Secretary/Administrator

Cardiff and Vale University Health Board; Runcorn; On-site; GBP 22,000 - 26,000; Full time

Job summary

Mersey Care NHS Foundation Trust is seeking an administrative support professional to provide comprehensive administrative services for children’s mental health MDTs in Knowsley and Runcorn. You will manage reception duties, coordinate clinics and appointments, maintain electronic patient records, and support information governance compliance.

You will also contribute to service improvements and cover colleagues when needed.

Qualifications

• NVQ Level 3 in Business Administration or equivalent.
• GCSE standard or equivalent, OCR or equivalent.
• Customer Service Qualification, IT literate.
• Experience of word processing, spreadsheet, and email software.
• Experience of using patient administration systems.
• Effective communication and interpersonal skills including telephone skills and face to face communication.
• Experience of general administration office skills - filing, photocopying, faxing, note taking.
• Ability to work in a confidential and sensitive manner.

Responsibilities

• Provide comprehensive administrative support within the admin hub for Childrens mental health MDTs in Knowsley and Runcorn.
• Act as a first point of contact for patients, service users and health professionals; reception duties and directing queries.
• Maintain databases and produce reports; respond to enquiries and escalate as required.
• Arrange clinics, book appointments and data entry; manage electronic patient records.
• Create and discharge clinical records; maintain referral pathways in line with procedures.
• Input patient information onto the patient administration system with accuracy; update records.
• Record contact notes on electronic records; adhere to information governance and sharing guidance.
• Support meetings, book rooms, take and circulate notes and agendas; assist with rota management.
• Contribute to service improvement initiatives; provide cover for absent colleagues.

Education

NVQ Level 3 in Business Administration or equivalent

GCSE or equivalent

Customer Service Qualification

IT literate

Word processing

Spreadsheet

Email software

Experience of using patient administration systems

General administration skills

Tools

Patient administration systems

Job description

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, within our admin hub to support our Childrens mental health multi-disciplinary teams in Knowsley and Runcorn. 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 and provide reports on the data required. Develop and maintain excellent working relationships with partner agencies., 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 in 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.To 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. To work with others to plan ahead and manage diary commitments ensuring equal balance and best use of time for meeting commitments.To 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.

• NVQ Level 3 in Business Administration or equivalent
• Educated to GCSE standard or equivalent, OCR or equivalent
• Customer Service Qualification, IT literate
• Proven experience of word processing, spreadsheet, and email software
• Experience of using patient administration systems
• Effective communication and interpersonal skills including telephone skills and face to face Communication
• Experience of general administration office skills - filing, photocopying, faxing, note taking
• Experience of working to conflicting demands and work effectively within teams
• Ability to work in a confidential and sensitive manner
• Ability to plan, prioritise and schedule own work
• Able to work flexibly in accordance with service needs
• Ability to develop databases
• Computerised information systems, Keyboard / Word Processing / Data input
• Good communicator (verbal/written)
• Good organisational and interpersonal skills
• Ability and willingness to travel across the Trust, Continuous improvement - committed to making improvements to our services for the benefit of all
• Accountability - taking ownership to anticipate, develop and deliver high quality care
• Respect - how we treat others in an inclusive and supportive way
• Enthusiasm - demonstrate our passion and pride for what we do and how we do it
• Support - actively supporting others with compassion and courage

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.