£ 30000 Per year
Manager
Full Time
Job Description
- Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or careers, and other clinicians involved in the care of the patient, e.g. General Practitioners.
- Role model excellent customer service skills to the wider administrative team.
- Manage and answer telephone calls related to the service in a courteous and prompt manner.
- Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
- Resolve complex queries, using analysis, experience and judgment to determine when to pass the caller on to a member of the clinical team.
- Support Administration Assistants and Administration Coordinators to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.
- Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members or departments as required.
- Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.
- Using hospital information systems, produce accurate correspondence for patients, GP’s and others involved in care, and ensure its timely dissemination to stakeholders.
- Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.
- Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient.
- Take overall responsibility for the administrative work carried out by the administrative team within a designated specialty or department.
- Receive and register referrals on hospital information systems in line with the Trust’s Elective Access Policy, ensuring that the administrative team are supported in doing the same.
- Take responsibility for resolving complex booking and scheduling issues that have been escalated to you by the administrative team.
- Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.
- Identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests.
- Manage the outpatient waiting list, ensuring escalations are provided appointments within breach.
- Ensure adequate preparation for clinics or admissions, receive and collate reports of investigations such as blood tests and x-rays, and preparing information for clinical teams before the next clinical appointment of the patient.
- Responsible for procuring items related to patient admissions, or contacting theatres for equipment.
- Organize meetings for the clinical team, acting as secretariat for specialty meetings as required, which includes agenda preparation, minute taking, and updating action trackers for example.
- Provide diary management and support to the clinical team, including processing their leave arrangements, cancelling clinics and rebooking appointments when leave is approved.
- Advise and support clinical teams on Trust administrative processes.
- Support and assist new members of the clinical team, ensuring they are familiarized with the administrative service and have access to Trust systems upon commencement.
- Support local department initiatives, e.g. coordinating and dissemination of responses to local patient surveys as part of audit requirements.
- Ensure patient demographic data is correct and updated if necessary, checking this at every patient interaction and supporting the administrative team to routinely do the same.
- Ensure accurate and timely data capture, for all routine and urgent pathways.
- Complete all validations for non-admitted patients in a timely fashion to ensure appropriate activity is captured in order to ensure income recovery.
- Proactively identify and follow up on key data items or outcomes that are absent or incomplete.
- Use information systems to extract data to populate reporting templates as required, and in accordance with reporting schedules.
- Assist in the preparation and submission of reports or data collections, analyzing data and presenting data appropriately for the intended audience, which may include external agencies or stakeholders.
- Administer and maintain all relevant hospital information systems.
- Maintain local department databases or logs to enable services to track status or performance in a required area, e.g. complaint responses, leading on the administrative elements of audit activity for the clinical team and specialty.
- Provide day to day management to a team of Administration Assistants and Administration Coordinators, including handling of informal disciplinary, grievances, performance issues and sickness management.
- Allocate work to the administration team, taking into account department priorities and using judgment to delegate work appropriately.
- Ensure adequate cover across the department, through effective Rota management and leave planning.
- Provide annual staff appraisals, staff development and work based training activities to members of the team.
- Responsible for the induction and on-going development of a team of administrators, taking responsibility for identifying training needs within the administration team in regards to data entry and pathway/waiting list management and acting upon them.
- Support with all aspects of the recruitment and selection process, including shortlisting, assessment and interviews.
- Cascade information to colleagues in the team.
- Welcome new starters into the team, ensuring they are set up with access to relevant systems and providing them with any required on-the-job training.
- Provide cross cover for other administrative staff within Patient Administration, as required during periods of absence to ensure a consistently high level of service is provided.
- Assist volunteers in the department.
- Identify any trends, reviewing and taking action to address these.
- Proactively review capacity for the service, identifying potential capacity issues, recommending remedial actions and working with the clinical team to address them.
- Collate, interrogate and present information on service performance and activity, using expert knowledge of the service and patient pathways to flag any underperformance issues.
- With the support of the divisional management team, take part in service improvement initiatives for the department, implementing changes in process, reviewing their effectiveness and adapting as required.
- Investigate any performance issues that are identified by the central performance team, collating information in connection with the issue and compiling reports as required.
- Regularly update the clinical team and management team with regards operational service delivery
Required Knowledge, Skills, and Abilities
- Expert knowledge of the full range of administrative procedures, acquired through degree or equivalent training and previous experience of working in an administrative environment
- Knowledge and experience of information systems used for the storage and retrieval of sensitive personal information
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act
- Demonstrable knowledge of administrative procedures at a high level of competence acquired through both training and experience
- Proven experience of working in an office environment
- Able to communicate accurately and effectively with patients and colleagues, verbally and in writing
- Able to follow instructions and complete assigned tasks
- Able to support and reassure patients/careers in distress
- Understands importance of maintaining confidentiality
- Experience of informal teaching and-good presentation-Skills
- Ability to persuade, motivate and negotiate to gain co-operation
Reference no: 92175