Team Lead - Out of Hospital Care

Job responsibilities

Job purpose:

• To lead and develop the Administration Team in the delivery of an effective and responsive support service
• To support the identification and implementation of new ways of working to release clinical time from administrative duties and increase efficiency and effectiveness
• Maintain a high level of confidentiality in the teams work
• To deal effectively with patient queries and complaints
• To promote a healthy and fair working environment for the Administration Team

Main duties:

• To ensure that the team works to deadlines and prioritises workload, working towards KPIs and targets set for the department
• Oversee the patient experience from first contact to discharge, identifying opportunities to improve flow through the service.
• To support quality of work and outcomes in the team by ensuring the team receives appropriate supervision, feedback and development (including appraisals, 121s and absence management meetings).
• Produce service reports and data referring to KPIs and service specifications. Identify trends, issues and suggest improvements or solutions.
• Update and refresh standard operating procedures for the Admin Team, to ensure that they are current and fit for purpose.
• Ensure that information is communicated effectively within the team and that the team work to PICS Policies, Procedures and Values.
• Oversee the welfare of the team, taking advice and seeking support from Senior Management or HR as appropriate.
• Investigate and resolve complaints using PICS policies, procedures and protocols, co-ordinating the response of Clinicians and Management when appropriate.
• Ensuring the smooth running of the team by authorising annual leave, managing performance and attendance and creating rotas, working with the Senior Administrators to resolve issues with cover and updating management records appropriately.
• Recruitment, induction and training of new staff.
• To deal with problems and issues that may arise within the admin team, modelling and enforcing professional standards of behaviour at all times.
• Working to ensure high levels of confidentiality and information governance in your work and that of the team.
• Flexibility in approach to work tasks, able to prioritise a busy workload and work effectively under pressure with conflicting priorities.
• Complete relevant training and lead team meetings

General role requirements:

• Able to establish and maintain positive relationships with colleagues, patients and contractors both internal and external
• Ensuring all duties of the Administration Team are carried out in good time and to the standards of quality and confidentiality expected.
• Excellent communication and conflict management skills.
• Able to lead a team in a non-discriminatory and respectful way
• Able to give feedback to people on their work and address performance issues effectively.
• Able to support team members in a pressurised environment
• Ability to recognise when someone is having difficulty understanding or communicating and respond appropriately
• Ability to analyse, interpret and present data in a meaningful and professional way.
• Able to produce written communication to high standards.
• Able to work with confidential information and ensure that information governance processes are followed
• Ability to make judgements on issues and when to refer onto more senior staff or Clinicians
• Ability to plan and organise your own work and that of others
• Be flexible and adaptable to changing requirements
• To follow PICS policies and procedures

Experience

Essential

• Supervising staff in an effective way
• Updating and refreshing office protocols
• Managing ill health and performance issues
• Supporting service changes to improve customer experience
• Maintain electronic and paper records securely

Desirable

• Working in a similar role in the NHS

Knowledge

Essential

• Knowledge of data protection legislation and how to apply this to a customer service role
• Commitment to the PICS Values and objectives

Desirable

• Understanding of the PICS service delivery model in Pain/Gynae
• CPD in data protection and information governance

Skills

Essential

• Excellent IT skills Microsoft Office (Excel, Word, Outlook)
• Produce, analyse and explain performance data
• Work with a high level of accuracy and attention to detail, with constant interruptions
• Produce professional work to a high standard
• Work as part of a team and use own initiative
• Work effectively under pressure
• Excellent conflict management skills
• Explain information to people verbally and in writing

Personal qualities

Essential

• Good organisational skills able to manage busy workload and have a good attention to detail
• Make sound judgements when prioritising tasks
• Manage own workload and that of others to achieve KPIs
• Work autonomously with minimal supervision
• Create and maintain effective working relationships with team members, senior colleagues and clinicians
• Problem solving ability to anticipate or respond to problems and present solutions
• Flexible and adaptable approach to duties
• Assertive and able to listen
• Calm and courteous under pressure

Other requirements

Desirable

• Change working hours to suit the service
• Travel to different work locations

Qualifications

Essential

• Good standard of general education including Maths and English qualification
• Evidence of relevant and continuing professional development

Desirable

• Relevant qualification e.g. NVQ level 4 in Business and Administration or equivalent
• Management qualification