Job summary
Surrey Downs Health & Care
An exciting opportunity has arisen for an experienced and motivated Senior Administrator/Team Leader to join Surrey Downs Health & Care Community Services, working within Epsom Primary Care Network.
This pivotal Band 4 role provides high-level administrative leadership and operational support across a diverse range of clinical services. You will play a key role in ensuring the smooth and efficient delivery of referral management, patient administration, performance reporting and business support functions, while leading and developing a team of administrators to deliver an outstanding, patient-focused service.
Working closely with Clinical Leads, Operational Managers and partner organisations, you will coordinate workflow across multiple sites, manage administrative processes, contribute to service improvement initiatives, and ensure compliance with NHS standards including information governance, CQC requirements, health and safety, and business continuity planning.
This is an excellent opportunity for an experienced administrator with supervisory experience who thrives in a fast-paced healthcare environment and is passionate about service excellence, team leadership and continuous improvement.
Main duties of the job
- Support the business unit in the delivery of services across the business unit and in developing standardised administration processes.
- Support the Clinical Leads and Managers in ensuring high quality customer service and key performance indicators are met.
- Participate in the development and up-dating of standard operating procedures (SOP's) for all administrative processes.
- To plan, co-ordinate and manage the workflow within the wider administration team in collaboration with other senior administrators and the Clinical Manager/Operations Manager. Acting as the line manager of a designated group of administrators, monitoring delivery of the workflow, allocating and checking work to ensure an efficient and effective admin service is provided to all clinicians and clinical team managers in a timely manner. Allocating and re-allocating tasks on a daily basis as required as organisational priorities change.
- Contribute to the process of rota planning and flexible working within the team to ensure that work flow is managed between different tasks on all sites and that reception areas are covered at all times
About us
Surrey Downs Health and Care deliver care closer to people's own communities through our Primary Care Networks, Community Hospitals, Specialist Services and our innovative partnership of local NHS organisations.
Surrey Downs Health and Care has a track record of providing person centered care that goes beyond organisational boundaries to do what is best for the individual. This partnership includes:
- The three GP federations GP Health Partners, Dorking Health Care and Surrey Medical Network representing practices that operate in the Surrey Downs area
- Epsom and St Helier's University Hospitals NHS Trust
- Surrey Council County
Historically, there have been boundary lines between the organisations that provide care to people in their homes, in GP surgeries and in hospitals, but we have always been united in our mission to provide great care to the people who need us.
It's on those grounds that the Surrey Downs Health and Care was formed - we want local people to receive the care that they need in the right environment. By bringing together our expertise, we can improve patient care and enable local people to access the right support, care and treatment more easily than ever before.
In bringing this partnership together, we are working to the same set of values that will translate into better care for our residents.
Job description
Job responsibilities
- Ensure that all public and professional enquiries are dealt with by the administrative team in an efficient, polite and confidential manner and/or passed onto the relevant member of staff for action.
- Provide data to inform the staffing plan to recruit & develop admin staff in line with changing business needs and budget, participating in the recruitment tasks; sitting on interview panels and inducting new members of staff.
- Provide the starters induction and leavers processes of admin personnel; liaising with HR and IM&T as appropriate to ensure that all processes and resource logs are accurately maintained, with assets, resources and access to IT systems managed to information governance and other policy standards.
- Participate in the communication and information cascade to administrators within the business unit via team meetings and other communications methods. And to maintain good communications with clinicians and managers in relation to the administration and customer services provided by the team.
- Responsible for the formal supervision and performance management reviews of a delegated group of administrators from within the business unit, identifying training and skills development needs to feed the training plan, to ensure that individuals within the admin team have the knowledge and skills required to perform and deliver their specified job tasks.
- Evaluate, monitor and support the development of skills within the administrative team to enable the full range of tasks to be completed as required. Providing advice and guidance as appropriate and alerting the Clinical Manager/ Operational Manager to any additional support or action required, to achieve the skills gain required.
- To prioritise and take responsibility for own work load recognise and support colleagues who need guidance and assistance.
- Responsible for the implementation and monitoring of annual leave and absence management processes, statutory and mandatory training attendance and other HR policies for the administration team within the business unit.
- Maintain securely the personnel records of administrators and clinical personnel on behalf of clinical managers, in accordance with the confidentiality policy and data protection act.
- Maintain emergency contact details for emergency planning and safe working practices of peripatetic staff purposes.
- To participate in the initial stages of performance management, grievance and discipline procedures, when appropriate.
- Participate in the investigation of any internal or external complaints relating to the administration service in line with the SDH&C complaints policy.
Please refer to the Job Description and Person Specification for more details.
Job description
Job responsibilities
- Ensure that all public and professional enquiries are dealt with by the administrative team in an efficient, polite and confidential manner and/or passed onto the relevant member of staff for action.
- Provide data to inform the staffing plan to recruit & develop admin staff in line with changing business needs and budget, participating in the recruitment tasks; sitting on interview panels and inducting new members of staff.
- Provide the starters induction and leavers processes of admin personnel; liaising with HR and IM&T as appropriate to ensure that all processes and resource logs are accurately maintained, with assets, resources and access to IT systems managed to information governance and other policy standards.
- Participate in the communication and information cascade to administrators within the business unit via team meetings and other communications methods. And to maintain good communications with clinicians and managers in relation to the administration and customer services provided by the team.
- Responsible for the formal supervision and performance management reviews of a delegated group of administrators from within the business unit, identifying training and skills development needs to feed the training plan, to ensure that individuals within the admin team have the knowledge and skills required to perform and deliver their specified job tasks.
- Evaluate, monitor and support the development of skills within the administrative team to enable the full range of tasks to be completed as required. Providing advice and guidance as appropriate and alerting the Clinical Manager/ Operational Manager to any additional support or action required, to achieve the skills gain required.
- To prioritise and take responsibility for own work load recognise and support colleagues who need guidance and assistance.
- Responsible for the implementation and monitoring of annual leave and absence management processes, statutory and mandatory training attendance and other HR policies for the administration team within the business unit.
- Maintain securely the personnel records of administrators and clinical personnel on behalf of clinical managers, in accordance with the confidentiality policy and data protection act.
- Maintain emergency contact details for emergency planning and safe working practices of peripatetic staff purposes.
- To participate in the initial stages of performance management, grievance and discipline procedures, when appropriate.
- Participate in the investigation of any internal or external complaints relating to the administration service in line with the SDH&C complaints policy.
Please refer to the Job Description and Person Specification for more details.
Person Specification
Qualification & Experience
Essential
- Experience of team management
- Educated to A level, NVQ Level 3, RSA Higher diploma with a good basic education to include Maths and English.
- Some supervisory experience in a patient/service focused environment delivering services to a number of people and managing workload priorities
Desirable
- Knowledge of business management procedures
- Willingness to train/ develop further skills
Other
Essential
- Involvement / Contribution to change management
Person Specification
Qualification & Experience
Essential
- Experience of team management
- Educated to A level, NVQ Level 3, RSA Higher diploma with a good basic education to include Maths and English.
- Some supervisory experience in a patient/service focused environment delivering services to a number of people and managing workload priorities
Desirable
- Knowledge of business management procedures
- Willingness to train/ develop further skills
Other
Essential
- Involvement / Contribution to change management
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.
