Job Description

We are looking for a motivated and enthusiastic person to join our South Glos Recovery North team at The Elms, Thornbury.



We are going through a period of change and are looking to appoint a forward thinking, flexible, resilient and resourceful individual with experience and/or an interest in working with service users accessing community mental health services.



The successful applicant will have proven administration skills, a warm, friendly telephone manner and face to face interaction, good experience of typing (note taking & dictation) and enjoy being a team player.



Experience of handling difficult/challenging conversations would be an advantage for this role.



The post holder will work closely with the other administrators and report to the Lead Admin and Team Manager, and also support the Medics, Senior Practitioners and Registered Professionals (Key Workers) to ensure the service meets service user outcomes, its key performance indicators.



This role will also be supporting the maintenance of the building and running the reception.



The services operate from 0900-1700 Monday to Friday.



This front of house role will include managing the referrals coming in to the team, providing comprehensive administration and secretarial support and involves duties such as meeting and greeting visitors, receiving initial enquiries and directing telephone calls.



There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills. They will possess excellent working knowledge of all Microsoft Office systems

including Word and Excel.



The post holder will be able to work to high standards and will be required to take personal details from people and upload onto the electronic patient record system (Rio).



The post holder will need to meet deadlines, collate data and maintain standards relating to administrative processes. They will need to be able

to work within a team effectively and share work streams where appropriate.



The post holder will be key in maintaining diaries and arranging meetings, taking formal minutes and keeping appropriate records on the most up to date templates.



We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust): a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.



We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.



Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.



At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.



Liaise with a wide range of stakeholders, both internal to the organisation and external.



Providing Secretarial support to named Medical Staff/management team.



Utilise 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.



The arranging and negotiation of various meetings including those with other agency involvement. Negotiating diary conflicts and competing priorities as appropriate.



Exchange verbal and written information with patients, staff and carers 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.



The provision of and updating of patient notes, collation of information for transfer of care etc.



Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.



Facilitating the administration processes for the Team meeting.



To manage both telephone and face to face contacts with distressed service users in a supportive and empathetic manner.



Exercise judgement when dealing with patient enquiries, analyse 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.



Arrange meetings and appointments for members of the team including the scheduling of:

Consultant Clinic Appointments.

Tribunals.

Room Bookings.

Other bookings as required.



Arranging and rearranging as appropriate clinics, appointments etc.



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.



Produce confidential correspondence and reports on a frequent basis.



Supporting the Team/Service Manager with the Administration of meeting, RCA's, investigations etc.



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.



Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.



Prioritise 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 carers.