Job Overview
Post holders will have specific responsibility for leading and coordinating the administrative functions of the in‑house team based within the trauma and orthopaedics department. They provide day‑to‑day management of the administration team, ensuring consistent levels of cover in line with service needs, providing a high‑quality and efficient service to patients and supporting the team. The post holder also has responsibility for the delivery of key performance indicators associated with the outpatient services and for the effective leadership of the teams.
Main Duties of the Job
* Responsible for the day‑to‑day management of the administration team.
* Ensure that all staff work effectively and to the required level of competency.
* Conduct annual appraisals for all staff and regular one‑to‑ones to identify training and development needs.
* Provide appropriate training and induction to newly appointed staff (including bank staff) to ensure that they are effective in their roles.
* Participate in the recruitment and selection of staff in line with Trust policies.
* Responsible for patient experience, investigating complaints, analysing feedback and survey results and producing and undertaking any action plans.
* Deal with patient issues/complaints on the telephone or face‑to‑face at gates to resolve the difficulties.
* Monitor annual leave, study leave, sickness absence etc and ensure that areas are adequately always covered including ensuring all consultant leave is documented and any clinical commitments are suitably covered.
Detailed Job Description And Main Responsibilities
* Contact patients around changes in clinics (particularly if short notice cancellations are necessary).
* Assist with the build of ad hoc clinics, outpatient template changes and with consent clinic.
* Deal competently with telephone enquiries and take appropriate action.
* Assist with the team’s workload as requested by Line Manager.
* Assist Line Manager in actioning and investigating complaints.
* Assist Line Manager with audit/data collection and reports as necessary.
* Assist in the day‑to‑day management of the outpatient support team activities as required by the Line Manager.
* Provide supervision of Band 3s and Band 2s within the in‑house team, to raise and discuss any issues with Line Manager.
* Deputise for line manager at meetings as necessary.
Person Specification
Education/Training – Essential Criteria
* Commitment to personal development.
* Good general education including GCSE in Maths or English (or equivalent).
Work Experience – Essential Criteria
* Experience of working under pressure and managing workload of a team with competing priorities.
* Experience of working as part of a team in a multi‑disciplinary environment.
Work Experience – Desirable Criteria
* Experience of supervising a team and associated HR management.
* Experience of working in the NHS or a similar organisation.
Skills / Abilities / Knowledge – Essential Criteria
* Evidence of leading meetings and taking appropriate notes.
* The ability to work under pressure, within a busy environment, prioritise own workload.
Skills / Abilities / Knowledge – Desirable Criteria
* High level skills and understanding in Waiting List Management and Data Validation.
Personal Qualities – Essential Criteria
* Confident and sympathetic when dealing with patients/staff.
* Personal resilience.
Equality, Diversity and Inclusion
North Bristol NHS Trust values all people as individuals, aims to be an anti‑discriminatory organisation and is committed to building a team that represents a variety of backgrounds, perspectives and skills. We welcome applicants from all under‑represented groups. We are particularly encouraging applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above, including people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Recruitment and Employment Terms
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
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