Job summary
This is a full time, permanent position based at The Holden Centre, Barrowford. Our office opening hours are Monday - Friday between 8 am - 6 pm. We have 2 shift patterns which are 8 am - 4 pm and 10 am - 6 pm. The post holder will be expected to work a combination of both shifts. There is a reduced admin service on Saturdays 9am - 12pm.
The successful applicant will be responsible for ensuring delivery of a highly effective and efficient administrative service for the referral management and booking processes for the Community Integrated Therapy team, Paediatric Physiotherapy and Pelvic, Obstetric and Gynaeocology Physiotherapy service. They will work in collaboration with the Senior Leadership team and the Patient Administrative Services Manager.
They will have in-depth knowledge of the EMIS system, managing our referral management and booking processes in line with the KPI and a sound working knowledge of Microsoft 365 is essential.
They will be responsible for HR processes in the team in line with our Trust policies and procedures.
The post holder will have highly developed leadership, mentoring and coaching skills and the ability to develop and mentor their team. They will have excellent communication and interpersonal skills and will be able to work under pressure and meet deadlines.
The ability to work flexibly across ELHT NHS locations is essential.
Main duties of the job
The applicant will hold qualifications in GCSE Grade C/Level 4 or equivalent in Mathematics and English Language. ECDL, Leadership/management qualification and NVQ Level 4 is desirable.
- Experience of referral management and booking
- Ability to produce patient pathways in line with our standard operating procedures
- Experience of staff management, including training, development and performance management
- Experience of report writing and presentations including user guides
- Experience of Office 365/MS Teams
- Experience of HR policies and procedures
- Experience of effective change management in a similar role
- Able to work to competing agendas and deliver against tight deadlines
- Able to work independently and in a team
About us
Established in 2003 East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute secondary healthcare for the people of East Lancashire and Blackburn with Darwen.
Our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 700,000 patients a year from the most serious of emergencies to planned operations and procedures. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work and achievements.
The Therapies Directorate is focused on delivering safe, personal and effective care to our patients and population, and there is an ethos of continuous improvement within all services. We have a large programme of work ongoing, and this role will be key to the development, co-ordination and implementation of all patient-facing administrative processes, delivering high quality, safe and effective patient care.
Job description
Job responsibilities
Responsible for the day-to-day line management of a team of administrative staff including supervision of staff in line with the Trust Policy ensuring business continuity at all times.
Working with Trust policies and procedures, the post holder will be responsible for recruitment, retention, appraisals, training & development, sickness absence and performance management and assist in the implementation of the Trusts Resolution Policy.
Responsible for maintaining the Trust attendance system E-roster for their own team, ensuring accurate information is recorded timely and in line with the standard operating procedures.
Responsible for monitoring quality and performance of both staff and processes in conjunction with the Team Administrators.
Be committed to continuous improvement of the service, taking responsibility for increased quality of the service and improved patient/carer, service user experience.
Responsible for monitoring call logs, which includes interrogating data reports to plan capacity to ensure continuous cover in office hours to manage telephone demand during the busiest periods.
Prioritise workload each day to ensure the administrative services team runs efficiently and effectively. Use initiative and motivate colleagues to ensure targets are met.
Ensure all patients are allocated appointments within specified timescales as directed at triage and in line with service protocols and procedures. Raise concerns and issues to ensure rapid resolution.
Be aware of current waiting times and liaise with Therapies Data Systems & Information Officer when capacity issues arise to gather initial information, in conjunction with the Team Administrators, to inform decision making and recovery planning.
Responsible for supporting the development of procedures/protocols across all service areas, updating department procedures and ensuring all information is communicated to the relevant members of staff.
Responsible for the delivery and ongoing audit of all administrative processes and protocols in line with Directorate and service level requirements.
Accurately compose and prepare reports, presentations, letters and other correspondence to support performance reporting to key Directorate meetings.
Manage complaints including handling of information which may be sensitive and/or of a contentious nature, maintaining confidentiality.
Input data and produce reports from the computerised personnel system (E-roster/ESR) to ensure up-to-date recording of all staff data within the service.
Respond to telephone and email enquiries, contact with members of the public and staff of all disciplines with tact, sensitivity and confidentiality at all times, being aware of the Data Protection Act, Caldicott and Freedom of Information policies.
Oversee the request for patients notes ensuing information provided in a timely manner, as per Trust Policy.
Job description
Job responsibilities
Responsible for the day-to-day line management of a team of administrative staff including supervision of staff in line with the Trust Policy ensuring business continuity at all times.
Working with Trust policies and procedures, the post holder will be responsible for recruitment, retention, appraisals, training & development, sickness absence and performance management and assist in the implementation of the Trusts Resolution Policy.
Responsible for maintaining the Trust attendance system E-roster for their own team, ensuring accurate information is recorded timely and in line with the standard operating procedures.
Responsible for monitoring quality and performance of both staff and processes in conjunction with the Team Administrators.
Be committed to continuous improvement of the service, taking responsibility for increased quality of the service and improved patient/carer, service user experience.
Responsible for monitoring call logs, which includes interrogating data reports to plan capacity to ensure continuous cover in office hours to manage telephone demand during the busiest periods.
Prioritise workload each day to ensure the administrative services team runs efficiently and effectively. Use initiative and motivate colleagues to ensure targets are met.
Ensure all patients are allocated appointments within specified timescales as directed at triage and in line with service protocols and procedures. Raise concerns and issues to ensure rapid resolution.
Be aware of current waiting times and liaise with Therapies Data Systems & Information Officer when capacity issues arise to gather initial information, in conjunction with the Team Administrators, to inform decision making and recovery planning.
Responsible for supporting the development of procedures/protocols across all service areas, updating department procedures and ensuring all information is communicated to the relevant members of staff.
Responsible for the delivery and ongoing audit of all administrative processes and protocols in line with Directorate and service level requirements.
Accurately compose and prepare reports, presentations, letters and other correspondence to support performance reporting to key Directorate meetings.
Manage complaints including handling of information which may be sensitive and/or of a contentious nature, maintaining confidentiality.
Input data and produce reports from the computerised personnel system (E-roster/ESR) to ensure up-to-date recording of all staff data within the service.
Respond to telephone and email enquiries, contact with members of the public and staff of all disciplines with tact, sensitivity and confidentiality at all times, being aware of the Data Protection Act, Caldicott and Freedom of Information policies.
Oversee the request for patients notes ensuing information provided in a timely manner, as per Trust Policy.
Person Specification
Qualifications
Essential
- GCSE English and Maths and Grade 4 / C or above
- ECDL or equivalent IT Skills
Desirable
Experience
Essential
- Experience in a similar role with in depth knowledge of patient related administrative systems and processes
- Experience of appointment booking systems e.g. EMIS, PtC, CRIS, etc.
- Experience of team leadership
- Experience of working with the general public
Desirable
- Experience of staff management, including training and development, Appraisals, carrying out 1:1's
Physical Requirement
Essential
- Proven ability to work under pressure and meet tight deadlines
- Ability to travel across all ELHT sites
- Ability to work flexibly to the needs of the organisation
Knowledge
Essential
- Working knowledge of Microsoft 365
- Able to produce professional documentation
- High level of organisational skills with the ability to work autonomously and mange the allocation of work to others
Desirable
- Track record of achievement
Person Specification
Qualifications
Essential
- GCSE English and Maths and Grade 4 / C or above
- ECDL or equivalent IT Skills
Desirable
Experience
Essential
- Experience in a similar role with in depth knowledge of patient related administrative systems and processes
- Experience of appointment booking systems e.g. EMIS, PtC, CRIS, etc.
- Experience of team leadership
- Experience of working with the general public
Desirable
- Experience of staff management, including training and development, Appraisals, carrying out 1:1's
Physical Requirement
Essential
- Proven ability to work under pressure and meet tight deadlines
- Ability to travel across all ELHT sites
- Ability to work flexibly to the needs of the organisation
Knowledge
Essential
- Working knowledge of Microsoft 365
- Able to produce professional documentation
- High level of organisational skills with the ability to work autonomously and mange the allocation of work to others
Desirable
- Track record of achievement
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).
