Job summary
We are looking for an enthusiastic, self-motivated Supervisor to join our Childrens Single Point of Referral team for 12 months. Fixed term contract or a secondment will be considered.
This is a fast paced role that will involve the successful candidate being able to work as part of a team but also able to use their own initiative to problem solve and work independently when required.
The role will include administrative support duties such as answering telephone calls, referral management, report making and reviewing and being the first port of call for the Single Point of Referral Administrators.
You will have experience of undertaking a range of administrative duties and have excellent supervision and work coordination skills. You will need to be able to evidence a good solid background working in a busy office environment, preferably with experience of working in the NHS with an understanding of how administration plays a part in the 18-week referral to treatment pathway. The ability to work as part of a team in a busy office environment is essential and will be required to work proactively, have good numerical skills and be able to multi-task.
Being able to demonstrate excellent organisational and effective communication skills is also essential. Knowledge of SystmOne would be an advantage, but training can be provided for the successful candidate.
Main duties of the job
The post holder will be required to provide comprehensive and pro-active support to the Admin Team Lead ensuring the effective and efficient operation of the Childrens Single Point of Referral Office. This includes leading on all aspects of administrative and clerical duties, allocation and reallocation of work to the team, and all aspects of day-to-day staff supervision, including acting as first point of contact for staff concerns, performance management, undertaking staff induction and training, and ensuring staff are updated of any changes to the service.
This role requires excellent administrative, verbal, and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team.
The post holder will be required to communicate formally and informally with a range of internal and external stakeholders, verbally and in writing, and this will require the ability to be able to use a range of communication skills including empathy, persuasion, tact, negotiation and influencing.
To support the delivery of a high quality, safe and compassionate healthcare service
This is a full time position
About us
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
1. Good benefits package including a minimum 27 days annual leave, plus Bank Holidays, increasing after 5 years and 10 years to a maximum of 33 days
2. Opportunity to join the NHS pension scheme.
3. Wellbeing support (gyms, free eyesight test, cycle to work scheme, wellbeing resources)
4. Free parking at most sites
5. Supportive positive culture that is Well-Led with regular supervision
6. Comprehensive in house and external training programmes available
7. NHS discounts and many more
Please note that applications are accepted by completion of our on-line application form. We cannot accept CV's.
Find out more about working for our organisation here:
Job description
Job responsibilities
Main Duties & Responsibilities
1
To independently manage, undertake and prioritise a variety of Single Point of Referral Office administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate. These include:
8. Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute documents, including adhoc and routine reports, which may include medical terminology and deal with matters of a complex and/or distressing nature.
9. To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking.
10. Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
11. Researching appropriate websites, downloading and circulating documents, as requested.
12. To anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.
2
To be responsible for the day-to-day supervision of The Single Point of Referral Office having oversight of the processes and work demands for all areas of the team, ensuring appropriate prioritisation of work to meet deadlines.
3
To directly supervise the staff in The Single Point of Referral Office on a daily basis. Including all aspects of first line management for the team and allocation of their work on a daily, weekly and monthly basis. This includes:
Taking into account the experience, skills set and availability of staff, to allocate work to take into account changes in staff availability and the changing demands of the service
To ensure that there is sufficient staffing cover over all services supported by The Single Point of Referral Office during the operating hours of 08:00 to 17:00, Monday to Friday
To monitor and update the mandatory training for the team, ensure the staff remain compliant and to rectify any issues as required.
To monitor sickness absence and to complete absence documentation, including return to work interviews and supporting staff who are absent from work.
Deal with any work-related queries from staff on a daily basis taking the appropriate action as required.
To act as a first point of contact for any staff concerns or issues. To undertake regular supervisions with all team members, dealing with any issues which may arise. Ensure that all supervisions are well documented, and any subsequent actions are completed.
To assist the Admin Team Lead to create personalised training plans for all team members.
To assist the Admin Team Lead with the induction, training, and ongoing supervision of new starters within the team
4
To ensure there are robust and effective systems in place to ensure excellent communication within the team and to regularly update staff of any changes to the service.
5
To receive and make telephone calls to patients, relatives, carers, and professionals which may be urgent and/or challenging.
6
To build effective working relationships with the Consultant Paediatricians, Paediatric Registrars, ADHD Nursing Team and other services which are supported by the Single Point of Referral Office.
7
To provide audits, data and statistics on a weekly basis or when requested. Monitoring service provision and performance identifying the effectiveness of service provision and identifying where improvements could be madeto promote an efficient, quality service weekly KPI report to ensure children are being seen in a timely manner.
8
The post holder will be required to support the Admin Team Lead in undertaking service improvement and development activities process mapping to ensure processes within the team are robust.
9
Create and design administrative processes and regularly review to ensure they meet the needs of the organisation and the patient.
10
To provide accurate, appropriate, and timely information about Trust services and non-clinical advice to patients, relatives and carers and if necessary.
11
To be a point of escalation for The Single Point of Referral Office for more complex matters or where deviation from standard operating procedures is being requested.
12
To provide guidance and advice on complex, sensitive and contentious referrals and complaints and related queries from both internal staff members, as well as members of the public in line with established processes. This will involve the analysis of the situation and using own judgements to determine the appropriate action. Ensuring any barriers to communication are overcome, particularly when individuals are upset or distressed, escalating to the to the Admin Team Lead when appropriate.
13
To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.
14
To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.
15
To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, PowerGate and carrying out research into goods and services as required.
16
To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times. To undertake any other site and facilities duties as requested.
17
To implement policies for own work area and propose changes and to assist with the development of policies and documents for own work area.
18
Work is managed, and results/outcomes are assessed at agreed intervals.
19
Provide cover for the team and other departments, including reception, during periods of absence, as directed. This may require travelling to other sites.
20
It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
21
To attend relevant meetings, including performance meetings for those services that are supported by The Single Point of Referral Office. These may be virtual or in person. This may require travelling to other sites.
22
When required, to track the patients journey, promote good working practices between disciplines and departments, to enable the services that are supported by The Single Point of Referral Office to meet waiting times and targets.
Person Specification
Qualifications
Essential
13. GCSE or equivalent English and Maths (Level 4 or above or equivalent)
14. NVQ 3 Business Administration or equivalent experience
Experience
Essential
15. Proven experience or working as part of a team
16. Proven experience of working within an office environment
17. Knowledge and understanding of computerised patient's administration systems SystmOne
18. NHS medical terminology
19. Proven experience of Supervisory and management skills
Desirable
20. Previous NHS administration experience
21. In-depth understanding of referral to treatment pathways
22. Ability to analyse performance reports
Skills, Abilities and Knowledge
Essential
23. Comprehensive working knowledge of Microsoft Office especially Word, Excel and Outlook
24. Excellent organisational and communication skills
25. Ability to work on own initiative and manage own workload
26. Proven ability to work on own initiative without direct supervision, prioritising and managing own workload
27. Supervisory and management skills
28. Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
Communication
Essential
29. Able to communicate effectively in written and verbal English language
Personal and People Development
Essential
30. Enthusiastic and motivated
31. Committed to providing the best possible service to patients
32. Team Player
33. Tact and diplomacy
34. Articulate, calm, polite and well-motivated
Personal Attributes/ Behaviours
Essential
35. Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Other
Essential
36. Flexible attitude and approach to work to meet the needs of the service
37. Flexibility to travel to other sites
38. Able to make own travel arrangements