Job summary
An exciting opportunity has arisen for an enthusiastic individual to take on the role of Office Manager based at Heartlands Hospital.
The post holder will be required to line manage a group of Medical Secretaries across Heartlands, Solihull and Good Hope Hospitals monitoring compliance of appraisals and ensure mandatory training is up to date. You will also be required to provide secretarial support to the team.
You will work closely with the Operational Team to continuously monitor internal & external targets and standards relating to data quality and performance. You will also be required to support and encourage a culture of continuous improvement throughout the Secretarial team.
The post holder will be required to undertake a significant amount of HR work and so experience of line managing a large group of staff is essential. You will be required to manage and monitor sickness absence, referring staff to Occupational Health and undertaking sickness absence and well-being meetings up to and including stage 3. In addition, you will be required to undertake recruitment and selection, managing rotas, approving annual leave and dealing with any day to day staffing queries as they arise.
The role is busy and at times can be challenging, so we are looking for a well organised individual who has significant experience in staff management.
Main duties of the job
To ensure the workload is planned and carried out efficiently, on time, and in accordance with all policies, protocols and guidelines
To line manage the administration staff; plan and organise staff rotas, annual leave and recruitment of administration staff ensuring appropriate resourcing levels are maintained.
To hold regular team meetings, conduct regular 1:1s, participate in administrative team meetings, service development meetings, senior management team meetings and any other relevant meetings across sites as required
To generate and update statistical and management reports as and when required
To prioritise the demands of the team, managing frequent disruptions and conflicting priorities
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
Job responsibilities
1. To plan the day-to-day workload and to ensure the workload is carried out efficiently within the required timescales, dependant on the ever-changing needs of the service
2. To plan and organise staff rotas and annual leave
3. To actively participate at Senior Management Team meetings and be part of strategic and organisation plans in order to deliver services within recognised frameworks to ensure a fully coordinated and supportive administrative team for the service/department
4. To adhere to standards for record keeping, maintaining accurate records of interventions and activities
5. To be responsible for maintaining an effective filing system for all departmental paperwork and electronic records and delegation for filing within the team
6. To lead on the team's administrative systems and processes and implement improvements to the service on an on-going basis
7. To hold regular team meetings, conduct regular 1:1s, participate in administrative team meetings, service development meetings, and any other relevant meetings across sites as required
8. To maintain confidentiality and manage information sensitively, demonstrate discretion and respect when communicating with patients, colleagues and others
9. To deal with complex information and ensure team members are aware of any issues
10. To be responsible for ensuring that the department is resourced appropriately at all times
11. To identify training and development needs of the administration team
12. To line manager the administration team including sickness absence, appraisals etc
13. Knowledge and use of various Microsoft Office Software programmes including Outlook, Word, PowerPoint, Excel, Access (database) to produce letters, presentations and other relevant correspondence
14. To assist with the collection and provision of statistical data as required
15. Receiving and dealing with telephone enquiries as appropriate
16. Co-operate in the introduction of new technology and new working practices to ensure the smooth running of the department
17. To implement and maintain excellent standards of practice and regularly evaluate these
18. To ensure protocols and guidelines are developed and adhered to
19. To ensure staff have access and are aware of Trust policies
20. To generate and update statistical and management information including reports as and when required
21. To be able to identify risks within the department and escalate as appropriate
22. To prioritise the demands of the team, managing frequent disruptions and conflicting priorities
23. To maintain a professional and confidential approach to work at all times
24. To analyse and promptly respond to problems or queries as required
Communication:
25. In a courteous and professional manner, respond positively and promptly to enquires and incoming calls. Deal with routine enquiries relating to administration activities. Take the appropriate course of action and where necessary, liaising with others as appropriate
26. Act with discretion at all times to take and record accurate messages, redirecting queries where suitable
27. Provide effective communication and problem solving both face to face and via telephone
28. Responsible for dealing with highly complex matters which may be highly emotional and highly distressing which may require persuasive, motivational or reassurance skills
29. Liaise with members of the public as required regarding complaints, using tact, sympathy and diplomacy to obtain relevant information and ensure that this is passed accurately and immediately to the appropriate person/department
30. Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation,, aggressive or demanding behaviour
31. Attend departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
Analytical and Judgemental Skills / Freedom to Act:
32. Ability to make decisions and take actions relating to enquiries/complaints etc.
33. Ability to recognise situations that should be escalated to the appropriate persons
34. Ability to take prompt and appropriate action when dealing with all matters exercising initiative and autonomous judgement which may be highly complex multi stranded situation
Planning and Organisational Skills:
35. Prioritise own workload and the workload for the administration team ensuring the provision of an efficient administration service
36. To ensure protocols and guidelines are developed and adhered to
37. Arrange conferences, training including venues and hospitality as required
Policy and Service Responsibilities:
38. Work collaboratively as part of the management team
39. Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct and ensure they are adhered to
40. Implement changes to working practices for own work area
41. To establish and continue improvement of office information systems and procedures to ensure an efficient and effective service
42. To be aware of technological advances and propose new ways of working in relation to service improvements
Responsibility for Financial and Physical Resources:
43. Have a personal duty of care for all equipment and resources used
44. Maintain stock control such as stationery, equipment and uniforms
45. To handle cheques, donations and patient property and forward them to the relevant department
46. Orders stock and stationery, authorised signatory for travel arrangements and meeting expenses
Responsibility for Staff:
47. Line manages the administration staff which includes secretaries, clerical and receptionist staff within the team
48. Responsible for the induction and training of all new members of staff
49. Demonstrate own activities to new / less experienced staff
50. Take a lead role in the recruitment of administration staff
Responsibility for Information:
51. Transcribe minutes of meetings, case conferences as required
52. To develop and maintain an efficient filing system
53. Prepare documentations such agendas, presentation, patient leaflets etc. using a range of IT software
54. Be responsible for confidentiality in line with Trust policy and procedures
55. Ensure data is accurately inputted using a variety of Trust IT systems in a timely way
56. Strictly adhere to Caldicott and the Data Protection Act
57. Ensure all information held is kept up to date
58. Be responsible for the quality of information Photocopy, scan and distribute documents as required
59. Shred and destroy confidential documentation in line with Trust policy
60. Provide information / produce reports as appropriate
61. Input staff information into the Electronic Staff Record (ESR) adhering to confidentiality and only accessing the information required to fulfil the role/task
Research and Development:
62. Undertake surveys and routine audits of own work as and when required
Person Specification
Qualifications
Essential
63. Degree in Business Administration or relevant subject or equivalent work experience and training
Desirable
64. * GCSE Maths and English
65. Qualifications in Administration
Experience
Essential
66. * Experience of dealing with the Public/Customer service experience
67. * Experience of working in an Administrative role with a proven track record of problem solving and managing a team of staff
68. * Experience of managing complex diaries using own judgement when dealing with conflicting appointments and priorities
69. * High proficiency of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook)
70. * Experience of working in a busy environment working independently and exercising judgment and decision making skills
Desirable
71. Experience of using IT systems
72. Experience of working in healthcare
Additional Criteria
Essential
73. * People management experience
74. * Excellent communication / customer care skills both written and verbal demonstrating sympathy and compassion
75. * Excellent keyboard / IT skills ensuring accuracy
76. * Highly developed prioritisation skills
77. * Organisation and coordination of meetings including the transcribing of minutes
78. * Good time management skills
79. * Ability to deal professionally with enquiries from staff, Patients and Visitors
80. * Confidentiality and tact necessary for dealing with
81. * people at all levels, and the most complex and sensitive information
82. * Ability to pay attention to detail where there are predictable interruptions to the work pattern
83. * Ability to deal with stressful situations and sensitive issues
84. * Ability to work under pressure whist meeting deadlines and adapt to changes in demand and workload
85. * Work effectively and flexibly as part of a team to meet the needs of the services
86. * Confident in dealing with people at all levels
87. * Must be able to demonstrate an understanding of equality and diversity
88. * Mature open and flexible approach to work
89. * Demonstrates care and compassion
90. * Good inter-personal and communication skills.
91. * Good organisational skills
92. * Team Player
93. * Conscientious
94. * Demonstrates reliability, motivation and commitment
95. * Ability to travel to multiple sites
96. * Ability to work under pressure and deal with stressful situation