Job summary
30 hours per week.
Working with the NHS Plymouth Talking Therapies for anxiety and depression team to provide a high-quality administration management service to the clinical teams and to provide support for the Management Team.
As administration services are often the first point of contact for service users, carers and our partner agencies the post holder will be responsible for ensuring excellence in customer service in line Service User involvement and partnership working.
The post holder will be responsible for managing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties.
The main responsibilities are to provide day to day supervision and line management of administration staff where appropriate and report to Business Support Manager. To have daily management responsibility for relevant administrative staff including recruitment, performance management, absence management, risk assessments, disciplinary, training & appraisal.
This role may not be eligible for sponsorship under the Skilled Worker route, please refer to the Direct Gov website for more information with regards to eligibility.
Main duties of the job
The post holder will be responsible for managing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties.
To provide day to day supervision and line management of administration staff where appropriate and report to Business Support Manager.
To ensure that referral management and appointment processes are efficient, coordinated and compliant with organisational policy.
Maintain effective office systems, making maximum use of technology with the ultimate aim of achieving a paperless office.
Attend appropriate management, performance and planning meetings and deputise for Service Support Manager when needed to contribute an administrative perspective.
Source and gather information to assist the Clinical team in prioritising their workload effectively to ensure deadlines are met.
Contribute to team responsibilities ensuring that all staff within the team have the necessary equipment and resources required to undertake their duties.
To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures; collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans.
Collate information; prepare reports and presentations pertaining to the service area at the request of the Service Support Manager/Operational Lead.
About us
Livewell Southwest is an independent, award-winning social enterprise providing integrated health & social care services for people across Plymouth, South Hams & West Devon, as well as some specialist services for people living in parts of Devon & Cornwall. With teams in community hospitals, GP practices, sports centres, health & wellbeing hubs.
As an organisation with a strong social conscience, we always value being kind, respectful, inclusive, ambitious, responsible and collaborative. Transforming services to make them sustainable, ensuring that we value, support & empower each other.
We are committed to involving the people we care for, families & carers in everything that we do, working towards co-production where we can. Helping us to deliver the right care for people, in the right place & at the right time. By putting people at the centre of what we do, we ensure to support people to lead, healthy independent lives & be the very best at helping people to live well.
Valuing our employees making an investment in their development a priority. We offer:
Protected CPD time for registered staff
Various development pathways and ongoing regular training packages for all staff
Leadership & mentoring programmes
Access & funding for training including Care Certificate, Assistant Practitioners Course & Scholarship Into Nurse Training
A Robust Preceptorship
A bespoke induction programme
Existing members of the NHS Pension Scheme can continue their membership when they join the organisation.
Job description
Job responsibilities
Management of Services
To manage the delivery of all clinics within the service area ensuring effective day to day operational management in accordance with best utilisation of staff and accommodation.
To plan an effective contact service for the public/clients that is efficient and professional, which will include managing staff resources to ensure effective cover. To provide any rotas to staff where required.
To ensure that referral management and appointment processes are efficient, coordinated and compliant with organisational policy.
Maintain effective office systems, making maximum use of technology with the ultimate aim of achieving a paperless office.
Attend appropriate management, performance and planning meetings and deputise for Service Support Manager when needed to contribute an administrative perspective.
Source and gather information to assist the Clinical team in prioritising their workload effectively to ensure deadlines are met.
Contribute to team responsibilities ensuring that all staff within the team have the necessary equipment and resources required to undertake their duties.
Responsible for maintaining equipment records such as laptops and printers for the Directorate and effectively reporting any problems that may arise.
To provide administration support for all triage meetings and arrange suitable cover for planned absence.
Oversee Office Manager(s) and provide support when required or cover in their absence
Management of Quality and Standards
To provide a range of non clinical advice & information about the service to service users and external agencies.
Take responsibility for ensuring that internal and external communication systems are fit for purpose.
Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately.
Respond to telephone, email and written queries on behalf of the service area including call handling where this cannot be satisfactorily resolved by junior staff.
Be proactive and propose, develop and implement ideas and new processes for improvement in the way the service is delivered.
Ensure that the corporate support function complies with all LWSW policies and procedures including Data Protection, confidentiality, Health and Safety, security and safeguarding
Data Management
To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures, collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans.
Collate information, prepare reports and presentations pertaining to the service area at the request of the Service Support Manager/Operational Lead.
Organise data collection to support research and development.
Ensure that files and records are stored and retrieved appropriately in accordance with Livewell Southwests procedures, in particular, confidential correspondence i.e. personal files and complaints. To have a working knowledge of how and where to access information to comply with the Freedom of Information Act.
Staff management & development
To have daily management responsibility for relevant administrative staff including recruitment, performance management, absence management, risk assessments, disciplinary, training & appraisal.
To deputise for Service Support Manager when required to manage & chair regular meetings with administrative staff within service area.
To develop workforce by providing induction, in post training and updates for relevant staff.
Participate in interview panels as and when required.
Financial management
To contribute to the management of the cost effective use of departmental resources including the ordering of stock and undertaking cost improvement programs within the service.
Service Support
Provide support to Team Managers when required e.g. arranging meetings, collating data, preparing reports etc.
Contribute to administrative processes within recruitment and induction including ATRs, liaison with HR, arranging of interviews, booking of training, arrange systems access etc. To be able to deputise for Service Support Manager with these processes as required.
Manage all processes to ensure all new staff to the service (both admin and clinical) have all equipment, access to site, uniform (if appropriate), parking permits etc. and are set up prior to start date.
To lead on specific projects and information systems/databases as requested by the service manager and provide updates on progress.
Coordinate Health and Safety within the service area, reporting faults and ensuring that work is undertaken, to ensure that the appropriate risk assessments are completed by junior staff.
Ensure that fire safety policies are adhered to within the service area.
Identify process improvements and develop projects and assignments with administrative support staff to respond to organisational and/or policy changes and initiatives.
Job description
Job responsibilities
Management of Services
To manage the delivery of all clinics within the service area ensuring effective day to day operational management in accordance with best utilisation of staff and accommodation.
To plan an effective contact service for the public/clients that is efficient and professional, which will include managing staff resources to ensure effective cover. To provide any rotas to staff where required.
To ensure that referral management and appointment processes are efficient, coordinated and compliant with organisational policy.
Maintain effective office systems, making maximum use of technology with the ultimate aim of achieving a paperless office.
Attend appropriate management, performance and planning meetings and deputise for Service Support Manager when needed to contribute an administrative perspective.
Source and gather information to assist the Clinical team in prioritising their workload effectively to ensure deadlines are met.
Contribute to team responsibilities ensuring that all staff within the team have the necessary equipment and resources required to undertake their duties.
Responsible for maintaining equipment records such as laptops and printers for the Directorate and effectively reporting any problems that may arise.
To provide administration support for all triage meetings and arrange suitable cover for planned absence.
Oversee Office Manager(s) and provide support when required or cover in their absence
Management of Quality and Standards
To provide a range of non clinical advice & information about the service to service users and external agencies.
Take responsibility for ensuring that internal and external communication systems are fit for purpose.
Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately.
Respond to telephone, email and written queries on behalf of the service area including call handling where this cannot be satisfactorily resolved by junior staff.
Be proactive and propose, develop and implement ideas and new processes for improvement in the way the service is delivered.
Ensure that the corporate support function complies with all LWSW policies and procedures including Data Protection, confidentiality, Health and Safety, security and safeguarding
Data Management
To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures, collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans.
Collate information, prepare reports and presentations pertaining to the service area at the request of the Service Support Manager/Operational Lead.
Organise data collection to support research and development.
Ensure that files and records are stored and retrieved appropriately in accordance with Livewell Southwests procedures, in particular, confidential correspondence i.e. personal files and complaints. To have a working knowledge of how and where to access information to comply with the Freedom of Information Act.
Staff management & development
To have daily management responsibility for relevant administrative staff including recruitment, performance management, absence management, risk assessments, disciplinary, training & appraisal.
To deputise for Service Support Manager when required to manage & chair regular meetings with administrative staff within service area.
To develop workforce by providing induction, in post training and updates for relevant staff.
Participate in interview panels as and when required.
Financial management
To contribute to the management of the cost effective use of departmental resources including the ordering of stock and undertaking cost improvement programs within the service.
Service Support
Provide support to Team Managers when required e.g. arranging meetings, collating data, preparing reports etc.
Contribute to administrative processes within recruitment and induction including ATRs, liaison with HR, arranging of interviews, booking of training, arrange systems access etc. To be able to deputise for Service Support Manager with these processes as required.
Manage all processes to ensure all new staff to the service (both admin and clinical) have all equipment, access to site, uniform (if appropriate), parking permits etc. and are set up prior to start date.
To lead on specific projects and information systems/databases as requested by the service manager and provide updates on progress.
Coordinate Health and Safety within the service area, reporting faults and ensuring that work is undertaken, to ensure that the appropriate risk assessments are completed by junior staff.
Ensure that fire safety policies are adhered to within the service area.
Identify process improvements and develop projects and assignments with administrative support staff to respond to organisational and/or policy changes and initiatives.
Person Specification
Skills and Abilities
Essential
- Excellent verbal and written communication skills.
- Able to use judgement and initiative to provide information and support.
- Accurate and fast typing and data entry skills including audio typing
- Ability to manage and lead a team and work within wider teams.
- Able to analyse problems and initiate appropriate solutions effectively.
- Able to apply tact and sensitivity to establish trust and support
- Ability to use own initiative to organise own workload and that of others, setting deadlines and ensuring these are met.
- Able to compose and transcribe minutes, correspondence and reports
- Effective time management skills.
- Empathetic approach to managing and resolving enquiries.
- Flexibility to meet competing demands within the working day.
- Able to manage difficult and distressing situations effectively.
- Flexible and adaptable, ability to learn new skills and develop role.
- Able to work as part of a team.
Desirable
Experience
Essential
- Experience of supervising other staff members.
- Ability to handle confidential information with discretion
- Significant previous experience of working in a senior administrative or supervisory role
- Experience of working in a customer facing role.
- Decision making and resolving complex work related issues
Desirable
Qualifications
Essential
- Educated to NVQ 4 in an administrative related subject or equivalent level of qualifications or significant equivalent previous experience.
Desirable
- Supervisory qualification
- RSA / OCR III or equivalent typing / word processing including audio typing.
Knowledge
Essential
- Thorough working knowledge of Microsoft Office packages, ie: Outlook, Word, Excel.
- Excellent understanding of general office working procedures.
- Knowledge of SystmOne.
- Understanding of Data Protection legislation
Desirable
- Awareness of current issues within the NHS.
- Understanding of healthcare services and national requirements in inpatient and outpatient booking systems.
Person Specification
Skills and Abilities
Essential
- Excellent verbal and written communication skills.
- Able to use judgement and initiative to provide information and support.
- Accurate and fast typing and data entry skills including audio typing
- Ability to manage and lead a team and work within wider teams.
- Able to analyse problems and initiate appropriate solutions effectively.
- Able to apply tact and sensitivity to establish trust and support
- Ability to use own initiative to organise own workload and that of others, setting deadlines and ensuring these are met.
- Able to compose and transcribe minutes, correspondence and reports
- Effective time management skills.
- Empathetic approach to managing and resolving enquiries.
- Flexibility to meet competing demands within the working day.
- Able to manage difficult and distressing situations effectively.
- Flexible and adaptable, ability to learn new skills and develop role.
- Able to work as part of a team.
Desirable
Experience
Essential
- Experience of supervising other staff members.
- Ability to handle confidential information with discretion
- Significant previous experience of working in a senior administrative or supervisory role
- Experience of working in a customer facing role.
- Decision making and resolving complex work related issues
Desirable
Qualifications
Essential
- Educated to NVQ 4 in an administrative related subject or equivalent level of qualifications or significant equivalent previous experience.
Desirable
- Supervisory qualification
- RSA / OCR III or equivalent typing / word processing including audio typing.
Knowledge
Essential
- Thorough working knowledge of Microsoft Office packages, ie: Outlook, Word, Excel.
- Excellent understanding of general office working procedures.
- Knowledge of SystmOne.
- Understanding of Data Protection legislation
Desirable
- Awareness of current issues within the NHS.
- Understanding of healthcare services and national requirements in inpatient and outpatient booking systems.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
