Job summary
An excellent opportunity for highly motivated, organised individual to join Devon Referral Support Service (DRSS) as a Referral Management Service Team Leader (RMS Lead). The successful applicant will be responsible for leading a DRSS booking team, working with fellow RMS leads to ensure the booking teams are reaching their Key Performance Indicators (KPI’s).
A key responsibility of this role will be line managing a number of staff whilst ensuring current service operational quality tools are used in all areas and implemented effectively ensuring continuous quality assurance, including call quality, data quality, identifying areas for development, and training.
With the current pressures on the NHS and the long wait times many Devon patients are experiencing it is essential that we provide a high-quality referral support service to maintain effective communication with patients and ensure the best possible experience for those who contact the service.
The applicant will be enthusiastic and supportive team member with good time management skills to prioritise workload effectively. Must have good eye for detail, familiarity with working in large teams, and excellent communication skills. In depth knowledge of Microsoft Office and high level of IT competency are key; previous experience in the NHS, knowledge of the e-Referral system and line management experience is desirable.
Main duties of the job
To be successful as a referral management service Team Lead you must have strong people management skills and have a passion to coach and mentor a team of Patient Choice Facilitators (PCF). You will have exposure of working in a customer focused environment and identifying and implementing new processes.
The operational delivery of DRSS is a constantly
changing environment that will require the post holder to be innovative,
flexible and motivational.
You will be required to use your own initiative and have an ability to prioritise work, whilst working calmly and confidently under pressure and able to meet tight deadlines. You must be able to multi-task with ease and possess excellent organisational skills.
You must have excellent communication skills (written and verbal), experience of working with the general public and providing guidance and advice, in a professional and responsive manner.
Please note this role can be based at either Pomona House, Torquay or Windsor House, Plymouth. There will be an expectation for the successful candidate to work across both sites.
Our Windsor House office will be moving to Crownhill Court, Plymouth in the near future. Please contact us if you require further information about this move.
Successful applicants may be expected to work weekends (attracting unsocial hours enhancement) on a rota basis.
About us
NHS Devon Integrated Care
System
As an Integrated Care System
(ICS), we recognise now more than ever that we can only provide the care that
people really need by working together. Together for Devon therefore represents
a partnership where health and care services work together with local
communities to improve peoples health, wellbeing and care. It aims to
transform health and care services so they are clinically, socially and
financially sustainable.
Our vision is simple: equal
chances for everyone in Devon to lead long, happy and healthy lives. To achieve
this, we have set out six ambitions for the next five years that will help us
transform services including: Effective and efficient care, embedding the
Integrated Care Model, the Devon deal (a citizen-led approach to health and
care), Children and young people, Digital Devon and ensuring Equality.
About NHS Devon
As part of the
Devon ICS, NHS Devon Integrated
Care Board is responsible for the majority of countys NHS budget, anddevelops
a plan to improve peoples health, deliver high-quality care and better value
for money. The organisation is led by a diverse board, with an aim to improve peoples lives in
Devon wherever they live to reduce health inequalities and make sure we can
deliver these services for the long term.
For more
information, visit our ICS website www.icsdevon.co.uk
and our NHS Devon website www.devon.icb.nhs.uk.
Job description
Job responsibilities
Highly motivated and enthusiastic individual to provide and coordinate administrative services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of projects, gathering information and undertaking enquires as and when is necessary for the head of department, teams and the department.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job 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 the Organisation.
Main Duties and Responsibilities
Provide specialist administration support and advice to the teams and/or Sector by:
• Taking telephone calls for the department when out of the office and expected to use their initiative to deal with phone calls and messages
• Sorting and prioritising all incoming mail and e-mail, distributing as appropriate
• Managing the electronic diary for the department, including arranging and changing appointments, prioritising these as appropriate
• Undertaking administrative duties such as photocopying, scanning, faxing, emailing and dispatch of letters
• Ensuring all urgent and/or confidential communications are received and distributed from/to relevant parties in a timely manner
• Organising and planning events/visits/open evenings/care pathways events as necessary supporting information material
• Supporting teams in project management and participating in department events
• Inputting, monitoring and checking data, required for finite and ongoing projects within the teams
• Working with all team members in the collection of information for performance reporting on relevant team projects
• Acting as a point of contact for teams, dealing and responding effectively with complex queries from stakeholders and passing on relevant information to appropriate team members sensitively and autonomously
• Supplying the relevant information required for financial management, supporting the head of department and teams by checking and sending invoices for payment. Ordering stationery as required
• Running and collating reports which may include reports to the Board and senior management as required
• Developing and maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team
• Preparing agendas, taking minutes and distributing notes of meetings including typing up of group discussions and interviews as necessary
• To provide administrative support including when appropriate to all team members to support a range of department initiatives
• Supervises staff in day to day activities as directed
• Working together with other administrators/PA’s within the Trust to provide an effective network of communication including dealing with visitors to the base and being flexible to cover other administrators’ general duties on the base
• Providing guidance and advice on relevant policies and procedures
• Participate in Research and Development activities as directed
• To carry out other appropriate delegated duties as required
• Collect, date stamp and distribute incoming post in a timely manner to the appropriate departments
• Take part in events/Open evenings/visits/presentations to outside agencies as delegated
• Encourage and support team members to meet personal objectives set at appraisals
• Carry out timely annual, 6-monthly and monthly 1.1 appraisals and reviews with team members
• Carry out ongoing data quality audits within the team
• Present succinct reports of audits at Operations Meetings
• Authorise and record all leave within the team
• Co-ordinate all sickness recording
• Complete Return to Work Interviews in a timely manner as per HR Policy
• Co-ordinate team rotas and proactively plan staffing issues
• Ensure all team members’ mandatory training is up to date
• Ensuring all team members are aware of all process changes
• Building and maintaining constructive relationships with a broad range of internal and external stakeholders
Job description
Job responsibilities
Highly motivated and enthusiastic individual to provide and coordinate administrative services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of projects, gathering information and undertaking enquires as and when is necessary for the head of department, teams and the department.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job 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 the Organisation.
Main Duties and Responsibilities
Provide specialist administration support and advice to the teams and/or Sector by:
• Taking telephone calls for the department when out of the office and expected to use their initiative to deal with phone calls and messages
• Sorting and prioritising all incoming mail and e-mail, distributing as appropriate
• Managing the electronic diary for the department, including arranging and changing appointments, prioritising these as appropriate
• Undertaking administrative duties such as photocopying, scanning, faxing, emailing and dispatch of letters
• Ensuring all urgent and/or confidential communications are received and distributed from/to relevant parties in a timely manner
• Organising and planning events/visits/open evenings/care pathways events as necessary supporting information material
• Supporting teams in project management and participating in department events
• Inputting, monitoring and checking data, required for finite and ongoing projects within the teams
• Working with all team members in the collection of information for performance reporting on relevant team projects
• Acting as a point of contact for teams, dealing and responding effectively with complex queries from stakeholders and passing on relevant information to appropriate team members sensitively and autonomously
• Supplying the relevant information required for financial management, supporting the head of department and teams by checking and sending invoices for payment. Ordering stationery as required
• Running and collating reports which may include reports to the Board and senior management as required
• Developing and maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team
• Preparing agendas, taking minutes and distributing notes of meetings including typing up of group discussions and interviews as necessary
• To provide administrative support including when appropriate to all team members to support a range of department initiatives
• Supervises staff in day to day activities as directed
• Working together with other administrators/PA’s within the Trust to provide an effective network of communication including dealing with visitors to the base and being flexible to cover other administrators’ general duties on the base
• Providing guidance and advice on relevant policies and procedures
• Participate in Research and Development activities as directed
• To carry out other appropriate delegated duties as required
• Collect, date stamp and distribute incoming post in a timely manner to the appropriate departments
• Take part in events/Open evenings/visits/presentations to outside agencies as delegated
• Encourage and support team members to meet personal objectives set at appraisals
• Carry out timely annual, 6-monthly and monthly 1.1 appraisals and reviews with team members
• Carry out ongoing data quality audits within the team
• Present succinct reports of audits at Operations Meetings
• Authorise and record all leave within the team
• Co-ordinate all sickness recording
• Complete Return to Work Interviews in a timely manner as per HR Policy
• Co-ordinate team rotas and proactively plan staffing issues
• Ensure all team members’ mandatory training is up to date
• Ensuring all team members are aware of all process changes
• Building and maintaining constructive relationships with a broad range of internal and external stakeholders
Person Specification
Other
Essential
- An ability to maintain confidentiality and trust
- Professional, calm and efficient manner
- Commitment to continuing professional development
- Positive and flexible approach to work
- Must have clear speech and be able to demonstrate good interpersonal skills
Experience
Desirable
Autonomy
Essential
- Ability to work without supervision
- Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines
- Team worker
Qualifications
Essential
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
- Significant administrative/ secretarial experience including initiating and maintaining office systems
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information
- Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, PowerPoint and Access
- Understanding of Confidentiality and Data Protection Act
- Knowledge of NHS issues
Equality and Diversity
Essential
- Promoting equality and diversity in all you do
- Understanding of and commitment to equality of opportunity and good working relationships
Communication skills
Essential
- Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users
- Ability to work under pressure in a busy working environment and able to multi-task
- Effective team working
Desirable
Person Specification
Other
Essential
- An ability to maintain confidentiality and trust
- Professional, calm and efficient manner
- Commitment to continuing professional development
- Positive and flexible approach to work
- Must have clear speech and be able to demonstrate good interpersonal skills
Experience
Desirable
Autonomy
Essential
- Ability to work without supervision
- Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines
- Team worker
Qualifications
Essential
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
- Significant administrative/ secretarial experience including initiating and maintaining office systems
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information
- Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, PowerPoint and Access
- Understanding of Confidentiality and Data Protection Act
- Knowledge of NHS issues
Equality and Diversity
Essential
- Promoting equality and diversity in all you do
- Understanding of and commitment to equality of opportunity and good working relationships
Communication skills
Essential
- Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users
- Ability to work under pressure in a busy working environment and able to multi-task
- Effective team working
Desirable
