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Job description

The post holder will join the large and busy CLW admin team. The CLW admin team is the first point of contact for CLW service users and visitors, and provides administrative support to enable the smooth functioning of the service.

The post holder will be responsible for providing a welcoming environment for service users in person or by phone / email; helping the smooth running of the service by registering referrals, booking appointments, managing cancellations and dealing with enquiries from staff, referrers, service users and their carers; and any other duties required to support the service.

The post holder will be responsible for maintaining high standards of care and professionalism and providing services in accordance with the Trusts declared values and behaviours.

Other qualities include being punctual, reliable, smart appearance and hard working with a professional demeanour.

1. To answer the telephone in a friendly and efficient manner and manage enquiries appropriately.

2. Communicate effectively by competent use of email, telephone, written and face-toface communication 3. To manage the team email account when required, including responding to enquiries by email, ensuring incoming emails are passed to the appropriate recipient in a timely manner, alerting managers to any urgent issues and maintaining a tidy and organised inbox.

4. The post holder will be required to use IAPTUS and Systmone for data entry case note tracking, patient enquiries, and patient appointments for the services.

5. The post holder may be required to work in other areas of the department at short notice to cover unplanned sickness or annual leave on other departments.

6. The post holder will exercise judgement and tact when dealing with queries from staff, patients, carers and external contacts and when dealing with enquiries in relation to making appointments with the patient.

Central and North West London NHS Foundation Trust is committed to involve staff at all levels in the development of the organisation.
Managers should ensure that staff are encouraged and involved in organisational and service developments including business planning and they are able to influence discussions, which affect them and their working conditions.

All managers should engender a culture of openness and inclusion so that staff feel free to contribute and voice concerns. They should develop and implement communication systems that ensure staff are well informed and have an opportunity to feedback their views.

MAIN DUTIES AND RESPONSIBILITIES
1. To answer the telephone in a friendly and efficient manner and manage enquiries appropriately.
2. Communicate effectively by competent use of email, telephone, written and face-to-face communication
3. To manage the team email account when required, including responding to enquiries by email, ensuring incoming emails are passed to the appropriate recipient in a timely manner, alerting managers to any urgent issues and maintaining a tidy and organised inbox.
4. The post holder will be required to use IAPTUS and Systmone for data entry case note tracking, patient enquiries, and patient appointments for the services.
5. The post holder may be required to work in other areas of the department at short notice to cover unplanned sickness or annual leave on other departments.
6. The post holder will exercise judgement and tact when dealing with queries from staff, patients, carers and external contacts and when dealing with enquiries in relation to making appointments with the patient.
7. Contribute to a culture of open and honest communication.
8. Undertake house-keeping duties, including tidying your work area and other administrative and clinical areas.
9. There will be a requirement to handle mail (incoming and outgoing) and direct to the relevant department.
10. The post-holder will be required to prioritise their own workload.

11. The post holder will follow departmental standard operating procedures.
12. Adhere to all Trust policies and procedures.
13. The post holder will ensure the appropriate use of the Trust’s resources such as stationary, telephone usage, photocopying and other consumables in the course of business, ensuring minimal waste and minimal cost.
14. Book appointments and manage cancellations or amendments in a timely manner.
15. Organise interpreters and notify users as and when required.
16. Responsible for covering reception duties, across all CLW bases as and when required.
17. To participate in on the job learning, this includes shadowing experienced staff, reading up on service and CNWL policies, asking for guidance, and asking questions to clarify points of limited, knowledge, experience and understanding.
18. To attend regular supervision meetings.
19. To participate in a yearly appraisal and action any identified goals and personal
development plan arising from the appraisal.
20. To support the service to maintain 8am-8pm opening hours by working shifts including: 8am-4pm; 9am-5pm and 12pm-8pm as required.
21. To ensure all mandatory training is completed and kept up to date, staff may be requested to attend nominated fire officer and first aid training if required by the service.