Secretary/Administrator
Job Description
Job summary
An internal opportunity has arisen for one full-time Band 3 Secretary/Administrator within Community Care Services at Mersey Care NHS Foundation Trust.
This role provides a comprehensive, high-quality administrative and reception support service, acting as a key point of contact for patients, service users,carers,and health professionals. The post holder will support clinical and operational teams to ensure the effective,timelyand confidential management of information and access to services.
The post holder will have responsibility for supervising administrative staff, allocating tasks and supporting the smooth running of the service
You will have experience working in an administrative role, ideally within the NHS or a healthcare setting, with strong IT, organisationaland communication skills. You will be able to manage competing demands, work accurately with confidentialinformation,and provide a high standard of customer service.
An NVQ Level 3 in Business Administration or equivalent experience is essential. Experience of patient administration systems and working in a busy office environment is desirable.
Main duties of the job
Supervisory responsibilitiesAct as first point of contact, providing reception services for patients, carers,staffand visitors Manage telephone, email and general enquiries,prioritisingand escalating as appropriate Arrange clinics, appointments and meetings, including diary management and record keeping Create,update,andmaintainelectronic patient records in line with Trust policies Input, retrieve and quality-check sensitive and confidential information accurately Support referral pathways and liaise with internal and external agencies asrequired Produce reports, statistics and performance information using Trust IT systems
Maintainsupplies, support administrativesystems,and highlight operational issues Contribute to service improvement activity and provide cover for colleagues whenrequired
VALUES -You will role-model Mersey Care'sCARES values and contribute to a Just and Learning Culture, promoting Civility and Respect in all interactions.
This vacancy is open to internal Mersey Care colleagues only.
About us
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.
Flexible working requests will be considered for all roles.
Job responsibilities
Act as a point of contact, receive and direct patients and visitors on arrival, providingreception 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 messagesare 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 inother organisations to request and compile health information in a timely manner.Responsibility for arranging clinics, booking appointments and associated data entryincluding the retrieval and maintenance of electronic patient records.Responsibility of creating new records and discharging records on the electronic recordssystem.Ensuring the maintenance of the referral pathway process following Service proceduresincluding liaison with other agencies and seeking consent as necessary.Input patient sensitive/confidential information onto patient administration systemensuring accuracy, updating information as appropriate.Record accurate and timely contact notes with patients on electronic record in line withTrust record keeping policy.The post holder will propose any necessary changes of local protocols to aid serviceimprovement, and to ensure that all standard operating procedures and guidancedocuments are kept up to date.Maintain appropriate supplies for the team, being responsible for all necessary ordering ofsupplies/ equipment.Produce statistics, documents and reports using various computerised systems asappropriate for example data relating to key performance indicators.To highlight any operational concerns regarding administrative systems so that they can bereviewed.Work closely with clinical and operational teams to ensure that rotas are up to date andshared 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 InformationGovernance 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, arrangingrefreshments, taking, and circulating notes and agendas as necessary. Meetings includebut not limited to MDT meetings and service / team meetingsSupport diary management as required. To work with others to plan ahead and managediary commitments ensuring equal balance and best use of time for meeting commitments.To participate and be engaged in service improvement initiatives/ activities to enhancequality of patient care. For example, participation in task and finish groups. The post holdershall as necessary, provide cover for and undertake duties of absent colleagues.The post holder shall follow all the policies and procedures of the organisation.Commit to the vision of supporting Mersey Care in becoming a leading organisation in theprovision of community services, mental health care, addiction services and learningdisability care, and in doing so fully utilise their skills and experience to support theobjectives of the Trust.Role model the values of the Trust Continuous Improvement, Accountability,Respectfulness, Enthusiasm and Support in all activities and interactions with employees,service users and other stakeholders.Challenge the stigma associated with mental health and learning difficulties.
Comply with the Duty of Candour, defined by Francis as: 'The volunteering of all relevantinformation to persons who have or may have been harmed by the provision of services,whether or not the information has been requested and whether or not a complaint or areport about that provision has been made.Work across professional and organisational boundaries to improve services for all.Maintain their specific knowledge base and develop new skills.Value the contribution of the patient/ service user voice.Operate within any organisational codes of practice or those from a relevant professionalbody.Respect equality and diversity across all areas of working practice and communicationswith staff, service users and other stakeholders.Take responsibility for the accurate and timely collection and recording of data andensuring all personally identifiable information is protected and used only for the purposesfor which it was intended.Comply with all health and safety legislation and local policies and procedures.Adhere to all organisational policies.Have knowledge and understanding of technology in the workplace which is sufficient tomaintain their efficiency and also how technology can empower service users in a digitalenvironment.Comply with the NHS Constitution in relation to the staff responsibilities that it sets out forNHS employees.Attend a one day Just and Learning & Civility and Respect training workshop.Be an ambassador for Just & Learning and Civility & Respect following the training.Positively advocate the just and learning culture within your team.
Be a confident supporter and implementer of the Trust CARES Values including Civility &Respect within your team.Support their team/ services to create a positive environment for Just and Learning Culture.Participate in Just and Learning Culture events.Bring Just and Learning Culture updates/ information to the attention of team membersand other MCT colleagues they work with.
Support and encourage the sharing of concerns about the safety and quality of care withsenior leaders with the aim of improving safety and quality.Actively participate in creating an open culture within your team so that concerns anddifficulties can be discussed safely and respectfully.Speaking up in the event that they are exposed to incivility between colleagues in theworkplace #iwillspeakup.Listening and understanding others who have concerns and taking a collaborative approachto work towards a solution to improve civility and respect.
Person Specification
Qualifications
Essential
- NVQ Level 3 in Business ...
