Job summary
We are looking for an enthusiastic individual with a personal desire to succeed and make a difference to assist our Non Clinical Services Operational Lead to manage administration staff across back office and reception teams on a day to day basis, ensuring duties are covered as required. The post is based at Yare House, Great Yarmouth, NR31 0LT.
We can offer a range of employee benefits including Salary / sick pay in line with Agenda for change, access to NHS Pension scheme or workplace pension scheme, flexible working , access to discounts exclusive to NHS staff, a range of health and wellbeing discounts and the option to become a shareholder.
The work is challenging, interesting and hugely varied and the ideal candidate will have a strong team work ethic and sense of accountability, accompanied by the ability to work well under pressure and manage multiple tasks simultaneously
Experience of effective team management, including dealing with conflict is essential and forms an integral part of this role. Experience of supporting clinical teams from an administrative perspective is desirable, however, comprehensive training will be provided.
Please note:
Under current UK immigration rules, this role does not meet the eligibility
requirements for sponsorship under either the Health and Care Worker visa or
the Skilled Worker visa routes.
Main duties of the job
The post holder will be required to:
Manage admin staff within designated hub on a day to day basis, ensuring professional, comprehensive admin support
is provided at all times. Our Hubs are currently based in Beccles, Lowestoft, Gorleston and Great Yarmouth.
Assist in developing closer working relationships / shared working between co-located teams, travelling and working at
other sites within the hubs as required, regularly reviewing processes and procedures ensuring tasks are completed in the
most efficient way.
To support the Non Clinical Services Operational Leads within the department displaying the organisational
requirements of attitude, behaviour, competence and delivery and acting as a positive example for peers.
The successful applicant will have an excellent manner, be fluent in computer systems and typing, be able to remain calm and work under pressure, will adhere strictly to the rules of confidentiality and have a professional manner at all times. Also, the ability to be able to work under pressure is a vital element to this role.
About us
ECCH is well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.
We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - www.ecch.org. We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.
At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.
We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received.
We recognise that AI tools are increasingly used in
professional settings. While we encourage strong applications, we value
authenticity and an accurate reflection of skills and experience.
Applicants must declare if AI has been used to complete their
application, including responses that are directly copied or significantly
shaped by AI tools.
By submitting this application, you confirm that all
information provided is a true and accurate representation of your own skills,
knowledge, and experience.
Job description
Job responsibilities
To provide effective day to day line management of
Operational Admin team within designated area.
To take responsibility for development, annual leave and sickness
monitoring; ensuring that the service is adequately covered at all times.
Report directly to the
Operational Admin, ECCA & Equipment Lead in connection with any performance issues relating to designated area
admin teams.
Arrange and attend HR
attendance and performance review meetings for Operational Admin team within
designated area; ensuring these are made in a timely manner and that follow up
/ review meetings are booked accordingly.
Ensure attendance and performance paperwork is up to date with most
current information. Update Operational
Admin, ECCA & Equipment Lead on a regular basis.
To support the Operational Admin, ECCA & Equipment
Lead and service leads to ensure that procedures are effective to meet service
needs in the most efficient way.
To monitor dashboards to ensure that KPIs are met and
all patients are seen as appropriate.
Liaise with Operational Admin B3 staff to ensure dashboards are
monitored daily, that issues are fed back in a timely manner to support patient
treatment and provide additional training where necessary.
To raise datix for any issues relating to KPI
breaches, system / process failure, etc.
To monitor system procedures on a regular basis,
ensuring that staff are compliant; raising relevant issues as they arise with
the Operational Admin, ECCA & Equipment Lead.
To hold regular individual 1:1 meetings with staff to
review workload; with a view to facilitate any training needs.
Dealing with both complex and sensitive issues and
complaints with patients and staff which require detailed investigation,
reporting back to the Operational Admin, ECCA & Equipment Lead as required.
Responsibility for rota management for PCH band 2 clinical staff,
ensuring shifts are adequately covered at all times, liaising with clinical
team leader as necessary.
Ensure appraisals and reviews for direct reports are
carried out in a timely manner and that staff are compliant with mandatory
training, reporting any issues to the Operational Admin, ECCA and Equipment
Lead.
Ensure
Operational Team Administrator Band 3 completes appraisals and reviews for
their direct reports; reviewing with them mandatory training compliance,
reporting any issues to the Operational Admin, ECCA and Equipment Lead.
Ensure sickness and
annual leave records for PCH team & clinical staff are kept up to date,
reporting to Operational Admin,
ECCA & Equipment Lead with any known /
expected delays.
Ensure electronic
self-certificates are completed in a timely manner so that sickness records are
kept up to date.
Monitor sickness and
annual leave for Operational Admin team within designated area, reporting any
breaches directly to Operational
Admin, ECCA & Equipment Lead.
Ensure mandatory
training is booked for all community staff working within designated area
To be responsible for
training of new admin staff as necessary.
To order stock,
stationery, equipment as necessary. To
be an authorised signatory for orders, travel claims, mileage, etc. To be involved in management of petty cash
Any other duties,
which may be required to ensure the efficient running of services.
Comply with the
provision of the Trusts policies on Health & Safety at work and Risk
assessment, reporting hazards within the working environment and completing
accident and untoward incident documentation as necessary.
Attend all statutory
training as dictated by the organisation.
To participate in the
staff appraisal scheme and Personal Development Programme.
All roles within East Coast Community
Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature
Behaviours in the care and service they provide to patients, service users,
stakeholders and colleagues. All members of staff should consider these as an
essential part of their job role.
Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
Underpinning
our Values are our Signature Behaviours which highlight by taking the right
actions we continue to build a strong culture.
Our four Signature Behaviours are: Compassion - We Listen, We Learn,
We Lead| Action - My
Accountability, My Responsibility | Respect - Respect
Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Job description
Job responsibilities
To provide effective day to day line management of
Operational Admin team within designated area.
To take responsibility for development, annual leave and sickness
monitoring; ensuring that the service is adequately covered at all times.
Report directly to the
Operational Admin, ECCA & Equipment Lead in connection with any performance issues relating to designated area
admin teams.
Arrange and attend HR
attendance and performance review meetings for Operational Admin team within
designated area; ensuring these are made in a timely manner and that follow up
/ review meetings are booked accordingly.
Ensure attendance and performance paperwork is up to date with most
current information. Update Operational
Admin, ECCA & Equipment Lead on a regular basis.
To support the Operational Admin, ECCA & Equipment
Lead and service leads to ensure that procedures are effective to meet service
needs in the most efficient way.
To monitor dashboards to ensure that KPIs are met and
all patients are seen as appropriate.
Liaise with Operational Admin B3 staff to ensure dashboards are
monitored daily, that issues are fed back in a timely manner to support patient
treatment and provide additional training where necessary.
To raise datix for any issues relating to KPI
breaches, system / process failure, etc.
To monitor system procedures on a regular basis,
ensuring that staff are compliant; raising relevant issues as they arise with
the Operational Admin, ECCA & Equipment Lead.
To hold regular individual 1:1 meetings with staff to
review workload; with a view to facilitate any training needs.
Dealing with both complex and sensitive issues and
complaints with patients and staff which require detailed investigation,
reporting back to the Operational Admin, ECCA & Equipment Lead as required.
Responsibility for rota management for PCH band 2 clinical staff,
ensuring shifts are adequately covered at all times, liaising with clinical
team leader as necessary.
Ensure appraisals and reviews for direct reports are
carried out in a timely manner and that staff are compliant with mandatory
training, reporting any issues to the Operational Admin, ECCA and Equipment
Lead.
Ensure
Operational Team Administrator Band 3 completes appraisals and reviews for
their direct reports; reviewing with them mandatory training compliance,
reporting any issues to the Operational Admin, ECCA and Equipment Lead.
Ensure sickness and
annual leave records for PCH team & clinical staff are kept up to date,
reporting to Operational Admin,
ECCA & Equipment Lead with any known /
expected delays.
Ensure electronic
self-certificates are completed in a timely manner so that sickness records are
kept up to date.
Monitor sickness and
annual leave for Operational Admin team within designated area, reporting any
breaches directly to Operational
Admin, ECCA & Equipment Lead.
Ensure mandatory
training is booked for all community staff working within designated area
To be responsible for
training of new admin staff as necessary.
To order stock,
stationery, equipment as necessary. To
be an authorised signatory for orders, travel claims, mileage, etc. To be involved in management of petty cash
Any other duties,
which may be required to ensure the efficient running of services.
Comply with the
provision of the Trusts policies on Health & Safety at work and Risk
assessment, reporting hazards within the working environment and completing
accident and untoward incident documentation as necessary.
Attend all statutory
training as dictated by the organisation.
To participate in the
staff appraisal scheme and Personal Development Programme.
All roles within East Coast Community
Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature
Behaviours in the care and service they provide to patients, service users,
stakeholders and colleagues. All members of staff should consider these as an
essential part of their job role.
Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
Underpinning
our Values are our Signature Behaviours which highlight by taking the right
actions we continue to build a strong culture.
Our four Signature Behaviours are: Compassion - We Listen, We Learn,
We Lead| Action - My
Accountability, My Responsibility | Respect - Respect
Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Person Specification
Skills and Knowledge
Essential
- Knowledge of and proficient in the use of Microsoft word and Excel.
- Excellent IT Skills including email use of internet
- Excellent written and verbal communication skills
- Good organisational skills
- Ability to prioritise work
- Able to adopt a diplomatic approach
- Problem solving
- Aware of data protection and confidentiality
Desirable
- Knowledge of the JPH NHS Trust HISS and patient information systems.
- Presentation skills
Personal Attributes
Essential
- Physical / mental capacity to concentrate for long periods.
- Physical and mental capacity to deal with frequent interruptions
- Ability to liaise with colleagues / clinicians / patients and members of public from all levels of the hierarchy in a professional manner.
- Empathetic
- Assertive
- Organised
- Flexible
- Able to remain effective and efficient under pressure
- Able to work independently as well as within a team.
- Able to use own initiative
- Enthusiastic
- Professional
- Discreet
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together).
- Willingness and ability to work across different sites and travel to alternative sites and across the community as required.
Desirable
Experience
Essential
- Previous experience of dealing with patients in the NHS
- Previous experience of dealing with complaints
- Experience of conflict management
- Previous secretarial experience
- Audio typing skills
Desirable
- Previous experience of statistical analysis
- Mixture of secondary care / primary care experience in employment history
Qualifications
Essential
- NVQ level 3 or equivalent
- RSA level 3 or equivalent
- Educated to GCSE or equivalent level
Desirable
- Training in complaints / conflict management or equivalent
Person Specification
Skills and Knowledge
Essential
- Knowledge of and proficient in the use of Microsoft word and Excel.
- Excellent IT Skills including email use of internet
- Excellent written and verbal communication skills
- Good organisational skills
- Ability to prioritise work
- Able to adopt a diplomatic approach
- Problem solving
- Aware of data protection and confidentiality
Desirable
- Knowledge of the JPH NHS Trust HISS and patient information systems.
- Presentation skills
Personal Attributes
Essential
- Physical / mental capacity to concentrate for long periods.
- Physical and mental capacity to deal with frequent interruptions
- Ability to liaise with colleagues / clinicians / patients and members of public from all levels of the hierarchy in a professional manner.
- Empathetic
- Assertive
- Organised
- Flexible
- Able to remain effective and efficient under pressure
- Able to work independently as well as within a team.
- Able to use own initiative
- Enthusiastic
- Professional
- Discreet
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together).
- Willingness and ability to work across different sites and travel to alternative sites and across the community as required.
Desirable
Experience
Essential
- Previous experience of dealing with patients in the NHS
- Previous experience of dealing with complaints
- Experience of conflict management
- Previous secretarial experience
- Audio typing skills
Desirable
- Previous experience of statistical analysis
- Mixture of secondary care / primary care experience in employment history
Qualifications
Essential
- NVQ level 3 or equivalent
- RSA level 3 or equivalent
- Educated to GCSE or equivalent level
Desirable
- Training in complaints / conflict management or equivalent
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.
Employer details
Employer name
East Coast Community Healthcare CIC
Address
East Coast Community Healthcare
Yare House, Morton Peto Road
Great Yarmouth
Norfolk
NR31 0LT
Employer's website
https://www.ecch.org/ (Opens in a new tab)
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