Community Administration Team Leader
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Job overview
We are seeking an enthusiastic, hardworking and motivated team leader with excellent communication, organisational, time management and attention to detail skills to join our existing Admin Team to support Treatment Rooms, District Nurses, Phlebotomy and Community Matrons.
The successful candidate will provide assistance to the Administration Supervisor in the provision of high quality, efficient, timely, professional and friendly service with excellent customer care. To assist in leading, training, motivating, developing and mentoring staff on the day-to-day operational activities within the team.To plan staff rotas to ensure high quality service to consultants and patients.
The post will be based in St Helens with a need to be flexible to work at different locations if needed. You will be working in a busy environment and closely with the remainder of the Admin Team.
Communication and customer care is key is this team. The post will be varied and a great opportunity to gain new skills and enhance your knowledge and experience by working within varies settings.
A flexible approach to day-to-day tasks is essential, in order to meet the changing demands of the service. Our philosophy is to keep the patient at the heart of everything we do. We look for people who are willing to go the extra mile, not because they are asked to, but because they are committed to being part of a healthcare team that delivers an excellent caring service to our patients.
Main duties of the job- Provide an efficient and effective clinic reception service, coordinating and taking responsibility for the day-to-day running of the area
- Liaise effectively with admin and nursing staff to support the provision of seamless service across the department
- Provide support to other team members in dealing with enquiries and offer non-clinical advice to patients and staff
- Support Admin Supervisor in maintaining and ensuring the continued quality assurance audits are completed in the time scale
- Deputise in the absence of the Administration Supervisor for all enquiries in respect of service
- To be a team leader, leading the shift ensuring all the workload is effectively and efficiently processed including ad hoc office duties
- To provide a comprehensive administrative service to staff and patients
- To be confident, competent, and efficient working on a computer
- Ensure cross cover working where appropriate
- To be responsible for own workload on a day-to-day basis
- Provide an effective administrative service to support the team
- Effective liaison with multi-disciplinary staff/patients/carers/outside agencies, including dealing with appointment/service enquiries
- Responsibility, in conjunction with other administrative staff, for arranging clinics, maintaining records, creating referrals, booking appointments and associated data entry including the retrieval and maintenance of patient records
- Mentor and help train new Administration Assistants on the day-to-day activities of the Department
Working for our organisation
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients.We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Detailed job description and main responsibilities
KEY DUTIES
Administration/Clerical Duties- Organise staff rota’s to effectively cover the areas of responsibility. Provide an efficient and effective clinic reception service, coordinating and taking responsibility for the day-to-day running of the area, ensuring that the clinic reception areas and telephones are not left unattended during normal working hours.
- Liaise with Clinicians and Nursing staff to ensure the smooth running of the clinic. Liaise effectively with the nursing staff to support the provision of seamless service across the department.
- Ensure that timely and effective communications are maintained at all times.
- Provide support and guidance to other team members in dealing with enquiries and offer non-clinical advice to patients, staff and GP surgeries. This may require tact and persuasive skills when resolving problems or difficulties when there is a need to overcome barriers to understanding.
- Assist Administration Supervisor in keeping record of rota’s and time keeping.
- Support Administration Supervisor in maintaining and ensuring the continued quality assurance audits are completed in the time scale, (undisposed clinics, waiting list entry, outpatient procedures).
- Mentor and help train new Administration Assistants on the day-to-day activities of the Department.
- Deputise in the absence of the Administration Supervisor for all enquiries in respect of service.
- Ensure 18-week pathways process is adhered to.
- Make follow-up appointments as required ensuring all departmental instructions are adhered to.
- Arrange ambulances or transport for appointments if required.
- Rearrange appointments from cancellations and non-attendance.
- Input patient attendances and outcomes onto the computerised Hospital Information system/systems.
- Completion of medical insurance forms (Medicash etc).
- Deal with non-attenders (DNA’s) in accordance with the Trust’s Policies and Procedures. Liaising with nursing and clinical staff.
- Register all health record movements on the Case Note Tracking system.
- Provide a reception service for outpatient clinics.
- To deal with patients and their relatives in a friendly and sympathetic manner.
- Respond to enquiries in a positive and helpful manner and deal with telephone enquiries as they arise.
- Direct patients to correct departments.
- Deal with complaints on a first line basis or refer to the relevant department / member of staff. (NB - May occasionally experience stressful or distressing situations).
- Preparation of patient temporary case notes
- Prior to clinics commencing, organise workload to ensure all patients health records checked liaising with Clinic Preparation section regarding health records not delivered/available.
- Ensure front sheets are attached to the case notes for completion by the clinician.
- Liaise with other Trusts.
- Comply with Trust and Departmental Policies and Procedures.
- To meet departmental targets as set by the Departmental Manager
- To be aware of Records Management, Information Governance, Caldicott, confidentiality and data protection.
- Take part in Trust appraisal process, agreeing objectives and a personal development plan annually.
- Ensure patient activity is recorded real time on relevant Trust Information System
- Liaise with consultants, wards, secretaries and other departments to ensure good communications exist within all areas of the Trust.
- Participate in and assist in outpatient audits.
- A flexible approach to working is needed as part-time staff will be expected to cover at times of absence up to full-time, in order to meet the demands of the service.
- Work across all sites of the St Helens & Knowsley Teaching Hospitals Trusts
- As required attend regular mandatory training and other training courses relevant to the job.
- To work towards NVQ qualification/Customer Care
- To support the Trusts clinical governance agenda by understanding the key priorities for change and ensuring that new developments utilise the objectives within the governance agenda.
Person specification
Qualifications
Essential criteria- Educated to GCSE Level or equivalent
- NVQ 3 in Business Administration or equivalent qualification and/or experience
Knowledge & Experience
Essential criteria- Excellent IT skills with knowledge and experience of Microsoft Office products
- Experience working in an office environment
- Previous NHS experience
Skills
Essential criteria- Typing skills
- Audio-typing skills
- Knowledge of medical terminology
- Able to work with limited supervision
- Able to use own initiative and respond to new challenges
- Able to prioritise own workload
- Excellent communication / interpersonal skills
- Ability to manage difficult / sensitive situations
- Ability to work as part of a team
- Ability to accurately maintain computerised and manual systems
- Time management skills
- Good understanding of Trust Internal policies as appropriate
Other
Essential criteria- Able to work the hours and duties required by the post
- Able to adopt flexible approach when required
- Ability to build and maintain good working relationships
- Comply with Trust policies and procedures
- Understanding of confidential nature of role and awareness of Data Protection Act
Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.
Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.
The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce.We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact [email protected]
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision-making process.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
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).
Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click here to check your eligibility before applying for this post as we may be unable to provide sponsorship.
Disclosure and Barring Service Check
If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 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.
Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.
If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.
Flexible Working
We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:
- All employees have the right to request flexible working from day one of employment.
- There is no limit on the number of requests they can make.
- Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to also discuss flexible working options at interview stage.
Working for Team MWL
Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts.Our Staff Health and Wellbeing programme offer a variety of services.
The Trust is a non-smoking across all our sites. Failure to follow this rule could lead to disciplinary action. For more information, see the Smoke Free NHS website
You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
The Trust will not accept applications which are found to be AI generated and will check all applications against AI detection software.
Additional Information
Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.
An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.
Good luck with your application. We hope to welcome you to Team MWL very soon.