Office Systems Manager

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., 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., 1. To provide a warm, welcoming and professional reception for all clients, their families and visiting professionals from 8.30am to 5pm daily.
2. 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.
3. To provide appropriate advice to queries via the Helpline, to log the call or email and to involve the clinical team as appropriate.
4. To take telephone messages, including voicemail and distribute them by email.
5. 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.
6. To ensure that clients with particular needs are identified and clinical staff are informed immediately.
7. To use own initiative and work unsupervised, maintaining appropriately high standards.
8. To maintain intense concentration on tasks in an environment where there are competing demands for attention.
9. 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
1. To be familiar with the office electronic administration systems.
2. To implement, update and monitor the teaching course bookings and payment systems, including:
a. Monitoring card payment bookings via Tickera on MPC website and entering into the bookings spreadsheet.
b. Monitoring bookings via invoice, sending links to set contacts up as suppliers and liaising to obtain purchase orders.
c. Entering teaching invoices onto monthly NHS Finance spreadsheets and submitting to the finance department in a timely fashion.
d. Notifying the Business Development Manager and the teaching team of booking numbers
e. Entering SLT details onto teaching database, e.g. Mailchimp or similar.
3. To oversee the administration of the private assessment and therapy service:
a. Ensuring the database of private clients is maintained.
b. Arranging and monitoring card payments and informing the clinical team.
c. Undertaking other duties as the private service is developed.
4. To oversee and support the admin team with office duties as necessary, including:
a. Processing incoming and outgoing mail, date-stamping documentation as necessary.
b. Monitoring issues related to the building and submitting requests for support from the Estates or Security department as necessary.
c. Monitoring visitors to the Centre including Estates staff and ensuring signing in/out.
d. Managing the issue and return of security fobs to visitors to the Centre.
e. Recording incidents using the Datix system.
f. Ensuring cover for other administrative staff in the department (own workload permitting) during periods of absence through annual leave and sickness.
g. Overseeing administrative volunteers as required.
h. Procuring of stationery and equipment via the electronic procurement system PECOS, ensuring sufficient stock is maintained and receipting deliveries of orders on PECOS.
5. To oversee and support the admin team as necessary with the appointment booking systems, including the following:
a. Maintenance of the clinical room on-line booking diary, entering assessment appointments and alerting the team of cancellations and double bookings as appropriate.
b. Maintenance of the MPC caseload database, producing reports for the Head of the Centre as required.
c. 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.
d. Monitoring the Patient Tracker List for long waiters.
e. Reporting referral numbers to the Head of the Centre on a monthly basis.
f. Booking and confirming assessment and entries into the online dairy and RIO.
g. 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.
h. Maintaining the database outcome and discharge details.
i. Distributing copies of clinical reports and letters as required and upload to RIO once parental consent gained.
6. To oversee and support the admin team with clinical NHS financial systems, including:
a. 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
b. Completing purchase order & invoice for therapy onto NHS Finance spreadsheets & submitting to the finance department in a timely fashion.
7. To arrange archiving of old paper records and requesting retrieval of archived files from Iron Mountain as required.
General
1. 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.
2. To attend training including attendance at mandatory and other training courses as required, including Level 1 and 2 Child Protection.
3. To assist in training and integration of new, temporary and permanent members of staff.
4. 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.
5. Any other reasonable duties as directed appropriate to grade.
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.
Your application form -
1. Provide only business email address for your referees - we are unable to request references from yahoo, Hotmail, Gmail accounts.
2. Make sure you to include all evidence of where you meet the essential requirement on the jobs description as this forms the base of our shortlisting criteria.
Our processes -
1. Closing dates are given as a guide; we are within our right to close adverts early so please ensure you submit your application as soon as possible to avoid delay.
2. If you do not hear from us up to 3 weeks after the closing date of the job unfortunately this means you have not been successfully shortlisted for interview. If your require feedback on your application please contact the appointing manager detailed in the body of the advert.
3. Please check your emails regularly as all correspondence from us will be via trac.systems - occasionally these emails will go into your Junk folder.
4. Employment at Whittington Health is offered subject to successful completion of a 6 month probationary period for all staff with the exception of GMC Registered Doctors.
Other important information -
+ Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the UKVI points based system.
+ Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.
+ In submitting an application form, you authorise Whittington Health NHS Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process should you be appointed to the post.
If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a "selfie" using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk
Please note that during the recruitment process your Identity Documentation (i.e. passport, driving licence, visa, etc.) will be scanned using a device which recognises UV, Infrared and Machine Readable Zone security features of the documents provided
The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
We would welcome applications from individuals who are from underrepresented groups in the organisation

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.