Job responsibilities
Job Purpose
This post will lead on administration processes across the TALKWORKS service. The post holder will sit in the TALKWORKS Central Team, and work closely with the Head of Service and other members of the Central Team. There is flexibility in where the post holder can be based, although travel to some meetings across Devon on a monthly basis will be required.
The role will lead on most aspects of service wide administration processes, working across TALKWORKS, and will in particular provide leadership to the cohort of Band 4 Business Administrators working in each TALKWORKS team. This will ensure that high quality administration standards are met, that office functions and systems are effective and provide performance information that is available and accurate. They will Chair, attend and participate in meetings, including taking minutes, compile and prepare agendas and supporting papers.
The post holder will have the ability to communicate effectively with a range of people including Clinical Team Leads, Therapists and people using the service. This will require a good telephone manner and customer service skills.
The post-holder will be a strong team player with excellent verbal and written communication skills. They will complete their work in a timely and efficient manner, be able to identify solutions and be willing to learn and progress their skills. They will be flexible and able to support the team when required and are able to multi-task in a demanding environment.
Duties and Responsibilities
Communication and Working Relationship Skills
Liaise with a wide range of stakeholders including
General Practitioners
Other Primary Care staff
Services Users and Carers
Health and Social Care teams
Third sector and voluntary agencies
Community groups and local authority provision
Other statutory agencies
Provide the Head of Service and other Senior Managers with up to date, relevant performance information in a timely manner. Information must be communicated clearly and considerately at all times both over the telephone and when face to face.
To attend and participate in meetings using motivational and good negotiation skills and to take minutes of meetings as required.
Set up and manage effective office management systems to support the service delivery.
Promote social inclusion regardless of age, ethnicity, gender, sexual orientation or disability Work to the Data Protection policy.
Analytical and Judgmental Skills
Interpret and apply accurate and timely information to managers and services in a format that is easily understood and relevant to the decision making process. This will involve the receipt of complex and sensitive information to analyse, interpret and present in an appropriate form.
Identify and correct the cause for data anomalies and validation errors that occur during the process of analysis
Deal independently with routine business matters in a professional, prompt and effective manner and use own initiative in the absence of members of the directorate management team to ensure that urgent matters are brought to the attention of the appropriate person.
Exercise significant levels of judgment and decision-making in dealing with complex enquiries and deal with difficult and abusive calls from, for example, complainants/people who use our services and carers. Make independent judgment as to what action needs to be taken.
Draft replies to correspondence on behalf of the management team, effectively, efficiently and in a timely manner, using initiative, discretion and sensitivity, upholding confidentiality where necessary.
Deal appropriately with confidential, commercial, contentious and urgent information, exercising good analytical skills and sound judgment.
Planning and Organisational Skills
Plan and produce monthly performance reports for the Directorate in a timely fashion.
Manage and facilitate site visits such as designation/CQC, acting as a liaison between visitors and the site, ensuring all necessary information/evidence is available.
Organise a range of events including directorate business meetings and conferences, grievance hearings, inquiries.
Compile and prepare agendas, and supporting papers.
Plan and prioritise diaries for the directorate team, reprioritising as necessary.
Timely completion of statutory documents on behalf of the management team.
Responsibility for Patient Client Care, Treatment and Therapy
Provide general, non-clinical advice, information and guidance to patients, relatives and carers. To communicate with patients in a courteous, professional and timely manner at all times.
Manage all day to day correspondence within the department initiating appropriate responses in order to provide those using the service, staff and other parties with required information in a friendly and professional manner.
To receive telephone calls and accept messages on behalf the team and take appropriate action where necessary.
To liaise with appropriate personnel in the multidisciplinary team to gather and co-ordinate information so that it is accessible in a timely manner.
To contact people as required or instructed.
Responsibility for Policy and Service Development Implementation
To co-ordinate and lead the service development of reporting systems and methodologies through analysis and interpretation of data to produce management information reports.
Oversee and provide assurance of data quality via regular reconciliation and audit processes.
Develop team specific report suites to provide timely information using automated techniques where possible.
Implement local and Trust policy and procedures.
Ensure Business Continuity Plans are in place.
Develop local administrative procedures.
Lead on review of administration services and changes to administrative policies/procedures.
Implements policies, proposes changes to policies and impact beyond own area. Responsible for implementing policies, government initiatives; develop policies with impact on clinical staff and other agencies e.g. risk management, health and safety.
Implements policies, proposes changes to policies and impact beyond own area. Responsible for implementing policies, government initiatives; develop policies with impact on clinical staff and other agencies e.g. risk management, health and safety.
Responsibility for Finance, Equipment and Other Resources
Authorise stationery orders and other necessary items for the team via the relevant procurement system.
To monitor and maintain use of supplies and ensure this is done efficiently and cost effectively in line with the needs of the service
Ensure procurement processes are effective and cost saving
Authorised signatory for time sheets, travel claims etc.
Budget setting for service: procurement of all supplies for service. Responsible for budget setting for practice: procurement of equipment and supplies.
- To monitor budget spend.
- To liaise with accountants regarding budgets.
- To escalate any concerns to the service manager.
- Manage all expenses administration.
- Manage stationary and ensure orders are completed.
- Manage the delegated transport budgets and monitor expenditure.
- Contract monitoring meetings attendance Health Roster and Transport.
- Oversee and process the services workflow via trust system Agresso
Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and
Management
Day to Day line management of assigned administrators including:
Monthly supervision
Annual appraisal
Provide immediate guidance and assistance in problem solving
Agree/monitor absences in regard to Annual leave, flexi time, sickness
Workload management
Recruitment
Act as mentor to new staff in the execution of their duties.
Responsibility for Information Resources and Administrative Duties
Manage access to relevant information from databases/spread sheets to support performance processes
Manage the production of balance scorecards, KPIs, performance reports and ad-hoc reports. Prepare and present reports and a range of complex information in a range of formats
Take, transcribe and distribute formal minutes
Ensure that appropriate systems are developed and maintained to prompt bring forward information or follow-up that is required for appointments, meetings and projects etc. and for outstanding work that has been requested by a certain deadline.
Provide an effective business support service to include; audio/copy typing correspondence, documents, reports, minutes, presentations, flyers, hand-outs
Completion of statutory documents on behalf of the management team
Create, maintain and develop information databases/spread sheets producing queries, reports and macros.
Prepare and present a range of complex information, in a range of formats (e.g. graphs, charts audio/copy typing correspondence, documents, reports, minutes, presentations, flyers, handouts etc.
Take, transcribe and distribute formal minutes.
The post holder will be able to design, develop, maintain, document and test new databases and reporting systems in line with management requirements
Freedom to Act
Responsible for managing own workload and to work independently or as part of a team.
Work is managed, not supervised.
Broad occupational policies. Lead for non-clinical business/administration; manages non-clinical aspects of practice
Be an Electronic Patient Records Champion
Take responsibility for ensuring a process is in place to open and close the buildings
Any other duties deemed appropriate by the service manager.
