Senior Administrator Supervisor (SPA)- Surrey Downs Health and Care

at  Epsom and St Helier University Hospitals NHS Trust

PLEASE SEE THE JOB DESCRIPTION FOR FURTHER DETAILS.

Support the business unit in the delivery of services across the business unit and in developing standardised administration processes.
Support the Clinical Leads and Managers in ensuring high quality customer service and key performance indicators are met.
Participate in the development and up-dating of standard operating procedures (SOP’s) for all administrative processes.
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.
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
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.
Provide data to inform the staffing plan to recruit & develop admin staff in line with changing business needs and budget, participating in the recruitment tasks; sitting on interview panels and inducting new members of staff.
Provide the starters induction and leavers processes of admin personnel; liaising with HR and IM&T as appropriate to ensure that all processes and resource logs are accurately maintained, with assets, resources and access to IT systems managed to information governance and other policy standards.
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.
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.
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.
To prioritise and take responsibility for own work load recognise and support colleagues who need guidance and assistance.
Responsible for the implementation and monitoring of annual leave and absence management processes, statutory and mandatory training attendance and other HR policies for the administration team within the business unit.
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.
Maintain emergency contact details for emergency planning and safe working practices of peripatetic staff purposes.
To participate in the initial stages of performance management, grievance and discipline procedures, when appropriate.
Participate in the investigation of any internal or external complaints relating to the administration service in line with the SDH&C complaints policy.

MAIN DUTIES OF THE JOB

Work within Single Point of Access and part of the wider clinical administration team to deliver an efficient and cost effective administrative service across the Community Services division.
Provide a high quality efficient administration service to clinicians, team leaders and clinical managers across services within their site to support the smooth running of clinical services.
Provide a patient focused service by responding to all queries from patients, referrers and staff in a timely and professional manner
Work with telephonic equipment and software used to support the Referral Management.
Work within the Community to cover clinic receptions, when required.
Provide a high quality customer care first point of contact service. This may involve the delivery of reception or telephone helpline services as well as in the support of clinicians to co- ordinate their clinical workload.
Working with small delegated team of administrators delivering specific services such as clinic reception, hospital out-patient clinic reception, ward admissions, general administration, as appropriate to the business unit.
Contribute to the review & evaluation of administrative systems and procedures and associated policies in order that improvements and developments can be made.