Clinical Support Administrator

Do you have the experience and drive to fulfil the role of a Clinical Support Administrator working within the Norfolk and Waveney Talking Therapies Service? Do you enjoy working as part of a team, enjoy providing a great service to customers and have an eye for detail? We have an exciting opportunity to join a successful team of administrators who are pivotal in what can be a demanding and fast-paced yet rewarding environment.

The successful candidate will demonstrate enthusiasm and flexibility with an organised, collaborative and priority-based approach to administration delivery. The successful candidate will also have excellent customer service skills and will be used to dealing with significant levels of telephone, emailing and data entry work. The role will include call handling, inbox management, data entry and general administrative support to clinical teams and team leaders.

Please note we are looking for the successful candidate to work across hubs based in Kings Lynn, Dereham and Norwich Central.

Candidates will need to demonstrate exceptional interpersonal and customer service skills with a dedication to confidentiality and service user experience.

You will be joining a fast-paced and changing environment using a range of clinical systems and Microsoft packages. Previous experience of all Microsoft packages is desirable. Experience of Trust IT systems would be of benefit but not essential as all training will be provided. The post holder will work within a busy team environment based in Norwich. Please note the service operates from 8am to 8pm and there will be a requirement to work a shift pattern within these working hours working one evening a week until 8pm.

Provide secretarial / administrative support to the team in order that they can provide an efficient service to all customers. Respond to the administrative needs of the service to ensure that the requirements of the organisation are met.
DUTIES AND RESPONSIBILITIES
Clinical Support Provide accurate, prompt and efficient secretarial/administrative support to the clinical multi disciplinary team which may include spreadsheets and reports.

Use electronic systems to input and access information as required by the clinical multi disciplinary team.

Deal with and process all types of patient referrals liaising directly with General Practitioners, clinical staff including medical staff from other areas.

Liaise with clinical team members in relation to urgent referrals or other emergencies.

Provide non-clinical information to patients and families, where necessary, including cancellation of appointments.

Communication

Contribute to effective communication by liaising with internal and external parties and agencies as required on behalf of the team.

Deal with correspondence and communication liaising, prioritising and co-ordinating with the clinical team.

Deal with telephone calls and general enquiries and maintain an efficient message system coordinating with team members.

Liaise in a professional manner with each member of the team, providing relevant information. Liaising with clients visiting hub venues for appointments.

Maintain a clear code of conduct and high standards of customer service in terms of dignity, respect and excellent customer service to all internal and external customers.
Service Development

Participate in ongoing audits and service development as directed by Line Manager. Assist the Business Support Manager in relation to developing policies and procedures.
Knowledge & Training

Provide training to administration staff as identified by line manager. Maintain own professional development portfolio and participate in appropriate training programmes and ensuring annual attendance for mandatory training.
Supervisory Responsibilities

Supervise lower banded staff.

Provide induction, support and advice to new / temporary staff as identified by the line manager.

Participate in supervision and KSF appraisal in line with Trust policies

General

Diary management as required for team members to include appointments / meetings, regular commitments to assist in organising the workload.

Ensure confidential information is retained and stored in line with Trust policy in an efficient and effective manner.

Use set procedures to undertake administrative and secretarial functions around legislative procedures i.e. Mental Health Act, Mental Capacity Act.

Attend and contribute to internal/external meetings relevant to the post as delegated by the line manager.

Provide cover for other administrative staff during holidays and sickness, across the Locality.

Liaise with maintenance departments as delegated by line manager regarding buildings and general maintenance.

Liaise with IT departments as delegated by line manager regarding problems / faults with electronic equipment  responsive, adaptable and flexible to working across the locality bases.

Undertake other appropriate duties as directed, being adaptable and flexible to service needs…