Job overview
This Band 5 Office Systems Manager position is based in the community at the Michael Palin Centre for Stammering, a specialist clinic based in Clerkenwell. It is a full time office-based post, involving supporting with receptionist telephone and door cover, liaising with the Centre's patients to arrange appointments, using electronic bookings and health records systems (RIO), overseeing website bookings, payments and raising invoices for the Centre's training course bookings and oversight of the office systems to ensure an excellent patient experience.
Main duties of the job
This Office Systems Manager will be a key member of the Michael Palin Centre (MPC) team working closely with the Centre’s Business Development Manager, the administration team and the therapy team. They will implement and maintain systems for the Centre’s income generation – via NHS, training and private therapy routes – building on the Centre’s established profile and reputation. They will also oversee the administration systems of the Michael Palin Centre front office, providing reception, telephone and email support as necessary to the admin team, providing an excellent client experience and supporting the smooth running of the Centre’s infrastructure.
The post holder will have effective, clear and confident communication skills on the phone and in person, accurate and clear written skills and advanced and accurate Excel spreadsheet skills. This is a busy office with many interruptions so the post holder will be a skilled multi-tasker, a self starter and able to maintain a professional demeanour under pressure.
Working for our organisation
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Detailed job description and main responsibilities
Communication and Reception
To provide a warm, welcoming and professional reception for all clients, their families and visiting professionals from 8.30am to 5pm daily.
To provide a courteous and professional response to telephone enquiries from clients, carers and professionals providing non-clinical information whilst exercising judgment to ensure that all the relevant personnel are given the necessary information.
To provide appropriate advice to queries via the Helpline, to log the call or email and to involve the clinical team as appropriate.
To take telephone messages, including voicemail and distribute them by email.
To support as necessary with the email correspondence to the central Centre email account, responding or forwarding to the therapy team, making judgments involving complex facts or situations which require the analysis, interpretation and comparison of a number of situations.
To ensure that clients with particular needs are identified and clinical staff are informed immediately.
To use own initiative and work unsupervised, maintaining appropriately high standards.
To maintain intense concentration on tasks in an environment where there are competing demands for attention.
To keep the reception waiting area tidy and secure, ensuring all displayed information is kept up to date and monitoring the cleanliness of the toys.
Administration
To be familiar with the office electronic administration systems.
To implement, update and monitor the teaching course bookings and payment systems, including: Monitoring card payment bookings via Tickera on MPC website and entering into the bookings spreadsheet.Monitoring bookings via invoice, sending links to set contacts up as suppliers and liaising to obtain purchase orders.Entering teaching invoices onto monthly NHS Finance spreadsheets and submitting to the finance department in a timely fashion.Notifying the Business Development Manager and the teaching team of booking numbersEntering SLT details onto teaching database, e.g. Mailchimp or similar.
To oversee the administration of the private assessment and therapy service: Ensuring the database of private clients is maintained.Arranging and monitoring card payments and informing the clinical team.Undertaking other duties as the private service is developed.
To oversee and support the admin team with office duties as necessary, including: Processing incoming and outgoing mail, date-stamping documentation as necessary.Monitoring issues related to the building and submitting requests for support from the Estates or Security department as necessary.Monitoring visitors to the Centre including Estates staff and ensuring signing in/out.Managing the issue and return of security fobs to visitors to the Centre.Recording incidents using the Datix system.Ensuring cover for other administrative staff in the department (own workload permitting) during periods of absence through annual leave and sickness.Overseeing administrative volunteers as required.Procuring of stationery and equipment via the electronic procurement system PECOS, ensuring sufficient stock is maintained and receipting deliveries of orders on PECOS.
To oversee and support the admin team as necessary with the appointment booking systems, including the following: Maintenance of the clinical room on-line booking diary, entering assessment appointments and alerting the team of cancellations and double bookings as appropriate.Maintenance of the MPC caseload database, producing reports for the Head of the Centre as required.Receipting electronic, email, telephone and paper referrals, acknowledging, seeking further information (including telephoning families as appropriate) and entering on to the database and the RIO system as appropriate.Monitoring the Patient Tracker List for long waiters.Reporting referral numbers to the Head of the Centre on a monthly basis.Booking and confirming assessment and entries into the online dairy and RIO.Sending assessment appointments and information as required, liaising with the clients, families, referring speech and language therapists, the Research Administrator and with the Interpreting and Advocacy Service of Whittington Health and making bookings as necessary.Maintaining the database outcome and discharge details.Distributing copies of clinical reports and letters as required and upload to RIO once parental consent gained.
To oversee and support the admin team with clinical NHS financial systems, including: Submitting funding applications to commissioners of children’s and adults’ services, following up on approvals and ensuring the information is disseminated promptly to the specialist team Completing purchase order & invoice for therapy onto NHS Finance spreadsheets & submitting to the finance department in a timely fashion.
To arrange archiving of old paper records and requesting retrieval of archived files from Iron Mountain as required.
General
To assist in preparing the Centre’s facilities for clinical use, including opening up and closing the Centre and its rooms on a daily basis.
To attend training including attendance at mandatory and other training courses as required, including Level 1 and 2 Child Protection.
To assist in training and integration of new, temporary and permanent members of staff.
To respond to activated panic alarms which are situated in all clinic rooms and accessible toilets, and to ensure the Head of the Centre is informed of all activities.
Any other reasonable duties as directed appropriate to grade.
Person specification
Skills
Essential criteria
Advanced word processing skills (with exceptional accuracy in punctuation, spelling and grammar)
Succinct, clear and accessible written language skills
Intermediate Excel spreadsheet skills
Desirable criteria
Advanced Excel spreadsheet skills
Database skills eg Access
Skilled using CANVA or equivalent software
Skilled using Mailchimp or equivalent to send newsletters
Skilled using social media platforms, developing posts & managing traffic
Skilled using website dashboard eg WordPress
Experience
Essential criteria
Experience of working in public sector in public facing role
Desirable criteria
Experience using invoicing systems within NHS Commissioning
Experience of working in a noisy, busy environment with multiple interruptions
Attitude
Essential criteria
Willingness to ‘go the extra mile’ for clients, families and other professionals.
SAFEGUARDING CHILDREN AND ADULTS
To comply with the Trust’s Safeguarding Children and Adults policies , procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:
Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
Ensure you are familiar and comply with local protocols and systems for information sharing.
Know the appropriate contact numbers and required reporting lines.
Participate in required training and supervision.
Comply with required professional boundaries and codes of conduct
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.
