Band 3 Clinical Services Administrator – BaNES PCLS – Bath, Somerset

Band 3 Clinical Services Administrator – BaNES PCLS

Avon and Wiltshire Mental Health Partnership NHS Trust

Bath, Somerset


Band 3 Clinical Services Administrator – BaNES PCLS

Band 3

Main area
Band 3
Permanent: Substantive
Full time – 37.5 hours per week
Job ref
Hillview Lodge
£21,730 – £23,177 per annum
Salary period
26/03/2023 23:59

Job overview

We are looking for an administrator to join BaNES Primary Care Liaison Team – a friendly multidisciplinary, busy team who are responsible for assessing, triaging and onward referral of patients 
seeking mental health support.
You will need to be organised and able to prioritise your own workload, have a range of administrative skills and to be able to use Microsoft Office applications and IT packages confidently. There will be elements of customer service, problem solving and the need to be flexible to meet the demands of the team. The team also supports various consultant clinics so booking appointments and formatting clinic letters will be a regular task.
You will need to have empathy with people who experience mental health problems and will need a degree of resilience as you will be required to speak on the telephone to service users and their families or carers. There will also be the need to communicate with a wide range of health and social 
care professionals.
Hours of work are 9-5 Monday to Friday, 37.5 hours per week (although part time or job share will be considered). There may be the opportunity for some homeworking where possible but the job is office based at Hillview Lodge, Bath currently.


Main duties of the job

You will need good communication skills as you will be dealing with telephone calls and emails from services users and other professionals. There will be lots of varied administration including using IT 
packages and minute taking as required. The role includes updating patient files and dealing with confidential information.
This is a varied role and requires the post holder to be flexible and able to adapt to constant changes in workload. You will have the opportunity to attend numerous training courses and will have regular formal supervision and an annual appraisal. 


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.
Utilise written and verbal communication skills to connect with a wide range of people including outside agencies, 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 enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, tribunals 
etc. Escalating issues to the Lead Clinical Services Administrator as appropriate
Arrange meetings and appointments for members of the team including the scheduling of clinic appointment, tribunals and other bookings as required.
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.
The post holder will order stationery and other necessary items for the team via the procurement system. May be responsible for petty cash float/handling.
Supporting the induction of new staff members as required.
Produce confidential correspondence and reports on a frequent basis.
Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed.
Take and distribute formal minutes as necessary.
Clerical duties including photocopying and scanning.
Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards
Provide cover for colleagues when and where necessary.
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

Person specification

Education & Qualification

Essential criteria
  • NVQ3/QCF in administration or equivalent level of knowledge and experience

Experience & Knowledge

Essential criteria
  • Knowledge of routine and non-routine secretarial procedures acquired through qualification or experience

Desirable criteria
  • Administration experience in a health/social care setting

Skills & Ability

Essential criteria
  • Excellent communication skills, both verbal and written
  • Advanced typing skills
  • Ability to work without direct supervision

We are proud to be fostering a diverse workforce that reflects our communities.  A key commitment to this is improving staff representation from Black, Asian and Minority Ethnic communities, those from the LGBTQ+ communities, people with ‘lived-experience’ of mental health conditions and people living with disabilities,– we are a ‘Disability Confident Employer’ offering a guaranteed interview to Disabled applicants who meet the essential criteria.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service users.

Please apply to join us, we would love to hear from you. Any personal details you supply to us are kept safe in line with the General Data Protection Regulations. 

Adverts normally close for application a few minutes before midnight on the closing date and we will let you know if we are offering you an interview by email via our recruitment system ‘TRAC’. We contact all applicants within 4 weeks after the closing date, so please check your emails regularly once you have submitted your application; you are welcome to contact us, via the TRAC system, if you have any queries about your application.

Employer certification / accreditation badges

Documents to download

Apply online now

Further details / informal visits contact

Gaby Moore
Job title
BaNES Access Lead Admin
Email address
[email protected]
Telephone number
01225 258420

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