Management & Leadership Provide supervision, co-ordination, and leadership of the Access to Health Records Team Ensure the team carry out assigned activities in line with required performance levels, and in accordance with SOPs, policies and procedures, job descriptions, and Service Level Agreements Ensure the team receive full training and support to carry out the role effectively Support the delivery of training to ensure cross-cover across the department where appropriate, and with other teams within Corporate Operations (with a focus on a specific team to ensure there is adequate cover in place to prevent any gaps in service provision Undertake the appraisals of all directly reporting staff, ensuring the completion of mandatory training, induction and departmental training, competency and skills assessment, and performance development for staff within the team. To ensure a full and effective onboarding and local induction process is in place and followed, to support new colleagues Lead by example in developing a professional set of behaviours to deliver an enhanced service, fostering a professional approach and a culture of quality To take an active role in the HR management of the team and be the first line of contact as a team leader. To manage your own workload and report any issues or concerns to your direct line manager. Provide full supervision, line management, appraisals, guidance, and coaching to all members of the team. Ensure that all staff within teams are tasked appropriately, and have the opportunity to develop and progress. To manage all sickness and absence within the team, supporting our team members, and acting in line with the relevant HR policies and procedures To ensure all rotas and electronic rosters are completed well in advance and shared, ensuring that there is full and sufficient cover within all teams in the Service To chair regular team meetings in order to develop the team, share best practice, and foster a culture of teamwork To deputise for the Team Manager when required Service Delivery & Performance Provide day to day co-ordination of the team to ensure there is full continuity of service and any gaps are mitigated Co-ordinate a comprehensive and efficient Access to Health Records service, meeting the needs of the patients, clinicians and outside agencies and delivering against the Trust and National operating standards and procedures. To actively work to deliver the KPIs of the service To work as an active member of the team to support the delivery of these KPIs and Targets, carrying out the role of the team members as/when required. To be able to respond to urgent and immediate demands and to redirect the workload of the team to accommodate urgent requests. To escalate any issues or concerns relating to performance or targets To ensure the timely submission of Performance Reporting, as directed by the Service Manager Co-ordinate comprehensive and efficient services, meeting the needs of patients, clinicians, internal colleagues, and outside agencies. To deliver on the Trust and National operating standards and procedures. To allocate workloads to the team members ensuring all work requests are acted upon and monitored to enable statutory or internally dictated timescales to be delivered Ensure that all telephone calls are dealt with in a timely, polite and courteous manner ensuring enquiries are dealt with professionally. Support the team to handle more complex calls and queries providing assistance as required and to personally handle the more difficult calls ensuring corrective actions are taken and communicated as appropriate. Escalate any issues which compromise delivery of the required workloads To provide general non-clinical advice or information to patients, relatives and staff in relation to the role or service, in accordance with current legislation or Trust policies where appropriate. To monitor, test, and report any damage of all equipment required within the services including but not limited to computers, phones and devices, scanners, printers and label printers. Monitor key performance indicators to establish areas of concern, resolve issues and escalate when necessary. To report on these indicators on a regular basis to the Senior Leadership Team. To store and share the data in different formats, as required by the Team Manager and/or Service Manager. This could include databases, reports, documents, charts, graphs, papers, or summaries. To ensure there is full oversight for any out-of-hours provision within the service or services of responsibility. To allocate workloads to the team members ensuring all requests, reminders and replies to queries are logged and monitored to enable statutory timescales to be delivered. To understand the Access to Health Records procedure and the procedure for specific requests for medical records and understand how the role of the Access to Health Records service supports the achievement of the Trust targets; to proactively manage the service resolving issues to avoid breaches in meeting statutory timescales. To co-ordinate team activities to ensure that all enquiries, requests, applications are reviewed to ensure accurate completion, and compliance with timescales and the relevant legislation and Trust policies. Escalate to the Team Manager or Service Manager any issues which compromise delivery of the required workloads and in particular the impact on the Access to Health Records procedure or relevant legislation and Trust policies. Provide supervision for any Access to Health Records procedures resolving issues in a timely manner to ensure that correct documentation is available for all requests in accordance with service standards and timescales. Service Development To develop key relationships with staff both within the local teams but also in the wider organisation, to ensure that the services are as swift and effective as possible to ensure an exceptional patient experience. To build a strong relationship with external contractors and internal stakeholders to ensure an effective service delivery. To develop audit tools as and when required to ensure availability of accurate information, compiling data into reports when necessary. To complete audits as required and when directed, reporting on outcomes and recommending actions for improvement To support the implementation of new ways of working, revised standard operating procedures, revised policy changes and general service improvements as directed by the Service Manager, ensuring all team members are trained and adhere to the new ways of working. Support the development and implementation of projects, to improve working practices to deliver more effective provision of services and offer cost improvements for the Trust. Support the team to develop a culture of continuous service improvement encouraging team members to identify improvements which could improve process, quality and patient outcomes. Keep up to date with relevant NHS or Trust issues, and national best practices in the service areas Keep up to date with the development of electronic systems and ensure good data quality and training. To identify quality issues within the Access to Health Records Team ensuring corrective action is taken and to feed back to the individual to support their personal development and learning. To develop key relationships with staff both within the local teams but also in the wider organisation, to ensure that Access to Health Records is as swift and effective as possible to ensure an exceptional patient experience. To support the implementation of new ways of working, revised standard operating procedures, revised policy changes and general service improvements as directed by the Team Manager or Service Manager, ensuring all team members are trained and adhere to the new ways of working. Quality, Safety, and Compliance Act as a point of reference to other team members offering expertise and guidance in relation to issues relating to Access to Health Records. Demonstrate an understanding and knowledge across all work procedures and policies relevant to the role To understand all Medical Records policies & procedures, and the process for specific requests Ensure that the full team comply with policies and procedures, and the SOPs relevant to the role To identify quality issues within the team, ensuring corrective action is taken and to feed back to the individual to support their personal development and learning. Information Governance & Records Management To ensure that records are handled sensitively and that confidential and potentially distressing information is secure and dealt with appropriately. To ensure that the team are supported when dealing with this kind of information, and to provide line management support under emotional circumstances. Act as a point of reference to other team members offering expertise and guidance in relation to issues relating to Scanned Records, and Record Retention and Destruction. Ensuring that all destruction is completed in line with national guidelines and standards. To be able to use guidance to interpret clinical information to apply this to the Record Retention and Destruction Guidance. This will require analytical skills and the use of your own judgement.