Community Nursing Lead Administrator

at  St Peters Hospice

To provide comprehensive administration support to the community nursing teams Access, Community Nurse Specialist and Hospice at Home teams. To oversee and deliver an effective and competent level of administration and consistently ensure a patient focused service which promotes good customer service and effective working relationships. The post holder will be expected to line manage others and will provide support and guidance for matters that are escalated to them by the clinical administrators. The post holder will be expected to work without direct supervision and manage their own workload.
All staff in Access , CNS and Hospice at Home Teams Head of Community Nursing Service Delivery Manager Other external and internal MDT teams who the team work alongside. Information Services Analyst Data Analyst Patients, families and carers Provide administration support and advice to the team and provided day to day supervision of the administration team performance. To work closely with the service Delivery Manager and deputise for The Service Delivery Manager where required. Communication Excellent communication skills, written and verbal, with a wide range of people, including outside agencies, sometimes requiring tact and persuasive skills where there may be barriers to understanding.
To manage telephone enquiries with patients and carers providing non-clinical advice or information to patients and carers. Exercise judgement when dealing with patient inquires, analyse and resolve non-clinical patient problems Support distressed patients and carers in a supportive and empathetic manner. Take personal details from people and upload onto the electronic patient record system (EMIS). Provide and receive routine and complicated information, including dealing with enquiries from external health professionals.
This may include sensitive information. Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective. To receive and open mail (paper and electronic as necessary) and distribute/despatch accordingly ensuring appropriate action is taken with high priority items. Type patient reports/correspondence/e-mails as required.
Personal and people development Day to day line management of the Community Nursing Administrators: Undertake appraisals Provide immediate guidance and assistance in problem solving Agree and monitor absence levels in regard to annual leave, flexi time, sickness Workload management Arrange rotas/staff cover Consider line management issues and decide on a course of action to be taken. Identify own development needs seeking feedback from others Support others to develop and work effectively To escalate challenges appropriately to Service Delivery Manager where all options have been explored and exhausted. Health Safety and Security Work in a way that complies with legislation and Hospice policy and procedures Report actual or potential problems that may put health, safety or security at risk and suggest solutions Support and challenge others is maintaining health, safety and security at work Quality and Service Improvement Identify new ways of working to improve the service. Work with the team to ensure that appropriate systems and processes are developed and maintained to ensure the team functions effectively Have a good understanding of information governance and use this to support others to ensure this guidance is followed.
Meet deadlines, collate data and maintain standards relating to administrative processes. Ensure the administration rotas are created and updated appropriately ensuring key targets and key performance indicators are met. Create weekly SoloProtect usage reports for auditing purposes Review expenses forms for the Hospice at Home Healthcare assistants to ensure they are completed accurately prior to the payroll deadline. To Provide Optima and/or LOOP training to all new starters within the Community Nursing Services dependant on their roles.
Being the first point of contact for day-to-day Optima and LOOP queries and escalate appropriately. Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately. Work to support the team and be counted on when people ask for help or support. Manage the organisation of key meetings and compile and prepare agendas and supporting papers for meetings.
Take and distribute formal minutes as necessary. Prepare and present reports and a range of complex information in a range of formats. Authorised signatory for small payments, timesheets. Equality and diversity Challenge bias, prejudice and intolerance Awareness of impact of own behaviour on other

Please refer the Job description for details