Job summary
Team Supervisor - Care Coordination Centre - Reactive Care - Band 4
£31,081 - £33,665 Inc HCAS per annum pro rata
Based within the UCR & CCC Adults Division at Central Court in Orpington, the Team Supervisor will be responsible for the day-to-day operational management of the administration team, which supports its clinical services.
The Team Supervisor will be required to work a shift pattern that aligns with the operational opening times of the service (8 am to 10 pm - 365 days a year). The successful candidate will be given a shift pattern which will include working some evenings, weekends and occasional bank holidays.
The team will be expected to work to key performance indicators (KPIs) and service level agreements (SLA's) and this role will involve managing the team on a day-to-day basis to ensure these are achieved.
This role is suited to a candidate with line management experience of multiple staff; who is looking for a position in a fast-paced working environment and is flexible to work outside of usual business hours.``
Interviews expected to be held in first 2 week of April 2025
Main duties of the job
Manage the day-to-day running of the administration team, ensuring that administration is completed in a timely fashion and to a high standard.
Ensure the administration team:
- Answer all telephone calls quickly while delivering excellent customer service at all times.
- Process referrals immediately
- Manage caseloads and waiting lists where applicable
- Book patients into appointment slots on the clinical or scheduling system
- Create and send discharge summaries
- Any other ad-hoc administrative work provided by the admin team
Provide line management to staff; complete one to one's; appraisal; manage HR issues such as sickness and performance management.
Monitor and plan the team roster to ensure the service is adequately staffed daily and that annual leave and training are approved in line with the process. Work as part of a wider management team, sharing best practices and identifying/implementing process improvement.
Respond to complaints and investigate incidents, ensuring that learning is taken from these and embedded within the team.
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, specialist nurses, and therapy services for children, young people and adults. Salary is dependent on NHS experience and current banding/pay point. 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, the 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: Provide day-to-day management of a team within the UCR/CCC including but not limited to:
- Line manage administrators within the team, deliver one to ones, appraisals, manage the teams sickness and monitor performance.
- Manage the operational day-to-day workflow within the team, ensuring that administration tasks are completed accurately and within set timescales.
- Ensure KPIs and SLAs for telephony, other contact channels and administration processes are achieved.
- Lead team meetings and other meetings as appropriate, to ensure staff are up to date with service changes and feel supported within their role.
- Use the e-roster system to approve annual leave and ensure that resource is sufficient daily
- Work with Service leads to discuss changes and improvements to administrative processes.
- Audit your teams record-keeping and administration tasks in line with the Information Governance Policy and Standard Operating Procedures (SOP's)
- Manage, prioritise and delegate work to the team daily to meet the competing demands of the clinical teams and patients.
- Ensure all appointments are booked, to support with waiting list reduction.
- Review Qliksense data and running reports to inform service planning and performance, so that more efficient ways of working are gained.
- Review waiting lists and provide admin support for to support with caseload management.
- Regularly review existing processes to streamline and find more effective ways of working with Team Leaders/ Managers to roll out new processes successfully.
- Have good knowledge and understanding of patient care pathways.
- Ensuring adherence to the information governance policy, including but not limited to the storage of patient information, and the safeguarding of patient data.
- Act as the first point for formal complaints, identifying the complaint, documenting on RADAR (incident reporting system) and starting a preliminary investigation.
- Responsible for ensuring the completion of service-specific administrative functions such as but not limited to monitoring of lab reports on EMIS, management of workflow manager errors, and opening appointment books on EMIS patient record systems.
- Be an appointed person for first aid and fire, completing relevant training for the role as required.
- Provide support and help to cover other Team Supervisors during periods of annual leave or sickness.
- The post holder may be required from time to time to work across other Bromley Healthcare sites in support of the CCC.
- The post holder has a responsibility to safeguard children, young people and adults at risk and will be trained to the appropriate level as determined by the post.
- The post holder is expected to demonstrate the values of Bromley Healthcare including Belonging Compassion Continuous Learning and Innovation Health and Wellbeing
- The post holder is expected to work within the requirements of the 6 Cs Care, Compassion, Competence, Communication, Courage and Commitment
- The post holder is expected to comply with all Bromley Healthcares relevant policies, procedures and guidelines; including the appropriate code(s) of conduct associated with this post
- The job description reflects the immediate requirements and objectives of the post. This is not an exhaustive list of duties and responsibilities and the post holder may be required to undertake other duties which fall within the grade of the job, as directed by the line manager. This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.
Job description
Job responsibilities
Management: Provide day-to-day management of a team within the UCR/CCC including but not limited to:
- Line manage administrators within the team, deliver one to ones, appraisals, manage the teams sickness and monitor performance.
- Manage the operational day-to-day workflow within the team, ensuring that administration tasks are completed accurately and within set timescales.
- Ensure KPIs and SLAs for telephony, other contact channels and administration processes are achieved.
- Lead team meetings and other meetings as appropriate, to ensure staff are up to date with service changes and feel supported within their role.
- Use the e-roster system to approve annual leave and ensure that resource is sufficient daily
- Work with Service leads to discuss changes and improvements to administrative processes.
- Audit your teams record-keeping and administration tasks in line with the Information Governance Policy and Standard Operating Procedures (SOP's)
- Manage, prioritise and delegate work to the team daily to meet the competing demands of the clinical teams and patients.
- Ensure all appointments are booked, to support with waiting list reduction.
- Review Qliksense data and running reports to inform service planning and performance, so that more efficient ways of working are gained.
- Review waiting lists and provide admin support for to support with caseload management.
- Regularly review existing processes to streamline and find more effective ways of working with Team Leaders/ Managers to roll out new processes successfully.
- Have good knowledge and understanding of patient care pathways.
- Ensuring adherence to the information governance policy, including but not limited to the storage of patient information, and the safeguarding of patient data.
- Act as the first point for formal complaints, identifying the complaint, documenting on RADAR (incident reporting system) and starting a preliminary investigation.
- Responsible for ensuring the completion of service-specific administrative functions such as but not limited to monitoring of lab reports on EMIS, management of workflow manager errors, and opening appointment books on EMIS patient record systems.
- Be an appointed person for first aid and fire, completing relevant training for the role as required.
- Provide support and help to cover other Team Supervisors during periods of annual leave or sickness.
- The post holder may be required from time to time to work across other Bromley Healthcare sites in support of the CCC.
- The post holder has a responsibility to safeguard children, young people and adults at risk and will be trained to the appropriate level as determined by the post.
- The post holder is expected to demonstrate the values of Bromley Healthcare including Belonging Compassion Continuous Learning and Innovation Health and Wellbeing
- The post holder is expected to work within the requirements of the 6 Cs Care, Compassion, Competence, Communication, Courage and Commitment
- The post holder is expected to comply with all Bromley Healthcares relevant policies, procedures and guidelines; including the appropriate code(s) of conduct associated with this post
- The job description reflects the immediate requirements and objectives of the post. This is not an exhaustive list of duties and responsibilities and the post holder may be required to undertake other duties which fall within the grade of the job, as directed by the line manager. This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) passes at Grade 4 or C, or above
- A Level Qualification
Desirable
- Qualification in Leadership/Management (NVQ or equivalent)
IT
Essential
- Experience of EMIS or equivalent clinical systems
- Strong knowledge of MS Office.
- Effective in managing multiple data base computer systems.
Desirable
Personal Qualities
Essential
- Self-motivated, enthusiastic, approachable and accessible
- Works effectively and flexibly as part of a team to meet the needs of the services
- Committed to improving services. Committed to hitting targets. Treats others as would like to be treated.
Specific Skills
Essential
- Knowledge of current local care pathways and referral criteria to specialist teams
- Well-honed planning and organisational skills with the ability to prioritise work.
- Ability to work using own initiative and to delegate and/or escalate as appropriate.
- Strong communication skills, with the ability to deal tactfully with people at all levels and with potentially verbally aggressive visitors and patients.
- Experience of working in a senior administrative role supporting a clinical service.
- Supervisory Skills with ability to manage performance and sickness absence.
Desirable
- Experience in a high volume call environment
Experience
Essential
- Experience of working in a senior administrative role supporting a clinical service.
- Experience of working in a busy environment managing multiple priorities and deadlines effectively.
- Experience of managing a team of 3 or more people.
- Previous line management experience including sickness and performance management.
- Experience of working independently and managing priorities.
- Previous exposure to dealing with confidential information.
Desirable
- Experience in a high volume call environment.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) passes at Grade 4 or C, or above
- A Level Qualification
Desirable
- Qualification in Leadership/Management (NVQ or equivalent)
IT
Essential
- Experience of EMIS or equivalent clinical systems
- Strong knowledge of MS Office.
- Effective in managing multiple data base computer systems.
Desirable
Personal Qualities
Essential
- Self-motivated, enthusiastic, approachable and accessible
- Works effectively and flexibly as part of a team to meet the needs of the services
- Committed to improving services. Committed to hitting targets. Treats others as would like to be treated.
Specific Skills
Essential
- Knowledge of current local care pathways and referral criteria to specialist teams
- Well-honed planning and organisational skills with the ability to prioritise work.
- Ability to work using own initiative and to delegate and/or escalate as appropriate.
- Strong communication skills, with the ability to deal tactfully with people at all levels and with potentially verbally aggressive visitors and patients.
- Experience of working in a senior administrative role supporting a clinical service.
- Supervisory Skills with ability to manage performance and sickness absence.
Desirable
- Experience in a high volume call environment
Experience
Essential
- Experience of working in a senior administrative role supporting a clinical service.
- Experience of working in a busy environment managing multiple priorities and deadlines effectively.
- Experience of managing a team of 3 or more people.
- Previous line management experience including sickness and performance management.
- Experience of working independently and managing priorities.
- Previous exposure to dealing with confidential information.
Desirable
- Experience in a high volume call 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.
