Single Point of Access & Services Support Manager- Surrey Downs H&C

Surrey Downs Health & Care The main purpose of the role is to provide effective management and leadership to the administration, service support function of the SPA and Specialist Services of the SDHC, particularly in relation to:-
Ensure efficient and effective business and service administrative service support is in place. Responsibility for overall line management and performance of Single Point of Access (SPA) and Administrative service support teams across SDHC specialist services. Ensure all administrative requirements, developments, and day to day operations within business support are implemented. Build a combination of knowledge and expertise in technical skills within business administration Carry out internal investigation of business support related breaches and incidents. Support the implementation of new technologies. Identify cost and operational efficiencies. Develop strong engagement and relationships across the service line, with both administrative support and clinical staff. Cultivate learning and supportive environment where best practice is shared across the service line and adopted as standard operating practice. Promote a culture of continuous improvement and share this knowledge across the service line improve efficiencies. To work closely with service leads and clinicians to ensure KPI's are met and service is run
Main duties of the job
Provide overall professional, operational, and strategic leadership and line management to the administrative and SPA support workforce operating across the SDHC to ensure effective and efficient support is available to all specialist services. Coach and mentor administrative support team lead in all aspects of performance management including sickness, conduct, and capability management. Provide an effective link between administrative support staff and senior management cascading information as appropriate and briefing senior management on relevant and oversee and undertake robust and effective recruitment of business support staff to meet the needs of the service line. Develop robust, efficient administrative processes and procedures that meet the requirements of the SDHC. Alongside the admin managers and team leads, monitor the training and development of administrative support staff against the agreed administration competency Ensure all 1:1s and appraisals are undertaken in a timely manner with objectives being reviewed at regular intervals throughout the year to measure progression.
About usCome and join us! We have an exciting opportunity for at Band 6 role to work across SDHC sites providing a pivotal role between our Operational Managers for Specialist Services and to support SPA and Local Specialist Services Administration Team The Administration teams play a crucial role for entry points to Surrey Downs Health and Care and they ensure that all referrals from hospital, community, primary care and patients themselves are processed as speedily and efficiently as they can be and transferred to one of our service lines. These service lines include our planned care clinics and unplanned care teams such as the community nursing teams and Home First team. The role is challenging but rewarding as you will also ensure that between SPA and Clinic Administration teams we provide a seamless and continuous service from ensuring the referrals are processed safely and efficiently. This is in line with our plans for collaboration and integration bringing Community closer to home, the administration services continue on their journey to deliver safe and effective care, we will continue to work on further transformation and collaboration that we need to make happen over the next few years in line with our system partners. Equally, you will be a strong leader, having experience of data systems, IT systems and be experienced at service transformation and taking the team with you.Job descriptionJob responsibilities Management and Leadership Responsibility for ensuring that:
Provide overall professional, operational and strategic leadership and line management to the administrative and SPA support workforce operating across the SDHC to ensure effective and efficient support is available to all specialist services. Promote a positive, supportive culture conducive to the effective delivery of administrative support services. Coach and mentor administrative support team leads in all aspects of performance management including sickness, conduct and capability management. Provide an effective link between administrative support staff and senior management, cascading information as appropriate and briefing senior management on relevant issues. Oversee and undertake robust and effective recruitment of business support staff to meet the needs of the service line. Develop robust, efficient administrative processes and procedures that meet the requirements of the SDHC. Alongside the admin managers and team leads, monitor the training and development of administrative support staff against the agreed administration competency framework. Ensure all 1:1s and appraisals are undertaken in a timely manner with objectives being reviewed at regular intervals throughout the year to measure progression. Support team leads with HR issues, rotas and ensuring adequate cover across all sites. Liaise closely with all health and non-health professionals within the service line to identify any areas of administrative concern working towards resolution.
To investigate complaints/incidents in relation to admin and clerical function and collate response information in conjunction with the Professional Lead, Quality Governance and Standards.
Deal with service level concerns regarding any issues raised relating to administrative support staff. This will involve liaising with patients who may be upset and using sensitivity and tact try to resolve their concern alleviating the need for a formal complaint to be made.
Establish and maintain effective communication system within areas of responsibilities, both internally and externally. Responsible for dealing with administration staff recruitment, induction, sickness absence, disciplinary, grievance, conduct. This will also involve ensuring mandatory training is up to date. To undertake audits as directed Ensure staff are managed and standards of work are maintained and Trust policies for the management of staff performance are adhered to. Appraisals of staff directly managed are undertaken and that the appraisal process is maintained throughout the team. To lead service developments and be responsible for implementing agreed changes in Services, this will include reviewing admin support for services and reviewing processes such as data collection New and replacement equipment is not used until it has been commissioned in accordance with Trust policy. Appropriate risk and other assessments are completed and documented in a timely manner in accordance with Trust Policy. Equipment is maintained and defective equipment is reported and made safe without delay in accordance with Trust procedures Infection prevention and control procedures are followed by all staff within their area of responsibility. All staff follow Trust clinical governance requirements.
Administrative
To be responsible for maintaining administrative service support staff personnel records. To work in an environment where the work patterns may be disrupted by frequent demands from Senior Management Team and any emergency situations and to respond in a timely fashion to corporate requests for information and change. Leading by personal example to establish a high profile for Governance and excellence across the Service Line working with others to ensure good practice. To be responsible for admin travel claim and Healthroster sign off Management of Healthroster, booking bank/agency staff of multiple specialist services. Training staff and use of multiple approved clinical and EPR management system i.e. EMIS/SystmOne/iPoint/iCM/iPM or any other new systems required to manage SPA and any specialist services To report any long term sickness to Occupational Health for review and co-ordination of appointments. To effectively communicate complex sensitive and confidential information including patient data where required. Regularly participate in working parties and to lead projects proposing policy change and service design to improve services and create efficiencies including departmental moves and relocation where required. To skilfully and flexibly plan, prioritise and manage own time. To carry out project work as deemed necessary To be responsible for compiling statistics and reports. To monitor and review all administration systems within the services to ensure efficient working practices to implement efficiency projects. To be responsible for ordering equipment, consumables or stationary for various services. To liaise and communicate effectively with all levels of staff within the service and the wider Trust as well as with patients, carers, voluntary and external organisations. To ensure data submission, analysis, activity reports, operational reports are up to date and users are aware of deadlines, planning and prioritising workload appropriately. To ensure appropriate risk assessments and other assessments are completed and documented in a timely manner in accordance with Trust policy.
Education
Undertake training and mentoring of staff and other groups as prescribed. To act as mentor offering professional support for administrative and secretarial staff and work with managers and clinical leads to ensure that all staff are competent in the use of IT and familiarised with Trust processes and embedded systems. To take responsibility for identifying own training and development needs, suggestions for improvements to the service and policy changes to the line manager Compliance with Trust arrangements for continuing professional development
Systems Management
Ensure accurate and up-to-date patient details are maintained on patient information systems, such as EMIS/SystmOne or any other EPR systems, in line with the Trust
Information Governance policy.
Ensure business support staff have access to system champions in order to resolve issues locally before requiring escalation. Work with operational managers and corporate partners to ensure data is cleansed in order to produce accurate reporting against areas such as KPIS, waiting lists, incident reports and other necessary clinical information. Identify the impact of the introduction of technology updates on current processes and produce action plans to ensure minimal impact on service delivery, including the use of EMIS/SystmOne and other trust systems. Responsible for, and oversight of, data inputted onto the Health Roster, supporting the administrative team and team leads where necessary.
Resource/Finance Management
Oversight and monitoring of all purchase orders to ensure delays do not occur. Monitoring of all stationery and equipment orders ensuring appropriate stock is always available. Continuous delivery of value for money and Cost Improvement Program as required by the Trust
Estates Management
Working with operational managers/Clinical Leads to ensure safe working environments across the estates footprint. Responsibility for ensuring estates related issues including health and safety requirements, nominated fire officers and first aiders are in place, risk assessments and security measures. Overall responsibility for escalating
Person SpecificationQualificationsEssential
Degree/Diploma or relevant experience Specialist knowledge of a range of management and operational areas acquired through training or equivalent experience
Desirable
Management qualification
ExperianceEssential
Experience in managing Single point of access or similar services Experience in leadership/management role Experience of staff supervision, management of absence and performance management Experience of working in a constantly changing environment Able to suggest changes to and implement policies and procedures and able to propose changes to policies and procedures. Responsible for adapting information systems to meet the changing requirements of the service and able to produce reports as required for role.
Desirable
Experience in staff recruitment and selection training and development
SkillsEssential
Ability to communicate sensitive information with a range of staff, patients, internal and external organisations as required for role. Ability to produce reports for a range of stakeholders and collaboration with the clinical and management team that analyse current service provision and gives recommendations Effective teamwork skills, able to acknowledge own limitations and work with others Excellent organisational skills with ability to organise self and others. Able to work with frequent interruptions and to manage an unpredictable workload requiring frequent long periods of concentration. Ability to analyse complex problems and to develop and implement practical solutions.
Desirable
Knowledge of Health Roster and responsibility for publishing, approving and finalising Understanding of the meaning of Improving Working Lives
Employer detailsEmployer nameEpsom and St Helier University Hospitals NHS TrustAddressLeatherhead Community Hospital Poplar Road Leatherhead KT22 8SDAny attachments will be accessible after you click to apply. 343-SDH&C-6224632
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