Job summary
An exciting opportunity has arisen for an enthusiastic individual to take on the role of Office Manager based at Heartlands Hospital.
The post holder will be required to line manage a group of Medical Secretaries across Heartlands, Solihull and Good Hope Hospitals monitoring compliance of appraisals and ensure mandatory training is up to date. You will also be required to provide secretarial support to the team.
You will work closely with the Operational Team to continuously monitor internal & external targets and standards relating to data quality and performance. You will also be required to support and encourage a culture of continuous improvement throughout the Secretarial team.
The post holder will be required to undertake a significant amount of HR work and so experience of line managing a large group of staff is essential. You will be required to manage and monitor sickness absence, referring staff to Occupational Health and undertaking sickness absence and well-being meetings up to and including stage 3. In addition, you will be required to undertake recruitment and selection, managing rotas, approving annual leave and dealing with any day to day staffing queries as they arise.
The role is busy and at times can be challenging, so we are looking for a well organised individual who has significant experience in staff management.
Main duties of the job
To ensure the workload is planned and carried out efficiently, on time, and in accordance with all policies, protocols and guidelines
To line manage the administration staff; plan and organise staff rotas, annual leave and recruitment of administration staff ensuring appropriate resourcing levels are maintained.
To hold regular team meetings, conduct regular 1:1s, participate in administrative team meetings, service development meetings, senior management team meetings and any other relevant meetings across sites as required
To generate and update statistical and management reports as and when required
To prioritise the demands of the team, managing frequent disruptions and conflicting priorities
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
Job responsibilities
- To plan the day-to-day workload and to ensure the workload is carried out efficiently within the required timescales, dependant on the ever-changing needs of the service
- To plan and organise staff rotas and annual leave
- To actively participate at Senior Management Team meetings and be part of strategic and organisation plans in order to deliver services within recognised frameworks to ensure a fully coordinated and supportive administrative team for the service/department
- To adhere to standards for record keeping, maintaining accurate records of interventions and activities
- To be responsible for maintaining an effective filing system for all departmental paperwork and electronic records and delegation for filing within the team
- To lead on the team's administrative systems and processes and implement improvements to the service on an on-going basis
- To hold regular team meetings, conduct regular 1:1s, participate in administrative team meetings, service development meetings, and any other relevant meetings across sites as required
- To maintain confidentiality and manage information sensitively, demonstrate discretion and respect when communicating with patients, colleagues and others
- To deal with complex information and ensure team members are aware of any issues
- To be responsible for ensuring that the department is resourced appropriately at all times
- To identify training and development needs of the administration team
- To line manager the administration team including sickness absence, appraisals etc
- Knowledge and use of various Microsoft Office Software programmes including Outlook, Word, PowerPoint, Excel, Access (database) to produce letters, presentations and other relevant correspondence
- To assist with the collection and provision of statistical data as required
- Receiving and dealing with telephone enquiries as appropriate
- Co-operate in the introduction of new technology and new working practices to ensure the smooth running of the department
- To implement and maintain excellent standards of practice and regularly evaluate these
- To ensure protocols and guidelines are developed and adhered to
- To ensure staff have access and are aware of Trust policies
- To generate and update statistical and management information including reports as and when required
- To be able to identify risks within the department and escalate as appropriate
- To prioritise the demands of the team, managing frequent disruptions and conflicting priorities
- To maintain a professional and confidential approach to work at all times
- To analyse and promptly respond to problems or queries as required
Communication:
- In a courteous and professional manner, respond positively and promptly to enquires and incoming calls. Deal with routine enquiries relating to administration activities. Take the appropriate course of action and where necessary, liaising with others as appropriate
- Act with discretion at all times to take and record accurate messages, redirecting queries where suitable
- Provide effective communication and problem solving both face to face and via telephone
- Responsible for dealing with highly complex matters which may be highly emotional and highly distressing which may require persuasive, motivational or reassurance skills
- Liaise with members of the public as required regarding complaints, using tact, sympathy and diplomacy to obtain relevant information and ensure that this is passed accurately and immediately to the appropriate person/department
- Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g., aggressive or demanding behaviour
- Attend departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
Analytical and Judgemental Skills / Freedom to Act:
- Ability to make decisions and take actions relating to enquiries/complaints etc.
- Ability to recognise situations that should be escalated to the appropriate persons
- Ability to take prompt and appropriate action when dealing with all matters exercising initiative and autonomous judgement which may be highly complex multi stranded situation
Planning and Organisational Skills:
- Prioritise own workload and the workload for the administration team ensuring the provision of an efficient administration service
- To ensure protocols and guidelines are developed and adhered to
- Arrange conferences, training including venues and hospitality as required
Policy and Service Responsibilities:
- Work collaboratively as part of the management team
- Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct and ensure they are adhered to
- Implement changes to working practices for own work area
- To establish and continue improvement of office information systems and procedures to ensure an efficient and effective service
- To be aware of technological advances and propose new ways of working in relation to service improvements
Responsibility for Financial and Physical Resources:
- Have a personal duty of care for all equipment and resources used
- Maintain stock control such as stationery, equipment and uniforms
- To handle cheques, donations and patient property and forward them to the relevant department
- Orders stock and stationery, authorised signatory for travel arrangements and meeting expenses
Responsibility for Staff:
- Line manages the administration staff which includes secretaries, clerical and receptionist staff within the team
- Responsible for the induction and training of all new members of staff
- Demonstrate own activities to new / less experienced staff
- Take a lead role in the recruitment of administration staff
Responsibility for Information:
- Transcribe minutes of meetings, case conferences as required
- To develop and maintain an efficient filing system
- Prepare documentations such agendas, presentation, patient leaflets etc. using a range of IT software
- Be responsible for confidentiality in line with Trust policy and procedures
- Ensure data is accurately inputted using a variety of Trust IT systems in a timely way
- Strictly adhere to Caldicott and the Data Protection Act
- Ensure all information held is kept up to date
- Be responsible for the quality of information Photocopy, scan and distribute documents as required
- Shred and destroy confidential documentation in line with Trust policy
- Provide information / produce reports as appropriate
- Input staff information into the Electronic Staff Record (ESR) adhering to confidentiality and only accessing the information required to fulfil the role/task
Research and Development:
- Undertake surveys and routine audits of own work as and when required
Job description
Job responsibilities
- To plan the day-to-day workload and to ensure the workload is carried out efficiently within the required timescales, dependant on the ever-changing needs of the service
- To plan and organise staff rotas and annual leave
- To actively participate at Senior Management Team meetings and be part of strategic and organisation plans in order to deliver services within recognised frameworks to ensure a fully coordinated and supportive administrative team for the service/department
- To adhere to standards for record keeping, maintaining accurate records of interventions and activities
- To be responsible for maintaining an effective filing system for all departmental paperwork and electronic records and delegation for filing within the team
- To lead on the team's administrative systems and processes and implement improvements to the service on an on-going basis
- To hold regular team meetings, conduct regular 1:1s, participate in administrative team meetings, service development meetings, and any other relevant meetings across sites as required
- To maintain confidentiality and manage information sensitively, demonstrate discretion and respect when communicating with patients, colleagues and others
- To deal with complex information and ensure team members are aware of any issues
- To be responsible for ensuring that the department is resourced appropriately at all times
- To identify training and development needs of the administration team
- To line manager the administration team including sickness absence, appraisals etc
- Knowledge and use of various Microsoft Office Software programmes including Outlook, Word, PowerPoint, Excel, Access (database) to produce letters, presentations and other relevant correspondence
- To assist with the collection and provision of statistical data as required
- Receiving and dealing with telephone enquiries as appropriate
- Co-operate in the introduction of new technology and new working practices to ensure the smooth running of the department
- To implement and maintain excellent standards of practice and regularly evaluate these
- To ensure protocols and guidelines are developed and adhered to
- To ensure staff have access and are aware of Trust policies
- To generate and update statistical and management information including reports as and when required
- To be able to identify risks within the department and escalate as appropriate
- To prioritise the demands of the team, managing frequent disruptions and conflicting priorities
- To maintain a professional and confidential approach to work at all times
- To analyse and promptly respond to problems or queries as required
Communication:
- In a courteous and professional manner, respond positively and promptly to enquires and incoming calls. Deal with routine enquiries relating to administration activities. Take the appropriate course of action and where necessary, liaising with others as appropriate
- Act with discretion at all times to take and record accurate messages, redirecting queries where suitable
- Provide effective communication and problem solving both face to face and via telephone
- Responsible for dealing with highly complex matters which may be highly emotional and highly distressing which may require persuasive, motivational or reassurance skills
- Liaise with members of the public as required regarding complaints, using tact, sympathy and diplomacy to obtain relevant information and ensure that this is passed accurately and immediately to the appropriate person/department
- Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g., aggressive or demanding behaviour
- Attend departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
Analytical and Judgemental Skills / Freedom to Act:
- Ability to make decisions and take actions relating to enquiries/complaints etc.
- Ability to recognise situations that should be escalated to the appropriate persons
- Ability to take prompt and appropriate action when dealing with all matters exercising initiative and autonomous judgement which may be highly complex multi stranded situation
Planning and Organisational Skills:
- Prioritise own workload and the workload for the administration team ensuring the provision of an efficient administration service
- To ensure protocols and guidelines are developed and adhered to
- Arrange conferences, training including venues and hospitality as required
Policy and Service Responsibilities:
- Work collaboratively as part of the management team
- Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct and ensure they are adhered to
- Implement changes to working practices for own work area
- To establish and continue improvement of office information systems and procedures to ensure an efficient and effective service
- To be aware of technological advances and propose new ways of working in relation to service improvements
Responsibility for Financial and Physical Resources:
- Have a personal duty of care for all equipment and resources used
- Maintain stock control such as stationery, equipment and uniforms
- To handle cheques, donations and patient property and forward them to the relevant department
- Orders stock and stationery, authorised signatory for travel arrangements and meeting expenses
Responsibility for Staff:
- Line manages the administration staff which includes secretaries, clerical and receptionist staff within the team
- Responsible for the induction and training of all new members of staff
- Demonstrate own activities to new / less experienced staff
- Take a lead role in the recruitment of administration staff
Responsibility for Information:
- Transcribe minutes of meetings, case conferences as required
- To develop and maintain an efficient filing system
- Prepare documentations such agendas, presentation, patient leaflets etc. using a range of IT software
- Be responsible for confidentiality in line with Trust policy and procedures
- Ensure data is accurately inputted using a variety of Trust IT systems in a timely way
- Strictly adhere to Caldicott and the Data Protection Act
- Ensure all information held is kept up to date
- Be responsible for the quality of information Photocopy, scan and distribute documents as required
- Shred and destroy confidential documentation in line with Trust policy
- Provide information / produce reports as appropriate
- Input staff information into the Electronic Staff Record (ESR) adhering to confidentiality and only accessing the information required to fulfil the role/task
Research and Development:
- Undertake surveys and routine audits of own work as and when required
Person Specification
Qualifications
Essential
- Degree in Business Administration or relevant subject or equivalent work experience and training
Desirable
- * GCSE Maths and English
- Qualifications in Administration
Experience
Essential
- * Experience of dealing with the Public/Customer service experience
- * Experience of working in an Administrative role with a proven track record of problem solving and managing a team of staff
- * Experience of managing complex diaries using own judgement when dealing with conflicting appointments and priorities
- * High proficiency of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook)
- * Experience of working in a busy environment working independently and exercising judgment and decision making skills
Desirable
- Experience of using IT systems
- Experience of working in healthcare
Additional Criteria
Essential
- * People management experience
- * Excellent communication / customer care skills both written and verbal demonstrating sympathy and compassion
- * Excellent keyboard / IT skills ensuring accuracy
- * Highly developed prioritisation skills
- * Organisation and coordination of meetings including the transcribing of minutes
- * Good time management skills
- * Ability to deal professionally with enquiries from staff, Patients and Visitors
- * Confidentiality and tact necessary for dealing with
- * people at all levels, and the most complex and sensitive information
- * Ability to pay attention to detail where there are predictable interruptions to the work pattern
- * Ability to deal with stressful situations and sensitive issues
- * Ability to work under pressure whist meeting deadlines and adapt to changes in demand and workload
- * Work effectively and flexibly as part of a team to meet the needs of the services
- * Confident in dealing with people at all levels
- * Must be able to demonstrate an understanding of equality and diversity
- * Mature open and flexible approach to work
- * Demonstrates care and compassion
- * Good inter-personal and communication skills.
- * Good organisational skills
- * Team Player
- * Conscientious
- * Demonstrates reliability, motivation and commitment
- * Ability to travel to multiple sites
- * Ability to work under pressure and deal with stressful situation
Person Specification
Qualifications
Essential
- Degree in Business Administration or relevant subject or equivalent work experience and training
Desirable
- * GCSE Maths and English
- Qualifications in Administration
Experience
Essential
- * Experience of dealing with the Public/Customer service experience
- * Experience of working in an Administrative role with a proven track record of problem solving and managing a team of staff
- * Experience of managing complex diaries using own judgement when dealing with conflicting appointments and priorities
- * High proficiency of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook)
- * Experience of working in a busy environment working independently and exercising judgment and decision making skills
Desirable
- Experience of using IT systems
- Experience of working in healthcare
Additional Criteria
Essential
- * People management experience
- * Excellent communication / customer care skills both written and verbal demonstrating sympathy and compassion
- * Excellent keyboard / IT skills ensuring accuracy
- * Highly developed prioritisation skills
- * Organisation and coordination of meetings including the transcribing of minutes
- * Good time management skills
- * Ability to deal professionally with enquiries from staff, Patients and Visitors
- * Confidentiality and tact necessary for dealing with
- * people at all levels, and the most complex and sensitive information
- * Ability to pay attention to detail where there are predictable interruptions to the work pattern
- * Ability to deal with stressful situations and sensitive issues
- * Ability to work under pressure whist meeting deadlines and adapt to changes in demand and workload
- * Work effectively and flexibly as part of a team to meet the needs of the services
- * Confident in dealing with people at all levels
- * Must be able to demonstrate an understanding of equality and diversity
- * Mature open and flexible approach to work
- * Demonstrates care and compassion
- * Good inter-personal and communication skills.
- * Good organisational skills
- * Team Player
- * Conscientious
- * Demonstrates reliability, motivation and commitment
- * Ability to travel to multiple sites
- * Ability to work under pressure and deal with stressful situation
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
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).
