Surrey Downs Health & Care
To provide a high level of administrative support to all clinical services across Surrey Downs Health and Care (SDH&C) Community Services through managing all Referral and Administration related work. This will include liaising with clinicians, clients, referring parties and other administrative or partner organisation staff. Lead by example in ensuring a patient focused service by responding to all queries in a timely and professional manner.
Participate in the recruitment and line manage a team of administrators who are responsible for delivering a high quality efficient administration service to support the smooth running of a large and diverse range of clinical services working from a variety of sites within the business unit.
Work closely with and deliver a wide range of high quality efficient administration services to clinical leads and Operational managers, team leaders and clinicians for a specified range of services.
Contribute to the continual review & evaluation of all administrative systems and procedures and associated policies in order that improvements and developments can be made.
Support the organisation in achieving the vision of excellence in everything we do by promoting equal opportunities, fairness, equity and inclusion through best practice working, monitoring, training and evaluation.
Support the business unit in the delivery of services across the business unit and in developing standardised administration processes.
Support the Clinical Leads and Managers in ensuring high quality customer service and key performance indicators are met.
Participate in the development and up-dating of standard operating procedures (SOP’s) for all administrative processes.
To plan, co-ordinate and manage the workflow within the wider administration team in collaboration with other senior administrators and the Clinical Manager/Operations Manager. Acting as the line manager of a designated group of administrators, monitoring delivery of the workflow, allocating and checking work to ensure an efficient and effective admin service is provided to all clinicians and clinical team managers in a timely manner. Allocating and re-allocating tasks on a daily basis as required as organisational priorities change.
Contribute to the process of rota planning and flexible working within the team to ensure that work flow is managed between different tasks on all sites and that reception areas are covered at all times
Surrey Downs Health and Care deliver care closer to people’s own communities through our Primary Care Networks, Community Hospitals, Specialist Services and our innovative partnership of local NHS organisations.
Surrey Downs Health and Care has a track record of providing person centered care that goes beyond organisational boundaries to do what is best for the individual. This partnership includes:
• The three GP federations GP Health Partners, Dorking Health Care and Surrey Medical Network representing practices that operate in the Surrey Downs area
• CSH Surrey
• Epsom and St Helier’s University Hospitals NHS Trust
• Surrey Council County
Historically, there have been boundary lines between the organisations that provide care to people in their homes, in GP surgeries and in hospitals, but we have always been united in our mission to provide great care to the people who need us.
It’s on those grounds that the Surrey Downs Health and Care was formed – we want local people to receive the care that they need in the right environment. By bringing together our expertise, we can improve patient care and enable local people to access the right support, care and treatment more easily than ever before.
In bringing this partnership together, we are working to the same set of values that will translate into better care for our residents.
1. Ensure that all public and professional enquiries are dealt with by the administrative team in an efficient, polite and confidential manner and/or passed onto the relevant member of staff for action.
2. Provide data to inform the staffing plan to recruit & develop admin staff in line with changing business needs and budget, participating in the recruitment tasks; sitting on interview panels and inducting new members of staff.
3. Provide the starters induction and leavers processes of admin personnel; liaising with HR and IM&T as appropriate to ensure that all processes and resource logs are accurately maintained, with assets, resources and access to IT systems managed to information governance and other policy standards.
4. Participate in the communication and information cascade to administrators within the business unit via team meetings and other communications methods. And to maintain good communications with clinicians and managers in relation to the administration and customer services provided by the team.
5. Responsible for the formal supervision and performance management reviews of a delegated group of administrators from within the business unit, identifying training and skills development needs to feed the training plan, to ensure that individuals within the admin team have the knowledge and skills required to perform and deliver their specified job tasks.
6. Evaluate, monitor and support the development of skills within the administrative team to enable the full range of tasks to be completed as required. Providing advice and guidance as appropriate and alerting the Clinical Manager/ Operational Manager to any additional support or action required, to achieve the skills gain required.
7. To prioritise and take responsibility for own work load recognise and support colleagues who need guidance and assistance.
8. Responsible for the implementation and monitoring of annual leave and absence management processes, statutory and mandatory training attendance and other HR policies for the administration team within the business unit.
9. Maintain securely the personnel records of administrators and clinical personnel on behalf of clinical managers, in accordance with the confidentiality policy and data protection act.
10. Maintain emergency contact details for emergency planning and safe working practices of peripatetic staff purposes.
11. To participate in the initial stages of performance management, grievance and discipline procedures, when appropriate.
12. Participate in the investigation of any internal or external complaints relating to the administration service in line with the SDH&C complaints policy.
Please refer to the attached Job Description and Person Specification for more details
This advert closes on Wednesday 19 Feb 2025