Band 5 Referral Management Centre Senior Team Leader

Job description

Job responsibilities

• To have day to day management responsibility for the operation of the Referral Management Centre ensuring the smooth running of the team and ensuring that operational standards are maintained. To work on own initiative managing the complexities of integrating multiple services in to the system which will require analysis of service specific referral process and operational plans, making suggestions for improvements and implementing changes.

To analyse and validate relevant data in order to provide accurate and detailed reports to the Management and Corporate Teams as necessary e.g. to support KPI submission for Constituent Services.

To undertake day-to-day line management for RMC Team Leaders and a team of RMC Agents.

To take overall management for staff deployments / rotas, ensuring that there is adequate cover and skill mix to meet the demands of the service. Addressing any training or development needs with team members.

Provide advice support and guidance to team members and act as a point of escalation for complex queries.

Working with the Recruitment department to support all recruitment activity across the team.

Day-to day management of Team budgets.

To ensure choice discussions are held with patients in accordance with local and national commissioning intentions.

To be responsible for the handling of any complaints relating to the RMC, investigating complaints with team and seeking resolution with service users often where there are barriers to understanding. Addressing any learning, performance or disciplinary matters as appropriate.

To continuously monitor and implement service development using transformational tools, change models and techniques

To ensure implementation and adherence to Trust Policies within the RMC and to develop local Standard Operating Procedures.

To be responsible for management of the ARC telephony system and generate relevant reports. Demonstrate a good understanding of IT systems.

To transcribe formal minutes and reports, for example as part of Divisional panel note-taker rota, investigations, complaint meetings.

To ensure that sufficient staffing levels are maintained to meet variations in demand.

To lead and empower all members of their team to perform to high standards and to innovate.

Ensure supportive staff management arrangements are in place and to carry out personal development reviews for direct reports. Ensure all staff in your team/s have annual PDRs resulting in specific objectives and effective personal development plans in line with the Knowledge and Skills Outline Framework

Develop staff knowledge and skills to promote equality and diversity and address inequalities both in employment and service delivery. Ensure specific equality objective is included in PDRs

Develop a culture that ensure that the standards of Improving Working Lives and Investors in People are achieved and maintained for all staff and that staffs perception about their working lives are measured and improvements made

To undertake other duties commensurate with this grade of post in agreement with the relevant line manager

To minimise the Trusts environmental impact wherever possible, including recycling, switching off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste by minimising printing/copying and reducing water usage, reporting faults and heating/cooling concerns promptly and minimising travel. Where the role includes the ordering and use of supplies or equipment the post holder will consider the environmental impact of purchases

Responsible for undertaking appraisal of identified staff, including identifying the learning and development needs of individuals in line with the Knowledge and Skills Outline Framework.

Responsible for leading in training and development of identified staff.

Person Specification

Qualifications/Training

Essential

• Management qualification - Education to A level or equivalent standard
• Evidence of continuous personal development

Experience

Essential

• Significant experience of managing a Team of Administrative Support Staff
• Extensive experience of use of Electronic
• Administration Systems Experience of Budgetary Management

Desirable

• Experience of staff management of shift work

Skills/knowledge

Essential

• Knowledge of staff management and supervision procedures
• Familiar with working within operational guidelines & procedures
• Able to prioritise own and team's workload
• Knowledge of IT & Telecommunications Systems
• Ability to type with speed and accuracy (for formal minutes / data entry)
• Competent in analysis of data & preparing related reports

Personal qualities

Essential

• Able to lead a team by example
• Able to communicate with staff and patients at all levels on complex or difficult situations
• Ability to manage stressful situations and/or challenging conversations
• Ability to manage change
• Ability to work to tight deadlines
• Ability to manage time and duties 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.

Certificate of Sponsorship

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).

Employer details

Employer name

Birmingham Community Healthcare NHS FT

Address

1 Priestley Wharf

Holt Street

Birmingham

B7 4BN

Employer's website

https://www.bhamcommunity.nhs.uk/ (Opens in a new tab)