About this role
Job summary
Team Leader - Stroke & RehabBand 5 Permanent Full time - 37.5 hours per weekUniversity College London Hospital (UCH) - Queen Square
Job Overview
Applications are invited for this post within the Stroke & Rehab Team.
This is an exciting opportunity to join one of the largest and most successful Foundation Trusts in the UK, with an international reputation and a tradition of innovation. An exciting opportunity has arisen for a proactive, dynamic individual to join our Stroke & Rehab team at the National Hospital for Neurology and Neurosurgery, Queen Square division. We are seeking an enthusiastic and bright individual who enjoys patient contact and working in a busy, friendly, multi-disciplinary team environment to support us in the delivery of our high-quality services.
The post would involve managing a group of administrative coordinators and providing support to the overall smooth running of day-to-day inpatient and outpatient stroke services. This is a fast-paced role with scope to develop your leadership and time management skills as well as lead on improvement projects, specialist clinics and research projects within the service.
Main duties of the job
In this role, you will provide leadership and management to a team of Administrative Coordinators, overseeing performance, task delegation, staffing, and recruitment. You will ensure effective communication within the department and with patients, addressing inquiries and complaints professionally. Operationally, you'll maintain efficient processes, manage clinic preparations, and handle cancellations.
You'll support systems like SSNAP, UKROC, BadgerNet and Redcap ensuring accurate data entry and adherence to policies. Additionally, you will drive service development by identifying trends, addressing issues, and participating in improvement initiatives.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:o University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)o National Hospital for Neurology and Neurosurgeryo Royal National ENT and Eastman Dental Hospitalso University College Hospital Grafton Way Buildingo Royal London Hospital for Integrated Medicineo University College Hospital Macmillan Cancer Centreo The Hospital for Tropical Diseaseso University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
People Management - Provide daily leadership and management to a team of Administrative Coordinators, addressing informal disciplinary matters, managing performance, and overseeing sickness management. - Assign tasks within the team, considering departmental priorities, and delegate responsibilities appropriately. - Ensure the department is adequately staffed through effective rota management and strategic leave planning. - Conduct annual appraisals, support staff development, and facilitate work-based training for team members. - Lead the induction and continuous development of administrative staff, identifying and addressing training needs. - Play a key role in the recruitment and selection process, including shortlisting, assessments, and interviews. - Foster effective communication within the team by sharing information regularly and providing ongoing feedback. - Welcome and integrate new team members, ensuring they are equipped with the necessary tools and training. - Provide cross-coverage for other administrative roles within the stroke services as required. Communication and Patient Liaison - Ensure clear, effective, and appropriate communication within the department, particularly with the multi-disciplinary team. - Ensure patients and visitors are treated with kindness, respect, and dignity at all times. - Promptly address patient and visitor inquiries, using expertise and judgment to resolve more complex issues. - Handle patient complaints professionally and courteously, ensuring they are resolved quickly and effectively. Operational Management - Maintain and enhance operational processes to ensure the efficient functioning of stroke services. - Ensure that clinic rooms are fully prepared and available, with all necessary documentation and IT systems in place. - Manage same-day clinic cancellations and rebook patients promptly to avoid breaches of regulatory targets. - Attend MDT meetings or clinic pre-meetings to proactively identify and assist with administrative tasks. - Oversee the accuracy and availability of clinic documentation and supplies. - Proactively address capacity challenges and efficiently resolve complex operational queries. - Access and Systems Management - Support the team in effectively using relevant systems, including SSNAP, ensuring accurate entry of patient information. - Ensure adherence to the Trusts Elective Access Policy and RTT (Referral to Treatment) targets, while also complying with SSNAP data requirements and deadlines. - Ensure all patients are reconciled at the end of the clinic, including proactively gathering outcomes from clinicians and updating SSNAP records as needed. - Resolve booking issues promptly and ensure satisfactory resolutions for patients, including addressing any issues related to SSNAP data submissions. Service Development and Improvement - Identify trends and take appropriate action to address emerging issues. - Gather and present data on service performance, identifying areas of underperformance and suggesting improvement strategies. - Actively participate in service improvement initiatives, keeping the clinical and management teams informed of progress.
Come and be a part of the best NHS trust in England to work for, according to our staff*
* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person Specification
Knowledge and Qualifications Essential
Expert knowledge of the full range of administrative procedures, acquired through degree or equivalent training and previous experience of working in an administrative environment Knowledge and experience of information systems used for the storage and retrieval of sensitive personal information Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act Knowledge and practical awareness of national stroke and Rehabilitation datasets and systems including SSNAP, UKROC, REDCap, and BadgerNet.
Experience Essential
Experience of working in a non- routine environment, with demonstrable evidence of problem solving and resolving issues as they arise. Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery Experience of supervising a team of staff, OR Experience of project management and change methodology Experience of supporting patients across the Stroke and Rehabilitation pathway, including inpatient and outpatient care. Experience with managing complex staffing cases, working closely with ER, HR and following trust policy.
Desirable
Previous NHS experience, or experience of working in a healthcare setting
Skills and Abilities Essential
Able to analyse and interrogate data and performance information, using experience and judgement to make recommendations on actions Ability to make decisions in a constantly changing environment (e.g. clinic setting) using judgement to deal with queries or escalate where necessary. Able to deal with sensitive information with tact, diplomacy and understanding
Communication Essential
Able to communicate complex or sensitive personal information clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives) Experience of communicating with patients post-stroke or with traumatic brain injury, including those presenting with communication, cognitive, or behavioural impairments, adapting communication style to meet individual patient needs supporting where appropriate.
Responsibilities towards promoting Equality Diversity and Inclusion Essential
Demonstratable understanding of the Equality, Diversity, and Inclusion and/or Knowledge of the NHS obligations under the Equality Act 2010 and the Public Sector Equality Duties Able to work independently, managing own workload and allocating work appropriately to others. Able to induct new staff into the department, providing training to new colleagues. Able to supervise a team of colleagues, providing day to day management and support, including delegating tasks and work allocation. Willingness to continue to learn and develop in the role, taking part in learning and development activities in line with the Trust's Admin Staff learning and development framework.
Specific Requirements Essential
Flexible approach to shift patterns and location, including flexibility regarding working hours (e.g. early mornings, evenings and weekends) On site working only
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such 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.
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).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name University College London Hospitals NHS Foundation Trust
Address National Hospital for Neurology & Neurosurgery
Queen Square
London
WC1N 3BG
United Kingdom
Employer's website https://www.uclh.nhs.uk (Opens in a new tab)