Admin Team Leader

Job description

Job responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

In this role, you will provide leadership and management to a team of Administrative Coordinators, overseeing performance, task delegation, staffing, and recruitment. You will ensure effective communication within the department and with patients, addressing inquiries and complaints professionally. Operationally, youll maintain efficient processes, manage clinic preparations, and handle cancellations. Youll support systems like SSNAP, ensuring accurate data entry and adherence to policies. Additionally, you will drive service development by identifying trends, addressing issues, and participating in improvement initiatives.

Communication and Patient Liaison

- Ensure clear, effective, and appropriate communication within the department, particularly with the multi-disciplinary team.

- Ensure patients and visitors are treated with kindness, respect, and dignity at all times.

- Promptly address patient and visitor inquiries, using expertise and judgment to resolve more complex issues.

- Handle patient complaints professionally and courteously, ensuring they are resolved quickly and effectively.

Operational Management

- Maintain and enhance operational processes to ensure the efficient functioning of stroke services.

- Ensure that clinic rooms are fully prepared and available, with all necessary documentation and IT systems in place.

- Manage same-day clinic cancellations and rebook patients promptly to avoid breaches of regulatory targets.

- Attend MDT meetings or clinic pre-meetings to proactively identify and assist with administrative tasks.

- Oversee the accuracy and availability of clinic documentation and supplies.

- Proactively address capacity challenges and efficiently resolve complex operational queries.

Access and Systems Management

- Support the team in effectively using relevant systems, including SSNAP, ensuring accurate entry of patient information.

- Ensure adherence to the Trusts Elective Access Policy and RTT (Referral to Treatment) targets, while also complying with SSNAP data requirements and deadlines.

- Ensure all patients are reconciled at the end of the clinic, including proactively gathering outcomes from clinicians and updating SSNAP records as needed.

- Resolve booking issues promptly and ensure satisfactory resolutions for patients, including addressing any issues related to SSNAP data submissions.

Service Development and Improvement

- Identify trends and take appropriate action to address emerging issues.

- Gather and present data on service performance, identifying areas of underperformance and suggesting improvement strategies.

- Actively participate in service improvement initiatives, keeping the clinical and management teams informed of progress.

Come and be a part of the best NHS trust in England to work for, according to our staff*

UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust

*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.

UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.

Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.

Person Specification

Knowledge and Qualifications

Essential

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
• Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment.
• Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.

Desirable

• NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.

Experience

Essential

• Experience of working in a non-routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
• Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.

Desirable

• Previous NHS experience, or experience of working in a healthcare setting.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

University College London Hospitals NHS Foundation Trust

Address

National Hospital for Neurology & Neurosurgery, UCLH

Queen Square

London

WC1N 3BG

Employer's website

https://www.uclh.nhs.uk (Opens in a new tab)