Job summary
The Health Care Operations Department are looking to recruit a Deputy Deputy Healthcare Administration (HCA) Manager with responsibility for the Clinic Prep / Reception and Data Teams.
The ideal candidate will have management experience across a broad range of operational procedures, with experience of working within a busy NHS Acute Trust Patient Administration Department. You will also have experience of managing change, planning, project management & experience of managing staff.
You will be working 37.5hrs per week, flexible over Monday to Friday. Base is flexible, but you would be expected to ensure adequate management cover in periods of sickness or annual leave.
This post may close early once enough applications have been received.
Previous applicants need not apply.
Main duties of the job
The Deputy HCA Elective Manager - Clinic Prep / Reception and Data will be working closely with Divisional Management and the Health Care Operations Teams, having responsibility for the day-to-day management and the delivery of effective clinic prep & reception services at RAEI & Leigh.
You will be responsible for the co-ordination of an effective and flexible Clinic Prep / reception and data input / validation service that supports clinical staff and is responsive to the needs of the organisation.
You will be responsible and accountable for the management of the Office Managers and their respective teams. To provide and manage an efficient, flexible, and responsive administrative function and ensure compliance with national guidance on definitions and local policies.
You will maintain a robust approach to data quality and patient confidentiality whilst handling confidential, complex and sensitive patient information on a daily basis.
You would also be expected to be responsible for the department in the absence of the Deputy HCO Directorate Manager.
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
On-Call
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.
Job description
Job responsibilities
The main duties & responsibilities for this role are
Key results from the job holder
- To be responsible for the management and performance of Clinic Prep / Reception and Data Input / Validation Teams.
- Support the Divisional Management to ensure that the clinic outcomes are recorded in a timely manner.
- Ensure that all patient referral letters and associated documentation is uploaded to HIS
- Act as first point of contact for medical, nursing and clerical / secretarial staff in the resolution of Clinic Prep / Reception and Data Input / Validation queries and problems.
- To be responsible for the validation of the 18-week PTL, to ensure that all patients have been added to a follow-up waiting list where required in line with operational targets and 18 week pathways and highlighting any problem areas to Performance Managers.
- Liaise with other Divisional heads with regards the dissemination of information / documents around Health Care Operations functions.
Planning and Organisational Duties
- Ensuring staff leave / study leave etc does not impact on service provision.
- Maintaining accurate staff records in line with Trust policy, e.g. timely completion of SVLs and ESR.
- Monitoring and management of worklists within e-Referral ensuring the availability of referral letters.
- Maintain a high level of concentration at all times due to the varied number of tasks and systems to support the delivery of the service and to achieve objectives and service leads.
- Devise and implement appropriate and effective office management systems to ensure a smooth flow of information across the departments.
- To undertake recruitment and selection of staff within the teams.
- To undertake specific projects as identified regarding the provision of the clinic prep & reception services provided at RAEI & Leigh.
- To ensure all data validation is completed to ensure monthly sign off for divisions.
- To take responsibility for answering and investigating complaints or incidents by completing the necessary documentation including the implementation of any action plans.
- To monitor systems and procedures ensuring that both written and electronic information is recorded accurately to ensure compliance with targets and standards.
- Utilise the Trust IT resources appropriately in adherence to all policies and procedures.
Communications and Key Working Relationships
- The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders.
- Provides advice and guidance to the Trust and external agencies on clinic reception processes, IPT process, data input and validation queries.
- Support the management of the Clinic Prep / Reception and Data Input / Validation teams in their day to day activities ensuring that tasks are completed to time and raising any queries with the accountable Manager.
- Provide and receive confidential / complex information on behalf of Managers within HCO requiring tact and the ability to communicate information in accordance with the nature of the content (complaints, performance management and sickness).
- To be the main source of contact for the upkeep of the departmental planner to ensure that all meetings and events for the Clinic Prep / Reception and Validation teams are diarised / prioritise meetings and change schedules as necessary.
- To ensure effective staff communications are in place across the service, e.g departmental Team Briefs.
- To represent the department at meetings deputising when necessary for appropriate managers.
Responsibility for Finance
- Support the identification and delivery of cost improvements, service developments and income generation opportunities within the Directorate.
- Ensure the best valve and use of resources is maintained at all times.
- To be responsible for maintaining stocks of stationery/non stock order items for the Department following up outstanding orders, queries and production of ad hoc reports on request.
- Responsible for maintaining / analysing all records of temporary expenditure and reporting this to the Health Care Operations Manager and Divisional accountant.
Responsibility for Human Resources
- Responsible for carrying out confidential personnel work including dealing with sensitive and confidential information in relation to disciplinary proceedings, grievances, complaints and absence management.
- To monitor individual staff performance initiating action plans where necessary to record progress in line with HR policy.
- To co-ordinate and participate in the performance review and objective setting process.
- Disseminate information from all levels within the team in a timely and accurate manner ensuring good communication links.
- Cover colleagues where necessary in order to maintain the level of service.
- Adhere to Trust policies, procedures and guidelines and provide HR information for the department regarding any relevant changes.
- Ensure compliance with mandatory training requirements in accordance with Trust policy.
- Responsible for completing PDRs in staff remit.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
- To comply with all Health and Safety issues taking a proactive role by managing the Health and Safety of themselves and others at all times where practicably possible.
- To take individual responsibility for managing risks within their own working environment, complying with Trust regulations around reporting and managing risk reduction strategies.
- To be involved in managing related risk assessments and effectively taking care to include others that may be affected by their actions.
- To actively report all incidents via DATIX in a timely and accurate manner.
- To ensure that all faults or incidents are reported and the appropriate action taken immediately to safeguard themselves and others where practicably possible.
Responsibility for Teaching
- To travel across sites to provide support and systems training when needed, ensuring that all staff involved in the referrals and booking process are appropriately trained in the use of e-Referral, PAS and relevant Trust systems.
- To provide support for staff affected by the modernisation of the service through the use of appropriate coaching and assessment.
- Takes responsibility and actively works towards own personal development.
Job description
Job responsibilities
The main duties & responsibilities for this role are
Key results from the job holder
- To be responsible for the management and performance of Clinic Prep / Reception and Data Input / Validation Teams.
- Support the Divisional Management to ensure that the clinic outcomes are recorded in a timely manner.
- Ensure that all patient referral letters and associated documentation is uploaded to HIS
- Act as first point of contact for medical, nursing and clerical / secretarial staff in the resolution of Clinic Prep / Reception and Data Input / Validation queries and problems.
- To be responsible for the validation of the 18-week PTL, to ensure that all patients have been added to a follow-up waiting list where required in line with operational targets and 18 week pathways and highlighting any problem areas to Performance Managers.
- Liaise with other Divisional heads with regards the dissemination of information / documents around Health Care Operations functions.
Planning and Organisational Duties
- Ensuring staff leave / study leave etc does not impact on service provision.
- Maintaining accurate staff records in line with Trust policy, e.g. timely completion of SVLs and ESR.
- Monitoring and management of worklists within e-Referral ensuring the availability of referral letters.
- Maintain a high level of concentration at all times due to the varied number of tasks and systems to support the delivery of the service and to achieve objectives and service leads.
- Devise and implement appropriate and effective office management systems to ensure a smooth flow of information across the departments.
- To undertake recruitment and selection of staff within the teams.
- To undertake specific projects as identified regarding the provision of the clinic prep & reception services provided at RAEI & Leigh.
- To ensure all data validation is completed to ensure monthly sign off for divisions.
- To take responsibility for answering and investigating complaints or incidents by completing the necessary documentation including the implementation of any action plans.
- To monitor systems and procedures ensuring that both written and electronic information is recorded accurately to ensure compliance with targets and standards.
- Utilise the Trust IT resources appropriately in adherence to all policies and procedures.
Communications and Key Working Relationships
- The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders.
- Provides advice and guidance to the Trust and external agencies on clinic reception processes, IPT process, data input and validation queries.
- Support the management of the Clinic Prep / Reception and Data Input / Validation teams in their day to day activities ensuring that tasks are completed to time and raising any queries with the accountable Manager.
- Provide and receive confidential / complex information on behalf of Managers within HCO requiring tact and the ability to communicate information in accordance with the nature of the content (complaints, performance management and sickness).
- To be the main source of contact for the upkeep of the departmental planner to ensure that all meetings and events for the Clinic Prep / Reception and Validation teams are diarised / prioritise meetings and change schedules as necessary.
- To ensure effective staff communications are in place across the service, e.g departmental Team Briefs.
- To represent the department at meetings deputising when necessary for appropriate managers.
Responsibility for Finance
- Support the identification and delivery of cost improvements, service developments and income generation opportunities within the Directorate.
- Ensure the best valve and use of resources is maintained at all times.
- To be responsible for maintaining stocks of stationery/non stock order items for the Department following up outstanding orders, queries and production of ad hoc reports on request.
- Responsible for maintaining / analysing all records of temporary expenditure and reporting this to the Health Care Operations Manager and Divisional accountant.
Responsibility for Human Resources
- Responsible for carrying out confidential personnel work including dealing with sensitive and confidential information in relation to disciplinary proceedings, grievances, complaints and absence management.
- To monitor individual staff performance initiating action plans where necessary to record progress in line with HR policy.
- To co-ordinate and participate in the performance review and objective setting process.
- Disseminate information from all levels within the team in a timely and accurate manner ensuring good communication links.
- Cover colleagues where necessary in order to maintain the level of service.
- Adhere to Trust policies, procedures and guidelines and provide HR information for the department regarding any relevant changes.
- Ensure compliance with mandatory training requirements in accordance with Trust policy.
- Responsible for completing PDRs in staff remit.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
- To comply with all Health and Safety issues taking a proactive role by managing the Health and Safety of themselves and others at all times where practicably possible.
- To take individual responsibility for managing risks within their own working environment, complying with Trust regulations around reporting and managing risk reduction strategies.
- To be involved in managing related risk assessments and effectively taking care to include others that may be affected by their actions.
- To actively report all incidents via DATIX in a timely and accurate manner.
- To ensure that all faults or incidents are reported and the appropriate action taken immediately to safeguard themselves and others where practicably possible.
Responsibility for Teaching
- To travel across sites to provide support and systems training when needed, ensuring that all staff involved in the referrals and booking process are appropriately trained in the use of e-Referral, PAS and relevant Trust systems.
- To provide support for staff affected by the modernisation of the service through the use of appropriate coaching and assessment.
- Takes responsibility and actively works towards own personal development.
Person Specification
Qualifications
Essential
- Educated to Degree Standard or equivalent relevant experience
- Willingness to undertake training in management or leadership
Desirable
- Staff Management Qualification
- AMSPAR Level 3
Experience
Essential
- Patient Administration experience at a managerial level.
- Experience in staff line management.
- Experience in working in a busy NHS Acute Trust Patient Administration Department.
- Proven track record of managing varied and high volume workload with tight deadlines.
- Experience of supporting clinicians and management in the provision and interpretation of information.
- Ability to deal diplomatically with all levels and disciplines of staff.
Desirable
- Significant understanding of e-referral
Skills
Essential
- Excellent interpersonal skills.
- Able to work as part of a team as well as on own initiative.
- Excellent time management skills.
- Excellent communication and presentation skills, both oral and written, combined with active participation and the ability to respond and provide direct feedback in sometimes - pressured circumstances.
- Must remain calm under pressure.
- Ability to concentrate for long periods of time on complex analyse, with frequent interruptions.
- Excellent numerical and analytical skills.
- Skills for supporting the improvement of the service by proposing changes to own work and making recommendations for more effective delivery.
Knowledge
Essential
- A thorough understanding of minimum data sets currently in use and central reporting requirements of an NHS Trust.
- A sound understanding of performance related targets.
- A thorough working knowledge of Human Resources Policies and Procedures.
- Must have extensive experience and knowledge of the advanced functionality of Microsoft office products.
- Working knowledge of the Hospital Patient Administration System.
- Expertise knowledge of Medical Terminology
Desirable
- Familiar with data extracts using tool sets for example Qlik Sense
Additional
Essential
- Willingness to adopt a flexible approach to working hours.
- Professional appearance and approach.
- Challenging and enquiring mindset combined with an aptitude for working within a changing environment.
- Must remain calm under pressure.
- Willing to undertake further training.
- Attend relevant local and regional events.
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
Person Specification
Qualifications
Essential
- Educated to Degree Standard or equivalent relevant experience
- Willingness to undertake training in management or leadership
Desirable
- Staff Management Qualification
- AMSPAR Level 3
Experience
Essential
- Patient Administration experience at a managerial level.
- Experience in staff line management.
- Experience in working in a busy NHS Acute Trust Patient Administration Department.
- Proven track record of managing varied and high volume workload with tight deadlines.
- Experience of supporting clinicians and management in the provision and interpretation of information.
- Ability to deal diplomatically with all levels and disciplines of staff.
Desirable
- Significant understanding of e-referral
Skills
Essential
- Excellent interpersonal skills.
- Able to work as part of a team as well as on own initiative.
- Excellent time management skills.
- Excellent communication and presentation skills, both oral and written, combined with active participation and the ability to respond and provide direct feedback in sometimes - pressured circumstances.
- Must remain calm under pressure.
- Ability to concentrate for long periods of time on complex analyse, with frequent interruptions.
- Excellent numerical and analytical skills.
- Skills for supporting the improvement of the service by proposing changes to own work and making recommendations for more effective delivery.
Knowledge
Essential
- A thorough understanding of minimum data sets currently in use and central reporting requirements of an NHS Trust.
- A sound understanding of performance related targets.
- A thorough working knowledge of Human Resources Policies and Procedures.
- Must have extensive experience and knowledge of the advanced functionality of Microsoft office products.
- Working knowledge of the Hospital Patient Administration System.
- Expertise knowledge of Medical Terminology
Desirable
- Familiar with data extracts using tool sets for example Qlik Sense
Additional
Essential
- Willingness to adopt a flexible approach to working hours.
- Professional appearance and approach.
- Challenging and enquiring mindset combined with an aptitude for working within a changing environment.
- Must remain calm under pressure.
- Willing to undertake further training.
- Attend relevant local and regional events.
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
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).
