Job responsibilities
Location: Maidstone and Tunbridge wells
Reports to: Operations Manager
Working with: Patients, GPs, Suppliers, Clinical & Non-Clinical Colleagues, Radiologists, Patient Referral Centre, Host Trust, Head Office Support Functions
InHealth sees more than 3 million patients each year and diagnostic imaging is one of the busiest services that we provide. Our Administration Managers are a vital part of the InHealth team and they are responsible for ensuring our administrative teams provide the best customer service from initial telephone booking through to arrival at site.
As an Administration Manager you will work alongside clinical and non-clinical colleagues in our dynamic and fast-paced sites to ensure the function delivers a professional and patient-focused service. As an integral part of our administrative team, your skills will help us to deliver on our vision to make healthcare better.
What you will do:
Professionally manage and lead the administrative team to execute a broad range of tasks and functions, contributing to the delivery of a high-quality imaging service. Oversee the day to day operations of the administration department to ensure patient and customer focus is central to the commercial success of the business.
What you are responsible for:
Ensuring the service delivers the highest standard of patient care whilst meeting customers expectations
Managing the rota for the administration team, ensuring sufficient employee resource availability through effective planning
Understanding the administration tasks and processes in full, being prepared to step in and deputise in the role of patient administrator if required
Overseeing all day to day activity for the administration team, remaining knowledgeable and up to date on all InHealths processes and ensuring a strong understanding of the role of the people manager is maintained
Leading on and being actively involved in all recruitment required within the administration team, monitoring attrition rates and workforce planning for future recruitment drives
Designing and delivering structured induction and training programmes for all new administration team members, including a review of the companys policies and procedures
Ensuring the annual appraisal process is completed on time and incorporates a personal development plan for each team member that promotes growth and progression
Maintaining up-to-date training, appraisal and PDP records for team members
Job description
Engaging team members with the patient satisfaction results, financial activity and overall unit performance in conjunction with the Imaging Manager
Increasing employee engagement by regularly requesting feedback from team members, maintaining a positive team environment and improving retention
Developing immediate team members by providing coaching and mentorship
Compiling reports required by the Imaging Services Manager or Head of Ops
Participating in and leading audits, delegating tasks to the team as required
Ensuring that clinically validated appointments are booked appropriately and according to clinical priority on the appointments system
Facilitating efficient patient scheduling and throughput, leading to optimal use of scanning capacity
Ensuring all patients are invoiced promptly and accurately and that payment is taken on the day, recorded and banked promptly
Ensuring imaging data and reports are distributed to patients or referrers in line with clinical priority and contractual performance indicators
Maintaining stock control and being responsible for ensuring consumables and supplies are purchased as and when required
Overseeing the completion of month end administrative procedures
Ensuring due regard is given to the customs, values and spiritual beliefs of patients, making sure their views are sought and taken into account
Maintaining a clean and safe working environment
Complying with ISO standards in respect of information security management
Supporting escalated disciplinary and grievance concerns
Reporting all incidents and complaints in line with company policy
What people see in you:
A passionate and committed people manager who can motivate, encourage and communicate with colleagues at all levels to promote high results
A person who naturally instils confidence in everyone they work with
Someone with strong organisation and time management skills that can prioritise tasks and delegate appropriately
A skilled and confident communicator both written and verbal
Someone who can manage conflicting situations in a calm and efficient manner
You will:
Be skilled in a variety of administrative systems and processes
Be educated about health & safety, infection control and data protection
Be able to demonstrate an appreciation of patient care and confidentiality
Have a professional and cooperative attitude even when under pressure
Be flexible in your working patterns to fulfil clinical requirements and be willing to adjust these at short notice to accommodate unexpected changes
You have experience of:
Working at a similar level of management in a customer focused environment
Being involved in the recruitment and selection process
Training and developing direct reports to achieve professional development
General office finance procedures such as invoicing and taking payment
Using a wide range of Microsoft packages and other IT systems
