Administration Team Lead Physiological Sciences

George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.

The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.

Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join #TeamEliot.

Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.

We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further

We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.

Job overview

Interview Date: 7th March 2025

**This post may close early due to high numbers of applications, so you are advised to apply promptly**

All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.

A great and friendly place to work, so bring your passion, commitment and expertise and enjoy the opportunities to make a difference every day.

#JoinTeamEliot

We are seeking a dynamic and motivated individual to join our team as a Band 4 Administration Lead. If you are passionate about providing high-quality care to a range of patients and possess the necessary skills and experience, we would love to hear from you.

• To work with the Operational & Physiological Sciences Service Manager to assist in developing and maintaining an efficient and effective administrative service which meets Departmental, Trust and National standards, policies and procedures.
• To contribute towards the operational management of all administration staff within the Department. To act as a source of advice and guidance regarding department referrals and list fulfillment and be responsible for the management of the department waiting lists according to national guidance.
• The post holder is responsible for monitoring and maintaining the department appointment bookings, rescheduling and ensuring that all patients are seen within the guidelines needed to ensure compliance with National guidance and the 2 week wait.
• The post holder is responsible for identifying appointment short falls and capacity issues and to manage the availability to ensure that patients don’t breach. They will liaise with Physiologists, Consultants and Nursing staff to provide a comprehensive service to enable patients to be booked their appointments within national guidelines.
• The post holder is available for advice to Managers of the Directorate, Consultants, Nursing staff and all departments in relation to waiting list initiative clinics.

Working for our organisation

Here at George Eliot our vision to 'excel at patient care' takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:

Effective Open Communication

excellence and safety in everything we do

Challenge but support

Expect respect and dignity

Local health that inspires confidence

Benefits: On-site nursery, 27 days minimum annual leave (pro rata) plus bank holidays, cycle to work scheme, flexible working, extensive in-house course learning directory, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.

• To be responsible for the smooth running of the appointment booking system on a day-to-day basis. The post holder will be the first point of contact for any issues with patients and staff - This requires a wide range of communication skills including receiving complex information, strong motivational and negotiating skills and the ability to remain calm and think logically to resolve an issue.
• To ensure that patients don’t breach either statuary requirement of national guidance or the 2-week cancer wait and diagnostic wait times. To be able to develop and amend systems that ensure this is monitored and reported on and to be able to use persuasive and sympathetic skills to be able to ensure this happens.
• If unable to resolve any issues, have the ability escalate the enquiry to the appropriate persons.
• To communicate with a range of clinical and non-clinical staff concerning progress against quality standards e.g. waiting times & patient treatment schedules. Facilitates communication between different clinical services
• To be responsible for the operational management of the Physiological Sciences administration staff - This will require monitoring Departmental performance against set objectives and standards using appropriate data, reporting exceptions to the Manager; contribute to the review and implementation of Departmental administration procedures; assist with the day to day management of administration staff, including attendance and performance monitoring; undertaking staff training and development as required; participation in staff appraisals & KSF’s; participation in the recruitment and selection of administration staff, including the completion of relevant documentation; implementing and maintaining an efficient office management system to enable the Department to optimise their patient care services including ensuring equipment, levels of stock and stationery are maintained.
• To ensure, wherever possible, that all documentation is up to date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary -This will require effective collaboration with all relevant personnel to maintain an efficient administrative system; building good working relationships with appropriate internal and external Departments, planning and monitoring activity levels to ensure optimum use of staff resources, reporting related issues to the Physiological Sciences Service Manager; manipulation and distribution of appropriate correspondence. Escalate any issues to the internal or external departments. This will also need a wide knowledge of trust software systems along with the Microsoft office packages / ERS / Lorenzo / PACS etc.
• To continually contribute to patient and business improvement Agendas - This will require undertaking any appropriate project work relevant to your role, including obtaining information from the Internet, collation and reporting of data to produce reports and spreadsheets, utilising relevant Trust IT systems, as determined by the role, ensuring all relevant patient data is collected and input accurately in line with Trust guidelines.
• To support team members - This will require providing cross-cover in the absence of colleagues to meet service needs and being the point of contact for urgent issues that arise.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.

Person specification

Experience and Knowledge

• Experience of communicating effectively with a variety of professionals and outside agencies
• Communicating complex, sensitive information where persuasive conversations are required
• Excellent office administration support skill set

• Experience of working within an NHS Trust or similar healthcare setting
• Respiratory and Cardiac knowledge/experience

Qualification and Professional Training

• NVQ level 3 /Business qualification or equiv
• Good general standard of literacy and numeracy
• Evidence of development in previous job roles
• Maintenance of skills and knowledge base through mandatory training and work experience
• Willingness to undertake additional training, on the job and / or formally to carry out the duties required

Skills and Abilities

• Exercises Judgment when dealing with enquiries and analysing data to support & resolve
• Ability to work independently, plan and organise activities.
• Ability to work on own initiative.
• Excellent verbal and written communication skills
• Understanding of the need for confidentiality
• Demonstrate diplomacy, sensitivity, and ability to analyse situations
• Able to work both independently and as part of a team.
• Work with the team, inputting data etc
• Ability to allocate work and problem solve for the team, answer queries, and chase progress against actions

Personal Qualities

• Able to respond to incidental contact with patients.
• Team Player
• Exceptional organisational skills
• Able to work to tight deadlines
• Exceptional communication skills
• Good time management skills
• Able to work autonomously using own initiative
• Flexible approach to work to meet the needs of the service.

Please note:

You will not be able to track the progress of your application or receive messages via the NHS Jobs website. Furthermore, as an employer, we will not be able to respond to any emails/messages sent to us via the NHS Jobs website.

By applying for this post you are consenting to George Eliot Hospital NHS Trust transferring the information contained in this application to its preferred applicant management system, TRAC.

The Job application data you provide will be used to assess your application for employment at GEH, to verify your information and conduct reference checks, and to communicate with you. If you accept employment with GEH, the information collected will become part of your employment record and will be used for employment purposes.

All information provided will be used for recruitment purposes only and processed in a lawful, fair and transparent manner.

Other:

The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is a mandatory requirement for all newly appointed staff to complete a Disclosure and Barring Service application.

In response to NICE guidance and to support the reduction of health harm from tobacco, the Trust has a smoke-free site policy which applies to anyone on Trust sites. Staff who smoke will be supported to quit or not smoke whilst on Trust sites.

We define diversity as valuing everyone as an individual – taking pride in that we value employees, job applicants, students, volunteers, patients and visitors as people. This is reflected within our excel behaviours with a vision to create a workplace that represents a culture of kindness, joy and inclusion.