Band 3 Clinical Services Administrator - Bath

Job overview

Please note: this vacancy is not eligible for sponsorship.

We are seeking an experienced, enthusiastic, and calm administrator to join B&NES Talking Therapies. We are a motivated and friendly team, and we are looking for someone who enjoys keeping busy and would like to become part of our dynamic service. This role is based at Bath NHS House, Bath, working Monday to Friday, 9am to 5pm.

You will need to be an excellent team player with strong organisational skills and the ability to prioritise effectively. A good understanding of information governance is essential, as is strong personal resilience.

Experience working within Talking Therapies and using the IAPTUS system would be an advantage.

This role involves a combination of administrative duties and telephone‑based work, so excellent telephone communication skills are essential. You will be the first point of contact for clients who self‑refer into the service, primarily by telephone. The role requires a high level of accuracy and attention to detail across all administrative tasks, including maintaining sensitive client information on the electronic patient management system (IAPTUS). You will also be responsible for collating appointment letters and ensuring they are sent out promptly.

Please ensure your supporting statement relates directly to the job details and is personalised to you, explaining why this role interests you.

Previous applicants need not apply.

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To provide comprehensive administrative and secretarial support to multidisciplinary teams, wards, including named medical staff, junior medical staff, and the wider system‑based multidisciplinary team.

This includes acting as the first point of contact for the team, which may involve meeting and greeting visitors, handling initial enquiries, and directing telephone calls appropriately.

The post holder is expected to be highly motivated, flexible, and multi‑skilled, with excellent organisational abilities. They will have strong working knowledge of Microsoft Office applications, including Word and Excel.

The post holder will work to high standards and will be required to take personal details from individuals and upload them onto the electronic patient record system (IAPTUS).

They will be responsible for meeting deadlines, collating data, and maintaining standards relating to administrative processes. Effective teamwork is essential, and the post holder will be expected to share work streams where appropriate.

The post holder will play a key role in maintaining diaries, arranging meetings, taking formal minutes, and keeping accurate records using the most up‑to‑date templates. Their work is managed rather than closely supervised, and they are accountable for their own actions. While a manager is available for reference, the post holder will generally manage their own workload.

Please see the attached Job Description for a full list of duties and responsibilities.

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.  

AWP is committed to support and create a positive research and evidence-based environment and culture, which can have a beneficial impact on everyone who works for the organisation and the care we provide to those who use our services.

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 and external to the organisation, including:

• Medical staff

• Multidisciplinary teams (Community and Inpatient)

• Service users and carers

• Health and social care teams

 • Third‑sector and voluntary agencies

 • Community groups and local authority services

 • Other statutory agencies (e.g., Police, Ministry of Justice)

Provide secretarial support to named medical staff and the management team.

Use written and verbal communication skills to engage with a wide range of people, including external agencies, demonstrating tact and persuasive skills where there may be barriers to understanding or agreement.

Arrange and negotiate a variety of meetings, including those involving multiple agencies.

Manage diary conflicts and competing priorities appropriately.

Exchange verbal and written information with patients, staff, and carers regarding appointments, admissions, meetings, and related matters.

Provide and receive routine and complex information, including responding to enquiries from external stakeholders and the public. This may include handling sensitive information.

Maintain and update patient notes, and collate information required for transfers of care.

Work effectively within a multidisciplinary environment, ensuring clear and timely communication with relevant team members.

Facilitate administrative processes for team meetings.

Receive and open mail (paper and electronic), distributing or dispatching items as required and ensuring high‑priority items are actioned promptly.

Manage telephone and face‑to‑face contacts with distressed service users in a supportive and empathetic manner.

Exercise judgement when handling patient enquiries, analysing and resolving non‑clinical issues such as conflicting diary appointments, clinic schedules, meetings, and tribunals. Escalate concerns to the Lead Clinical Services Administrator when appropriate.

Arrange meetings and appointments for team members, including scheduling: – Consultant clinic appointments – Tribunals – Room bookings – Other bookings as required.

Arrange and rearrange clinics, appointments, and related activities as necessary.

Type patient reports, correspondence, and emails as required. Respond to telephone and face‑to‑face enquiries from patients. Input accurate and up‑to‑date patient information into the Rio system.

Order stationery and other essential items for the team via the procurement system. May be responsible for handling a petty cash float.

Support the induction of new staff members as required.

Produce confidential correspondence and reports frequently.

Support the Team/Service Manager with administrative tasks relating to meetings, RCAs, investigations, and similar processes.

Maintain efficient and effective electronic filing systems, including use of the Internet, Intranet, and patient records, ensuring information can be accessed and extracted as needed.

Take and distribute formal minutes when required.

Undertake clerical duties including photocopying and scanning.

Carry out surveys or audits relevant to own work. May be asked to contribute to audit and research projects within the service to support service development and quality standards.

Provide cover for colleagues when required.

Plan own workload to ensure weekly, monthly, quarterly, and annual tasks are completed.

Prioritise workload effectively, responding appropriately to emerging issues and shifting priorities.

Assist patients during incidental contact by providing non‑clinical advice or information to patients, relatives, or carers.

Please see the attached Job Description for a full list of duties and responsibilities.