Job Description

You will need to be flexible and reactive to the current requests and demands, whilst managing your own workload. You will have empathy with/and or experience of working with people who have experienced mental health distress and you will need a degree of resilience as some of the work can include details of a distressing nature.
You will need excellent communication skills alongside a range of administrative skills. You will be responsible for daily administrative tasks such as handling incoming calls, attending and minuting meetings, communication to a wide range of people, including Service Users, GPs, Pharmacies and staff, providing administrative support to the clinical team from Care Coordinators to Consultants, keeping patient records up to date using the RiO system.

Utilize written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
Exchange verbal and written information with patients, staff and careers relating to appointments, admissions and meetings etc.
Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information. Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.

• To receive and open mail (paper and electronic as necessary) and distribute/dispatch accordingly ensuring appropriate action is taken with high priority items.
• To manage both telephone and face to face contacts with distressed service users in a supportive and empathetic manner.
• Exercise judgment when dealing with patient enquiries, analyze and resolve non-clinical patient problems including resolving conflicting diary
• appointments or schedules, clinics, meetings, tribunals etc.
• Escalating issues to the Lead Clinical Services Administrator as appropriate
• Type patient reports/correspondence/e-mails as required, deal with telephone/face to face enquiries from patients. Input accurate and up to date patient data onto the Rio system.
• The post holder will order stationery and other necessary items for the team via the procurement system. May be responsible for petty cash float/handling.
• Supporting the induction of new staff members as required.
• Produce confidential correspondence and reports on a frequent basis.
• Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.
• Take and distribute formal minutes as necessary.
• Clerical duties including photocopying and scanning.
• Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards
• Provide cover for colleagues when and where necessary.
• Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.
• Priorities workload with particular consideration to issues arising and responding to shifting priorities appropriately
• Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or careers.

Required Knowledge, Skills, and Abilities