About this role
Job summary
The post holder will provide day-to-day operational administration management support to the management and administration teams within the Patient Services Care Group. Working within clearly defined Trust policies, the post holder will lead the team responsible for the effective delivery of clinical administration services and systems and will have delegated responsibility for the management of identified personnel. Working with colleagues across the Care Group to meet capacity demands, this will involve negotiating skills to reallocate work and staffing as and when required.
Key Working Relationships Assistant Service Managers across Northern Lincolnshire and Goole NHS Foundation Trust
Hub Managers across Humber Health Partnership
Team Leaders, Patient Services
Clinical Administration Teams (including ward clerks, receptionists, administrators, etc)
Senior Service Manager within Patient Services
Main duties of the job
You will support the effective implementation of current and new pathways that support patients being treated within waiting time targets or standards.
You will ensure the operational management of clinical administration support teams are effective for the Care Group, the organisation and the Patient.
You will build relationships within the team to support and motivate them, addressing barriers to change and transformation by actively listening and negotiating change to a wide team audience. Coaching skills will be required as team members adapt to new working practices. This will be on an ongoing basis to ensure the annual plans are met.
You will line manage and offer support to Team Leaders/Supervisors within the care group. Providing effective training, development and review of performance in line with Trust policies, recruitment and selection, resolution of disciplinary and grievance issues, and management of sickness absence.
You will ensure the implementation of relevant Trust and departmental policies and procedures and support the Team Leaders/Supervisors in their implementation.
please see JD for all duties
About us
The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.
Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.
Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.
As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.
We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.
Job description Job responsibilities
Leadership / Management Responsibilities and Development
You will support the effective implementation of current and new pathways that support patients being treated within waiting time targets or standards.
You will ensure the operational management of clinical administration support teams are effective for the Care Group, the organisation and the Patient.
You will build relationships within the team to support and motivate them, addressing barriers to change and transformation by actively listening and negotiating change to a wide team audience. Coaching skills will be required as team members adapt to new working practices. This will be on an ongoing basis to ensure the annual plans are met.
You will line manage and offer support to Team Leaders/Supervisors within the care group. Providing effective training, development and review of performance in line with Trust policies, recruitment and selection, resolution of disciplinary and grievance issues, and management of sickness absence.
You will ensure the implementation of relevant Trust and departmental policies and procedures and support the Team Leaders/Supervisors in their implementation.
You will plan and oversee the training for clinical administration teams, supporting the Team Leaders/Supervisors in delivery and ensuring regular evaluation of the training. You will review and adapt training plans as required to meet the ongoing needs of both staff and the service.
You will be responsible for recruitment, training and development of staff, undertaking PADRs (Personal Appraisal Development Review) ensuring compliance with objectives and mandatory training. Providing direct 1:1 line management and support to the Team Leaders/Supervisors.
You will deputise for the Senior Service Manager, attending meetings as required.
You will provide overall management responsibility for completing the e-roster through to authorization (lock down).
You will be required to cover during times of absence for Team Leaders/Supervisors and peer Assistant Service Managers.
Knowledge, Training and Experience
You will undertake policy/procedure reviews and develop new policies/procedures in line with national and local requirements consulting with internal/external departments to ensure policy/procedures and comprehensive and inclusive.
You will work with Information Services colleagues, Assistant Service Managers and Senior Service Manager to ensure robust validation processes are in place, with responsibility for maintaining the organisations performance through accurate and effective data quality.
You will oversee and maintain delivery of key administration performance indicators (KPIs) ensuring any escalations are made to the Senior Service Manager when required.
You will undertake the completion and investigation to closure of incidents that are reported.
You will attend and participate in Trust and Group wide meetings to ensure Patient Services is represented, fully informed and compliant with requirements which affect the day-to-day operational running of the service.
You will monitor and manage a budget for a designated area within Patient Services. Authorising additional hours within budget and escalation of financial concerns or challenges.
You and your Team Leader/Supervisor will be responsible for ordering stock/stationery for your team.
You will work closely with the Team Leaders/Supervisors to ensure staff rotas are robust and efficient.
You will work on your own initiative and meet deadlines in place.
Communications
You will ensure agreed standards for clinical communication (e.g. timeliness and content) are achieved both internally and externally to the Trust.
You will be required to liaise with staff, patient/relative and clinician complaints appropriately, relaying often complex information in a manner that can be understood with sensitivity, tact and diplomacy taking into account any barriers to understanding.
Service Development and Improvement
You will be required to escalate to the Senior Service Manager where performance is at risk and help implement changes to processes and systems to ensure corrective actions are taken. Presentation of issues with a good understanding of possible solutions will be required.
You will represent Patient Services in the development and implementation of projects, and in conjunction with your Senior Service Manager and team(s) actively support the transition and operationalisation of projects into business as usual.
You will support delivery of new ways of working/processes for the clinical administration teams in relation to NHS transformation and improvement. This will include both digital projects and service improvement.
Research, Audit and Innovation
You will ensure the analysis of performance data for management reports is produced for the Care Group Management teams and support the Senior Service Manager in acting on information/reports.
You will participate in Root Cause Analysis exercises where performance is not as required, e.g. breaches of 18-week RTT (Referral to Treatment) and cancer waiting time targets.
You will actively listen to your team and undertake ongoing monitoring, audit and evaluation of processes, documentation and systems and provide suggestions for improvement.
You will undertake relevant service audits to ensure the department is compliant with working practices as defined by service policies/SOPs (Standard Operating Procedures) i.e. Reception Audit.
Whilst the Trust recognises that specific responsibilities fall upon management, it is also the duty of all employees to accept personal responsibility for the practical application of the general policies and procedures of the Trust. You should familiarise yourself with them and ensure that you understand and adhere them.
You should bear in mind the Trusts policies on Health and Safety, Fire Procedures and Equal Opportunities. These are available on the Human Resources Department section of the Intranet.
This job description is not intended to be an exhaustive or exclusive list of duties but is intended to provide an indication of the range of duties that may be undertaken. The postholder will be required to undertake various other duties that are implicit in the smooth running of the services and in accordance with service developments working on own initiative.
Northern Lincolnshire & Goole NHS Foundation Trust reserves the right to modify the job description (in accordance with the grade of the post) and any modifications will be made by mutual consent wherever possible.
The post holder will be subject to a system of Performance Review and Career Development. An individual development plan will be agreed to assist the postholders personal growth to the benefit of the individual and the Organisation as part of the postholders annual appraisal.
For more detailed information, please read the job description linked below.
As a Trust we are keen to offer and encourage flexible working opportunities to address health and wellbeing and work-life balance for our employees, this will have a positive impact on the care we provide.
Flexible working is part of a wider commitment to improve the quality and experience of working life and we recognise that it is a key contributor for the recruitment and retention of our employees.
We therefore support and encourage open conversations around a specific working pattern to suit your work-life balance or a multi-role career, if it works for you and works for the role, we'll do our best to make it happen.
Local flexible working arrangements are developed in partnership between the line manager and employee in order to ensure equality of access to flexible working, as far as practicable, regardless of role, shift pattern, team or pay, based on: patient/service user and staff experience, service delivery and work-life balance of colleagues.
We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.
We strongly value the different perspectives and ideas a diverse workforce brings to deliver better outcomes for our patients. We welcome applications irrespective of peoples age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.
To learn more about Northern Lincolnshire and Goole NHS Foundation Trust, and discover the unique benefits on offer to employees, view our latest videos, plus more, please visit our recruitment website at https://join.humberhealthpartnership.nhs.uk/
In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.
We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers.
Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.
Person Specification
Education Essential
Relevant degree, or equivalent demonstrable occupation experience. Evidence of continued educational and professional development
Desirable
Professional Management Qualification or equivalent
Knowledge Essential
Experience of complex working environment Experience of staff involvement / participation Evidence of working with senior personnel Activity and data management using a range of computerized software Knowledge of NHS key policy initiatives Computer literate in all Microsoft applications with good keyboard skills Analytical skills involving the comparison of a range of options to resolve issues and move them forward
Desirable
Change management /Team leadership ability
Communication & Interpersonal Skills Essential
Effective problem solving, negotiation and decision making skills Clear and effective communication skills, verbal and written Ability to work on own initiative and prioritise and manage own time Work well with in a team Demonstrates understanding of confidentiality Communicate sensitive information to staff regarding disciplinary, performance and grievance issues, requiring empathy. Facilitate learning of others.
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.
Employer details Employer name Northern Lincolnshire and Goole NHS Foundation Trust
Address Trust Wide - DPOW/SGH
Scartho Road
Grimsby
DN33 2BA
United Kingdom
Employer's website https://www.nlg.nhs.uk/ (Opens in a new tab)