatively.

work with sensitivity and have a good understanding of the service provision and issues experienced by its users.

prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of postholders level of competency or authority to the Administrative Supervisor.

work within well-established departmental/Trust policies, procedures, protocols, guidelines and established service delivery plans at all times.

use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Adapt style of communication to respond to others user communication difficulties.

ensure the service experienced is positive and service user confidentiality is maintained at all times. Treat users of the service, colleagues etc, with respect, dignity, courtesy and in accordance with the Trusts Values.

KEY RESULT AREAS:

Service provision:

To assist the department with office duties, for example:

Word processing of correspondence /reports/ other documents accurately via copy or audio To take and transcribe minutes Dealing with telephone calls/ messages Photocopying/ Filing/ Scanning Receiving visitors/Reception Monitor and maintain department stationery supplies Reporting faults Mail handling Arranging meetings, hospitality, venues, distributing agenda/notes Managing diaries Create and Maintain Databases/Spreadsheets Maintain databases Demonstrate duties to new starterss Provide cover for other members of the team.

Deliver excellent levels of service by regularly assessing, problem solving, evaluating and reporting to the Administrative Supervisor, in a timely and proactive manner when these standards have not been met, enabling appropriate action to be taken. Implement planned actions in response, communicating changes as appropriate.

Assist the Administrative Supervisor as required.

Proactively and positively contribute to the achievement of business outcomes through individual and team effort, with the focus being on delivering excellent customer services.

Assist in the promotion of an open, welcoming, person-centred culture for service users. Seek and support feedback from service users to aid service improvement as required.

Produce clear and accurate written correspondence (including the composition of ad-hoc routine letters) eg, letters, memos, reports, presentations etc, using competent copy, audio tapes, IT skills, accurate data inputting and use of Trust Intranet and Internet as required.

Maintain accurate documentation. Use appropriate documentation/systems in accordance with local and Trust standards.

Use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Adapt style of communication to respond to service user communication difficulties and psychological, social, physical and spiritual needs.

Build and sustain effective communications to ensure good team working and collaborative working practices. Disseminate knowledge, and information to those who need to know.

Contribute to the smooth running of administrative systems and meeting of all relevant deadlines.

Recognise and respond appropriately to any emergency situation. Contribute to the reduction of hazards in the environment, considering safety, security, theft or damage.

Undertake safe infection prevention and control by using protective equipment, safe disposal of waste, performing hand hygiene, cleaning, disinfecting etc.

Proactively identify additional activities in accordance with the role, which would increase postholder efficiency and the efficiency of the team; offer suggestions for improvement and implement agreed activities.

Support the Trusts culture of collaborative, flexible cross-team working and commitment to delivering quality services and outcomes .

Make use of opportunities for sharing good practice and learning.

Working as part of a Team:

Organise meetings/ events using electronice diaries and produce and distribute associated documents. This could include the provision of support to Consultants in their special interests role(s), eg Clinical Tutor, Child Protection, etc

Undertake general clerical duties appropriate to the role eg, reception duties, dealing with post, photocopying, ordering/requisitioning, reporting faults, filing/retrieval, booking appointments, faxing, scanning, diary management, petty cash, client travel expense reimbursement, minute/note taking and the collation and distribution of data/information etc.

Act as a focal point for the team/service. Provide a friendly and professional service, deal with enquiries from a multitude of sources, via a variety of means eg, face to face/phone/e-mail/letter/faxes. Exercise initiative, analysis, judgements/problem solving or directing on/esculating, as appropriate. This may require the use of tact/ empathic or reassurance and persuasive skills where agreement or co-operation is required.

Undertake and assist others with administrative tasks, utilising IT systems or ensuring paper forms are completed properly and sent to relevant department in a timely manner in line with service specific standard.

Ensure accurate recording and maintainance of computerised/maual filing records and systems in accordance with operating procedures, collating and providing statistical data as requested. Undertake routine or ad hoc data validation as requested.

Deliver excellent levels of customer services to people. Assess, problem solve or report, in a timely and proactive manner, when these standards have not been met.

Work with a degree of independence within defined parameters. Prioritise own tasks, exercising initiative and judgement in response to service/individual needs.

Provide a positive link between the department/service and those who use it eg, service users, their carers, GPs, other Trust services/departments etc.

Ensure service user privacy, dignity, rights, choices are maintained at all times.

Provide and receive service user information using tact, reassurance, empathy and persuasive skills as required. Prioritise and ensure urgent matters eg, clinical investigations are acted upon timely, within service performance standards.

As appropriate to the role, be responsible for the confidential management of patient records eg, timely input of referral letters onto computerised IT Systems, recording of service user demographic information, admission, transfer and discharge etc. Ensure records are tracked via File Tracker/relevant IT system and returned to the appropriate department timely in accordance with Trust procedures.

Keep appropriate statistical records/information as and when required by the team/service for audit purposes. Provide statistical returns as required which may involve entering statistical data onto databases.

Provide relevant assistance as and when required to support all colleagues.

Send and receive faxes in a safe haven environment as per Trust policy.

Contribute to the reduction of hazards in the environment, considering safety, security, theft or damage. Respond appropriately to any emergency situation eg, when service users present challenging behaviour.

Ensure action to reduce risks to health and safety and all possible steps are taken in identifying, managing and reporting risks. Report any incidents, breaches of Health and Safety or dangerous acts or omissions in accordance with Trust policy.

Support the Trusts culture of commitment to delivering quality services and outcomes.

Maintain and continuously improve knowledge & understanding of the Trust/service including systems, policy, and current issues, particularly with regard to own area of work and service users.

Proactively identify additional activities in accordance with the role, which would increase post holder and team efficiency; offer suggestions for improvement and implement these activities in agreement with the team.

To maintain and monitor service/department staff records eg, annual leave, training, general attendance records, personal contact information etc and pro-actively co-ordinate cover arrangements in times of absence.

To provide cover or support to others and work within other areas as required.

For full details of the role please see the supporting documents attached.

Person Specification

SPECIAL KNOWLEDGE/SKILLS

Essential

Good written communication skills, with the ability to deal with and prepare routine written correspondence. Good verbal communication skills, with the ability to obtain information and pass on comprehensive and confidential messages. In, decision-making and prioritisation. Knowledge of Data Protection Act. Customer care skills. Good interpersonal skills. Diversity/Cultural understanding. Resilience to pressure and exposure to emotional, distressing situations. Non-judgemental, empathetic manner. Able to use observation skills to identify potential risks and act appropriately. Demonstrates Trust Values. Able to fulfil the requirements of the Trusts value based induction.

Desirable

Knowledge of information governance.

Qualifications

Essential

As appropriate to the role: NVQ level 3 (or equivalent qualification) or, RSA lll. Or, be able to demonstrate competency at level 3.

Desirable

Willingness to undertake further study/development.

Experience

Essential

Recent Secretarial/administrative experience and copy /audio typing. Note/minute taking. In using email, maintaining and updating paper and electronic diaries, arranging meetings. In using Microsoft Word and other Microsoft applications, Excel, Outlook , PowerPoint etc. In working as an effective team member with minimum supervision. In working in a busy environment with competing demands. Understanding of the need to maintain strict confidentiality. In using a degree of initiative. in organising and prioritising own tasks in order to meet deadlines.

Desirable

In working in a caring environment. In dealing with the public.

PERSONAL ATTRIBUTES

Essential

Ability to be flexible to meet the demands of the post. Responsive attitude and approach. Dress appropriately for the environment. Ability to travel around the Trust as appropriate to role.

PHYSICAL ATTRIBUTES

Essential

A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy). Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary).

TRAINING

Essential

Must be willing/able to undertake all appropriate Trust mandatory training requirements, and subsequent refresher training relevant to the area. Must be willing/able to undergo job development and training and maintain skills.

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