Service Support Lead

Job responsibilities

To support Lee Mill Hospital management team with data and information to enable the running of the service (eg Friends and Family Test activity oversight and monthly reporting; SystmOne data quality error reports).

To use a variety of IT systems to produce daily and monthly reports and data for analysis by the Lee Mill management team (eg SystmOne, Cambio).

To ensure that all data requirements are met so that Lee Mill LSU can provide robust evidence of meeting its targets producing daily, monthly and yearly reports.

To support the Lee Mill Manager with creating and managing the 24/7 team rota/ERoster (including managing annual leave requests).

To support the Lee Mill management team with monitoring mandatory training, PDP and practice supervision reports (including updating ESR and actioning/scheduling any overdue activity).

To provide support to the Lee Mill management team to ensure administrative processes are in place that enables oversight/timely completion of: the service risk workbook, incident reports, complaints etc.

Generic

To ensure the delivery of an effective and competent level of administrative support and consistently deliver a client focussed service which promotes good customer service and effective working relationships.

Typing of confidential reports/letters; which may be supplied via hard copy and/or dictation, (which may contain distressing information) as requested to meet service needs.

To develop ways in which key work streams are developed and manage projects within the service area.

As an Administration Co-ordinator, you will be expected to use your own initiative to manage changing service needs. You will engage with other managers to ensure that the administrative support is provided to meet operational needs.

To provide the day-to-day supervision and line management to a number of administrative staff.

The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will need to be flexible to carry out any other duties as may be reasonably required by their line manager.

Management of service

To ensure an effective Lee Mill Service for the public/clients that is efficient and professional, which will include managing staff resources to ensure effective cover.

Promote the image of the organisation and services by ensuring that all information and communication is up to date and suitably presented.

Take responsibility for ensuring that internal and external communication systems are fit for purpose.

Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately.

Respond to telephone, email and written queries on behalf of the service area including call handling where appropriate.

Manage appointments, meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available.

To produce agendas and minutes for high level and confidential meetings, transcribing and distributing as necessary and capturing/monitoring any actions.

Analyse data to enable managers to monitor budgets and performance in relation to business support function.

Collate information; prepare reports and presentations pertaining to the service area at the request of the service manager.

Produce information for service area users with support of service managers.

Ensure that the corporate support function complies with all Livewell policies and procedures including Data Protection, confidentiality, Health and Safety, security and safeguarding.

Be proactive and contribute ideas for improvement in the way the service is delivered.

Able to work on own initiative, prioritising work within defined policies and procedures to set timescales.

Manage specific projects as requested by the service manager and provide updates on progress.

Co-ordinate Health and Safety within the service area, reporting faults and ensuring that work is undertaken.

Ensure that fire safety policies are adhered to within the service area.

Organise data collection to support research and development.

Staff management & development

Provide the day to day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal.

Lead on recruitment and selection of administrative staff and support other managers with recruitment processes.

Develop workforce by providing induction, in-post training and updates for relevant staff.

Financial management

To authorise orders and payments in accordance with business processes.

To maintain and monitor stock levels.

10. Physical Effort: Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes.

May have to occasionally move presentation equipment and office supplies or clinic consumables.

11. Mental Effort:

Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy.

The work is usually predictable but there may be interruptions from telephone calls, visitors and staff & occasionally imposed deadlines.

12. Emotional Effort:

There may be some exposure to service users who may exhibit difficult & challenging behaviours.

13. Working conditions:

Exposure to unpleasant conditions is rare / occasional. May be exposed to verbal aggression from patients. Will use VDU for high proportion of time.

The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties.

14. Key Behaviour Competencies:

Working together

Be straightforward in our dealings with each other and build relationships

Listen to others and explain the decisions we have made

Recognise and remove barriers to action

Create an open and positive learning culture

Learn from mistakes & ask others for support where necessary

Be aware of ones own behaviour, values, attitudes, strengths and weaknesses.

Ability to reflect on ones behaviour and change them.

Uphold the values and be proud to be part of the organisation

Ensure appearance is professional & name badge visible

Act With Integrity

Be honest and do what you say you will do

Take responsibility and be accountable for your actions

Guard and build the organisations reputation

Take into account the human and social impact of our work

Treat everyone in a friendly,courteous manner; smile & make eye contact

Building Success Together

Be compassionate and accepting of others.

Be straightforward in our dealings with each other and build relationships

Listen to others and explain the decisions we have made

Agree on our goals and see them through

Treat each other with dignity and respect

Learn from each others experiences

Understand and recognise each others contributions of being of equal value

Be prepared to challenge the status quo

Contribute to the organisations success

Stretch the boundaries of personal performance

Look for better ways of working to achieve improvements

Caring for patients

Aim to meet the needs of our patients and partners in care

Use initiative to enhance care in innovative and imaginative ways

Respect individual cultural differences; challenge bias & prejudice

Provide a high quality and safe service for patients

Maintain privacy and ensure confidential information is kept safe

Question poor practice, process & behaviour

Skills and Abilities

Essential

• Excellent verbal and written communication skills.
• Able to use judgement and initiative to provide information and support
• Accurate and fast typing and data entry skills.
• Ability to manage and lead a team and work within wider teams.
• Able to analyse problems and initiate appropriate solutions effectively
• Able to apply tact and sensitivity to establish trust and support
• Ability to use own initiative to organise own workload and that of others, setting deadlines and ensuring these are met.
• Able to compose and transcribe minutes, correspondence and reports
• Effective time management skills.
• Empathetic approach to managing and resolving enquiries
• Flexibility to meet competing demands within the working day.
• Able to manage difficult and distressing situations effectively.
• Flexible and adaptable, ability to learn new skills and develop role.
• Able to work as part of a team

Knowledge

Essential

• Thorough working knowledge of Microsoft Office packages, i.e.: Outlook, Word, and Excel.
• Excellent understanding of general office working procedures.
• Knowledge and experience of SystmOne

Desirable

• Up to date knowledge of Livewell policies and procedures.
• Understanding of Data Protection legislation
• Awareness of current issues within the NHS.
• Understanding of healthcare services and national requirements in inpatient secure settings.

Qualifications

Essential

• Educated to Vocational Qualification Level IV in an administrative related subject or equivalent level of qualifications or significant equivalent previous experience.

Desirable

• Supervisory qualification
• RSA / OCR III or equivalent typing / word processing including audio typing.

Experience

Essential

• Experience of supervising other staff members.
• Ability to handle confidential information with discretion
• Significant previous experience of working in a senior administrative or supervisory role
• Experience of working in a customer facing role within a Health and Social Care environment.
• Decision making and resolving complex work related issues

Desirable

• Fully competent in the use of Livewell systems.
• Recent experience of working in a health care provider office environment.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).