Overview
Job summary: The post holder is required to undertake a combination of the following as part of their role:
* Waiting list and pathway management, coordinate clinic capacity, utilisation and urgent/escalated appointments.
* To manage staffing rota's (administrative and/or medical staffing as allocated/rotated).
* Operational line management of administrative and clerical staff.
* Provision of accurate information.
* To provide cross cover at times for Directorate Support Manager colleagues.
Main responsibilities
* Work closely with senior staff and administrative teams to ensure appropriate monitoring, pathway management and validation of pathways in line with the 18-week Referral to Treatment national target
* Line manage designated administrative and clerical staff
* Ensure efficient use of outpatient clinics / elective list capacity through monitoring utilisation and working with the relevant booking team/s. For example, backfilling short notice cancellations.
* Monitor the Outpatient Waiting List and undertake actions in line with the Trust's Access Policy to ensure patients are managed appropriately
* Support the management of the Directorate medical staffing rota
* Ensure urgent, escalation and cancer patients are accommodated within available capacity - this may involve negotiating with clinical staff to arrange for patients to be seen or reviewing current bookings
* To provide cross cover at times for Directorate Support Manager colleagues.
Communications
* Communicate information as appropriate to relevant staff in a timely manner, both written and verbal, matching the level of information to the receiver.
* Oral presentations to staff across the Directorate.
* Provide feedback to other staff on their communication at appropriate time
* Communicate professionally with patients face to face and/or on the telephone
* Be the first point of contact for patient complaints, handling them face to face or by phone
* Respond to formal and informal complaints relating to area of work
* Initiate gathering of information relating to incidents relevant to your area of work and update Datix, the incident recording tool
* Motivate and persuade administrative and clerical staff regarding changes to procedures and current practice
* Support operational managers with improvement of their services in achieving 18-week RTT performance
* Review and escalate A&C staffing and/or medical rota issues daily
* Administrative compilation of effective on-call consultant and junior rotas, working with clinical leads and operational managers to deliver safe and cost-effective care
* Assist the organisation with commencement of colleagues, including induction and relevant initial training
* When requested liaise with the Trust's Temporary Staffing Team regarding the Directorate requirement
Planning and organising
* Plan work logically to complete tasks within specific projects
* Monitor and initiate actions to manage 18-week RTT and Clinical Correspondence performance targets
* Implement processes to manage duplicate and/or multiple pathways
* Ensure processes are enforced to monitor and action consultant-to-consultant referrals in line with Trust policy
* Set clear objectives for staff, communicate responsibilities and agreed timescales
* Maintain filing systems and update the Directorate’s shared drive as appropriate
* Attend regular meetings covering all aspects of 18-week RTT pathway management
* Review, plan and publish staffing rotas
* Other administrative tasks as appropriate
Responsibilities for Physical and / or Financial Resources
* Assess the workload of administrative & clerical staff, ensuring equitable distribution of duties to obtain the best use of resources
* Approve submission of budget requests for administrative & clerical staff
* Authorize payroll information on Healthroster for administrative & clerical staff
Policy and Service Development and Implementation
* Anticipate improvements for processes and tasks within the post's sphere of responsibility, proactively share these with colleagues and lead delivery as required
* Review systems and practices within own area of work to ensure sustained delivery of the service
* Promote robust and efficient end to end processes
* Actively manage database for delegated staff rota management
Human Resources and Leadership
* Manage and support administrative & clerical staff through appraisals, objective setting and handling performance standards in line with Trust policy
* Monitor objectives and performance, address underperformance, identify training and development needs
* With Directorate Manager/Assistant Directorate Manager/Directorate Support Manager, identify staffing requirements, place adverts, shortlist candidates and arrange interviews; participate in recruitment in line with Trust policy
* Provide cross cover at times for Directorate Support Manager colleagues
Data and information resources
* Manage and support administrative & clerical staff through appraisals and performance management
* Monitor objectives and performance, identify training needs and provide guidance
* In conjunction with the Directorate Manager/Assistant Directorate Manager/Directorate Support Manager, identify staffing requirements and participate in recruitment
* Provide cross cover at times for Directorate Support Manager colleagues
Safeguarding
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
DBS checks: This post requires a Standard DBS check and participation in DBS update service; costs apply as specified.
Qualifications and requirements
Education & Qualifications Essential
* Good general standard of education
* GCSE English or equivalent
* Experience of working in a busy complex administrative environment
* Evidence of continued personal development
Desirable
* Degree in relevant subject area
* ECDL
* NVQ in Administration
Knowledge Essential
* Knowledge of administrative procedures
* Knowledge of specialised terminology
* Managerial knowledge acquired through degree or equivalent experience or training
* Understanding of 18-week RTT pathways
Desirable
* Knowledge of NHS policies and procedures
Experience Essential
* Experience using NHS Information Systems
* Experience of line management in an administrative environment
* Experience managing, maintaining and developing paper-based and/or computer filing systems
Desirable
* Service Development
* Change Management
* Delivery of training and development
* Undertaking surveys or audits
Skills Essential
* Communicate sensitive information
* Ability to analyse Directorate performance information
* Ability to contribute to decisions on meeting Directorate targets
* Logical approach to problem solving
* Keyboard skills / Advanced IT
* Able to act independently using own initiative
* Customer care skills
* Able to persuade, negotiate and influence others
* Ability to manage allocation of work to staff; train new staff on IT systems, pathway management, databases and filing systems
Desirable
* Using computers to process large volumes of work
Safeguarding and DBS details
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a DBS check. DBS update service is required and associated costs apply.
Additional information
Employer: Stockport NHS Foundation Trust
Address: Stockport NHS Foundation Trust, Poplar Grove, Stockport, SK2 7JE
Employer's website: http://www.stockport.nhs.uk/
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