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Detailed job description and main responsibilities

MANAGEMENT DUTIES AND RESPONSIBILITIES

• Supervise the day to day work of the administrative team.
• Ensure that patient navigators and other members of the administrative team adhere to Trust policies and standard operating procedures at all times, highlighting to senior management any situations where this is not achievable.
• Manage sickness/absence and recording of annual leave of the team, ensuring service delivery is not compromised.
• Ensure ESR information including annual leave, sickness absence and any changes in employment contracts for the administrative team are maintained in conjunction with HR and payroll.
• Ensure an equitable allocation and distribution of workload across all teams, with staff working flexibly to accommodate the needs of the patients and the clinicians they are supporting.
• Manage the recruitment process for the appointment of new staff with support from the service manager.
• Coordinate and engage in the induction of new team members across the Trust, sharing knowledge and expertise of administrative processes and functions.
• Monitor individual and team performance regularly, holding 1:1 meetings, appraisals (SDRs) according to Trust Policy and team meetings.
• With the support of the relevant manager, be responsible for conducting any investigation with regards to performance and conduct issues in line with Trust policy & guidelines.
• Review probationary periods in line with the policy.
• Ensure the team is compliant with mandatory and statutory training (MaST) in line with Trust requirements for administrative staff, and appropriately trained and competent in standard operating procedures relating to their role including all relevant electronic systems.
• Ensure bank/agency staff time sheets are submitted and actioned in a timely way if required and manage the use of bank/agency staff in a cost effective way.
• Offering support and guidance to team members and where necessary make recommendations to professional services e.g. OH; counselling services etc.
• To order and maintain agreed levels of stationery/non-stock items in the department and authorise orders where appropriate working within allocated budget limits.
• Report and coordinate any maintenance work needed within the department.
• Provide new doctors with instruction for the use of digital dictation and an overview of the administrative support available to them.
• Provide reasonable cross-cover for other administration managers and staff members within the team to ensure a consistent and effective service is maintained at all times.
• Process confidential patient-sensitive documentation to and from patients, other healthcare professionals and external agencies.
• Set expectations regarding levels of World Class Care customer services and ensure all staff understand these and maintain them.
• Provide guidance and operate as the repository of expertise for the specialty areas and patient pathways covered.
• Deal with concerns/complaints as appropriate, immediately escalating where necessary to the appropriate manager for prompt action.
• This job description outlines the current main responsibilities of the post. However the duties of the post may change and develop over time and may therefore be amended in consultation with the post holder.

PATIENT PATHWAY PLANNING

• Understand the standard operating procedures for navigator functions and ensure that team members work to the standard.
• Cascade and/or escalate details of any delays or bottlenecks identified by patient navigators and administrators within the booking process which will affect the patient journey and/or delivery of clinical services.
• Ensure all written or verbal enquiries from patients, carers and external agencies in relation to hospital admissions, appointments and general enquiries are received and responded to in a courteous and diplomatic manner and managed efficiently by the administrative team.
• Ensure patients are communicated with effectively and in a timely fashion in relation to their appointments via email, phone or letter.
• Ensure patient records (manual and electronic) are updated in a timely manner; ensuring that information entered onto the system is in line with the Trust data quality standards.
• Ensure patients’ appointments are booked or changed in line with the Trust access policy, highlighting issues and taking corrective action where necessary.
• Where necessary liaise with the overseas patient officer regarding individual cases.

MONITORING AND REPORTING

• Monitor performance of the team in relation to achieving identified key performance indicators, national waiting list targets, and compliance with standard operating procedures and Trust access policies.
• Ensure effective audit trails are in place to evaluate care pathways and models of practice.
• Produce reports (routine and ad-hoc) as requested by the management team.
• Agree measures with clinicians to monitor outcomes from clinics and or specified services (e.g. the number of attendances, source of referral, DNA rate etc.) and produce monthly performance reports.
• Ensure that patient feedback is captured and cascaded to relevant staff groups.