Job summary
- Main area
- Administration
- Grade
- NHS AfC: Band 5
- Contract
- 12 months (fixed term 12 months)
- Hours
- Full time - 37.5 hours per week (Service runs Monday to Saturday 10am to 8pm)
- Job ref
- 812-EC-03-CHIS-CR
- Employer
- Hertfordshire Community NHS Trust
- Employer type
- NHS
- Site
- HCT wide
- Town
- Welwyn Garden City
- Salary
- £29,970 - £36,483 per annum (pro rata)
- Salary period
- Yearly
- Closing
- 01/11/2024 23:59
- Interview date
- 13/11/2024
Employer heading
Call and Recall Team Administration Manager
NHS AfC: Band 5
Job overview
Hertfordshire Community NHS Trust (HCT) provides community-based healthcare services in Hertfordshire, West Essex and parts of the East of England with a value driven approach that is innovative, caring and agile. HCT's Child Health Information Service and Community and School Aged Immunisation Service (CSAIS) work together with other stakeholders to identify eligible individuals and provide immunisations in community and school settings, as well as providing dynamic responses to disease outbreaks wherever required.
The role is to manage a team of call and recall administrators and develop the service offer. The call and recall service is a virtual call centre which contacts parents and carers of defined cohorts of children and young people, and other adults, to advise them that vaccines are due and either books into existing HCT clinics or directs individuals to the GP.
Main duties of the job
- To provide leadership to a team of administrators who work on a rota basis across Monday to Saturday, 10am to 8pm, to contact individuals, or the parents/carers of children and young people, eligible for vaccination.
- To provide team lead support for Call & Recall processes, including sickness reporting and monitoring, performance reporting and monitoring, annual and other leave processes, working closely with EoE CHIS Operational Management.
- To work with Specialist Immunisation Practitioners who will provide clinical advice and support.
- Act as a point of contact for the team in an appropriate and sensitive manner supporting new staff with training when required and providing staff with support where needed, applying leadership skills across the team and its hybrid homeworkers across the region.
- Take responsibility for co-ordinating staff in the event of having to implement business continuity plans, including responses to emerging incidents in stakeholder organisations, keeping senior leadership informed.
Working for our organisation
A big thank you for considering joining us at Hertfordshire Community NHS Trust
You’ll find it a great place to work with many benefits offered to you as a member of our staff
We put our patients, their families and carers at the centre of our vision - Outstanding Services and Healthier Communities
Our staff are proud to be Innovative, Caring and Agile in their work to help achieve the Trust vision
We welcome diversity in our workforce and are interested in applicants from all backgrounds and ages
We don’t want you to miss out so we’d like you to know that if we have a high level of interest in this role, the vacancy may close prior to the advertised closing date, so please make your application as soon as possible - Apply now
You’ve made a great decision to apply to join to HCT - we’re looking forward to taking the next steps of the journey with you.
Detailed job description and main responsibilities
- To be supportive providing oversight for and ensuring that agreed SOPs are followed by the Call & Recall Team to ensure that data is processed safely and accurately with the intention of meeting service key performance indicators.
- Use established processes to assess and monitor team and individual performance, resolving issues locally where possible but escalating when required.
- Efficiently manage the call and recall administrator team to ensure a seamless delivery of administrative services for HCT call and recall.
- Management will include handling rotas, roster, leave requests, sickness and all other aspects of team management, as required.
- To support the team to work towards agreed objectives, which may change daily.
- Liaise with the Call and Recall Leads as required.
- To support the team with difficult conversations and challenging interactions, as they arise.
- To ensure the team keep accurate records both on the Electronic Patient Record and the trackers.
- To liaise with the CSAIS teams when needed to ensure clinics provided are suitable for the need.
- To use own judgement to plan and organise work within the agreed priorities and timescales referring to the Call & Recall Team Lead for support and clarification when necessary.
- Maintain a high degree of professionalism, particularly when interfacing with the public, team members and other stakeholders.
- Develop the process of client and user satisfaction feedback to help develop service provision.
- Maintain and update Standard Operating Guidance as needed for the Call and Recall team.
- To meet with external stakeholders, including NHS England commissioners, as required.
This interview will include a short test on MS Excel - please ensure you have access to computer in order to complete the test.
Interview date will be 13th November 2024 via MS Team.
Person specification
Qualifications and Training
Essential criteria
- Educated to level 6 (degree level) or equivalent in a relevant specialism or demonstrable equivalent level of knowledge gained through experience in similar roles
- Previous team leadership experience
- Proficiency in Excel
Desirable criteria
- Evidence of CPD
- Proficiency in SystmOne
Experience
Essential criteria
- Previous working experience in a team leader role
- Ability to organise work for self and others in an environment where there are conflicting demands and needs
- Ability to communicate when barriers to understanding exist
- Experience of accurate, efficient record keeping
Desirable criteria
- Experience of managing resources cost effectively
Knowledge
Essential criteria
- Able to learn specific internal IT programmes and be able to competently use on a daily basis
- A basic understanding of the UK routine immunisation schedule
Skills
Essential criteria
- Flexible approach to working practices
- Ability to prioritise workload and assist others in their time management, role modelling excellent organisation skills
- Be able to cope with constant changes in work patterns and at times conflicting expectations for output, whilst continuing to work in a role that demands extremely high levels of accuracy and working at pace with frequent interruptions
- Good time management
Other
Essential criteria
- Able to work from home
- Able to attend team meetings as required at specified locations
Experience
Essential criteria
- Ability to motivate others and provide a positive role model
- Able to work both independently and in a team
- To be accurate, flexible, and proficient working under pressure
- Adept at developing positive working relationships amongst groups of colleagues and across varied stakeholders
Skills
Essential criteria
- Clear, confident, and effective communication and leadership skills - able to apply empathy in a sincere, but professional manner to engage and appease stakeholders and engage team positively
- Assertive when necessary and appropriate
- Ability to communicate confidently and effectively with internal and external agencies
Other
Essential criteria
- Willingness to uphold the Trust and NHS values
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Emily Chedy
- Job title
- Clinical Quality Lead
- Email address
- [email protected]
- Telephone number
- 07847544924
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