Enquiries Secretarial Administrator Sheffield, England
Job description
Overview
ADHD 360 is a small private healthcare provider specialising in the assessment, diagnosis and treatment of ADHD. Based administratively in Lincolnshire, ‘360’ has a national footprint with clinics in many towns and cities as well as a remote clinical capability allowing for services nationwide.
The founding Directors of ADHD 360 have set out to provide a world class service to our patients, learning from common mistakes, problems and barriers to success often found in state funded national services. To that end the processes and principles that underpin ADHD 360 are ‘different’, very much focused on the patient, and follow the HR principles of ‘right skills, at the right place and the right time’.
The absence of a national, credible helpline for ADHD is a recognised gap in the provision of services to this important neurodivergent community. ADHD 360 are ‘standing’ up a national helpline to assist the ‘greater good’.
ADHD 360 have a large patient list and a number of NHS contracts. Patients do not see any difference between a private patient and one we are treating under an NHS contract. We have streamlined processes, aggressive timelines for the patient pathway and we aim to titrate and optimise our patients within 12 weeks of assessment. These patients will form the backbone of the Helpline commitment as well as recognising the needs of patients that are outside the ADHD 360 patient group.
Overview of the role
You will report to the Operations Manager (Inbound).
The core elements of the role are:
- Answering helpline enquiries through platforms such as the telephone, social media and email,
- Assisting the enquirer to become better informed and better placed to move forward with their ADHD based enquiry,
- Assisting the enquirer to become more aware of our services and the structured, managed payment options available to them,
- A key metric for this team will be patient (customer) satisfaction and the accuracy of the advice given,
- Liaising with the clinical team to help with patient enquiries.
Culture
ADHD 360 have a strong learning culture, which is open transparent and honest. 360 do not believe in blame, and we build off our strengths and our learning. Training will be provided for post holders and specialist advisors will also be involved in assisting the team to reach competency quickly and effectively.
Continuous Professional Development (CPD) is expected, and the post holder should expect to have responsibility for their learning whilst also engaging in CPD events provided by ADHD 360.
ADHD 360 have patients across the lifespan and we must at all times be aware of our responsibilities regarding the safeguarding of adults and children in our care.
Terms and conditions
The location for work will be Brunel House, Deepdale Retail Park, Deepdale Lane, LN2 2LL and remotely as commitments require.
Essential qualifications
- Competent and confident with computers
- Confident on the telephone, managing calls on unknown subjects, under pressure and delivering in those circumstances with a focus and empathy
- Proficient with MS Office, especially Outlook and Word
- Organisation skills and an ability to manage their own workload
- An ability to work on their own initiative yet be a key part of a team
- Be a natural problem solver
- Positive outlook and an ability to work well under pressure
- Being flexible to ‘go the extra mile’ when a patient in need requires that ‘little bit extra’
Competencies
- Integrity – the role requires honesty and being ethical
- Dependability – the role relies on the post holder being reliable, responsible, dependable and fulfilling their obligations
- Attention to detail – the role requires a high level of attention to detail to ensure patient safety and to deliver ‘right first time’
- Confidence – the post holder must demonstrate confidence to the patient / families and also within the team, this should be built on professional competence and a measure of humility
- Team player – the post holder will be a key part of a team that shares goals, culture and an ethos built around delivery for our patient group
- Resilience – the post holder will be expected to be strong, to cope with the demands of providing healthcare to the ADHD patient group, and be capable of investing themselves in this responsibility.
Behavioural focus
The post holder will assist ADHD 360 to achieve point 3 of the current Business Plan:
Running a clinical service as an appropriate business, with meaningful performance metrics, including but not limited to
- the patient experience,
- the clinician experience,
- turnover and
- profit
The post holder will also be expected to be a part of the team that delivers our culture:
Culturally we need ADHD 360 to be sustainably:
- A place where we want to work
- A place where others seek to work
- A workplace of openness and honesty
- A place where feedback is given for the benefit of the task and the company.
Additional benefits include:
- Access to our resource (Chrysalis Cottage), a 4-berth static caravan located in the Peak District, free for the use of our staff providing respite, a chance to ‘take time out’ or just to have a free vacation in a super location
- A highly competitive pay package
- Contributory pension scheme with over payment by ADHD 360 (4%) (salaried staff only)
- Provided high specification IT including as a minimum (on loan):
o Laptop
o Secure VOIP desktop phone
- Being part of an excellent, motivated team
- Intrinsic reward of being part of a team that helps people through their individual patient journey.
Job Type: Full-time
Salary: £12.27-£13.00 per hour
Benefits:
- Additional leave
- Casual dress
- Free parking
- On-site parking
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: One location
Application deadline: 11/05/2023
Reference ID: Enquiries Sheffield
