SPA and Specialist Service Admin Support Supervisor - Surrey Downs H&C
| Posting date: | 09 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £26,405 - £28,976 Per Annum inc Fringe HCAS |
| Hours: | Full time |
| Closing date: | 09 May 2024 |
| Location: | Epsom, KT17 4QJ |
| Company: | Epsom and St Helier University Hospitals NHS Trust |
| Job type: | Permanent |
| Job reference: | 6177964/343-SDHC-6177964 |
Summary
A Vacancy at Surrey Downs Health and Care.
Surrey Downs Health & Care
To provide a high level of administrative support to all clinical services across Surrey Downs Health and Care (SDH&C) Community Services through managing all Referral and Administration related work. This will include liaising with clinicians, clients, referring parties and other administrative or partner organisation staff. Lead by example in ensuring a patient focused service by responding to all queries in a timely and professional manner.
Participate in the recruitment and line manage a team of administrators who are responsible for delivering a high quality efficient administration service to support the smooth running of a large and diverse range of clinical services working from a variety of sites within the business unit.
Work closely with and deliver a wide range of high quality efficient administration services to clinical leads and Operational managers, team leaders and clinicians for a specified range of services.
Contribute to the continual review & evaluation of all administrative systems and procedures and associated policies in order that improvements and developments can be made.
Support the organisation in achieving the vision of excellence in everything we do by promoting equal opportunities, fairness, equity and inclusion through best practice working, monitoring, training and evaluation.
We have an exciting opportunity for at Band 4 Supervisor role to work across various SDHC Clinic sites providing a pivotal role between SPA and Specialist Services Administration Teams.
The Administration teams play a crucial role for referral entry points to Surrey Downs Health and Care.
The role of the Supervisor is to ensure that between SPA and Clinic Administration teams we provide a seamless and continuous service from ensuring the referrals are processed safely and efficiently, to clinic appointments being booked in a timely manner in line with our KPI targets, welcoming patients into various SDHC Sites across Surrey, who receive treatment and guiding our administration teams to provide effective caseload management for Specialist Services in an Outpatient Department setting. This is in line with our plans for collaboration and integration bringing Community closer to home, the administration services continue on their journey to deliver safe and effective care, we will continue to work on further transformation and collaboration that we need to make happen over the next few years in line with our system partners.
SPA operates 8am to 8pm seven days a week on a rota system and you may be expected to work some weekends and bank holidays as the service demands.
Equally, you will be a strong leader, having experience of data systems, IT systems and be experienced at service transformation and taking the team with you.
Surrey Downs Health and Care (SDHC) deliver care closer to people’s own communities through our Primary Care Networks and our innovative partnership of local NHS organisations.
Surrey Downs Health and Care has a track record of providing person centric care that goes beyond organisational boundaries to do what is best for the individual. This partnership includes:
• The three GP federations representing practices that operate in the Surrey Downs area
• CSH Surrey
• Epsom and St Helier University Hospitals NHS Trust
• Surrey Council County
We collectively aspire to be an exemplar of how to deliver the highest quality and best value care in a complex health and care environment.
1. Support the business unit in the delivery of services across the business unit and in developing standardised administration processes.
2. Support Managers in ensuring high quality customer service and key performance indicators are met.
3. Participate in the development and up-dating of standard operating procedures (SOP’s) for all administrative processes.
4. To plan, co-ordinate and manage the workflow within the wider administration team in collaboration with other senior administrators and the Clinical Manager/Operations Manager. Acting as the line manager of a designated group of administrators, monitoring delivery of the workflow, allocating and checking work to ensure an efficient and effective admin service is provided to all clinicians and clinical team managers in a timely manner. Allocating and re-allocating tasks on a daily basis as required as organisational priorities change.
5. Contribute to the process of rota planning and flexible working within the team to ensure that work flow is managed between different tasks on all sites and that reception areas are covered at all times
6. Ensure that all public and professional enquiries are dealt with by the administrative team in an efficient, polite and confidential manner and/or passed onto the relevant member of staff for action.
7. Participate in the communication and information cascade to administrators within the business unit via team meetings and other communications methods. And to maintain good communications with clinicians and managers in relation to the administration and customer services provided by the team.
8. Responsible for the formal supervision and performance management reviews of a delegated group of administrators from within the business unit, identifying training and skills development needs to feed the training plan, to ensure that individuals within the admin team have the knowledge and skills required to perform and deliver their specified job tasks.
9. Evaluate, monitor and support the development of skills within the administrative team to enable the full range of tasks to be completed as required. Providing advice and guidance as appropriate and alerting the Clinical Manager/ Operational Manager to any additional support or action required, to achieve the skills gain required.
10. To prioritise and take responsibility for own work load recognise and support colleagues who need guidance and assistance.
11. Maintain securely the personnel records of administrators and clinical personnel on behalf of clinical managers, in accordance with the confidentiality policy and data protection act.
12. Maintain emergency contact details for emergency planning and safe working practices of peripatetic staff purposes.
13. To participate in the initial stages of performance management, grievance and discipline procedures, when appropriate.
Estates, Procurement, Medical Devices and Business Continuity
1. Support the clinical manager/operations manager in their role as premises manager for the sites within the business unit; undertaking delegated tasks to manage the shared site and resources smoothly and efficiently.
2. Ensure any non-clinical accident or incident involving admin personnel or a member of the public is reported in line with the SDH&C policy, completing documentation in the correct time frame. Alerting the Clinical / Operations Manager to any risks that need urgent attention.
3. Monitor the functioning of Patient management systems and communications technologies across the business unit and alert the Clinical/Operational Manager to any issues.
4. Work in partnership with the Procurement and Estates Senior Administrator to ensure that all purchasing and procurement is carried out in line with procurement policies and processes. Co-ordinating ordering on site to ensure minimum waste, best price and that the correct procedures have been adhered to.
5. Ensure that appropriate level of stationary, office supplies and clinical equipment and materials are available to meet administration and clinical team needs, and ensure that stocks are stored securely with effective stock monitoring is in place.
6. Ensure that all estates repairs are reported to in line with the estates procedure, alerting the NHS Property Services to any new works required or repairs not being delivered in a timely manner.
7. Undertake regular monitoring of accommodation in accordance with health and safety regulations, alerting the Clinical /Operations Manager to issues identified. Act as first point of contact for health and safety issues including fire duties, security and first aid.
8. Assist in the co-ordination, completion and reporting of audits of site based equipment, estate and services received, to support contract monitoring and quality standards under CQC and other regulations.
9. Co-ordinate and monitor the ordering, delivery, collection and stock taking of Equipment Store daily leaving equipment peripheral store, if located within the business unit.
10. Undertake actions on Medical Devices Agency safety notices or hazard warning notices as requested by the Clinical Manager/Operations Manager, Governance team administrator, or clinical manager.
11. Undertake any delegated role and support others to fulfil responsibilities as local fire officers to co-ordinate evacuation procedures, first aid procedures and health and safety procedures.
12. Support the clinical managers in the development of clinical service business continuity plans and in the development of site specific business continuity plans. Participate in the programme of review and complete any actions allocated.
13. Be aware of the emergency planning and business continuity policies and plans, and comply with the prescribed actions detailed within in the event of an emergency/significant event.
Support to Clinical Leads and Managers
1. Maintain a knowledge base of all services and activities delivered on the site/business unit.
2. Have a detailed knowledge of a specific range of services across SDH&C.
3. Provide efficient and effective administrative and secretarial services specific to designated clinical managers and team leaders located within the business unit, acting as a specialist administrative resource in the co-ordination and delivery of tasks and reporting to support their clinical services.
4. Maintain awareness of terms of agreed contracts and service levels and bring to the attention of Manager and/or relevant clinical manager, as appropriate, any issues or concerns.
5. Arrange meetings on behalf of clinical teams and managers. Compile agendas and attend as required to take minutes and distribute accordingly.
6. Monitor and guide practice to ensure that all clinical statistical data is collated and entered into the correct reporting system for all services to ensure accurate and efficient monthly reporting of Key Performance Indicators. Alerting any failure by individuals or teams to achieve compliance to clinical manager, as appropriate.
7. Provide, collate, review & investigate where relevant statistical and audit information as requested by team leaders and clinical managers.
8. To act as IT Champion to administrators, clinicians and managers to promote the development of IT based processes and extend the use of IT systems to create efficiencies.
9. Act as the central co-ordinator of clinical service specific business essential processes and tasks; delegating tasks to admin team members to develop expertise and ensure efficient delivery, i.e. clinical rota’s, internal training events, monthly/quarterly invoicing, weekly/monthly KPI reporting, equipment stores stock control, Specials Panel and Board meeting administration, specialist clinical equipment/supplies ordering for patients using specialist contracts and their software, general clinical materials ordering and stock control.
10. Undertake the more complex/confidential tasks to be delivered including the development of reports, documents, graphs, data collection/spreadsheets, carrying out regular audits & analysis of the information. Delegating actions in the process to others but remaining responsible for the delivery of the whole task.
11. Participate in the planning and implementation of new systems and processes which need to be introduced, reviewed or changed within the normal working practice of the designated clinical services. Making decisions from a range of options and being held accountable for decisions made.
12. Assist clinical managers and team leaders in planning how to absorb any new business essential tasks with an administrative element into the daily operations, sharing actions and responsibilities as appropriate.
13. Support managers and clinical teams in the elimination of waste activities and planning service redesign to create efficiencies through workout and local capacity improvement initiatives.
14. In partnership with clinical managers create and implement a standardised process for record keeping, filing and data maintenance ensuring records are stored appropriately and electronically where possible, to comply with the information governance policy and to support the development of paper-light systems. Planning and managing the annual archiving process for clinical records.
15. To support the clinical managers and clinical teams in maintaining evidence for the continued compliance to the Care Quality Commission standards and associated regulations
This advert closes on Tuesday 23 Apr 2024
Surrey Downs Health & Care
To provide a high level of administrative support to all clinical services across Surrey Downs Health and Care (SDH&C) Community Services through managing all Referral and Administration related work. This will include liaising with clinicians, clients, referring parties and other administrative or partner organisation staff. Lead by example in ensuring a patient focused service by responding to all queries in a timely and professional manner.
Participate in the recruitment and line manage a team of administrators who are responsible for delivering a high quality efficient administration service to support the smooth running of a large and diverse range of clinical services working from a variety of sites within the business unit.
Work closely with and deliver a wide range of high quality efficient administration services to clinical leads and Operational managers, team leaders and clinicians for a specified range of services.
Contribute to the continual review & evaluation of all administrative systems and procedures and associated policies in order that improvements and developments can be made.
Support the organisation in achieving the vision of excellence in everything we do by promoting equal opportunities, fairness, equity and inclusion through best practice working, monitoring, training and evaluation.
We have an exciting opportunity for at Band 4 Supervisor role to work across various SDHC Clinic sites providing a pivotal role between SPA and Specialist Services Administration Teams.
The Administration teams play a crucial role for referral entry points to Surrey Downs Health and Care.
The role of the Supervisor is to ensure that between SPA and Clinic Administration teams we provide a seamless and continuous service from ensuring the referrals are processed safely and efficiently, to clinic appointments being booked in a timely manner in line with our KPI targets, welcoming patients into various SDHC Sites across Surrey, who receive treatment and guiding our administration teams to provide effective caseload management for Specialist Services in an Outpatient Department setting. This is in line with our plans for collaboration and integration bringing Community closer to home, the administration services continue on their journey to deliver safe and effective care, we will continue to work on further transformation and collaboration that we need to make happen over the next few years in line with our system partners.
SPA operates 8am to 8pm seven days a week on a rota system and you may be expected to work some weekends and bank holidays as the service demands.
Equally, you will be a strong leader, having experience of data systems, IT systems and be experienced at service transformation and taking the team with you.
Surrey Downs Health and Care (SDHC) deliver care closer to people’s own communities through our Primary Care Networks and our innovative partnership of local NHS organisations.
Surrey Downs Health and Care has a track record of providing person centric care that goes beyond organisational boundaries to do what is best for the individual. This partnership includes:
• The three GP federations representing practices that operate in the Surrey Downs area
• CSH Surrey
• Epsom and St Helier University Hospitals NHS Trust
• Surrey Council County
We collectively aspire to be an exemplar of how to deliver the highest quality and best value care in a complex health and care environment.
1. Support the business unit in the delivery of services across the business unit and in developing standardised administration processes.
2. Support Managers in ensuring high quality customer service and key performance indicators are met.
3. Participate in the development and up-dating of standard operating procedures (SOP’s) for all administrative processes.
4. To plan, co-ordinate and manage the workflow within the wider administration team in collaboration with other senior administrators and the Clinical Manager/Operations Manager. Acting as the line manager of a designated group of administrators, monitoring delivery of the workflow, allocating and checking work to ensure an efficient and effective admin service is provided to all clinicians and clinical team managers in a timely manner. Allocating and re-allocating tasks on a daily basis as required as organisational priorities change.
5. Contribute to the process of rota planning and flexible working within the team to ensure that work flow is managed between different tasks on all sites and that reception areas are covered at all times
6. Ensure that all public and professional enquiries are dealt with by the administrative team in an efficient, polite and confidential manner and/or passed onto the relevant member of staff for action.
7. Participate in the communication and information cascade to administrators within the business unit via team meetings and other communications methods. And to maintain good communications with clinicians and managers in relation to the administration and customer services provided by the team.
8. Responsible for the formal supervision and performance management reviews of a delegated group of administrators from within the business unit, identifying training and skills development needs to feed the training plan, to ensure that individuals within the admin team have the knowledge and skills required to perform and deliver their specified job tasks.
9. Evaluate, monitor and support the development of skills within the administrative team to enable the full range of tasks to be completed as required. Providing advice and guidance as appropriate and alerting the Clinical Manager/ Operational Manager to any additional support or action required, to achieve the skills gain required.
10. To prioritise and take responsibility for own work load recognise and support colleagues who need guidance and assistance.
11. Maintain securely the personnel records of administrators and clinical personnel on behalf of clinical managers, in accordance with the confidentiality policy and data protection act.
12. Maintain emergency contact details for emergency planning and safe working practices of peripatetic staff purposes.
13. To participate in the initial stages of performance management, grievance and discipline procedures, when appropriate.
Estates, Procurement, Medical Devices and Business Continuity
1. Support the clinical manager/operations manager in their role as premises manager for the sites within the business unit; undertaking delegated tasks to manage the shared site and resources smoothly and efficiently.
2. Ensure any non-clinical accident or incident involving admin personnel or a member of the public is reported in line with the SDH&C policy, completing documentation in the correct time frame. Alerting the Clinical / Operations Manager to any risks that need urgent attention.
3. Monitor the functioning of Patient management systems and communications technologies across the business unit and alert the Clinical/Operational Manager to any issues.
4. Work in partnership with the Procurement and Estates Senior Administrator to ensure that all purchasing and procurement is carried out in line with procurement policies and processes. Co-ordinating ordering on site to ensure minimum waste, best price and that the correct procedures have been adhered to.
5. Ensure that appropriate level of stationary, office supplies and clinical equipment and materials are available to meet administration and clinical team needs, and ensure that stocks are stored securely with effective stock monitoring is in place.
6. Ensure that all estates repairs are reported to in line with the estates procedure, alerting the NHS Property Services to any new works required or repairs not being delivered in a timely manner.
7. Undertake regular monitoring of accommodation in accordance with health and safety regulations, alerting the Clinical /Operations Manager to issues identified. Act as first point of contact for health and safety issues including fire duties, security and first aid.
8. Assist in the co-ordination, completion and reporting of audits of site based equipment, estate and services received, to support contract monitoring and quality standards under CQC and other regulations.
9. Co-ordinate and monitor the ordering, delivery, collection and stock taking of Equipment Store daily leaving equipment peripheral store, if located within the business unit.
10. Undertake actions on Medical Devices Agency safety notices or hazard warning notices as requested by the Clinical Manager/Operations Manager, Governance team administrator, or clinical manager.
11. Undertake any delegated role and support others to fulfil responsibilities as local fire officers to co-ordinate evacuation procedures, first aid procedures and health and safety procedures.
12. Support the clinical managers in the development of clinical service business continuity plans and in the development of site specific business continuity plans. Participate in the programme of review and complete any actions allocated.
13. Be aware of the emergency planning and business continuity policies and plans, and comply with the prescribed actions detailed within in the event of an emergency/significant event.
Support to Clinical Leads and Managers
1. Maintain a knowledge base of all services and activities delivered on the site/business unit.
2. Have a detailed knowledge of a specific range of services across SDH&C.
3. Provide efficient and effective administrative and secretarial services specific to designated clinical managers and team leaders located within the business unit, acting as a specialist administrative resource in the co-ordination and delivery of tasks and reporting to support their clinical services.
4. Maintain awareness of terms of agreed contracts and service levels and bring to the attention of Manager and/or relevant clinical manager, as appropriate, any issues or concerns.
5. Arrange meetings on behalf of clinical teams and managers. Compile agendas and attend as required to take minutes and distribute accordingly.
6. Monitor and guide practice to ensure that all clinical statistical data is collated and entered into the correct reporting system for all services to ensure accurate and efficient monthly reporting of Key Performance Indicators. Alerting any failure by individuals or teams to achieve compliance to clinical manager, as appropriate.
7. Provide, collate, review & investigate where relevant statistical and audit information as requested by team leaders and clinical managers.
8. To act as IT Champion to administrators, clinicians and managers to promote the development of IT based processes and extend the use of IT systems to create efficiencies.
9. Act as the central co-ordinator of clinical service specific business essential processes and tasks; delegating tasks to admin team members to develop expertise and ensure efficient delivery, i.e. clinical rota’s, internal training events, monthly/quarterly invoicing, weekly/monthly KPI reporting, equipment stores stock control, Specials Panel and Board meeting administration, specialist clinical equipment/supplies ordering for patients using specialist contracts and their software, general clinical materials ordering and stock control.
10. Undertake the more complex/confidential tasks to be delivered including the development of reports, documents, graphs, data collection/spreadsheets, carrying out regular audits & analysis of the information. Delegating actions in the process to others but remaining responsible for the delivery of the whole task.
11. Participate in the planning and implementation of new systems and processes which need to be introduced, reviewed or changed within the normal working practice of the designated clinical services. Making decisions from a range of options and being held accountable for decisions made.
12. Assist clinical managers and team leaders in planning how to absorb any new business essential tasks with an administrative element into the daily operations, sharing actions and responsibilities as appropriate.
13. Support managers and clinical teams in the elimination of waste activities and planning service redesign to create efficiencies through workout and local capacity improvement initiatives.
14. In partnership with clinical managers create and implement a standardised process for record keeping, filing and data maintenance ensuring records are stored appropriately and electronically where possible, to comply with the information governance policy and to support the development of paper-light systems. Planning and managing the annual archiving process for clinical records.
15. To support the clinical managers and clinical teams in maintaining evidence for the continued compliance to the Care Quality Commission standards and associated regulations
This advert closes on Tuesday 23 Apr 2024