Job responsibilities
1. Locality: Quality & Safety
2. Job Title Senior: Administrator
3. Pay Band Band: 3
4. Base and Service: The primary role will be within Quality & Safety team including Customer Services Team. Hybrid working. (Home/Crownhill Court)
5. Reports to (Line Manager): Business Support Manager Quality & Safety
6. Accountable to (Professionally/managerially): Professional Lead for Quality & Safety
7. Dimensions and Context of Role:To deliver an effective and competent level of administrative support and consistently deliver a client focussed service which promotes good customer service and effective working relationships.
To be responsible for providing daily administrative support ensuring business priorities are met for example: maintaining records, minute taking, data inputting and answering telephone and email queries from the public.
Typing of confidential reports/letters; which may be supplied via hard copy and/or dictation, (which may contain distressing information) as requested to meet service needs.
Working proactively to support team. Ability to work on own and proactively as part of a team.
To provide the day to day supervision and line management of junior staff where appropriate.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will need to be flexible to carry out any other duties as may be reasonably required by their line manager.
9. Key Tasks and Responsibilities of the Post
Management of service
Provide support to patients & carers, acting as the first point of enquiry and sign posting individual to relevant information / service.
Promote the image of the department, checking that patient information and leaflets are up to date & well presented.
Support the management team to ensure that internal and external communication systems are in place
Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary.
Respond to telephone, email and written queries on behalf of the Quality & Safety Team including call handling,
Arrange appointments, meetings and events on behalf of the team making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required.
To produce informal and formal minutes as an accurate record of meetings, transcribing and distributing as directed.
Maintain accurate and timely electronic and hard copy information e.g. training logs using organisational systems as directed (ensuring ease of access/retrieval as appropriate) and in line with policies.
Supporting operational staff to access management information; electronic and hard copy.
Collect and collate data to enable managers to monitor budgets and performance in relation to business support function with support of line manager.
Collect, collate and prepare information for service area users with support of line manager.
Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems.
Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
Be proactive and contribute ideas for improvement in the way the service is delivered.
Able to work on own initiative, prioritising work within defined policies and procedures to set timescales.
Ensure that all office support services e.g. post, , electronic filing, photo copying, are delivered in a timely manner.
Staff management & development
Provide the day to day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal.
Demonstrate own activities to new or less experienced employees.
Financial management
To process and pass for payment all relevant invoices in a timely manner in accordance with business process, with support of line manager
To process requests for equipment eg IT, phones, desks and chairs for the Team members
Undertake surveys or audits as directed.
10. Physical Effort:Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes.
May have to occasionally move presentation equipment and office supplies or clinic consumables.
11.Mental Effort:
Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy.
The work is usually predictable but there may be interruptions from telephone calls, visitors and staff & occasionally imposed deadlines.
12.Emotional Effort:
There may be some exposure to service users who may exhibit difficult & challenging behaviours.
13.Working conditions:
Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Will use VDU for high proportion of time.
The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties.
14. Key Behaviour Competencies:
Working together
Be straightforward in our dealings with each other and build relationships
Listen to others and explain the decisions we have made
Recognise and remove barriers to action
Create an open and positive learning culture
Learn from mistakes & ask others for support where necessary
Be aware of ones own behaviour, values, attitudes, strengths and weaknesses.
Ability to reflect on ones behaviour and change them.
Uphold the values and be proud to be part of the organisation
Ensure appearance is professional & name badge visible
Act With Integrity
Be honest and do what you say you will do
Take responsibility and be accountable for your actions
Guard and build the organisations reputation
Take into account the human and social impact of our work
Treat everyone in a friendly,courteous manner; smile & make eye contact
Building Success Together
Be compassionate and accepting of others.
Be straightforward in our dealings with each other and build relationships
Listen to others and explain the decisions we have made
Agree on our goals and see them through
Treat each other with dignity and respect
Learn from each others experiences
Understand and recognise each others contributions of being of equal value
Be prepared to challenge the status quo
Contribute to the organisations success
Stretch the boundaries of personal performance
Look for better ways of working to achieve improvements
Caring for patients
Aim to meet the needs of our patients and partners in care
Use initiative to enhance care in innovative and imaginative ways
Respect individual cultural differences; challenge bias & prejudice
Provide a high quality and safe service for patients
Maintain privacy and ensure confidential information is kept safe
Question poor practice, process & behaviour
15. Health and Safety at Work and Infection Control:
The post holder is required to take reasonable care for his/her own health and safety and that of other persons who may be affected by his/her acts of omissions. The post holder is also required to ensure that all staff under his/her control adheres to relevant statutory regulations, Plymouth Community Healthcare policies, department safety procedures, COSHH.
