Job responsibilities
Provide
day to day supervision of clerical staff, monitoring staffing levels on a
daily basis and adjusting when and where necessary to provide appropriate
staff cover. Be involved in the recruitment and retention of the clerical
staff ensuring that all new staff receives an appropriate induction and
training to enable them to carry out their duties. Supervise and train
members of the clerical team in all aspects of Patient Administration and
customer service, including the allocation of work on a daily basis and the
reviewing of work performance and progress.
Along
with the Outpatient Co-ordinator ensure clerical staff receive full briefings
on current developments and be actively involved in staff meetings. Exercise
safekeeping of office equipment, including data held on the computer,
workstations and any other equipment used.
The Trust requires that all members of staff are appraised on a yearly
basis and the post holder will be responsible for the appraisals for the
allocated team members. The post holder will be responsible for the
monitoring of sickness, holidays and other leave and return to work
interviews following sickness and for preparing and providing statistics to
managers and to salaries and wages. The post holder must ensure that
processes/procedures comply with legislative requirements covering Health
& Safety, Data Protection and confidentiality.
Knowledge
An ability to effectively implement,
and reinforce where necessary, Trust policies, hospital practices and
procedures associated with the role of the office manager which require
specialist knowledge.
An ability to provide non-clinical
advice and information to colleagues, patients and their families.
Appreciation of clinical/operational
areas that the service area interacts with.
Application of data protection and
copyright laws and their effects on the service.
Appreciation of the aims and
application of standards of care e.g. Patient Advice and Liaison Service
(PALS).
An understanding of the relationship
and impact on the service of a range of IT applications e.g. PAS.
Skills
Excellent organisational skills with
the ability to work both independently and as part of a team.
Must have effective supervisory
skills, be highly motivated and lead by example to motivate other team
members.
Prioritise own workload and that of
the team, work under pressure, multi-task and be aware of, and achieve, time
deadlines.
An ability to train staff, including
temporary staff, as required and to monitor progress on a continuing basis.
Highly developed interpersonal
skills with the ability to exchange confidential, sensitive or contentious
information clearly and effectively at all levels, i.e. patients, relatives,
colleagues and health professionals, within the Trust and externally.
An ability to exercise judgement
when dealing with patient enquiries to evaluate the situation and resolve
problems.
The ability to cope with the
sometimes distressing and emotional nature of the work when dealing with
situations requiring sensitivity involving colleagues, patients and their
families.
To be adaptable and flexible.
Must be tactful and diplomatic.
Knowledge and experience of using a
Patient Administration system.
The ability to affectively
facilitate a team of clerical staff to deliver against deadlines.
Experience
Minimum 1 years experience at
supervisory/senior level in a health care environment.
A well developed understanding and
knowledge of office based procedures/ systems gained over a significant
period to enable implementation and appropriate training of the clerical
team.
Interpretation and analysis of
reports, databases and spreadsheet information.
Well developed knowledge and
experience of using a variety of IT applications in a Windows based
environment.
Qualifications
GCSE (or equivalent) English
Language and Mathematics grade C or above.
The post-holder is expected to be
honest, fair and consistent in their approach and to accept responsibility
for ones own achievements, acts and omissions.
Respect confidentiality in line
with National, Trust and local policies and guidelines.
A positive and professional
attitude.
Committed to providing the highest
quality of administrative support.
To promote, support and work
towards the delivery and achievement of the Trusts and departments
objectives.
Maintain and improve quality of
service.
A business like appearance.
Commitment to own personal &
professional development as agreed with their line manager.
Commitment to their teams personal
& professional development.
CORE
BEHAVIOURS AND SKILLS
Essential
core behaviours and skills include:
The post-holder will be expected to
be diplomatic, self-motivated and enthusiastic with a professional attitude.
The post-holder will be expected to
be a good team player, with the ability to work flexibly in a diverse and
demanding environment to meet the evolving needs of the department.
To support and guide their team,
including the development of an induction programme for new members of staff.
To provide a high standard
confidential, effective and accurate administration service.
Communicate sensitively and
effectively with patients, relatives, colleagues and all other healthcare
professionals.
Respect the working environment, to
be responsible for ones own acts and omissions in relation to Health &
Safety.
Responsible for appropriate use of
equipment within the working environment.
A willingness to undergo all
training requirements necessary for the post
CORE
KNOWLEDGE AND UNDERSTANDING
Essential
core knowledge and understanding to include:
The post-holder to possess a good
standard of written and spoken English.
Basic computer literacy and
willingness to further computer skills.
A willingness to understand all
policies and procedures governing the Trusts approach and delivery to
Patient Administration.
PRINCIPAL
DUTIES & AREAS OF RESPONSIBILITY
Staff
Supervision
Coordinate the day to day activities
of a team of clerical officers.
To maintain regular communications
with all staff to ensure they all receive and participate in briefings and
are aware of knowledge and information relating to them and their role.
To be actively involved in the
recruitment process.
Continually review staffing levels
and ensure there is adequate cover for staff during periods of absence or
flexible working practices in order to maintain a quality service.
Train and supervise members of staff
in all aspects of patient administration service and exceptional customer
service, motivating, improving performance and promoting team values to
achieve required outcomes. Contribute
to the identification and planning of development needs for the team and
individuals.
Contribute to the assessment of
staff performance against objectives and be responsible for the performance
development reviews of individuals. On
a day to day basis support individual learning and development.
Service
Management
Be responsible for the
implementation of Trust procedures and protocols within the department.
Ensure the outpatient clinics and
appointment pathways are managed in accordance with Trust and Patient Access
Policies and within specialty guidelines.
Ensure that information on the Trust
Patient Administration System is recorded in an accurate and timely manner.
When in contact with medical
records, be responsible for ensuring any investigations/loose
records/correspondence is securely filled in the casenote folder.
Ensure investigation results receive
medical acknowledgement and signature in a timely manner.
To be receptive to and assist in,
the development and introduction of new ways of working.
Ensure that joint working and close
cooperation is developed with other departments and agencies.
Undertake monitoring of performance
to ensure high quality service delivery.
Respond effectively to telephone
communications in a polite and helpful manner, observing the need for
discretion and courtesy. Take
responsibility for returning any follow-up calls as necessary.
Support the induction process for
all new clerical officers and work with the Outpatient Coordinator to develop
refresher programmes/updates for existing staff.
Respect patient Confidentiality and
be aware of the Data Protection Act and Caldicott Guidelines.
COMMUNICATION
& WORKING RELATIONSHIPS
It
is essential that the Supervisor maintains and develops good working
relationships with all staff. This
will involve considerable liaison with consultants, nursing staff, managers,
medical secretaries, and patient administration staff throughout the Trust.
11. SPECIAL WORKING CONDITIONS
Physical
Effort:
Office
based and regular use of a VDU and display screen
equipment.
Mental
Effort:
Frequent
requirement for concentration working to departmental deadlines and service
level agreements.
Emotional
Effort:
Direct
patient contact may be required in a non-clinical role
Working
Conditions:
Office
Based
