Job responsibilities
Main Duties
To take lead responsibility for the Medical Secretarial Teams across the Trust, including building and maintaining of services for your teams.
Overall management of the Medical Secretarial Teams and being responsible for the departmental performance including the setting of objectives and standards.
Responsible for the implementation of new systems and procedures as required, engaging staff to embrace change.
To ensure RTT related targets are met in compliance with Trust guidelines including cancer, and referral to treatment targets (RTT).
Accountable for the monitoring of call handling and staff rotas for Medical Secretarial Teams ensuring adequate on-site cover to support clinical staff.
Support the Operational Manager and liaise closely with the other Patient Access Service and Secretarial Managers to ensure all areas of the service are covered.
Responsible for ensuring typing turnaround targets are met for all clinical correspondence as per trust standards including Two Week Wait correspondence.
Monitor systems set to track patient investigations to prevent delays in treatment.
To request, validate and act on information relating to Trust KPIs performance, activity and quality, taking corrective action where appropriate to meet standards.
To manage complex situations, after seeking senior advice identifying issues and taking appropriate action.
Measurable Result Areas
To monitor performance and support initiatives to maximise throughput and efficiency within the Medical Secretarial Teams. Where appropriate, develop and implement effective ways of working to maximise resources/service delivery.
To analyse/interpret data in order to provide regular performance monitoring reports for presentation at the departmental performance management meetings relating to activity, identifying adverse variances and monitoring activity trends.
Continuous review of administration policies and procedures within own area, implementing and developing new processes and guidance in order to secure the efficient and effective operation of specialties.
To work independently on all aspects of the role, exercising maximum autonomy and control whilst recognising when it is appropriate to seek advice or assistance from a senior member of staff.
Communication and Reporting
To be pro-active in establishing internal/external communication with service users, Primary Care Trusts, GPs and other stakeholders to ensure that their needs and views are taken into account in the planning and monitoring of directorate activities and the development of services.
Participating in strategic, service provider and Trust/Divisional/Departmental meetings, assuming responsibility of administrative issues and the impact of resources.
Provide expert guidance to staff, health professionals, clinicians and GP practices.
Act on guidance from Best Practice Groups and various other stakeholder groups for quality and improvement of secretarial Services.
Ensure daily Winscribe sync report and distribution failures are resolved.
Monitor the timely verification of clinical correspondence.
Dealing with constant interruptions and occasional verbal aggression from service users in a professional manner, and treating them with empathy.
To communicate information appropriately on own initiative, including sensitive, confidential, complex and/or urgent information, to a variety of stakeholders.
Data Quality
To liaise with the Information Manager to ensure accurate data quality and information within the department.
Monitoring of call handling and ensuring staff are logging in and calls are answered within KPIs.
Management and Leadership
To optimise the use of resources and ensuring staff effectively and efficiently use stationary.
To maintain service delivery at the service level agreement activity and quality standards, whilst ensuring that equipment in service and staff practice comply with health and safety standards at all times.
Lead on investigation of complaints and incidents, analysing issues and identifying any faults in procedures, processes or the treatment of patients and making appropriate recommendations to the Operational Manager and others to avoid future occurrences.
Ensure that all staff conscientiously review mistakes, complaints and incidents/near misses as well as successes to improve performance and the level of customer care.
Responsible for investigating/conducting disciplinary and performance meetings, investigating issues/concerns and taking management actions as necessary.
Attendance management across the Medical Secretarial Team, to achieve appropriate staffing levels ensuring that staff leave is evenly distributed.
Ensure adequate on site staffing levels daily ensuring agile working is incorporated.
Monitor sickness triggers for staff members, escalate and conduct necessary meetings as per the sickness policy with the support of the People and Workforce Team.
Lead and coordinate recruitment of new staff, liaising with the Recruitment Team and maintaining contact with successful candidates prior to commencement of employment in the department. Ensuring induction and training programmes are in place as well as mentors.
Actively be involved in retention of staff and progression of staff through the ranks.
Provide effective leadership within the department, offering mentorship, guidance, training and support.
Monitor mandatory training compliance for the Medical Secretarial Teams, sending reminders in a timely manner.
Responsible for the education and development to maximise the potential of the team, undertaking Personal Development Reviews and ensuring developmental plans are in place, identifying training needs.
Accountable for health and safety and fire audits are completed in a timely fashion and actions resolved.
Ensure covid office and staff risk assessments are up to date.
To maintain communication links with all staff, using a variety of techniques to develop team morale and motivation through effective personal leadership including 1:1s and team meetings.
To ensure information is cascaded effectively throughout area of responsibility and that there is a mechanism for all staff to feed information to more senior colleagues.
Responsible for setting contingency plan for Medical Secretariat, maintaining up to date information.
Finance
Management of the budget for all staff and resources within the Medical Secretarial Team, monitoring variance and implementing contingency plans as appropriate highlighting any areas of concern.
Administration stock control within the specialty using analytic judgment to identify and assess information implementing resolutions and monitoring outcomes.
Working with the Operational Manager to monitor and control bank expenditure.
Policies and Procedures
To ensure that all staff adhere to Trust Policies and Procedures at all times. This includes staff compliance of all Health and Safety Policies and the Data protection Act 1998, which relates to electronically stored personal data.
Systems Management
Winvoice Administrators
Point of contact for queries - all SWFT Winvoice users.
Responsible for setting up new users.
Implementing upgrades for system improvements.
Monitor typists and clinical users.
Updating and developing SWFT template headers.
Resolve user issues and queries.
Regularly meet with external providers and IT to resolve recurrent issues.
Support IT with queries.
Develop/update training packages for system.
Responsible for contingency plan procedure for system failure.
Produce SOPs and coms for system changes/updates.
Management and maintenance of daily, weekly and monthly reports.
Docman Connect
Manage GP rejections for all Winvoice and Medisoft clinical correspondence on Docman Connect, ensuring correct GP has information.
Work with IT to resolve system issues.
Netcall
Monitor service provided by call handlers and use data to improve patient call handling.
Synertec
Manage reports using prism client for clinical correspondence sent via Synertec.
Responsible for investigating any system malfunctions.
Patient Portal
Support implementation and uptake of patient portal subscribers.
