Job Description

Job overview



The post holder will work within a centralised community administration department within at the Lighthouse Child Development Centre (the Service) providing a comprehensive administration service that will support clinical services and functions within Trust localities. The Lighthouse Centre is open Monday to Friday between the hours of 8am and 5pm.



The Service will ensure the timely and accurate recording of all activity across services using Trust and partnership information systems.



The service will require a team approach to ensure cover for absence across all services/locations and the post-holder will be required, on occasion, to relate to provide this cover.



Post holders, as appropriate, will be required to provide secretarial duties on behalf of the Service. Post holders will also act as telephone agents and will ensure that the Trust's commitments to customer service and immediate access is a priority.



Main duties of the job



You will be part of an administration team providing reception and administrative duties including handling incoming and outgoing telephone enquires in a polite, professional and efficient manner, responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable clients and carers. Maintain strict confidentiality at all times.



You will record accurate messages and follow them up appropriately in accordance to department guidelines. Admin duties include: s canning documents into SystmOne, the referral portal, dealing with tasks, emails, walk in enquires, telephone enquiries and prescription requests.



To communicate with clients, GP's or other healthcare professionals seeking further help/information and to deal in an appropriate manner with people who can be hostile, abusive or aggressive.



To exchange confidential, sensitive information with staff, patients/clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times.



Valuing you. Recognising your dedication. At EPUT, we look after you.



Receive supervision and support to help you fulfil your potential.



Join an inclusive EPUT community and connect with others through engagement events and equality or champion networks.



If you need help, we provide mental health and wellbeing services, occupational health advice and counselling.



We run recognition awards to recognise staff's hard work and dedication.



Benefits



27 days holiday, plus bank holidays, rising to 33 days after 10 years' service.



Excellent pension of up to14.5% of your pensionable pay.



Staff discounts include Blue Light Card, NHS discount offers, and staff benefits.



8K relocation package if you move to Essex to join us



Season ticket loans are interest-free to cover the cost of travelling to and from work via tram, rail, or bus.



Work that wraps around your needs

Flexible working:

available from day one for most roles.

Job share:

Applications for job shares are welcomed.



Main duties of the job



You will be required to handle incoming and outgoing telephone enquires in a polite, professional and efficient manner, responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable clients and carers. Maintain strict confidentiality at all times.



You will provide cover for the reception role as and when necessary between the hours of 8am and 5pm (rota). Meeting, greeting and checking in patients. Checking accuracy of patient information and liaising with the healthcare assistant.



Record accurate messages and follow them up appropriately in accordance to department guidelines.



Scan documents into SystmOne, deal with tasks, emails, and walk in enquires and telephone enquiries.



Administration for prescription requests including booking slots for prescriptions to be issued and liaise with parents / carers regarding the process.



Administration for our referral portal (MyCareBridge); correctly replicating referral information as directed.



To deal face-to-face with clients seeking further help/information and to be aware of the needs of the patients/clients and to deal in an appropriate manner with people who can be hostile, abusive or aggressive.



To exchange confidential, sensitive information with staff, patients/clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times.



Deal with queries raised by patients, relatives, GP's or other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.