Job summary
CCC Team Leader - Adult Services - Band 5
£32,720 - £39,769 Inc HCAS per annum pro rata
Full-time - 37.5 hours per week
Bromley Healthcare is currently recruiting a Team Leader to join the adult services division in our Care Coordination Centre (CCC). The CCC is the main administration hub for the organisation. Administrators process referrals, book appointments, manage patient and healthcare professional enquiries, and complete other administrative tasks required by clinical services.
The role will involve line managing staff and managing day-to-day operations, across multiple administration teams, to ensure that KPIs are achieved. This role is also an exciting opportunity to work with the CCC Transformation Lead and CCC Management Team, to embed our new CCC transformation programme. This will involve bringing in new digital tools andreviewing current ways of working, to see how we can make changes and align our administration services to a neighbourhood way of working.
Main duties of the job
To be successful in this role, you should have extensive line management experience, completing 121s and appraisals, managing sickness etc. You should also demonstrate a positive and proactive attitude, supporting the organisation to deliver our values. Applicants who have led on service improvement and adopt a collaborative approach to managing change, are encouraged to apply.
This role will work Monday to Friday between the hours of 8am and 6pm (7.5 hours per day) inclusive of bank holidays (when there is a requirement to work).
- To ensure that key performance indicators (KPIs) are achieved and a high level of administration service is provided.
- To be responsible for the adherence to full line management responsibilities within the team including recruitment, induction, appraisal, development and retention of staff as well as managing sickness and absence, disciplinary and performance issues that may arise.
- To analyse different sources of data such as telephone reports, referral information, safety netting reports and Qliksense dashboards to identify any risks and quickly change process.
- To delegate, organise and prioritise resources to ensure the safe delivery of the service.
- To support with the operational delivery of the CCC transformation programme, helping to embed new digital tools and new ways of working.
About us
Bromley Healthcare is a community interest company providing a wide range of services including community nursing services such as district nursing, health visiting to specialist nurses, as well as therapy services for children, young people and adults.Being born from NHS Bromley's community provider unit we have been providing community services to the people of Bromley for many years and we have a wealth of experience.
Bromley Healthcare is a great place to work. The unique way we deliver services and offer everyone who works here a voice, means that your career with us will be rewarding. Social Enterprises are a fairly new and exciting way to deliver healthcare, offering many of the traditional advantages of the NHS (such as excellent training and development) with the freedom for innovation by being able to reinvest any surpluses we make into the community.
Salary is dependant on NHS experience and current banding/pay point, applicants from outside the NHS will receive the start point of the salary scale in line with NHS terms & conditions.
Excellent benefits package available including various pension schemes, discounted gym membership, cycle to work scheme, discounted electronics, access to EAP, high street discounts, Blue Light Card eligibility, opportunity to apply for low interest personal loans and an excellent lease car scheme and we are constantly looking to expand our staff benefits.
Job description
Job responsibilities
- Management
To provide leadership and management within the CCC, including but not limited to:
- To be responsible for the adherence to full line management responsibilities within the team including recruitment, induction, appraisal, development and retention of staff as well as managing sickness and absence, disciplinary and performance issues that may arise.
- Setting expectations for staff and monitoring their overall performance.
- Identifying development and training needs for staff and developing standardised solutions within the CCC with the Team Managers; ensuring regular monitoring and review of effectiveness.
- Ensuring the completion of the E-Roster, opening shifts and effectively managing staff resource including bank.
- To delegate, organise and prioritise resources to ensure the safe delivery of the service.
- Ensuring that the staff are working effectively as a streamlined, efficient administration support team to the clinical services.
- Ensuring that the teams are following the relevant SOPs and standard administrative processes.
- Working alongside the Team Manager for Adult Services to analyse different sources of data such as telephone reports, referral information, safety netting reports and Qliksense dashboards to identify any risks and quickly change process.
- To strive for continuous improvement, reviewing policies and procedures as necessary to improve the efficiency and quality of administration provided to services and patients.
- To be responsible for the management of complaints, working closely with the Patient Experience Manager to resolve complaints to a successful resolution using Datix and within the expected timescales.
- Reviewing Datix incidents ensuring that any learning from these incidents is cascaded, understood and embedded within the team.
- Providing leadership during periods of organisational change, such as the establishment of new technology within the CCC, ensuring that staff are aware of the drivers for change and are supported as best as possible.
- To hold bi-monthly team meetings cascading organisational and service information and changes, as required, to the team, and ensuring any actions required are taken and understood.
- Taking responsibility for their own and others health and safety within the working environment.
- Leadership
- Ensures a professional image is maintained at all times, thereby acting as a role model for staff.
- Creating an environment in which staff are valued, respected and motivated to achieve team and individual objectives.
- Champion, adhere to and deliver the core values of Bromley Healthcare as an organisation that;
Constantly improves the services that it provides
Treats others as they would like to be treated themselves
Hits its targets
- Provides and receives complex, sensitive or contentious information where motivational, persuasive, empathetic, negotiating and reassurance skills are required whilst demonstrating an understanding of barriers to communication.
- Provides a leadership style that is underpinned by strongly held values around equality, diversity and openness; effectively builds and maintains relationships with direct reportee(s) and other key individuals across the organisation.
- Clearly articulates the expected standards of the service, monitors and identifies where standards are not met and takes action to address.
- Service Development
- To support with the mobilisation and operational delivery of new digital solutions, such as telephony, choose and book platforms and Hybrid Mail.
- To look at where there is best practice and look to implement processes across the teams that are consistent and discussed with CCC management before implementation.
- To review and rewrite SOPs that all staff should work in line with.
- To provide training and further support to new starters, substantive and bank staff to ensure they are working in line with revised processes.
- To complete a time and motion study to identify the length of administration tasks, supporting the CCC Service Manager with demand and capacity planning.
- To review Qliksense dashboard data, to look at KPI compliance and data quality, and make recommendations to clinical services for improvement.
- To produce reports and provide verbal updates on a monthly basis to the CCC and Adult Services leadership teams.
- Other
- Provide support to the Team Managers during periods of annual leave/sickness.
- Acting as an Appointed Person for First Aid and Fire as appropriate.
- This is not an exhaustive list of duties and a regular review will take place with the post holder as part of their ongoing development and performance management.
Job description
Job responsibilities
- Management
To provide leadership and management within the CCC, including but not limited to:
- To be responsible for the adherence to full line management responsibilities within the team including recruitment, induction, appraisal, development and retention of staff as well as managing sickness and absence, disciplinary and performance issues that may arise.
- Setting expectations for staff and monitoring their overall performance.
- Identifying development and training needs for staff and developing standardised solutions within the CCC with the Team Managers; ensuring regular monitoring and review of effectiveness.
- Ensuring the completion of the E-Roster, opening shifts and effectively managing staff resource including bank.
- To delegate, organise and prioritise resources to ensure the safe delivery of the service.
- Ensuring that the staff are working effectively as a streamlined, efficient administration support team to the clinical services.
- Ensuring that the teams are following the relevant SOPs and standard administrative processes.
- Working alongside the Team Manager for Adult Services to analyse different sources of data such as telephone reports, referral information, safety netting reports and Qliksense dashboards to identify any risks and quickly change process.
- To strive for continuous improvement, reviewing policies and procedures as necessary to improve the efficiency and quality of administration provided to services and patients.
- To be responsible for the management of complaints, working closely with the Patient Experience Manager to resolve complaints to a successful resolution using Datix and within the expected timescales.
- Reviewing Datix incidents ensuring that any learning from these incidents is cascaded, understood and embedded within the team.
- Providing leadership during periods of organisational change, such as the establishment of new technology within the CCC, ensuring that staff are aware of the drivers for change and are supported as best as possible.
- To hold bi-monthly team meetings cascading organisational and service information and changes, as required, to the team, and ensuring any actions required are taken and understood.
- Taking responsibility for their own and others health and safety within the working environment.
- Leadership
- Ensures a professional image is maintained at all times, thereby acting as a role model for staff.
- Creating an environment in which staff are valued, respected and motivated to achieve team and individual objectives.
- Champion, adhere to and deliver the core values of Bromley Healthcare as an organisation that;
Constantly improves the services that it provides
Treats others as they would like to be treated themselves
Hits its targets
- Provides and receives complex, sensitive or contentious information where motivational, persuasive, empathetic, negotiating and reassurance skills are required whilst demonstrating an understanding of barriers to communication.
- Provides a leadership style that is underpinned by strongly held values around equality, diversity and openness; effectively builds and maintains relationships with direct reportee(s) and other key individuals across the organisation.
- Clearly articulates the expected standards of the service, monitors and identifies where standards are not met and takes action to address.
- Service Development
- To support with the mobilisation and operational delivery of new digital solutions, such as telephony, choose and book platforms and Hybrid Mail.
- To look at where there is best practice and look to implement processes across the teams that are consistent and discussed with CCC management before implementation.
- To review and rewrite SOPs that all staff should work in line with.
- To provide training and further support to new starters, substantive and bank staff to ensure they are working in line with revised processes.
- To complete a time and motion study to identify the length of administration tasks, supporting the CCC Service Manager with demand and capacity planning.
- To review Qliksense dashboard data, to look at KPI compliance and data quality, and make recommendations to clinical services for improvement.
- To produce reports and provide verbal updates on a monthly basis to the CCC and Adult Services leadership teams.
- Other
- Provide support to the Team Managers during periods of annual leave/sickness.
- Acting as an Appointed Person for First Aid and Fire as appropriate.
- This is not an exhaustive list of duties and a regular review will take place with the post holder as part of their ongoing development and performance management.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) passes at grade C or above
- NVQ4 or equivalent level of experience in business administration.
Experience
Essential
- Experience working in a managerial capacity in an administrative function.
- Experience of leading and managing a team of 5 or more people.
- Recent experience of working in the NHS or a private healthcare setting.
- Line management experience - including 121s, appraisals, sickness and performance management.
Desirable
- Change management experience
Specific Skills
Essential
- Knowledge of adult community services (ie: DNs, diabetes)
- Ability to work using own initiative and to delegate and/or escalate as appropriate.
- Experience of running reports and using data to inform decision making.
- Ability to work using own initiative and to delegate and/or escalate as appropriate.
Information Technology
Essential
- Strong knowledge of MS Office.
- Strong experience of EMIS or equivalent clinical systems.
Desirable
Person Specification
Qualifications
Essential
- GCSE (or equivalent) passes at grade C or above
- NVQ4 or equivalent level of experience in business administration.
Experience
Essential
- Experience working in a managerial capacity in an administrative function.
- Experience of leading and managing a team of 5 or more people.
- Recent experience of working in the NHS or a private healthcare setting.
- Line management experience - including 121s, appraisals, sickness and performance management.
Desirable
- Change management experience
Specific Skills
Essential
- Knowledge of adult community services (ie: DNs, diabetes)
- Ability to work using own initiative and to delegate and/or escalate as appropriate.
- Experience of running reports and using data to inform decision making.
- Ability to work using own initiative and to delegate and/or escalate as appropriate.
Information Technology
Essential
- Strong knowledge of MS Office.
- Strong experience of EMIS or equivalent clinical systems.
Desirable
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.
