Job summary
The post holder will play a key role in supporting the Continuing Healthcare service across the region. Working within the remit of the National Framework for Continuing Healthcare, the post holder will deliver an effective and competent level of service and consistently deliver a client-focused service.
The Business Support Manager will support the Business Manager in delivering an effective and efficient client- focused service, working within the remit of the National Framework for Continuing Healthcare. The role post holder will ensure the team work-stream is well planned and managed effectively.
The post holder will be required to work under their own initiative as well as working as part of the wider administration team and will demonstrate a willingness to help others and be a key member of the team with responsibility for specifically allocated tasks. The post holder will be expected to follow set processes, prioritise their own workload and demonstrate initiative in order to fulfil the requirements of the post. Excellent interpersonal skills and communication skills are essential plus an ability to deal with and manage highly sensitive and confidential information.
The post holder must have a flexible and adaptable approach to their work in order to meet demanding deadlines and have the ability and resilience to regularly deal with a range of routine and non-routine administrative tasks as required to deliver an efficient and effective service.
Main duties of the job
- To deliver an effective and competent level of office and staff management within the Continuing Healthcare team, promoting good customer service skills amongst the team and effective working relationships.
- Contribute to performance improvement, supporting the Business Manager in identifying areas for improvement and taking a lead in identified areas, where agreed.
- Ensure standard operating procedures are applied within the team, highlighting instances where these need to be reviewed or amended.
- Lead on performance improvement, taking a lead for identified areas where agreed, and overall day to day management of administration team performance.
- Work with members of the team to develop and implement project data collection systems that will provide accurate and timely data
- To line manage the team and ensure that all management duties are carried out and recorded on the relevant systems in line with internal policies and procedures e.g., absence reporting, appraisals, annual leave and that appropriate training is provided including mandatory training.
- Target resources, monitor, implement and evaluate tasks/projects by providing high quality support including complex information and analysis, communications and stakeholder management.
About us
Lancashire & South Cumbria ICB is a fully-authorised ICB responsible for the full range of ICB statutory duties and powers. The ICB aim is to improve the health of the people of Lancashire & South Cumbria and reduce health inequalities through strong, clinically-led commissioning of high quality healthcare services.
This is an exciting opportunity to work within a successful, progressive ICB and to make a positive contribution to the lives of people in Lancashire & South Cumbria.
Our hours of work are Monday -Friday, 9am -5pm with the opportunity for agile working. Lancashire & South Cumbria ICB is committed to the personal and professional development of their staff and offers a wide selection of learning and development opportunities.
Job description
Job responsibilities
Key Responsibilities
- To deliver an effective and competent level of office and staff management within the Continuing Healthcare team, promoting good customer service skills amongst the team and effective working relationships.
- Contribute to performance improvement, supporting the Business Manager in identifying areas for improvement and taking a lead in identified areas, where agreed.
- Ensure standard operating procedures are applied within the team, highlighting instances where these need to be reviewed or amended.
- Lead on performance improvement, taking a lead for identified areas where agreed, and overall day to day management of administration team performance.
- Work with members of the team to develop and implement project data collection systems that will provide accurate and timely data
- To line manage the team and ensure that all management duties are carried out and recorded on the relevant systems in line with internal policies and procedures e.g., absence reporting, appraisals, annual leave and that appropriate training is provided including mandatory training.
- Target resources, monitor, implement and evaluate tasks/projects by providing high quality support including complex information and analysis, communications and stakeholder management.
- Contribute to the communication of information, risks, issues and dependencies, including briefings and reports to project teams, sponsors and a range of internal and external staff.
- To support in the development across the organisation in the personalisation agenda and to support the pathway delivery for Personal Health Budgets (PHBs) within Personalised Healthcare
- Ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, lead reporting and analysis across a range of specialities, functions and projects.
- Ensure that the portfolio of tasks/projects is planned, managed and delivered effectively.
- Manage all recruitment processes required within the service, attending interview panels.
- Responsible for preparation of correspondence and complex papers, as directed by Line Manager.
- Participate in relevant internal and external working groups/projects, services and initiatives which may be highly complex, sensitive, political, and contain contentious information with the aim of providing information and analytical advice to the teams.
- Contribute to the development and implementation of performance strategies and the development and implementation of improvement programmes.
- Contribute to short, medium- and long-term business plans, achieving quality outcomes and monitor outcomes.
- Work proactively with the Business Manager to ensure delivery and compliance with key performance indicators.
- Undertake complex and detailed information analysis of specific projects/reports requiring high levels of concentration.
- Monitor and tracking risks and issues including proactive resolution and escalation processes.
- Ensure that data collected is analysed, reported by the team as appropriate and monitor the processing of data and information
- Provide relevant and timely specialist advice and guidance on functional and information matters.
- Work with members of the team and key stakeholders to investigate the causes of any variance from plan/delivery targets and contribute to the implementation of solutions.
- Support the development of internal and external communications where required by regular contact with the teams, stakeholders and Communications team.
- Agree and deliver against organisational objectives, achieving quality outcomes, prioritising own workload and supporting the team to deliver within tight deadlines.
- Support and inform teams on the targeting of resources, monitoring, implementing, evaluating and delivery of plans by providing sophisticated, high quality information and analysis.
- Contribute to the financial delivery of the service ensuring it is cost effective and delivered on time whilst working to an ethos of value for money and greater efficiency.
- Support training and induction of new staff.
- Contributes to ensuring there are processes in place for spreading and sharing learning and outcomes.
- Ensure the principles and duties of safeguarding are holistically, consistently and contentiously applied.
- Contribute to maintenance and monitoring of service standards around quality.
- Comply with NHS Codes of Conduct and Standard Business Conduct and/or NHS Trust Standards of Business Conduct policies
- The post holder will be responsible for ensuring their mandatory training is up to date.
The job description is an outline of the task, responsibilities and outcomes of the role. The post holder will carry out any other duties as may reasonably be required by their line manager. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and organisation.
Job description
Job responsibilities
Key Responsibilities
- To deliver an effective and competent level of office and staff management within the Continuing Healthcare team, promoting good customer service skills amongst the team and effective working relationships.
- Contribute to performance improvement, supporting the Business Manager in identifying areas for improvement and taking a lead in identified areas, where agreed.
- Ensure standard operating procedures are applied within the team, highlighting instances where these need to be reviewed or amended.
- Lead on performance improvement, taking a lead for identified areas where agreed, and overall day to day management of administration team performance.
- Work with members of the team to develop and implement project data collection systems that will provide accurate and timely data
- To line manage the team and ensure that all management duties are carried out and recorded on the relevant systems in line with internal policies and procedures e.g., absence reporting, appraisals, annual leave and that appropriate training is provided including mandatory training.
- Target resources, monitor, implement and evaluate tasks/projects by providing high quality support including complex information and analysis, communications and stakeholder management.
- Contribute to the communication of information, risks, issues and dependencies, including briefings and reports to project teams, sponsors and a range of internal and external staff.
- To support in the development across the organisation in the personalisation agenda and to support the pathway delivery for Personal Health Budgets (PHBs) within Personalised Healthcare
- Ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, lead reporting and analysis across a range of specialities, functions and projects.
- Ensure that the portfolio of tasks/projects is planned, managed and delivered effectively.
- Manage all recruitment processes required within the service, attending interview panels.
- Responsible for preparation of correspondence and complex papers, as directed by Line Manager.
- Participate in relevant internal and external working groups/projects, services and initiatives which may be highly complex, sensitive, political, and contain contentious information with the aim of providing information and analytical advice to the teams.
- Contribute to the development and implementation of performance strategies and the development and implementation of improvement programmes.
- Contribute to short, medium- and long-term business plans, achieving quality outcomes and monitor outcomes.
- Work proactively with the Business Manager to ensure delivery and compliance with key performance indicators.
- Undertake complex and detailed information analysis of specific projects/reports requiring high levels of concentration.
- Monitor and tracking risks and issues including proactive resolution and escalation processes.
- Ensure that data collected is analysed, reported by the team as appropriate and monitor the processing of data and information
- Provide relevant and timely specialist advice and guidance on functional and information matters.
- Work with members of the team and key stakeholders to investigate the causes of any variance from plan/delivery targets and contribute to the implementation of solutions.
- Support the development of internal and external communications where required by regular contact with the teams, stakeholders and Communications team.
- Agree and deliver against organisational objectives, achieving quality outcomes, prioritising own workload and supporting the team to deliver within tight deadlines.
- Support and inform teams on the targeting of resources, monitoring, implementing, evaluating and delivery of plans by providing sophisticated, high quality information and analysis.
- Contribute to the financial delivery of the service ensuring it is cost effective and delivered on time whilst working to an ethos of value for money and greater efficiency.
- Support training and induction of new staff.
- Contributes to ensuring there are processes in place for spreading and sharing learning and outcomes.
- Ensure the principles and duties of safeguarding are holistically, consistently and contentiously applied.
- Contribute to maintenance and monitoring of service standards around quality.
- Comply with NHS Codes of Conduct and Standard Business Conduct and/or NHS Trust Standards of Business Conduct policies
- The post holder will be responsible for ensuring their mandatory training is up to date.
The job description is an outline of the task, responsibilities and outcomes of the role. The post holder will carry out any other duties as may reasonably be required by their line manager. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and organisation.
Person Specification
Experience
Essential
- Proven experience on delivery of standard operating procedures and the ability to highlight instances where these need to be reviewed or amended for continuous improvement
- Previous line management experience
- Experience of multi-agency working
Desirable
- Previous experience of working within a healthcare environment
Qualifications
Essential
- Educated to degree level or equivalent relevant experience
- Evidence of Continued Professional Development
Skills, Knowledge & Competencies
Essential
- Knowledge of principles of confidentiality
- Competent ICT skills including Microsoft packages
- Able to contribute to performance improvement, taking the lead for identified areas and overall day to day management of the administration team's performance
- Organised and systematic approach with the ability to resolve problems
- Ability to prioritise own workload and team's workload on a day-to- day basis and work to ever changing demands Ability to plan and implement project data collection systems that will provide accurate and timely data
- Able to work closely with team members to ensure delivery and compliance with key performance indicators/ other performance metrics
Desirable
- Understanding of NHS Continuing Healthcare and Health and Social Care services
Personal Qualities
Essential
- Proven time management skills
- Excellent communication skills, both verbal and written, with all levels of staff and external organisations
- Able to deal with complex, sensitive and contentious matters in a professional and empathetic way
- Ability to establish effective working relationships both internally and externally
Person Specification
Experience
Essential
- Proven experience on delivery of standard operating procedures and the ability to highlight instances where these need to be reviewed or amended for continuous improvement
- Previous line management experience
- Experience of multi-agency working
Desirable
- Previous experience of working within a healthcare environment
Qualifications
Essential
- Educated to degree level or equivalent relevant experience
- Evidence of Continued Professional Development
Skills, Knowledge & Competencies
Essential
- Knowledge of principles of confidentiality
- Competent ICT skills including Microsoft packages
- Able to contribute to performance improvement, taking the lead for identified areas and overall day to day management of the administration team's performance
- Organised and systematic approach with the ability to resolve problems
- Ability to prioritise own workload and team's workload on a day-to- day basis and work to ever changing demands Ability to plan and implement project data collection systems that will provide accurate and timely data
- Able to work closely with team members to ensure delivery and compliance with key performance indicators/ other performance metrics
Desirable
- Understanding of NHS Continuing Healthcare and Health and Social Care services
Personal Qualities
Essential
- Proven time management skills
- Excellent communication skills, both verbal and written, with all levels of staff and external organisations
- Able to deal with complex, sensitive and contentious matters in a professional and empathetic way
- Ability to establish effective working relationships both internally and externally
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.