This job is brought to you by Jobs/Redefined, the UK''s leading over-50s age inclusive jobs board.Job summaryThe post holder will be responsible for clerical/reception duties within the Community Living Well Service. You will be expected to have an excellent telephone manner and to be courteous and kind to patients and other staff at all times. In addition, you will assist in the reception of patients to the service and ensure that they are comfortable, welcomed accordingly and dealt with by the relevant staff.A principal role of the post is to maintain the administrative systems relating a patients appointment. To be responsible for the management of all IAPT systems and patient medical files, ensuring that all records are accurately maintained, correctly tracked and available for Service Managers and the Admin Lead.The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.Main duties of the jobMain tasks and responsibilities

Patient/customer care (both direct and indirect)Ensure a high standard of customer service is provided to patients and visitors at all times.To cover reception, assist with appointment booking ensuring that correct metrics are recorded for waiting time pathways.Answer telephone queries and help with patient/GP/key worker enquiries.Liaise with the clinical team to book appointments and send out appointments/maps where appropriate.To register new patients onto the IAPT system and contact them for appointments.Provide clerical support as required to the unit.To cover external NHS invoices when necessary.Check that the reception/clinical areas are clean and tidy and maintain a safe, pleasant environment for patients, visitors and staff.Service hours are Monday to Thursday from 8am to 8pm and Friday 8am to 5pmCommunication

To inform patients if there is a known delay to their appointment.Ensure telephone enquiries are dealt with appropriately.Send letters and reports to referring other services if necessary.Respect the privacy and dignity of patients whilst carrying out duties.When maintenance work is required in the unit, to liaise with the estates department to log the request and follow up if the job is not undertaken within 24 hours.About usCNWL (Central and North West London NHS Foundation Trust) has almost 7,000 staff providing integrated healthcare to a third of London''s population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We''re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.We are recognised locally, nationally and internationally for providing high quality, innovative healthcare.Working for CNWL provides you with many development and training opportunities to further your career. We also have a generous annual leave allowance and a generous NHS pension. We offer a relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. See attached Staff Reward and Wellbeing Handbook detailing our benefits, discounts and wellbeing initiatives for staff.Job descriptionJob responsibilitiesESSENTIAL DESIRABLE EDUCATION and QUALIFICAITONS

Relevant Computer coursesRelevant NVQ Level 3 education/equivalent experienceAll staff are expected to take responsibility for their own continual personal and professional developmentRelevant DegreeSKILLS and ABILITIES

Good level of English language demonstrated through effective written and verbal skillsComputer keyboard skillsExperience in using Microsoft computer packages e.g. Word, ExcelMethodical and numerateFriendly and efficient telephone mannerAbility to work unsupervised Flexible approach to workAbility to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.Strong customer care skills including experience dealing with people who may be upset and angry (both face-to-face and on the telephone)Able to deal with stress in a calm and appropriate mannerIAPTUS and SystemOne TrainingEXPERIENCE and KNOWLEDGE

Dealing with the publicAbility to work as part of a team as well as on own initiative Previous knowledge of patient administration systems Knowledge of Hospital Waiting List Systems Understanding of issues relating to the NHSPrevious NHS Administration experienceExperience of working in a diverse community settingMature personalityAble to work within a team and unsupervisedCan discuss and apply knowledge and experience to patient careAble to work under pressure and work to a tight time scheduleAwareness of patient confidentiality Ability to relate to staff at all levels Adaptable and able to manage change Smart appearancePleasant disposition Reliable work recordJob descriptionJob responsibilitiesESSENTIAL DESIRABLE EDUCATION and QUALIFICAITONS

Relevant Computer coursesRelevant NVQ Level 3 education/equivalent experienceAll staff are expected to take responsibility for their own continual personal and professional developmentRelevant DegreeSKILLS and ABILITIES

Good level of English language demonstrated through effective written and verbal skillsComputer keyboard skillsExperience in using Microsoft computer packages e.g. Word, ExcelMethodical and numerateFriendly and efficient telephone mannerAbility to work unsupervised Flexible approach to workAbility to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.Strong customer care skills including experience dealing with people who may be upset and angry (both face-to-face and on the telephone)Able to deal with stress in a calm and appropriate mannerIAPTUS and SystemOne TrainingEXPERIENCE and KNOWLEDGE

Dealing with the publicAbility to work as part of a team as well as on own initiative Previous knowledge of patient administration systems Knowledge of Hospital Waiting List Systems Understanding of issues relating to the NHSPrevious NHS Administration experienceExperience of working in a diverse community settingMature personalityAble to work within a team and unsupervisedCan discuss and apply knowledge and experience to patient careAble to work under pressure and work to a tight time scheduleAwareness of patient confidentiality Ability to relate to staff at all levels Adaptable and able to manage change Smart appearancePleasant disposition Reliable work recordPerson SpecificationEXPERIENCE and KNOWLEDGEEssentialDealing with the publicAbility to work as part of a team as well as on own initiativePrevious knowledge of patient administration systemsKnowledge of Hospital Waiting List SystemsUnderstanding of issues relating to the NHSDesirableExperience of working in a diverse community settingPrevious NHS Administration experienceEducationEssentialRelevant Computer coursesRelevant NVQ Level 3 education/equivalent experienceAll staff are expected to take responsibility for their own continual personal and professional developmentDesirableRelevant DegreeSKILLS and ABILITIESEssentialGood level of English language demonstrated through effective written and verbal skillsComputer keyboard skillsExperience in using Microsoft computer packages e.g. Word, ExcelMethodical and numerateFriendly and efficient telephone mannerAbility to work unsupervisedFlexible approach to workAbility to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.Strong customer care skills including experience dealing with people who may be upset and angry (both face-toface and on the telephone)Able to deal with stress in a calm and appropriate mannerDesirableIAPTUS and SystemOne TrainingPersonal AttributesEssentialMature personalityAble to work within a team and unsupervisedCan discuss and apply knowledge and experience to patient careAble to work under pressure and work to a tight time scheduleAwareness of patient confidentialityAbility to relate to staff at all levelsAdaptable and able to manage changeSmart appearancePleasant dispositionReliable work recordPerson SpecificationEXPERIENCE and KNOWLEDGEEssentialDealing with the publicAbility to work as part of a team as well as on own initiativePrevious knowledge of patient administration systemsKnowledge of Hospital Waiting List SystemsUnderstanding of issues relating to the NHSDesirableExperience of working in a diverse community settingPrevious NHS Administration experienceEducationEssentialRelevant Computer coursesRelevant NVQ Level 3 education/equivalent experienceAll staff are expected to take responsibility for their own continual personal and professional developmentDesirableRelevant DegreeSKILLS and ABILITIESEssentialGood level of English language demonstrated through effective written and verbal skillsComputer keyboard skillsExperience in using Microsoft computer packages e.g. Word, ExcelMethodical and numerateFriendly and efficient telephone mannerAbility to work unsupervisedFlexible approach to workAbility to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.Strong customer care skills including experience dealing with people who may be upset and angry (both face-toface and on the telephone)Able to deal with stress in a calm and appropriate mannerDesirableIAPTUS and SystemOne TrainingPersonal AttributesEssentialMature personalityAble to work within a team and unsupervisedCan discuss and apply knowledge and experience to patient careAble to work under pressure and work to a tight time scheduleAwareness of patient confidentialityAbility to relate to staff at all levelsAdaptable and able to manage changeSmart appearancePleasant dispositionReliable work recordDisclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .Additional informationCertificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .Employer detailsEmployer nameCentral and North West London NHS Foundation TrustAddressSt Charles Hospital Mental Health CentreExmoor StreetLondonW10 6DZEmployer''s website

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