Job overview
This post will be predominately based at our Haven Paddington at Ladbroke Grove site although regular cross site working is expected. Working pattern is Monday to Friday (excluding bank holidays) 9am to 5pm shifts, with a 12 noon to 8pm shift (maximum once per week, typically once every two weeks - at the time of publication, awaiting an implementation date) . The post holder will work as part of team in facilitating a high quality customer-focussed reception service including: taking and transferring calls (including client calls), registering clients, booking in clients on arrival, directing clients to the appropriate staff and preparing and administering clinical proformas and client files. The post-holder will be responsible for entering highly sensitive information onto the Havens systems. This involves sexual assault information which may be used in criminal investigations. The data entry needs to be accurate so attention to detail is crucial. Similar attention to detail, and compliance with information governance security, is required for sharing of information with, and sending referrals to, clients, GPs, police, and other legal and external health and social care services.
Main duties of the job
To be part of the reception and administration rota providing a friendly, professional and welcoming reception and administration service.
To answer telephone calls, take messages and respond to calls including those from clients and police enquiries in a courteous and professional manner, maintaining confidentiality at all times. To act as the first point of contact for clients returning to the Havens follow-up services and booking and managing follow up appointments for clients. To undertake data entry (client and other data) and uploading of documents to the Havens client management system(s), databases and spreadsheet trackers. To send external referrals and other shared data and documents, including to police, GPs, social care ensuring strict adherence to information governance security and confidentiality. To provide clinical administration support which will include liaison with partner services and referrers, arranging client appointments and providing pre and post clinic and appointment administration. Ensure clients are logged in and out of Havens clinics on the Havens appointment system. To review, distribute and action incoming emails received within service generic mailboxes. To undertake photocopying, scanning, notes archiving. To assist in maintaining the smooth running of office equipment. To adhere to all Haven policies, procedures and quality standards and generally assist in the smooth running of the Havens.