Job summary
Business Support Manager for Discharge Services
This post is supporting the Deputy Assistant Directorate Manager and Assistant Directorate Manager in the operational delivery and performance management of services provided by the Community Support and Rehab Workers including rotas, health roster, sickness, annual leave and other non-clinical administrative tasks, in the Discharge Services Team.
Discharge to Assess is a multi-professional team consisting of highly skilled and motivational staff who assess and plan episodes of care following discharge from hospital and into the community. These person centred, holistic assessments provide the basis of personal and therapeutic care needs and also facilitates the transfer of care to the most appropriate services: Health, Adult Social Care or Partner agencies.
Intermediate Care at Home consists of rehabilitation specialists, who work holistically and with an individualised focus to provide a short term rehabilitation service to those deemed medically stable and require no hospital care. This element of the service is free at the point of contact and incorporates the Stockport trust ethos of minimising hospital admissions and keeping our patients safe and rehabilitated in their own residence.
Main duties of the job
Supporting the Deputy Assistant Directorate Manager and Assistant Directorate Manager in the operational delivery and performance management of services provided by the Community Support and Rehab Workers including rotas, health roster, sickness, annual leave and other non-clinical administrative tasks.
Using independent judgement the post-holder is responsible for the day-to-day operational leadership of all Administrative & Clerical (A&C) responsibilities of the CRW's / SSW's within the D2a Assessment and Intermediate Care at Home Service.
Working as part of the Management Team, a key aspect of this post is to ensure sound administrative processes are in place to support the clinical teams to achieving operational objectives in an efficient and effective way.
Leading on the development and standardisation of administrative functions across the Division.
Leading and maintaining improvements in delivery, productivity and efficiency of administrative resource across the division.
Managing, maintaining and developing business processes within Discharge Services.
Providing project management support in the roll out of projects as required.
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
Our mission is to make a difference every day. Our values are that we care, we respect, and we listen
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
The salary for the role is only one part of the excellent package of benefits we offer to you:
- Between 27-33 days of annual leave plus bank holidays
- NHS pension scheme membership
- Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
- NHS Staff discounts
- Cycle to work scheme
- Salary finance - for loans, savings, budget planning and tips on managing debt
- Stockport Credit Union- for local financial advice
Job description
Job responsibilities
- Responsible for the day-to-day operational management of all A&C staff within the agreed footprint.
- To ensure there is efficient and effective delivery of the service.
- Work as part of the Management Team to ensure sound administrative processes are in place to support the clinical teams to achieve operational objectives in an efficient and effective way.
- To support service improvement work to ensure efficient, effective and productive services.
- To ensure a person-centred service that is responsive, flexible and adaptable.
- To work closely with colleagues including specialty teams, clinicians and support service and assist in its development.
- To embed quality improvement methodology within the service
- To provide cross cover for: Operational Manager colleagues
- Deputise for the Deputy Assistant Directorate Manager
- Ensure there is a high quality of training and development of the teams.
- Attend meetings with Divisions as requested as well as any other meetings relevant to the role.
- Any other duties commensurate with the role
- To compile reports as requested by manager and other senior staff.
- To support the manager and staff to co-ordinate and implement the audit, service review and quality improvements.
- To support the manager and staff to review, develop and implement processes and systems using LEAN methodologies.
- Post holder will be required to manage and prioritise workloads, use their own initiative and work without direct supervision although under the guidance of the Deputy Assistant Directorate Manager
- Devise rotas or systems to ensure competing workload demands and short-notice periods of leave are adequately and equitably met, maximising resources in the most effective way.
- Support A&C staff to take forward new initiatives/projects within A&C working practices e.g., training programmes / task and finish groups, LEAN principles and service developments, demonstrating a high level of communication, mediation and negation skills to lead effective discussions where information can be conveyed which may cause potential conflict.
- Act as an ambassador to promote quality and safety. Ensure sound working practices are adhered to at all times by the A&C staff and where discrepancies are found, appropriate action is taken. Be a role model for best practice in health safety and security.
- Ensure own actions promote equality and diversity and individual rights respecting the privacy, dignity, needs and beliefs of patients and staff.
- Respond to formal and informal complaints relating to area of work.
- Investigation of incidents relating to area of work.
- Setting of clear objectives for staff, communicating responsibilities and agreed timescales.
- Ensure up to date personal awareness and knowledge of trust wide issues and directives, applying the knowledge in the workplace, including attending appropriate Divisional briefings and meetings.
Communications
- Communicate information as appropriate to relevant staff in a timely manner, both written and verbal, pitching the level of information to match the level of the receiver this includes regular team meetings.
- Oral presentations to staff in areas of work
- Provides feedback to other staff on their communication at appropriate time.
- Respond to formal and informal complaints relating to area of work and deal with any escalations raised by staff.
- Initiate gathering of information relating to incidents relevant to your area of work and updating Datix, the incident recording tool.
- Motivating and persuading administrative and clerical staff regarding changes to procedures and current practice
- Support operational managers with improvement of their services performance.
- Review & escalate staffing issues on a daily basis.
- Administrative compilation of effective rotas, working with supervisors and Directorate Manager to deliver safe and cost-effective care.
- Assist the organisation for commencement of colleagues, including induction and relevant initial training.
- Maintaining productive relationships in specialties and Divisions
- Deal with any escalations or concerns raised by direct reports.
- Develop positive working relationships with managerial, non-clinical and clinical staff and all partner agencies across the Division and Trust.
- Ensure confidentiality of all written, verbal and electronic information.
- Be aware of possible barriers to communication and how to overcome them. Be able to use all relevant forms of communication.
- To be aware of new developments in information in the NHS, CQC and elsewhere and communicate important developments to staff and colleagues to drive forward potential changes by implementing best practice.
- Chair and attend meetings & briefings to ensure good lines of communication are maintained at all times with A&C staff across the Division ensuring that all necessary information is disseminated and implemented by A&C staff.
Responsibility for Patient Care
- To provide a team environment commensurate with safe and secure transfer of patient data
- To provide a team environment commensurate with quick and efficient service to patients
- To ensure the team are equipped with the relevant skills and training to ensure they provide excellent patient care.
- Provide non-clinical advice to patients, relatives and carers about Trust services, policies and procedures.
- Resolve complex complaints and queries as required.
Planning and organising
- The post holder will be expected to plan work logically in order to complete tasks within specific projects.
- Plan and organise own workload despite frequent and unpredictable interruptions.
- Monitor and initiate actions to manage agreed performance targets (KPIs)
- Organise and manage the team capacity and demand through the use of relevant tools.
- Ensure processes across the team are effective and efficient.
- Setting of clear objectives for staff, communicating responsibilities and agreed timescales.
- Attend regular meetings covering all aspects of the area of work.
- Review, plan & publish staffing rotas.
- Ensure all risk assessments have been completed and are up to date.
- Support in the development of and lead in the implementation of tools to support evaluation of A&C services and service development to release efficiencies and cost savings.
- Support, develop and implement projects and project plans.
- Ability to organise the training and reporting schedules and highlight areas of potential conflict.
- Work to tight deadlines, reorganising schedules in own workload in order to achieve deadlines.
- Other administrative tasks as appropriate.
Responsibilities for Physical and / or Financial Resources
- To assess the workload of administrative & clerical staff, ensuring equitable distribution of duties in order to obtain the best use of resources.
- Approve submission of budget requests for administrative & clerical staff
- Authorise payroll information on e-roster for administrative & clerical staff.
- Support the Assistant Directorate Manager with budget management.
- Take charge and is responsible for various equipment used to facilitate workshops, presentations, audits and training.
- Stock control and petty cash management.
- Awareness of financial constraints when organising bank cover.
Responsibility for Policy and Service Development and Implementation
- Anticipate improvements for processes and tasks within the post sphere of responsibility, proactively share these with colleagues and lead delivery as required.
- Review systems and practices within own area of work to ensure they support the sustained delivery of the service.
- Create and promote robust and efficient end to end processes including SOPs and policies ensuring they are up to date and adapted to reflect changing practice.
- Contribute to the development of localised policies and procedures to implement and maintain Trust business requirements.
- Be able to produce Standard Operating Procedures (SOP) to meet the changing needs of the service and to facilitate the working of any new systems.
- Have direct involvement and contact with service users to seek their feedback on experience and opinions.
- Contribute & support the Division with the current and future business opportunities in relation to service development.
- Ensure existing procedures and guidance is updated regularly distributed, understood and monitored accordingly.
- To embrace and support line management and the department in making service improvements effective within the workplace.
- The post holder must be customer focussed, being constantly aware of the importance of maintaining a quality service, performing and projecting a professional image to high standards.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
If successful this vacancy will require a Standard DBS check at a cost of £21.90 This cost will be deducted from your first Trust salary
In addition to this it will be a condition of your employment that you will join the DBS update service and pay the annual subscription fee of £13.
Job description
Job responsibilities
- Responsible for the day-to-day operational management of all A&C staff within the agreed footprint.
- To ensure there is efficient and effective delivery of the service.
- Work as part of the Management Team to ensure sound administrative processes are in place to support the clinical teams to achieve operational objectives in an efficient and effective way.
- To support service improvement work to ensure efficient, effective and productive services.
- To ensure a person-centred service that is responsive, flexible and adaptable.
- To work closely with colleagues including specialty teams, clinicians and support service and assist in its development.
- To embed quality improvement methodology within the service
- To provide cross cover for: Operational Manager colleagues
- Deputise for the Deputy Assistant Directorate Manager
- Ensure there is a high quality of training and development of the teams.
- Attend meetings with Divisions as requested as well as any other meetings relevant to the role.
- Any other duties commensurate with the role
- To compile reports as requested by manager and other senior staff.
- To support the manager and staff to co-ordinate and implement the audit, service review and quality improvements.
- To support the manager and staff to review, develop and implement processes and systems using LEAN methodologies.
- Post holder will be required to manage and prioritise workloads, use their own initiative and work without direct supervision although under the guidance of the Deputy Assistant Directorate Manager
- Devise rotas or systems to ensure competing workload demands and short-notice periods of leave are adequately and equitably met, maximising resources in the most effective way.
- Support A&C staff to take forward new initiatives/projects within A&C working practices e.g., training programmes / task and finish groups, LEAN principles and service developments, demonstrating a high level of communication, mediation and negation skills to lead effective discussions where information can be conveyed which may cause potential conflict.
- Act as an ambassador to promote quality and safety. Ensure sound working practices are adhered to at all times by the A&C staff and where discrepancies are found, appropriate action is taken. Be a role model for best practice in health safety and security.
- Ensure own actions promote equality and diversity and individual rights respecting the privacy, dignity, needs and beliefs of patients and staff.
- Respond to formal and informal complaints relating to area of work.
- Investigation of incidents relating to area of work.
- Setting of clear objectives for staff, communicating responsibilities and agreed timescales.
- Ensure up to date personal awareness and knowledge of trust wide issues and directives, applying the knowledge in the workplace, including attending appropriate Divisional briefings and meetings.
Communications
- Communicate information as appropriate to relevant staff in a timely manner, both written and verbal, pitching the level of information to match the level of the receiver this includes regular team meetings.
- Oral presentations to staff in areas of work
- Provides feedback to other staff on their communication at appropriate time.
- Respond to formal and informal complaints relating to area of work and deal with any escalations raised by staff.
- Initiate gathering of information relating to incidents relevant to your area of work and updating Datix, the incident recording tool.
- Motivating and persuading administrative and clerical staff regarding changes to procedures and current practice
- Support operational managers with improvement of their services performance.
- Review & escalate staffing issues on a daily basis.
- Administrative compilation of effective rotas, working with supervisors and Directorate Manager to deliver safe and cost-effective care.
- Assist the organisation for commencement of colleagues, including induction and relevant initial training.
- Maintaining productive relationships in specialties and Divisions
- Deal with any escalations or concerns raised by direct reports.
- Develop positive working relationships with managerial, non-clinical and clinical staff and all partner agencies across the Division and Trust.
- Ensure confidentiality of all written, verbal and electronic information.
- Be aware of possible barriers to communication and how to overcome them. Be able to use all relevant forms of communication.
- To be aware of new developments in information in the NHS, CQC and elsewhere and communicate important developments to staff and colleagues to drive forward potential changes by implementing best practice.
- Chair and attend meetings & briefings to ensure good lines of communication are maintained at all times with A&C staff across the Division ensuring that all necessary information is disseminated and implemented by A&C staff.
Responsibility for Patient Care
- To provide a team environment commensurate with safe and secure transfer of patient data
- To provide a team environment commensurate with quick and efficient service to patients
- To ensure the team are equipped with the relevant skills and training to ensure they provide excellent patient care.
- Provide non-clinical advice to patients, relatives and carers about Trust services, policies and procedures.
- Resolve complex complaints and queries as required.
Planning and organising
- The post holder will be expected to plan work logically in order to complete tasks within specific projects.
- Plan and organise own workload despite frequent and unpredictable interruptions.
- Monitor and initiate actions to manage agreed performance targets (KPIs)
- Organise and manage the team capacity and demand through the use of relevant tools.
- Ensure processes across the team are effective and efficient.
- Setting of clear objectives for staff, communicating responsibilities and agreed timescales.
- Attend regular meetings covering all aspects of the area of work.
- Review, plan & publish staffing rotas.
- Ensure all risk assessments have been completed and are up to date.
- Support in the development of and lead in the implementation of tools to support evaluation of A&C services and service development to release efficiencies and cost savings.
- Support, develop and implement projects and project plans.
- Ability to organise the training and reporting schedules and highlight areas of potential conflict.
- Work to tight deadlines, reorganising schedules in own workload in order to achieve deadlines.
- Other administrative tasks as appropriate.
Responsibilities for Physical and / or Financial Resources
- To assess the workload of administrative & clerical staff, ensuring equitable distribution of duties in order to obtain the best use of resources.
- Approve submission of budget requests for administrative & clerical staff
- Authorise payroll information on e-roster for administrative & clerical staff.
- Support the Assistant Directorate Manager with budget management.
- Take charge and is responsible for various equipment used to facilitate workshops, presentations, audits and training.
- Stock control and petty cash management.
- Awareness of financial constraints when organising bank cover.
Responsibility for Policy and Service Development and Implementation
- Anticipate improvements for processes and tasks within the post sphere of responsibility, proactively share these with colleagues and lead delivery as required.
- Review systems and practices within own area of work to ensure they support the sustained delivery of the service.
- Create and promote robust and efficient end to end processes including SOPs and policies ensuring they are up to date and adapted to reflect changing practice.
- Contribute to the development of localised policies and procedures to implement and maintain Trust business requirements.
- Be able to produce Standard Operating Procedures (SOP) to meet the changing needs of the service and to facilitate the working of any new systems.
- Have direct involvement and contact with service users to seek their feedback on experience and opinions.
- Contribute & support the Division with the current and future business opportunities in relation to service development.
- Ensure existing procedures and guidance is updated regularly distributed, understood and monitored accordingly.
- To embrace and support line management and the department in making service improvements effective within the workplace.
- The post holder must be customer focussed, being constantly aware of the importance of maintaining a quality service, performing and projecting a professional image to high standards.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
If successful this vacancy will require a Standard DBS check at a cost of £21.90 This cost will be deducted from your first Trust salary
In addition to this it will be a condition of your employment that you will join the DBS update service and pay the annual subscription fee of £13.
Person Specification
Experience
Essential
- healthcare working
- GCSE and further education
- IT experience
Knowledge
Essential
- Discharge services knowledge
- IT courses
Skills
Essential
- Flexible working
- manage staff
- IT skills
Working ethics
Essential
- worked in a team,
- ability to delegate
- manage time effectively
Person Specification
Experience
Essential
- healthcare working
- GCSE and further education
- IT experience
Knowledge
Essential
- Discharge services knowledge
- IT courses
Skills
Essential
- Flexible working
- manage staff
- IT skills
Working ethics
Essential
- worked in a team,
- ability to delegate
- manage time effectively
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.
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).
Additional information
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.
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).
