Band 4 Clinical Services Lead Administrator - Secure Services

To provide comprehensive administration and secretarial leadership to the Senior Management Team at Secure Services, Bristol. Good written communication is essential as duties include taking notes and creating a set of minutes for a variety of different meetings.

This role requires excellent communication skills and time management skills. This role would suit you, if you like to work in a team of administrators supporting a large and diverse team of clinical practitioners. If you are able to manage your own workload and enjoy a varied day this job will be for you.

Main duties of the job

We are looking for an enthusiastic self-motivated person who can work under pressure, using their initiative, professional attitude, and administrative skills to support the ongoing development and smooth running of the service. The post holder will provide support to the team managers and team nursing staff, and will need to have a flexible and adaptable approach to conflicting demands and deadlines.

The role will involve competent use of IT systems used within AWP, for which training will be provided. Duties will include daily key performance monitoring, processing admissions and discharges, co-ordination of leave requests, diary/calendar management, arranging and attending meetings, note taking, typing and collating letters, and liaising with GP surgeries and external agencies.

The post holder will have supervisory responsibility for the other administrators within the team, which will include staff supervision, annual appraisal, sickness absence monitoring, and staff performance. You will manage your own workload, ensuring that work is prioritised and dealt with in a timely manner. You will have an innovative approach to team working. You will receive supervision, support and guidance from your Business Co-ordinator. 

Working for our organisation

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.

Detailed job description and main responsibilities

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

• Medical Staff
• Multidisciplinary Teams (Community or Inpatient)
• Services Users and Carers 
• Health and Social Care teams 
• Third sector/voluntary agencies 
• Community groups and local authority provision 
• Other statutory agencies e.g. Police, Ministry of Justice etc. 

Set out local specifics as required 

Excellent communication skills, written and verbal, with a wide range of people, including outside agencies, sometimes requiring tact and persuasive skills where there may be barriers to understanding or agreement.

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.

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/despatch 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 judgement when dealing with patient inquires, analyse and resolve non-clinical patient problems including resolving conflicting diary 

appointments or schedules, clinics, meetings, tribunals etc.

Manage the organisation of key meetings including business meetings and conferences, grievance hearings etc. and compile and prepare agendas and supporting papers for meetings.

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. 

Interpret and advise on data and office management functions and implement relevant procedures.

Consider line management issues and decide on a course of action to be taken.

Day to Day line management and support to medical staff as required: 

• Carry out supervision sessions on a monthly basis 
• Undertake appraisals
• Provide immediate guidance and assistance in problem solving 
• Agree/monitor absences in regard to Annual leave, flexi time, sickness 
• Workload management 

Prepare and present reports and a range of complex information in a range of formats including the production of scorecards, KPIs, performance reports and ad-hoc reports. 

Collect performance data and produce monthly performance reports as required and directed by the Business Coordinator.

Ensure that appropriate systems are developed and maintained to prompt bring forward information or follow-up that is required for appointments, meetings and projects etc. and for outstanding work that has been requested by a certain deadline. 

Take and distribute formal minutes as necessary. 

Authorised signatory for small payments, timesheets. 

Set up and manage effective office management/filing systems to support the service delivery.

May need to arrange rotas/staff cover.

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.