Job summary
The post holder will be responsible for the management of processes within the SPoR team, ensuring
an efficient and effective administrative provision across the Bedfordshire Talking Therapies. They will
supervise and manage Administration staff within the Bedfordshire Talking Therapies, including
management of resources, HR and quality standards.
They will be responsible for the effective delivery of the Single Point of Referral (SPoR) system,
ensuring that it is delivered to a high standard of patient satisfaction and in line with service targets
and protocols. They will ensure the effective implementation of the Clinical Database (IAPTus) and
administrative systems to support the efficient and effective running of the Talking Therapies service
for both patients and clinicians.
To provide:-
PA support to senior management as and when required including Associate Clinical Director
project support to senior management as and when required
You will be required to work across several sites
Main duties of the job
- To line manage Administration staff within the Bedfordshire Talking Therapies To be responsible for the administration processes within the SPoR administrative team, identifying areas for improvement and implementing changes.
- To be responsible for developing and delivering an induction programme for all new staff, training staff in the IAPTus system and on service protocols, policies and procedures.
- To assist with the induction and training of new clinical staff on the IAPTus system, room booking and security of the building.
- To be responsible for dealing with personnel issues, sickness, capability, staff grievances etc in line with the ELFT Human Resources policies and procedures.
- To be responsible for providing regular monthly supervision and annual appraisals for the admin staff, ensuring that personal, professional and training needs are identified and met in line with Trust policy and Directorate objectives.
- To arrange and chair regular SPoR Administration Team Meetings, disseminate key information and ensure that there is effective and efficient communication within the service.
- To be responsible for selection, recruitment and retention of Admin staff, in conjunction with the Operational Manager.
- To ensure that all admin staff are aware of the requirements of the Data Protection Act and maintaining patient confidentiality.
- To ensure confidentiality and professionalism is maintained in carrying out personal duties as well as in line management responsibilities
About us
Our mission is to make a positive difference in people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, and We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Job description
Job responsibilities
- To provide secretarial and administrative service to the management team including liaison with other ELFT corporate services and service users, processing all reports, correspondence and documentation, including summaries and correspondence relating to service user records and related filing, faxing, photocopying, minutes and preparing agendas for various meetings.
- To manage staffing and the rota for the SPoR team. To monitor the quality of booking co-ordination activities and the smooth running of the SPOR admin team, ensuring that referral processing is carried out within the service targets. The post holder is also expected to assist bookings as and when need arises.
- To be responsible for dealing with and resolving with complex cases in liaison with the service clinical Lead.
- To ensure that access and eligibility criteria is adhered to across the bookings process.
- To co-ordinate the process for booking of interpreters, by the admin team.
- Support the Admin and Marketing Lead and the Operations Manager in implementing an Administration strategy to support service developments.
- Responsible for Health and Safety across the service. Provide support in the development of service plans in conjunction with the senior management team.
- To provide project support on key service developments as required.
- To represent the service at Trust meetings, forums and committees as and when required.
- To ensure that the single point of referral system is managed according to local policies and protocols.
- To maintain a Records Management Protocol for the service.
- To deal with difficult enquiries, initial patient complaints etc in an effective manner and to resolve any issues satisfactorily, thus reducing progression to formal complaints.
- To receive formal complaints regarding admin processes and to
- respond to these appropriately, following departmental processes and Trust guidelines and involving senior clinicians and operational manager accordingly.
- To review BTT monthly performance reports and identify concerns, issues and solutions in order to meet national targets and Trust objectives, working in conjunction with senior managers.
- To ensure quality and effectiveness of all service procedures and processes. To monitor allocation and completion of audits, ensuring quality standards are maintained and improved in line with service developments.
- To ensure that Administrative staff present a professional, friendly and sympathetic approach to patients at all times.
- To complete the monthly staff attendance spreadsheet for all staff & therapists, recording sickness, annual leave, training etc, in conjunction with the operations manager who will complete the supervision and appraisal data.
- To act as a Champion User to support end users on the IAPTus/RIO database. To manage and maintain the IAPTus/Rio system and be responsible for ensuring staff receive timely facilitation and training so as not to impact on service objectives/targets.
- To act as ICT point of contact for all staff within the service area to co-ordinate IM&T training requirements, new user password requests, network faults and repairs of IM&T equipment
- To use the Oracle system to procure equipment for the service, including IT hardware and software requirements and to oversee their procurement and installation.
- To monitor administration expenditure and proactively support savings targets eg: postage, making appropriate recommendations.
- To act as authorised signatory for stationery stock and supplies as required
- To participate in an annual Performance Review and Personal Development Planning.
- Adopt and implement agreed service developments in line with the Directorate and Trust objectives To undertake relevant training courses as identified in the personal development plan and ensure appraisal objectives are met.
Job description
Job responsibilities
- To provide secretarial and administrative service to the management team including liaison with other ELFT corporate services and service users, processing all reports, correspondence and documentation, including summaries and correspondence relating to service user records and related filing, faxing, photocopying, minutes and preparing agendas for various meetings.
- To manage staffing and the rota for the SPoR team. To monitor the quality of booking co-ordination activities and the smooth running of the SPOR admin team, ensuring that referral processing is carried out within the service targets. The post holder is also expected to assist bookings as and when need arises.
- To be responsible for dealing with and resolving with complex cases in liaison with the service clinical Lead.
- To ensure that access and eligibility criteria is adhered to across the bookings process.
- To co-ordinate the process for booking of interpreters, by the admin team.
- Support the Admin and Marketing Lead and the Operations Manager in implementing an Administration strategy to support service developments.
- Responsible for Health and Safety across the service. Provide support in the development of service plans in conjunction with the senior management team.
- To provide project support on key service developments as required.
- To represent the service at Trust meetings, forums and committees as and when required.
- To ensure that the single point of referral system is managed according to local policies and protocols.
- To maintain a Records Management Protocol for the service.
- To deal with difficult enquiries, initial patient complaints etc in an effective manner and to resolve any issues satisfactorily, thus reducing progression to formal complaints.
- To receive formal complaints regarding admin processes and to
- respond to these appropriately, following departmental processes and Trust guidelines and involving senior clinicians and operational manager accordingly.
- To review BTT monthly performance reports and identify concerns, issues and solutions in order to meet national targets and Trust objectives, working in conjunction with senior managers.
- To ensure quality and effectiveness of all service procedures and processes. To monitor allocation and completion of audits, ensuring quality standards are maintained and improved in line with service developments.
- To ensure that Administrative staff present a professional, friendly and sympathetic approach to patients at all times.
- To complete the monthly staff attendance spreadsheet for all staff & therapists, recording sickness, annual leave, training etc, in conjunction with the operations manager who will complete the supervision and appraisal data.
- To act as a Champion User to support end users on the IAPTus/RIO database. To manage and maintain the IAPTus/Rio system and be responsible for ensuring staff receive timely facilitation and training so as not to impact on service objectives/targets.
- To act as ICT point of contact for all staff within the service area to co-ordinate IM&T training requirements, new user password requests, network faults and repairs of IM&T equipment
- To use the Oracle system to procure equipment for the service, including IT hardware and software requirements and to oversee their procurement and installation.
- To monitor administration expenditure and proactively support savings targets eg: postage, making appropriate recommendations.
- To act as authorised signatory for stationery stock and supplies as required
- To participate in an annual Performance Review and Personal Development Planning.
- Adopt and implement agreed service developments in line with the Directorate and Trust objectives To undertake relevant training courses as identified in the personal development plan and ensure appraisal objectives are met.
Person Specification
Education/ Qualification/ Training
Essential
- Good standard of written and spoken English.
- Evidence of Continual Professional Development
Experience
Essential
- Minimum of 3 years NHS admin experience
- Proven Management experience in the NHS
- Excellent communication & Interpersonal skills within multidisciplinary team
- Ability to work to deadlines with proven time management skills
- Experience of Patient Databases
- Experience of recruitment and retention
- Experience of providing PA support at a senior level
- Experience of the management of targets and performance
Knowledge and Skills
Essential
- Proven supervisory skills
- Microsoft Office user
- Evidence of customer care skills
- Training skills and experience
- Analytical and problem solving ability
- Knowledge of current Human Resources policies and Trust initiatives
- Advanced knowledge and skills in the use of social media for marketing and publicity purposes (e.g. twitter, Facebook, etc.)
- Supervisory/management training
- Specialist knowledge of NHS IT systems
Personal Characteristics
Essential
- Ability to work autonomously and make decisions
- Evidence of excellent organisational skills
- Self-motivated
- Reliable, flexible & adaptable
- Ability to use initiative
- Creative & innovative
- Ability to stay calm and focused
Person Specification
Education/ Qualification/ Training
Essential
- Good standard of written and spoken English.
- Evidence of Continual Professional Development
Experience
Essential
- Minimum of 3 years NHS admin experience
- Proven Management experience in the NHS
- Excellent communication & Interpersonal skills within multidisciplinary team
- Ability to work to deadlines with proven time management skills
- Experience of Patient Databases
- Experience of recruitment and retention
- Experience of providing PA support at a senior level
- Experience of the management of targets and performance
Knowledge and Skills
Essential
- Proven supervisory skills
- Microsoft Office user
- Evidence of customer care skills
- Training skills and experience
- Analytical and problem solving ability
- Knowledge of current Human Resources policies and Trust initiatives
- Advanced knowledge and skills in the use of social media for marketing and publicity purposes (e.g. twitter, Facebook, etc.)
- Supervisory/management training
- Specialist knowledge of NHS IT systems
Personal Characteristics
Essential
- Ability to work autonomously and make decisions
- Evidence of excellent organisational skills
- Self-motivated
- Reliable, flexible & adaptable
- Ability to use initiative
- Creative & innovative
- Ability to stay calm and focused
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Employer details
Employer name
East London NHS Foundation Trust
Address
Bedfordshire Talking Therapies,
Gilbert Hitchcock House, 21 Kimbolton Road
Bedford
MK40 2AW
Employer's website
https://www.elft.nhs.uk/ (Opens in a new tab)
