Quality Administrator

Job description

Job responsibilities

Organisational Values

As an employee of Primary Care Sheffield you will be committed to PCSs organisational values:

Openness: ensuring transparency sharing knowledge and welcoming feedback

Person Centred: Being empathic and understanding of the individual

Innovative: Embracing change and inquisitive of new solutions

Ambitious: Working towards the best for Sheffield and its people

Empowering: Actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people.

Job Summary

Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are 75 GP practices in Sheffield covering over half a million patients. As well as providing a unified voice for general practice in the city, we play an active role both within our Accountable Care Partnership (ACP) and the wider South Yorkshire Integrated Care System (ICS).

Primary Care Mental Health (PCMH) is a partnership between Primary Care Sheffield, Sheffield Health and Social Care Trust and MIND and is a PCN based mental health assessment and treatment service that provides interventions for people with serious mental illness.

We aim to deliver a safe, effective, responsive, caring, and well-led service and as a team work to ensure we have the evidence to demonstrate this. This incorporates the use of audit, service improvement measures, patient involvement and lived experience and learning from incidents and feedback.

This post will have a dual aspect to it and the successful person will have the opportunity to develop the role, in response to the requirements of the team and the quality aspect of our work. One day per week (Friday) you will be working entirely within the clinical admin team. On Monday-Thursday you will also support those colleagues on the main landline number, taking calls from patients for example.

However, for most of your working hours you will work under the supervision of the Quality Support Manager and closely with the Quality Lead, in order to ensure that we have the necessary systems and structures in place to deliver a safe, effective and responsive mental health service. This may include liaising with team colleagues and requesting reviews of policy documents, providing admin support for colleagues working to implement and deliver service improvement activity and/or ensuring that our audit activity is completed and the outcomes received within agreed timescales.

Main Duties and Responsibilities

The role of Quality Administrator will provide day to day administration support primarily within the PCMH Quality portfolio.

The role will be to support the wider team working alongside managerial and clinical leads to ensure consistent high standards of service are delivered.

To ensure that the administrative functioning of the service provided to staff, service users and key stakeholders is maintained to a high standard.

You will work with the Quality Support Manager to provide the necessary administrative support for the governance of the service. Examples will include ensuring that documents are managed in a timely manner and requesting the necessary actions from team colleagues e.g ensuring that audit outcomes are received and recorded within the agreed timeframes and sending the necessary correspondence to people following the receipt of complaint or a concern.

This post involves significant organisational tasks, effective team working and an ability to communicate with others sensitively and compassionately and the ability to be flexible and prioritise competing tasks.

You will be responsible for the day-to-day administration and updating of the service website.

Principal duties will include

• Dealing with incoming telephone calls, taking messages where appropriate. This will sometimes involve dealing with challenging situations.
• Accurately inputting data as requested, using various forms, formats and systems including SystmOne.
• Operation of internal information systems, ensuring accurate and up to date information is processed and maintained, requesting updates from colleagues with regards to the annual audit schedule and requesting and filing documentation e.g. completed investigation reports and updating the Quality Support Manager when received.
• Processing any external correspondence and dealing with phone calls inc effective message taking, fielding calls, diverting calls.
• Liaising with clinicians as required.

• Day to day administration and updating of service website.

Liaising with service users, carers, GPs, voluntary agencies and a wide range of multi-disciplinary staff and other staff both internal and external as required.

Dedicated administration support for Quality portfolio

The provision of an effective admin service to Quality Lead, Quality Support Manager and Lived Experience Lead, including typing of letters, reports, emails and completion of appropriate forms in SystmOne, as/when required.

Dealing with incoming correspondence, checking information received and responding where appropriate, inc regular monitoring of the Quality communications generic email inbox.

Downloading of Supervision/ Training reports for line management review.

Administration support for identified meetings inc completion of action trackers.

Monitoring of Standard Operating Policy review dates, prompting senior colleagues when required.

External communication systems

Website editing (Drupal).

Day to day administration of the website including coordinating the submission of content and uploading in a timely manner.

Raising any concerns regarding content and/or function.

Other/General Duties

Maintaining and updating existing electronic or hard copy filing systems.

The ability to work in a hybrid way, from home and between sites as required/agreed to help support the running of the service.

The post holder will be expected to support and adhere to general building protocols in relation to health, safety and security.

This is not an exhaustive list of duties and responsibilities and in discussion with the manager the postholder may be required to undertake other duties which fall within the Banding of the post. The job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.

Person Specification

Skills and Competencies

Essential

• Responsible approach to dealing with confidential issues.
• Excellent telephone manner.
• Wide range of admin skills, including minute taking.
• Ability to handle direct requests for information/contact from service users.
• Ability to adapt to varying demands of the job role.
• Ability to prioritise workload and manage own workload effectively
• Ability to work as part of a team.
• High level of accuracy and attention to detail.
• Ability to work flexibly with colleagues to meet the needs of the service.
• Able to work under pressure in a changing environment.
• Trustworthy and open
• Flexible & enthusiastic
• Adaptable
• Willingness to undertake training and personal development in line with the demands of the post

Desirable

• Ability to research/access information.
• Eye for detail with technical ability

Experience

Essential

• Good standard of education at GCSE level or higher
• GCSE in English language or equivalent
• Training to Vocational Level 3 in business admin or equivalent level of experience
• Previous admin/secretarial experience gained in a similar role.

Desirable

• Experience of working in an NHS/healthcare environment.
• Previous experience of working with diverse and vulnerable populations.
• Experience of working on websites
• Background in communications and/or customer service

Knowledge and Understanding

Essential

• Able to contribute to and work within good practice guidelines.
• Ability to communicate clearly and effectively both verbal and written

Desirable

• Some knowledge of clinical systems

Qualifications

Essential

• Good standard of education at GCSE level or higher
• GCSE in English language or equivalent
• Training to Vocational Level 3 in business admin or equivalent level of experience
• Previous admin/secretarial experience gained in a similar role.

Desirable

• Experience of working in an NHS/healthcare environment.
• Previous experience of working with diverse and vulnerable populations.
• Experience of working on websites
• Background in communications and/or customer service

Attributes

Essential

• Able to work under pressure in a changing environment.
• Trustworthy and open
• Flexible & enthusiastic
• Adaptable
• Willingness to undertake training and personal development in line with the demands of the post

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Primary Care Sheffield

Address

Primary Care Sheffield Ltd

28 Kenwood Park Road

Sheffield

S7 1NF

Employer's website

http://www.primarycaresheffield.org.uk/ (Opens in a new tab)