SPA and Specialist Service Admin Support Supervisor - Surrey Downs H&C

at  Epsom and St Helier University Hospitals NHS Trust

APPLICANT REQUIREMENTS

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

MAIN DUTIES OF THE JOB

We have an exciting opportunity for at Band 4 Supervisor role to work across various SDHC Clinic sites providing a pivotal role between SPA and Specialist Services Administration Teams.
The Administration teams play a crucial role for referral entry points to Surrey Downs Health and Care.
The role of the Supervisor is to ensure that between SPA and Clinic Administration teams we provide a seamless and continuous service from ensuring the referrals are processed safely and efficiently, to clinic appointments being booked in a timely manner in line with our KPI targets, welcoming patients into various SDHC Sites across Surrey, who receive treatment and guiding our administration teams to provide effective caseload management for Specialist Services in an Outpatient Department setting. This is in line with our plans for collaboration and integration bringing Community closer to home, the administration services continue on their journey to deliver safe and effective care, we will continue to work on further transformation and collaboration that we need to make happen over the next few years in line with our system partners.
SPA operates 8am to 8pm seven days a week on a rota system and you may be expected to work some weekends and bank holidays as the service demands.
Equally, you will be a strong leader, having experience of data systems, IT systems and be experienced at service transformation and taking the team with you.

DETAILED JOB DESCRIPTION AND MAIN RESPONSIBILITIES

• Support the business unit in the delivery of services across the business unit and in developing standardised administration processes.
• Support 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.
• 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.
• 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.