TLCP Operations and Human Resource Administrator
The Lewisham Care Partnership
The closing date is 08 May 2024
Job summary
To support the efficient management and operations of the site team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the Site.To provide support in the provision of a Human
Resources service to TLCP. To take responsibility for specific areas of work
within TLCP both Operationally and Human Resources related.
Main duties of the job
Human Resources tasks
will include:
- Advertising posts
- Assist in developing job descriptions and person specifications
- Arranging/conducting interview dates
- Obtaining CVs
- Sending out unsuccessful letters to applicants
- Offer letter of position including terms and conditions
- Assist manager in issuing of work contracts
- Organise and process DBS checks for new recruits and current staff
as appropriate
- Communication:
The post-holder should recognize the importance of effective
communication within the team and will be involved in:
- Updating our TLCP Website
- Responding to various social media platforms including NHS net comments
- Creation and editing of newsletter content and design for staff and patients
- Patient Participation Group.
- Complaints
:
- Be the first point of contact for individuals
or their representatives wishing to raise a concern or complaint regarding a
service.
- Acknowledge
all complaints and categorise.
- Provide
non-clinical advice to patients/service users or carers and be responsible for
escalating a concern or complaint where patient safety appears to be at risk.
- Manage
all individual complaints from initial contact to liaising with and advising
clinicians and senior managers who are responsible for providing investigation
and complaints responses.
- Input and maintain up
to date comprehensive records including all complaints logging, recording of
subjects, recommendations, outcomes and learning.
About us
The Lewisham Care Partnerships is an
established Super Partnership/PCN bringing together 5 practices in central
Lewisham, South East London with a total practice population of 55,000.
We are a very innovative team, seeking to push through good
ideas that improve both patient care and our staff team work life balance. Weare looking for an PCN Operation Lead and CQC compliance
officer to join our diverse and energetic team. Our 5 care sites include, the St Johns Medical Centre , the
Honor Oak Group, Belmont Hill , Morden Hill and Hilly Fields care units all
located within Lewisham.
Job description
Job responsibilities
Human Resources tasks
will include:
- Advertising posts
- Assist in developing job descriptions and person specifications
- Arranging/conducting interview dates
- Obtaining CVs
- Sending out unsuccessful letters to applicants
- Offer letter of position including terms and conditions
- Assist manager in issuing of work contracts
- Organise and process DBS checks for new recruits and current staff
as appropriate
- New starter checks e.g. obtaining bank details, P45, next of kin.
- References obtaining
- Induction of new staff
- Organise exit interviews and assist if appropriate/required
- Arrange staff events- i.e. Christmas party
- Assist in creating new or updating
existing HR policies
- Liaison with TLCP HR support provider in employment law
- Keeping up to date records on colleagues on HR Software
- Assist with HR reporting and data analysis as needed e.g. absence-
holidays, sick leave, etc.
- Managing and recording staff mandatory training log
- Assisting line managers in the
management of sickness absence.
- Assisting line managers in
non-complex disciplinary cases
- Assisting managers in the early
stages of the employee grievances
- To
assist managers in handling disciplinary cases, including participation in
the investigation of cases as allocated by the HR Manager. To participate
in hearing first stage minor offence disciplinary cases in accordance with
TLCP procedure.
- To
assist with Managers to achieve a positive employee relations environment
and to resolve issues constructively as requested
- Support HR initiatives and programs, such as
employee engagement activities, performance management and training programs.
- Communication :
- The post-holder should recognize the importance of effective
communication within the team and will be involved in:
- Updating our TLCP Website
- Responding to various social media platforms including NHS net comments
- Creation and editing of newsletter content and design for staff and patients
- Patient Participation Group
Complaints
:
- Be the first point of contact for individuals
or their representatives wishing to raise a concern or complaint regarding a
service.
- Acknowledge
all complaints and categorise.
- Provide
non-clinical advice to patients/service users or carers and be responsible for
escalating a concern or complaint where patient safety appears to be at risk.
- Manage
all individual complaints from initial contact to liaising with and advising
clinicians and senior managers who are responsible for providing investigation
and complaints responses.
- Input and maintain up
to date comprehensive records including all complaints logging, recording of
subjects, recommendations, outcomes and learning.
- Ensure
that all cases are investigated within the time limits of the TLCP Complaints
procedure to required standards
- Communicate
verbally and in writing with complainants to discuss the management of their
complaint and offer information on the process that will be followed
- Ensure that
complainants are kept informed at all stages of the progress of their complaint
including when changes or delays occur within the agreed timescale
- Liaise with all levels
of staff across the organisation to ensure that complaints are handled speedily
and effectively
- Contribute to learning lessons events so that
actions can be implemented across the TLCP.
- Coordinate meetings
between complainants and staff, chairing or taking notes where required
- Keep the website
complaints pages up to date
- Undertake complainant satisfaction surveys,
analyse and communicate the results, making recommendations for improvement
where necessary
- Maintain an up to date
knowledge of the NHS Complaints Regulations requirements
- The site operation administration responsibilities
include:
- Overseeing the administration and assisting with the operations of the
site, ensuring staff achieve their primary responsibilities
- Line managing junior administrative staff, supporting staff development,
providing guidance and direction, ensuring staff are up to date with mandatory
training
- Completing staff appraisals as required in conjunction with the
management team Identifying and delivering team training where required
including mandatory training in
conjunction with HR team )
- Involvement in administration staff rotas
- Assist in developing, implementing and embedding efficient office
processes and procedures to adhere to current and future legislation
- To assist
the management team meet CQC requirements in preparation and visits
- Acting as a focal point for the Site ,managing requests from external
organisations such as the local police, solicitors, DVLA and other agencies
- Coordinating the provision of temporary administrative and reception
staff ensuring sufficient cover is provided for periods of leave and other
staff absences
- Supporting the
management team in premises management to ensure that the facilities are kept
clean and functioning
- Updating the appointment system/rota to reflect leave and other approved
absences
- Oversee clinical and non-clinical stocks management
- Support
and manage any site based IT issues
- Assist the management team
with the Significant Events process
Job description
Job responsibilities
Human Resources tasks
will include:
- Advertising posts
- Assist in developing job descriptions and person specifications
- Arranging/conducting interview dates
- Obtaining CVs
- Sending out unsuccessful letters to applicants
- Offer letter of position including terms and conditions
- Assist manager in issuing of work contracts
- Organise and process DBS checks for new recruits and current staff
as appropriate
- New starter checks e.g. obtaining bank details, P45, next of kin.
- References obtaining
- Induction of new staff
- Organise exit interviews and assist if appropriate/required
- Arrange staff events- i.e. Christmas party
- Assist in creating new or updating
existing HR policies
- Liaison with TLCP HR support provider in employment law
- Keeping up to date records on colleagues on HR Software
- Assist with HR reporting and data analysis as needed e.g. absence-
holidays, sick leave, etc.
- Managing and recording staff mandatory training log
- Assisting line managers in the
management of sickness absence.
- Assisting line managers in
non-complex disciplinary cases
- Assisting managers in the early
stages of the employee grievances
- To
assist managers in handling disciplinary cases, including participation in
the investigation of cases as allocated by the HR Manager. To participate
in hearing first stage minor offence disciplinary cases in accordance with
TLCP procedure.
- To
assist with Managers to achieve a positive employee relations environment
and to resolve issues constructively as requested
- Support HR initiatives and programs, such as
employee engagement activities, performance management and training programs.
- Communication :
- The post-holder should recognize the importance of effective
communication within the team and will be involved in:
- Updating our TLCP Website
- Responding to various social media platforms including NHS net comments
- Creation and editing of newsletter content and design for staff and patients
- Patient Participation Group
Complaints
:
- Be the first point of contact for individuals
or their representatives wishing to raise a concern or complaint regarding a
service.
- Acknowledge
all complaints and categorise.
- Provide
non-clinical advice to patients/service users or carers and be responsible for
escalating a concern or complaint where patient safety appears to be at risk.
- Manage
all individual complaints from initial contact to liaising with and advising
clinicians and senior managers who are responsible for providing investigation
and complaints responses.
- Input and maintain up
to date comprehensive records including all complaints logging, recording of
subjects, recommendations, outcomes and learning.
- Ensure
that all cases are investigated within the time limits of the TLCP Complaints
procedure to required standards
- Communicate
verbally and in writing with complainants to discuss the management of their
complaint and offer information on the process that will be followed
- Ensure that
complainants are kept informed at all stages of the progress of their complaint
including when changes or delays occur within the agreed timescale
- Liaise with all levels
of staff across the organisation to ensure that complaints are handled speedily
and effectively
- Contribute to learning lessons events so that
actions can be implemented across the TLCP.
- Coordinate meetings
between complainants and staff, chairing or taking notes where required
- Keep the website
complaints pages up to date
- Undertake complainant satisfaction surveys,
analyse and communicate the results, making recommendations for improvement
where necessary
- Maintain an up to date
knowledge of the NHS Complaints Regulations requirements
- The site operation administration responsibilities
include:
- Overseeing the administration and assisting with the operations of the
site, ensuring staff achieve their primary responsibilities
- Line managing junior administrative staff, supporting staff development,
providing guidance and direction, ensuring staff are up to date with mandatory
training
- Completing staff appraisals as required in conjunction with the
management team Identifying and delivering team training where required
including mandatory training in
conjunction with HR team )
- Involvement in administration staff rotas
- Assist in developing, implementing and embedding efficient office
processes and procedures to adhere to current and future legislation
- To assist
the management team meet CQC requirements in preparation and visits
- Acting as a focal point for the Site ,managing requests from external
organisations such as the local police, solicitors, DVLA and other agencies
- Coordinating the provision of temporary administrative and reception
staff ensuring sufficient cover is provided for periods of leave and other
staff absences
- Supporting the
management team in premises management to ensure that the facilities are kept
clean and functioning
- Updating the appointment system/rota to reflect leave and other approved
absences
- Oversee clinical and non-clinical stocks management
- Support
and manage any site based IT issues
- Assist the management team
with the Significant Events process
Person Specification
Qualifications
Essential
- GCSE English (C or above) and at least three others
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
Desirable
- Experience of leading/managing a team
- Experience of providing appraisal writing and staff development
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Desirable
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
- EMIS/System One/Vision user skills
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
Person Specification
Qualifications
Essential
- GCSE English (C or above) and at least three others
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
- Leadership and/or management qualification
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
Desirable
- Experience of leading/managing a team
- Experience of providing appraisal writing and staff development
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Desirable
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
- EMIS/System One/Vision user skills
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Desirable
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.
