As Administration Team Leader, you will be responsible for overseeing and guiding the administrative team to ensure efficient and effective office operations are in place. Duties will include managing workflows, ensuring that administrative procedures are implemented and regularly reviewed and providing support to key stakeholders including minute-taking, schedule co-ordination and diary management. This role will also involve providing guidance and support to the administration team which consists of employed staff and volunteers as office administrators and receptionists.
Due to the nature of the role the post holder will uphold the values of compassion in all interactions, whether with patients, families, supporters, partner agencies, or internal colleagues. The role involves attentively listening to needs and concerns and responding in a collaborative and empathetic manner.
Main duties of the job
Our ideal candidate will be experienced in staff management and engagement, possessing a strong grasp of day-to-day line management responsibilities and will demonstrate the ability to work effectively with others. To thrive in this position, you must be highly organised, capable of prioritising workload effectively, and able to work autonomously. Ideally the postholder will have a background in managing office systems and procedures within a diverse and busy team.
The Hospice will be marking its 40th anniversary next year and is experiencing an exciting phase of growth. Plans for the future include embarking on a digital transformation programme and engaging in various initiatives to ensure our hospice remains vibrant and resilient for the next 40 years and beyond. This position presents an exciting opportunity to make a significant impact and influence the future direction of administrative services.
This role will primarily work 37.5 hours per week, Monday - Friday however there may be a requirement to work weekends and bank holidays.
About us
Our mission is to provide excellent care and support to those living with life-limiting illness and to the people they care about, to enrich their lives and to contribute to the ongoing development of end-of-life care. We do this by placing our patients at the centre of everything we do, and through involving patients and their families in all decisions regarding their care.
We can only achieve this with the help of our amazing colleagues, by developing and recognising their contribution, and by sharing our knowledge and skills through education, audit and research.
We do not have sponsorship status and therefore all our offers are made conditional upon our candidates submitting evidence of their right to work in the UK in conjunction with our other pre-employment checks.
Job responsibilities
Job Summary
TheAdministration Team Leader is responsible for overseeing and guiding theadministrative team to ensure efficient and effective office operations are inplace.
Thisposition requires a highly organised, proactive, and detail-oriented individualwith strong leadership and communication skills.
TheAdministration Team Leader will coordinate administrative tasks, manageschedules, and support various departments and staff members to facilitatesmooth workflow and operational efficiency.
Mainduties and responsibilities
Operational
1.Develop and implement administrative procedures andsystems to streamline office operations.
2.Oversee the maintenance of office equipment andsupplies, ensuring optimal functioning and availability.
3.Maintain staff records by accurate filing ofcorrespondence, sickness and other associated documentation, keeping theelectronic HR system up to date.
4.Ensure effective and timely management ofadministrative tasks within the specified area, ensuring suitable coverage forboth scheduled and unscheduled absences.
5.Stay updated on new legislation to facilitatedissemination of information to services and teams regarding patient care andservice needs.
AdministrativeSupport
1.Oversee calendars, arrange meetings, and managetravel logistics for executives and senior team members.
2.Ensure organisation and efficient co-ordination ofmeetings and forward plan any standard regular meetings ensuring notificationof dates, venues and catering arrangements are completed.
3.Record meeting minutes and distribute themaccordingly. Assume responsibility for completing any necessary administrativefollow-up tasks.
4.Ensure timely completion of all invoiceadministration tasks, including checking, coding, and recording, in accordancewith organisational procedures.
5.Maintain accurate and concise records of patientcontacts (paper/electronic), modifying database and systems to ensure seamlesscommunications for the wider healthcare team.
Management
1.Oversee the daily operations of the Reception andAdministration Staff, as well as volunteers, including responsibilities forline management, supervision, performance management and tracking of sicknessabsences and annual leave.
2.Delegate tasks, establish performance objectives,and perform regular assessments to ensure team productivity and fosterprofessional development.
3.Provide daily guidance, advice, and on-the-jobtraining to members of the administration team, arranging additional trainingas needed.
4.Instruct and supervise team members in all areas ofpatient administration service and exceptional customer service.
5.Where applicable, take part in the recruitment andselection of administrative staff, and coordinate local induction for newemployees in partnership with the WELD (Workforce, Education, Learning &Development) team.
6.Ensure consistent communication with all staffmembers to facilitate their participation in briefings and to keep them updatedwith pertinent knowledge and information relevant to their roles.
CustomerService
1.Act as a point of contact for patients, carers, andwider health care teams, ensuring appropriate responses and signposting whererequired.
2.Communicate with work colleagues at all levels,patients, carers, public and wider health care professionals.
3.Receive complex and demanding information and dealwith distressing situations in a sympathetic, calm, and supportive manner.Escalating issues to appropriate services or health care professionals whereappropriate.
4.Act as a patient advocate and facilitator to resolveissues that may be perceived as barriers to care. Take effective actions withthe relevant teams and departments to ensure seamless care.
5.Facilitate the development and maintenance ofcollaborative working relationships with both internal and external staffinvolved in providing clinical and operational services, ensuring a seamlessand comprehensive service for patients.
Other
1. Attend all mandatory training or courses.
2. Attend any training ordevelopment required by the Hospice.
3. Read, understand andfollow all Hospice policies and procedures.
4. Participate in the AnnualPerformance Review.
5. Positivelypromote, support and represent the Hospice especially within the community, andto maintain the philosophy, ethos and ambience.
6. Live and work in linewith the Hospices vision, mission and values.
7. Be aware of personalresponsibilities and discharge these as defined by the Health & Safety atWork Act 1974.
8. Maintain strictconfidentiality in all matters relating to the Hospice, its business, patients,staff and ethos.
9. Undertake any othertasks, duties or responsibilities as requested by your Line Manager or otherSenior Manager, including the Board of Trustees and Chief Executive.
Person Specification
N/A
* N/A
* N/A
Qualifications
* Functional Skills Level 2 in Maths and English or O Level/ GCSE in Maths and English at grade C or above
* Diploma/NVQ Level 4 in Business Administration OR: Diploma/NVQ Level 3 in Business Administration
Personal
* A professional work ethic: discreet, honest, conscientious, self-motivated and reliable
* Good organisation skills: prioritising tasks, clear communication, attention to detail
* Able to work flexibly and co-operatively as part of a team
* Able to remain calm and productive under pressure
* Ability to exercise sound judgement in relation to problem solving
* Able to deal with complex and sensitive information on a regular basis
* Committed to continual quality and service improvement
* Self-aware and committed to continual personal development
* Committed to promoting a positive image of the Hospice
* Able to work on own initiative, prioritise work and consistently meet deadlines
* N/A
Communication
* Ability to communicate sensitively with patients, carers and staff about their health needs
* Able to maintain professional engagement with people who are distressed, angry or verbally aggressive
* Able to communicate at all levels within the Hospice
* N/A
IT
* Digitally literate
* Comprehensive knowledge of all Microsoft Office products
* Previous experience of electronic patient information systems
Other requirements
* Be prepared to assist with Hospice fundraising activities.
* N/A
Experience
* Experience of supervising/training administrative staff
* Ability to lead, motivate and manage staff in a positive manner to facilitate delivery of an effective service
* Comprehensive knowledge of secretarial and administrative procedures and the ability to undertake associated tasks ensuring adherence to defined procedures and guidelines
* Experience of working with multi professional teams
* Display excellent organisational and diary management skills to include co-ordination of meetings and associated duties
* Experience of managing office systems and procedures within a diverse and busy team
* Experience of working in a clinical environment
* Working knowledge of clinical terminology
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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