Business Support Officer

Job responsibilities

Deliver an effective and competent level of staff management within the 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-including process alignments and improvements 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 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.

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.

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.

Support in the development across the organisation in the personalisation agenda and to support the pathway delivery for Personal Health Budgets within NHS Continuing 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 specialties, functions and projects.

Manage all recruitment processes required within the service, attending interview panels where required.

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, business plans and the development and implementation of improvement programmes to achieve quality outcomes and monitor outcomes.

Work proactively with the Business Manager to ensure delivery and compliance with key performance indicators.

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 stakeholder 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.

Support training and induction of new staff.

Contribute 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.

Work collaboratively with and offer advice to, internal and external agencies across Derby and Derbyshire.

Deal appropriately with enquiries or concerns relating to NHS Continuing Healthcare, responding appropriately or referring individuals where necessary to the Business Manager or appropriate clinician.

Provide support to staff within the business, to facilitate the maintenance, development and rollout of systems/processes, and to ensure that staff receive support in the use of systems in which the business operates.

Coordinate administrative services within the department, supervising and line managing junior administrative staff within the department as required.

Provide high quality placement services to internal / external customers, to meet with assessed needs as identified in the care plan subject to budgetary approval. Ensuring that the service and hours arranged relate to the outcomes as identified within the care plan.

Ensure that all data systems are kept up to date to allow accurate and detailed reporting capabilities, this could be for internal or external requirements.

Collect data from specialities within the Continuing Healthcare team to produce reports on performance, including negotiating and reminding colleagues of deadlines, e.g. priority allocation reports.

Participate in the development of systems and processes to facilitate the development of the Continuing Healthcare service for our patients, customers and stakeholders.

Identify trends and to develop the performance and effectiveness of the business management team, this would include monitoring Key Performance Indicators.

Participate in specific research and development projects relating to process and efficiency improvements as required and be able to report on findings.

Participate in objective setting and monthly 1:1 meeting with line manager and attend all NHS MLCSU mandatory training and other training relevant to role. Take every reasonable opportunity to maintain and improve professional knowledge.

Escalate quality concerns to the appropriate individual in a timely manner.

Plan, organise and coordinate complex activities, including workshops, meetings and a range of events related to the teams needs.

Deal with care providers, including challenging incorrect care charges.

Be responsible for ensuring their mandatory training is up to date.

Experience

Essential

• oDemonstrable skills in the development and improvement of performance monitoring systems
• oPrioritisation skills and the ability to manage and work within tight resources and timescales
• oProven experience of dealing with difficult, challenging or stressful telephone calls and managing appropriately
• oBusiness Process Improvement skills
• oRecent experience of staff management
• oPrevious experience of working within a healthcare environment
• oProven experience on delivery of standard operating procedures and the ability to highlight instances where these need to be reviewed or amended for continuous improvement

Desirable

• oWorking experience of the development and maintenance of MS SharePoint
• oProven experience of working in a contract management function
• oExperience of working in a multi-disciplinary team
• oExcellent IT skills and experience of using all Microsoft packages such as Word, Excel, Visio and Access
• oExperience of data analysis
• oExperience of previous project monitoring

Qualifications

Essential

• oEducated to degree or Diploma level or equivalent relevant experience

Desirable

• oEvidence of Continued Professional Development

Skills, Knowledge & Competencies.

Essential

• oKnowledge of principles of confidentiality
• oCompetent ICT skills including Microsoft packages
• oExcellent written and oral communication skills
• oExcellent listening skills
• oExcellent interpersonal skills
• oExcellent organisational skills and the ability to self-manage workload
• oAbility to work without direct supervision
• oExcellent time management skills
• oAbility to meet deadlines
• oAbility to influence others and manage change

Desirable

• oUnderstanding of multi-agency working
• oAudit and budget management experience
• oUnderstanding of NHS Continuing Healthcare and Health and Social Care services
• oGeneral Business Management Knowledge
• oUnderstanding of Finance Processes

Personal Qualities.

Essential

• oWillingness to work autonomously, Self-motivated and enthusiastic
• oAble to contribute to performance improvement, taking the lead for identified areas and overall day to day management of the administration team's performance
• oOrganised and systematic approach to work with the ability to resolve problems
• oAbility to prioritise own workload and team's workload on a day-to-day basis and work to ever changing demands
• oAbility to plan and implement project data collection systems that will provide accurate and timely data
• oAbility to establish effective working relationships both internally and externally
• oAble to work closely with other team members to ensure delivery and compliance with key performance indicators and other performance metrics
• oProven time management skills
• oExcellent communication skills, both verbal and written, with all levels of staff and external organisations
• oAble to deal with complex, sensitive and contentious matters in a professional and empathetic way

Desirable

• oAccess to a car and ability to drive
• oWilling to learn quickly and take on new challenges

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.

Certificate of Sponsorship

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).