Job summary
- Main area
- ASC Service
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Full time
- Job share
- Job ref
- 350-CC8071545
- Employer
- Mersey Care NHS Foundation Trust
- Employer type
- NHS
- Site
- Willis House
- Town
- Whiston
- Salary
- £25,272 per annum
- Salary period
- Yearly
- Closing
- 09/07/2026 23:59
Employer heading
Receptionist/Admin Assistant
Band 2
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Mersey Care NHS Foundation Trust celebrates diversity and promotes equal opportunities; we are committed to challenging and eliminating racism and other forms of discrimination and advancing and promoting equality of opportunity in the provision of services and creating an inclusive environment for all employees. We believe that everyone has the right to be treated with dignity and respect.
We take positive action to support disadvantaged groups and also particularly encourage applications from ethnically diverse, disabled and LGBTQIA+ people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces personnel as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.
Using AI to support your application
Artificial Intelligence (AI) can be a helpful tool when preparing your application, supporting you to organise and structure your application and present your experiences clearly. However, we want to hear about your experiences and achievements. Please ensure everything you submit is truthful, accurate, and reflects your own work and experience. Your authentic story is the best way to help us understand who you are and what you can bring to the role. If content appears to be copied or misrepresented, it may impact the outcome of your application. We encourage you to use AI responsibly as a support tool, not a substitute for your own voice.
For tips and guidance, please refer to our applicant guidance.
Your experiences matter, let them shine.
Applications that appear mostly or fully generated by AI, without clear personal examples linked to the person specification, may be rejected.
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Job overview
This is an opportunity to join the team in the busy ASC Service and help make a difference to people’s lives.
The post holder will be expected to work with a flexible approach, always maintaining confidentiality, when dealing with service user/staff information.
The postholder will be responsible for participating as a key member of the admin service team by providing an efficient, customer-focused reception and administrative service.
This will support the clinical team(s), patients and their carers who access the service and ensure the smooth day-to-day running of the work environment.
Main duties of the job
To be responsible for all areas associated with the administration of patient appointments, including paper and electronic records systems.
To ensure the delivery of the quality strategy within the designated area incorporating establishment of systems and processes.
Working for our organisation
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.
Detailed job description and main responsibilities
Act as a first point of contact, receive and direct patients and visitors on arrival, providing reception services for patients, carers, staff, public, internal, and external customers, maintaining patient confidentiality at all times.
Assist in the smooth running of the clinic by carrying out general clinic administration duties including preparation of day sheets patient lists for clinics, checking of medical histories, scanning and photocopying, and completion of patient demographics on patient forms with patients, preparation of clinic paperwork. Collecting and preparing equipment or resources for clinics if appropriate.
Regular monitoring and review of patient paperwork/records/files for both patients and staff (electronic and paper based), chasing up any missing or incomplete documentation accordingly, ensuring accuracy.
Ensuring referral pathway is followed, and appointments are organised and booked efficiently using the patient administration system to effectively utilise clinical time, including identifying cancelled appointments and re-prioritising patients, ringing, and reminding patients of face to face and virtual appointments.
Responsible for accurate filing, retrieving and archiving of patient records and/ or patient/ sensitive confidential information onto patient administration system in line with Trust policies and procedures.
Contribute to the processing of all forms of incoming and outgoing mail.
Accurately record new and follow up attendances, updating patient records/waiting lists on patient information systems and associated correspondence e.g., appointment details letters, failure to attend (FTA) letters, FTA discharge letters.
Facilitating meetings including booking meeting rooms, arranging refreshments, taking, and circulating notes and agendas as necessary.
To be able to work without direct supervision, prioritising own workload to assist in the smooth running of the clinical services.
Demonstrate working practices to new staff as part of the induction process.
Ensure reception and waiting areas are kept clean, tidy, and safe, and that information (leaflets and posters) contained within reception areas is accurate and up to date.
Monitor and on occasion order reception supplies for the clinic.
Recognise and assist as part of the team with the management of medical emergencies should they arise.
To escalate any issues or problem areas to senior colleagues within the team(s) as appropriate. Complex enquiries should be escalated according to locally agreed procedures.
Observe a personal duty of care in relation to equipment/resources.
To work in a flexible manner when cover is required, to support and maintain service delivery.
Have an awareness of the Trust complaints procedure which will include defusing potential complaints or conflict and escalating appropriately as necessary.
Contribute to any changes in procedures and implement procedures for the service.
Communicate appropriately and sensitively with patients and carers recognising the need for alternative methods of communication to overcome distressing situations, physical and learning disabilities, visual or hearing impairments, dementia, challenging behaviour, cultural background, and preferred ways of communicating. This may include requesting the services of a translator.
Provide statistical information as required for audit purposes.
Person specification
Qualifications
Essential criteria
- GCSE or NVQ2 or equivalent experience
Desirable criteria
- Customer Service Qualification
Skills
Essential criteria
- Standard keyboard skills
Knowledge/Experience
Essential criteria
- IT Literate
- Proven experience of word processing, spreadsheet, and email software
- Experience of using patient administrative systems
- Effective communication and interpersonal skills including telephone skills and face to face communication
- Experience of general administration office skills – filing, photocopying, faxing, note taking • Application Form/ Interview • Application Form/ Interview • Application Form/ Interview • Application Form/ Interview • Application Form
- Experience of working to conflicting demands and work effectively within teams
- Ability to work in a confidential and sensitive manner
- Ability to plan, prioritise and schedule own work
- Able to work flexibly in accordance with service needs
- Experience of handling cash/raising invoices relating to patient charges
- Good organisational skills
- Ability to work without supervision
Values
Essential criteria
- Continuous improvement – committed to making improvements to our services for the benefit of all
- Accountability – taking ownership to anticipate, develop and deliver high quality care.
- Respect – how we treat others in an inclusive and supportive way.
- Enthusiasm – demonstrate our passion and pride for what we do and how we do it.
- Support – actively supporting others with compassion and courage.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Sandra Bailey
- Job title
- Team Leader
- Email address
- [email protected]
- Additional information
-
Admin Support Manager
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