Mental Health Support Admin & Data Coordinator

Job Overview

The MHST Business Support Administrator will provide administrative support to the MHST local service. They will work within service level standards to deliver an efficient and effective service, dealing with telephone, email and personal enquiries from patients, carers and members of the public, schools, GPs and other healthcare professionals and statutory and non‑statutory organisations.

Main Duties of the Job

The MHST Business Support Administrator will provide non‑clinical information and advice to patients and relatives within the boundaries of the role, take accurate messages, respond appropriately and pass information on in an appropriate manner, and escalating issues to clinical staff as required.

The post holder will be required to work in a busy and demanding environment, should be able to work without direct supervision, exercise initiative, multitask, liaise effectively with a broad range of professions while maintaining client confidentiality, and cover for other administration staff across several locations when appropriate. This is a varied and challenging post suitable for an individual with excellent interpersonal skills, organisational, adaptive, collaborative and a systems‑approach to problem‑solving.

Working for our Organisation

Central and North West London NHS Foundation Trust (CNWL) is one of the largest and most diverse community and mental health trusts in the country, with a “good” rating from the CQC and caring for people across the life course.

Detailed Job Description And Main Responsibilities

• Communication
• To work positively with colleagues to maintain effective relationships.
• To communicate effectively with a wide range of people from different backgrounds. Dealing sensitively and tactfully with clients and their parents/carers in person, or on the telephone.
• To take and relay clear messages. This includes handling queries from other professionals and obtaining information to enable these to be dealt with as effectively and speedily as possible.
• To deal sensitively with children, young people and their parents/carers who may be distressed. To exercise judgement when dealing with inquiries and resolve patient problems by providing information and advice regarding appointments or the service as appropriate, or by passing on to the appropriate team member.
• To use a variety of verbal and non‑verbal communication skills to ensure that the caller understands the relevant information given. This includes callers of a non‑English speaking background (who may require an interpreter), those with a hearing impairment, with altered emotional states, with cognitive learning and / or a behavioural disability or communication deficits.
• To ensure that patients’ notes are treated confidentially and are correctly maintained following Caldicott guidelines and that documentation contained there is correct, of a high quality of standard and is maintained at all times.
• Information:
• To set up, administer and supervise the maintenance of statistical information using a spreadsheet, database or dedicated Trust Clinical/ Information or Business Intelligence Systems (e.g., MS Excel, SystmOne, Tableau)
• To assist the Team lead/Senior Clinicians/Business manager to ensure the required data and KPI submission are submitted with all required data and within the required time scale
• To work with staff to ensure data is correct and complete in line with service requirements
• To provide information reports as required by the Senior Management Team
• To undertake audits of the administrative systems, including data quality checks, clinical systems spot checks, office procedures, etc.
• Clinical Systems management
• To use various clinical Systems to input data accurately and in a timely manner
• To undertake relevant administration duties associated with processing incoming referrals and bookings management as required and when necessary.
• To act as a local Clinical Systems Super User and to train staff to use the clinical systems effectively
• To be an expert in the use of clinical systems, willing to share their knowledge with colleagues and attend regular networking events with other Super Users
• To alert professionals/line manager of possible emergency or urgent referrals and to keep staff up to date regarding changes of arrangements, messages, emails or other correspondence
• To ensure that data and recording requirements are fulfilled and that information is shared and disseminated in a professional and timely manner
• To co‑coordinate the collection and update of patient information database systems, ensuring data quality is monitored and any concerns raised
• To be the local point of contact for troubleshooting issues reported by the team members and elevate/refer to as appropriate, ex. to Tech Support, Clinical Systems
• Administrative
• To provide a comprehensive administrative service, including processing all reports, correspondence and documentation including referrals and administrative letters, arranging appointments, booking rooms and related photocopying, printing, scanning, etc.
• To take and relay clear messages. This includes handling queries from other professionals and obtaining information to enable these to be dealt with as effectively & speedily as possible
• To ensure all administrative systems are managed electronically where possible.
• To maintain office systems and ensure information relating to service users is accessible to relevant staff, ensuring confidentiality at all times
• To book interpreters and translators for client appointments & monitor confirmation of & action as appropriate
• To ensure there is an adequate supply of all office items, including stationery supplies, information leaflets, etc. available for colleagues & service users, to act as the local SBS requisitioner
• To undertake general office duties including: photocopying, printing, collating & binding of documents, laminating, faxing, etc. as required
• To provide administrative support for presentations including setting up of equipment, providing handouts and refreshments as appropriate. This may be on‑site or at another venue.
• To develop and maintain information‑gathering systems for the team and as required, prepare reports and audits from the data gathered
• To ensure regular maintenance of non‑clinical equipment within the team, ensuring that equipment is reported for repair as necessary and that the office is kept clean and tidy at all times.
• To organise and co‑coordinate meetings, training events, promotional events and Away Days for the team as and when required
• To be responsible for setting up new suppliers on SBS, raising PO numbers and receipting invoices for the team as and when required
• If necessary, to take responsibility for handling petty cash as outlined in Trust Procedures.
• To have an understanding of health and safety regulations and assist in maintaining a safe environment for clients and visitors in accordance with Fire, health and safety procedures
• General
• Work in accordance with the appropriate CNWL policy and procedure at all times
• To have a full working knowledge of the IT systems and applications used.
• To attend meetings as required, take minutes and circulate afterwards.
• Manage inventory spreadsheet/tracker for IT equipment
• To act as the local Nominated officer for Fire for the Team
• Seek to improve personal performance, contribution, knowledge and skill
• Participate in appraisal, training and supervision processes
• Keep up-to-date with developments in services, legislation and practice relevant to the relevant client group
• Contribute to maintaining safe systems of work and a safe environment
• To report to line manager any issues that are of concern relating to health and safety of the building
• Assist Team Lead/ Senior clinicians/ Business manager with requests consistent with role and banding. This is likely to vary between portfolios but may cover such areas as compliance and governance (statutory and mandatory training, Healthroster, TRAC, team promotion, CQC compliance)

Person Specification

Education & Qualifications

• Essential criteria
  • Educated to GCSE standard or equivalent.
  • NVQ3 in Business Administration or evidence of equivalent practical experience.
  • Very good standard of written and spoken English
• Desirable criteria
  • Recognised qualification in the use of computer software e.g. Microsoft Word, Excel, Access, ECDL
  • Project management qualifications

Previous Experience

• Essential criteria
  • Relevant experience of working in an administrative role
  • Experience of working in the NHS or any other healthcare setting and knowledge of mental health terminology.
  • Familiar with Microsoft package: Outlook, PowerPoint, Email, Microsoft Teams, Zoom and computer literacy and word processing skills (MS Office Word)
  • Intermediate to Advanced Data entry and analysis skills, including working knowledge of using Microsoft Excel
  • Familiar with SystmOne or other patient administration systems
  • Understanding of Data Protection / Confidentiality
  • Experience of finance administration in public sector and procurement
• Desirable criteria
  • Previous project management support experience

Skills, Knowledge, Abilities

• Essential criteria
  • Good communication and interpersonal skills including the ability to communicate effectively verbally and in writing.
  • Ability to prioritise workload, and plan and organise own time effectively
  • Ability to act independently, and on own initiative.
  • Ability to work as part of a multi‑disciplinary team in a pressured environment
  • Must be numerate and able to provide statistical data clearly and accurately
  • Ability to treat service users with respect and dignity at all times, adopting a culturally sensitive approach that considers the needs of the needs person
  • An appreciation and respect for the needs of people with mental health problems and their families
  • Ability to manage own workload without direct supervision
  • Exercise your own judgement when dealing with enquiries from patients, parents/carers or other professionals
  • Excellent organisational skills
• Desirable criteria
  • Lived experience of mental health
  • Experience of working in a culturally diverse inner city area. Working in a Multidisciplinary Health Team
  • Knowledge and understanding of medical terms
  • Understanding of hospital and/or social services environments
  • An Understanding of Office Procedures

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