Job summary
Permanent up to 37.5 hours a week
Rehabilitation Services Business Support Manger
The Rehabilitation Services Directorate are excited to introduce a Business Support Manager supporting the following Services; Adult Speech and Language Team, Plym Neuro Rehab Unit, Neuro Psychology and the Community Neuro Rehab Team which has had a significant funding investment to increase the community therapy support into the Stroke and Neuro Rehabilitation services. As a result, they are pleased to offer an opportunity for the right candidate to support and coordinate the fantastic work the services provide and manage the administration team to success.
If you have an eye for detail, want to bring the best out of people and the service provided, work with wonderful people both clinical and non-clinical, and people that use the services and their carers, then this is an opportunity you cannot miss!
The Business Support Manager will have excellent organisational, interpersonal, and IT skills, you will provide comprehensive administrative and logistical support to a range of projects, events, and meetings as required.
Main duties of the job
The Livewell Southwest Neuro
Rehabilitation Services provide multidisciplinary specialist neuro
rehabilitation for inpatients, outpatients post hospital
discharge and for those living in the community with longer term neurological
conditions.
The Business Support Manager will take
responsibility for leading and contributing to projects within the service and deputise
for managers during periods of annual leave and occasionally at delegated
meetings.
The post holder will have line
management responsibilities for a group of administrative staff that may not be
in one location.
The post holder
will need to be flexible to carry out any other duties as may be reasonably
required by their line manager.
The post holder
will be based at Mount Gould Hospital.
Although a manager
will be available for advice and support, the post holder is expected to manage
their own workload, prioritising work according to system demands.
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.
Please note that Livewell may close the job advertisement earlier than the specified deadline if a high number of applications are submitted. Therefore, we recommend you submit your application at the earliest opportunity.
All Livewell staff are expected to be able and willing to work across a 7 day service.
About us
Livewell Southwest is an independent, award-winning social
enterprise delivering integrated health and social care services across
Plymouth, South Hams, and West Devon, with specialist services in parts of
Devon and Cornwall. Our teams work in community hospitals, GP practices, sports
centres, and health hubs.
As an organisation with a strong social conscience we are guided by our values,kindness, respect, inclusivity, ambition, responsibility, and
collaboration. We focus on transforming services to ensure sustainability, while
empowering staff and those we serve.
We involve the people we care for, along with their families and carers, in
shaping the care they receive, striving to deliver the right care at the right
time and place. Centering our work on individual needs helps people lead
healthy, independent lives.
We prioritise employees' development, offering protected CPD time, training
pathways, leadership programs, and funding for qualifications like the Care
Certificate and Nurse Training Scholarships. Our induction and preceptorship
programs ensure a smooth transition into our organisation.
Livewell Southwest values diversity and encourages applications from all
sections of the community, including those with armed forces experience, lived experience of mental
health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the
application process, contact the Recruiting Manager listed in the job advert.
Job description
Job responsibilities
MAIN DUTIES/RESPONSIBILITIES
To
take a role in the management and delivery of clinics within the service area
ensuring effective day to day operational management in accordance with best
utilisation of staff and accommodation.
To
manage and regularly monitor relevant performance data including waiting lists,
clinical outcome measures; collate, analyse and report information to relevant
managers including areas for improvement, identifying any capacity gaps against
plans.
To
evaluate and plan to ensure an effective contact service for the public/clients
that is efficient and professional, which will include managing staff resources
to ensure effective cover.
To
ensure that referral management and appointment processes are efficient,
coordinated and compliant with organisational policy.
Be proactive and propose,
develop and implement ideas and new processes for
improvement in the way the service is delivered.
Promote
the image of the organisation and services by ensuring that all information and
communication is up to date and suitably presented.
Take
responsibility for ensuring that internal and external communication systems
are fit for purpose.
To
provide a range of non-clinical advice and information about the service, to
service users and external agencies.
To
ensure that all complaints, compliments, concerns, comments and suggestions are
appropriately recorded, and where possible resolved within level of role or
escalated appropriately. To investigate those relating to own admin team.
Respond to telephone, email and written queries on behalf of the
service area including call handling where appropriate.
To
manage appointments, meetings and events on behalf of the service, making
bookings where necessary and ensuring all equipment and documentation is
available.
To
arrange, produce agendas and minutes for high level and confidential meetings,
transcribing and distributing as necessary.
To
analyse data to enable managers to monitor budgets
and performance in relation to business support function.
Collate
information; prepare reports and presentations pertaining to the service area
at the request of the directorate manager.
Ensure that the corporate support function complies with all Livewell
Southwest policies and procedures including Data Protection, confidentiality,
Health and Safety, security and safeguarding.
To
manage own time and workload working autonomously and flexibly.
To
manage specific projects and information systems/databases as requested by the
service manager and provide updates on progress.
The post holder
will have full understanding/knowledge and assist in collating patient data to
support the Sentinel Stroke National Audit Programme (SSNAP) and the United
Kingdom Rehabilitation Outcomes Collaboration (UKROC) database.
The post holder will
support managers to organise data collection, including SSNAP and UKROC and
produce reports to support research and service development.
Responsibility for People Management
To
have operational leadership and daily management responsibility for relevant
administrative staff including recruitment, performance management, absence
management, risk assessments, training & appraisal.
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.
Responsibility for financial and/or physical resources
To
authorise orders and payments in accordance with LSW business processes.
To
contribute to the management of the cost-effective use of departmental
resources including the ordering of stock and undertaking cost improvement
programmes within the service.
To
be a delegated budget holder for specific area of responsibility ensuring
expenditure is within agreed limits and that senior manager remains informed of
related issues.
Responsibility for administration
The post holder will possess and use a full range of administrative
systems, softwareprogrammes and health/social care record systems, in order that
information is shared with the multidisciplinary team with the minimum delay
The post holder will accurately
record on all appropriate electronic systems.
Communicating with a
wide range of clinical and non-clinical staff, the post holder will collate information
and data concerning referrals into the service, developing, amending and
maintaining relevant databases.
It
is the post holders responsibility to ensure the accuracy and currency of
informationcollated.
The
post holder may be occasionally required to act as minute taker in the absence
ofadministrative
support staff.
Identify,
investigate and support the resolution of process inadequacies causing data
quality issues.
Responsibility for people who use our services
The post holder will provide information and support to clinical and
non-clinical staff within the team to support the provision of a timely and
effective service.
Identifying areas of strength and where there is potential for
improvement to support the service provided. This may involve telephone
communication with individuals and families, acting as an intermediate but more
often will include behind the scenes liaison with other professionals and
teams, both internally and externally.
Responsibility for implementation of
policy and/or service developments
The post holder will
contribute to the development of the Neuro Rehabilitation services, by
suggesting changes/improvements in working practices that will enhance the
patient experience and service delivery.
COMMUNICATIONS AND RELATIONSHIPS
The post holder will be expected to use an assortment of
communication skills when interacting with a wide range of people, including
patients, relatives and carers, outside professional agencies, senior managers
across partner organisations as well as partner teams within the organisation.
They will be expected to be able to communicate often confidential and possibly
contentious information which may require keen negotiation skills and
tact.
Communicate
at all levels both internally and externally in respect of own work, using owninitiative
to deal with matters as they arise.
Develop
strong and efficient working relationships with medical and clinical staff, and
other non-clinical
admin and operational staff to ensure objectives are met.
Job description
Job responsibilities
MAIN DUTIES/RESPONSIBILITIES
To
take a role in the management and delivery of clinics within the service area
ensuring effective day to day operational management in accordance with best
utilisation of staff and accommodation.
To
manage and regularly monitor relevant performance data including waiting lists,
clinical outcome measures; collate, analyse and report information to relevant
managers including areas for improvement, identifying any capacity gaps against
plans.
To
evaluate and plan to ensure an effective contact service for the public/clients
that is efficient and professional, which will include managing staff resources
to ensure effective cover.
To
ensure that referral management and appointment processes are efficient,
coordinated and compliant with organisational policy.
Be proactive and propose,
develop and implement ideas and new processes for
improvement in the way the service is delivered.
Promote
the image of the organisation and services by ensuring that all information and
communication is up to date and suitably presented.
Take
responsibility for ensuring that internal and external communication systems
are fit for purpose.
To
provide a range of non-clinical advice and information about the service, to
service users and external agencies.
To
ensure that all complaints, compliments, concerns, comments and suggestions are
appropriately recorded, and where possible resolved within level of role or
escalated appropriately. To investigate those relating to own admin team.
Respond to telephone, email and written queries on behalf of the
service area including call handling where appropriate.
To
manage appointments, meetings and events on behalf of the service, making
bookings where necessary and ensuring all equipment and documentation is
available.
To
arrange, produce agendas and minutes for high level and confidential meetings,
transcribing and distributing as necessary.
To
analyse data to enable managers to monitor budgets
and performance in relation to business support function.
Collate
information; prepare reports and presentations pertaining to the service area
at the request of the directorate manager.
Ensure that the corporate support function complies with all Livewell
Southwest policies and procedures including Data Protection, confidentiality,
Health and Safety, security and safeguarding.
To
manage own time and workload working autonomously and flexibly.
To
manage specific projects and information systems/databases as requested by the
service manager and provide updates on progress.
The post holder
will have full understanding/knowledge and assist in collating patient data to
support the Sentinel Stroke National Audit Programme (SSNAP) and the United
Kingdom Rehabilitation Outcomes Collaboration (UKROC) database.
The post holder will
support managers to organise data collection, including SSNAP and UKROC and
produce reports to support research and service development.
Responsibility for People Management
To
have operational leadership and daily management responsibility for relevant
administrative staff including recruitment, performance management, absence
management, risk assessments, training & appraisal.
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.
Responsibility for financial and/or physical resources
To
authorise orders and payments in accordance with LSW business processes.
To
contribute to the management of the cost-effective use of departmental
resources including the ordering of stock and undertaking cost improvement
programmes within the service.
To
be a delegated budget holder for specific area of responsibility ensuring
expenditure is within agreed limits and that senior manager remains informed of
related issues.
Responsibility for administration
The post holder will possess and use a full range of administrative
systems, softwareprogrammes and health/social care record systems, in order that
information is shared with the multidisciplinary team with the minimum delay
The post holder will accurately
record on all appropriate electronic systems.
Communicating with a
wide range of clinical and non-clinical staff, the post holder will collate information
and data concerning referrals into the service, developing, amending and
maintaining relevant databases.
It
is the post holders responsibility to ensure the accuracy and currency of
informationcollated.
The
post holder may be occasionally required to act as minute taker in the absence
ofadministrative
support staff.
Identify,
investigate and support the resolution of process inadequacies causing data
quality issues.
Responsibility for people who use our services
The post holder will provide information and support to clinical and
non-clinical staff within the team to support the provision of a timely and
effective service.
Identifying areas of strength and where there is potential for
improvement to support the service provided. This may involve telephone
communication with individuals and families, acting as an intermediate but more
often will include behind the scenes liaison with other professionals and
teams, both internally and externally.
Responsibility for implementation of
policy and/or service developments
The post holder will
contribute to the development of the Neuro Rehabilitation services, by
suggesting changes/improvements in working practices that will enhance the
patient experience and service delivery.
COMMUNICATIONS AND RELATIONSHIPS
The post holder will be expected to use an assortment of
communication skills when interacting with a wide range of people, including
patients, relatives and carers, outside professional agencies, senior managers
across partner organisations as well as partner teams within the organisation.
They will be expected to be able to communicate often confidential and possibly
contentious information which may require keen negotiation skills and
tact.
Communicate
at all levels both internally and externally in respect of own work, using owninitiative
to deal with matters as they arise.
Develop
strong and efficient working relationships with medical and clinical staff, and
other non-clinical
admin and operational staff to ensure objectives are met.
Person Specification
Knowledge
Essential
- Thorough working knowledge of Microsoft Office packages, i.e.: Outlook, Word, Excel. and the use of databases
- Excellent understanding of general office working procedures.
- High level of competency in the management of budgets and financial control systems
- Understanding of activity management including waiting lists
- Understanding of systems and processes and able to implement efficient working practices.
Desirable
- Knowledge of electronic patient record systems eg SystmOne
- Understanding local health community and commissioning needs and ability to be innovative to meet these needs.
Experience
Essential
- Experience of working in a role to support senior managers
- Significant previous experience of working in an administrative environment using computerised data systems.
- Demonstrable experience of dealing with the public and dealing with sensitive and confidential information.
- Experience of supervising other staff members.
- Experience of working with complex systems and information.
- Experience of analysing and interpreting data
- Financial management experience.
- Decision making and resolving complex work related issues
Desirable
- Experience of undertaking Service Improvement or a Project Management role.
- Experience of analysing data and using such data to improve the quality and efficiency of the service
- Experience of working within a health care provider or Social Services environment
Skills
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.
- 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
Qualifications
Essential
- Educated to degree level in a relevant subject or equivalent level of knowledge, qualifications or significant equivalent skills and experience to that level.
- Evidence of continuing professional development
Desirable
- Project management e.g. Prince 2
Person Specification
Knowledge
Essential
- Thorough working knowledge of Microsoft Office packages, i.e.: Outlook, Word, Excel. and the use of databases
- Excellent understanding of general office working procedures.
- High level of competency in the management of budgets and financial control systems
- Understanding of activity management including waiting lists
- Understanding of systems and processes and able to implement efficient working practices.
Desirable
- Knowledge of electronic patient record systems eg SystmOne
- Understanding local health community and commissioning needs and ability to be innovative to meet these needs.
Experience
Essential
- Experience of working in a role to support senior managers
- Significant previous experience of working in an administrative environment using computerised data systems.
- Demonstrable experience of dealing with the public and dealing with sensitive and confidential information.
- Experience of supervising other staff members.
- Experience of working with complex systems and information.
- Experience of analysing and interpreting data
- Financial management experience.
- Decision making and resolving complex work related issues
Desirable
- Experience of undertaking Service Improvement or a Project Management role.
- Experience of analysing data and using such data to improve the quality and efficiency of the service
- Experience of working within a health care provider or Social Services environment
Skills
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.
- 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
Qualifications
Essential
- Educated to degree level in a relevant subject or equivalent level of knowledge, qualifications or significant equivalent skills and experience to that level.
- Evidence of continuing professional development
Desirable
- Project management e.g. Prince 2
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).
