Job Description

Surrey Downs Health & Care



This is an exciting opportunity for a highly motivated, innovative individual, who is passionate and influential and can demonstrate strong Administration skills within a busy administration team to support Community Services.



As an integral part of the team, you will be expected to demonstrate exceptionally diverse communication skills. Have an aptitude for people management and the professional competence to make informed decisions regarding administration processes and pathways to ensure effective patient journeys throughout the department.



Applicants for this innovative and dynamic role should have values in line with our Trust values and will need to have demonstrable experience in monitoring and managing performance & quality targets and budgets at a basic level. They will be driven to transformation, and integration and have a collaborative approach. Also, they will need to be able to work in a calm, logical, and methodical way but be able to multi-task whilst dealing with frequently changing priorities. Previous experience in managing change and leading administration teams is essential.



The role will primarily be with the Musculoskeletal Clinical Assessment and Triage Service (MSK CATS) but will work closely with other community services and the Single Point of Access (SPA)



Work as part of the wider clinical administration team to deliver an efficient and cost effective administrative service across the Community Services division.

Provide a high quality efficient administration service to clinicians, team leaders and clinical managers across services within their site to support the smooth running of clinical services.

Provide a patient focused service by responding to all queries from patients, referrers and staff in a timely and professional manner

Work with telephonic equipment and software used to support all clinicians within the team.

Work within the Community to cover clinic receptions, when required.

Provide a high quality customer care first point of contact service. This may involve the delivery of reception or telephone helpline services as well as in the support of clinicians to co- ordinate their clinical workload.

Working with small delegated team of administrators delivering specific services such as clinic reception, hospital out-patient clinic reception, ward admissions, general administration, as appropriate to the business unit.

Contribute to the review & evaluation of administrative systems and procedures and associated policies in order that improvements and developments can be made.



Surrey Downs Health and Care deliver care closer to people's own communities through our Primary Care Networks, Community Hospitals, Specialist Services and our innovative partnership of local NHS organisations.



Surrey Downs Health and Care has a track record of providing person centered care that goes beyond organisational boundaries to do what is best for the individual. This partnership includes:



The three GP federations GP Health Partners, Dorking Health Care and Surrey Medical Network representing practices that operate in the Surrey Downs area



CSH Surrey



Epsom and St Helier's University Hospitals NHS Trust



Surrey Council County



Historically, there have been boundary lines between the organisations that provide care to people in their homes, in GP surgeries and in hospitals, but we have always been united in our mission to provide great care to the people who need us.



It's on those grounds that the Surrey Downs Health and Care was formed - we want local people to receive the care that they need in the right environment. By bringing together our expertise, we can improve patient care and enable local people to access the right support, care and treatment more easily than ever before.



In bringing this partnership together, we are working to the same set of values that will translate into better care for our residents.

Principle Duties to include:

Maintain a general knowledge base of services and activities delivered on the site.



Maintain a detailed knowledge base of specified services operated on the site.



Co-ordinate the day to day administrative activities of the clinic reception, hospital out-patient clinic reception, ward admissions or general administration Co-owners, as delegated.



Support and assist in the development of the administrators undertaking the roles within area of responsibility.



Be the non-clinical point of contact for patients, carers and others utilising and visiting the site services, managing any enquiries, problems or concerns when required. Ensure that all public and professional enquiries are dealt with by the administrative team in an efficient, polite and confidential manner and/or passed onto the relevant member of staff for action.



Respond to and manage unexpected events occurring within site/front of house.



Support cover on reception at own or other sites within the business unit, if required to do so.



To act as triage for telephone calls and respond or cascade as appropriate.



Forwarding messages to the appropriate person via a range of transmission options based upon the urgency and type of response required to the enquiry.



Co-ordinate the smooth day to day function of the site including setting up of clinic, meeting, training and education rooms.



Undertake the booking, cancellation and rebooking of appointments for the range of clinical services operated on the site. Checking patient basic details are correct in system and up-dating any amendments.



Book into clinician diaries appointments at the appropriate time in accordance with the bookings process.



Oversee and participate in the preparation of clinical documentation, ensuring patients notes, referrals, results, and outcomes are available to clinicians, as appropriate, liaising with clinicians, x-ray departments, medical secretaries, GP surgeries etc. for patient information. Track and maintain medical records and referral letters in line with policy and procedures. Prepare clinic lists as required.



Complete administrative tasks for the range of services operating on the site including patient data processing, typing, minute taking, agenda preparation, data entry, filing, photocopying, scanning etc., as agreed and required.



Participate in the annual archiving process for clinical records produced by the clinical teams, and the transfer of records storage to IT systems, where possible, to support the development of paper-light systems.



Input, retrieve, monitor and manage data from a variety of IT systems, liaising with internal and external colleagues to ensure efficiencies in service delivery.



Deliver and supervise to ensure the delivery of clinical service specific business essential processes and tasks as delegating tasks, i.e. reception and/or clinic/class rota's, internal training events, monthly/quarterly invoicing, weekly/monthly KPI reporting, iCES (Integrated Community Equipment Store) equipment peripheral stores stock control, iCES Specials Panel and Board meeting administration, specialist clinical equipment/supplies ordering for patients using specialist contracts and their software, general clinical materials ordering and stock control.



Deliver delegated complex tasks, , including documents and reports with tables, charts etc., as a regular or routine business essential task utilising the processes that have been developed by the Operational Manager.



Support clinicians in their skills gain to use IT systems, problem solving and demonstrating functionality as required.



Provide support to the team leaders and clinical teams in the design, production and distribution of documents, reports, resources and leaflets.



Monitor supplies of clinical paperwork, stationery etc. in clinical team offices that is used on a daily basis and maintain appropriate levels to meet clinician's needs.



Prepare monthly data, reports and audit information as required.



Contribute towards the maintenance of evidence required for the continued compliance to the Care Quality Commission standards and associated regulations.



To take responsibility of own delegated workload and support colleagues as and when needed to ensure work flow is not disrupted. Prioritise admin tasks in order of urgency and recognise when there is a need to request additional guidance and support from Operational Manager or Clinical Lead.



Contribute to the development and implementation of new policies and procedures for the area of responsibility. Up-dating local procedures under the supervision of the Operational Manager.



Supporting development/update/distribution of patient leaflets within clinical services; distributing, collecting and scanning patient surveys; some basic analysis of results to support clinical teams; support with sharing the results (internally and externally via, e.g. posters) and liaison with clinical teams to capture actions taken following patient feedback.



Liaison with clinical teams to ensure timely information is provided for complaints responses and capturing actions/learning taken within services following complaints. Also, following up after complaints are closed to monitor the quality of our complaints handling and to support E&D requirements.



Estates, Procurement, Medical Devices and Business Continuity



Undertake delegated tasks to manage the shared site resources smoothly and efficiently.



Manage the issue and return of keys to users of the site within local procedures for key security and/or in liaison with Senior Admin or clinical manager/team leader.



Action any office equipment repair requests, i.e. photocopiers.



Respond to problems within the site including cleaning, property maintenance issues, clinical and non-clinical waste collection and other essential services.



Report any non-clinical accident or incident involving admin personnel or a member of the public is in line with the SDHC policy, completing documentation in the correct time frame. Alerting the Operational Manager to any risks that need urgent attention.



Report any non-functioning IM&T and communications technologies on sites to the Senior Administrator.



Comply with sites ordering co-ordination to ensure minimum waste, best price and that the correct procedures have been adhered to.



Check deliveries and either distribute to services or place in store rooms as required, maintaining a safe environment at all times.



Monitor levels of stationery, office supplies and clinical equipment and materials to meet administration and clinical team needs, and ensure that stocks are stored securely.



Report all estates repairs required in line with the estates procedure, alerting Operational Manager when any new works are required or repairs are not being delivered in a timely manner.



Complete and report outcomes of audits of site based equipment, estate and services received as requested, to support contract monitoring and quality standards under CQC and other regulations.



Undertake any ordering, delivery, collection and stock taking tasks for the Integrated Community Equipment Store (iCES) daily living equipment peripheral store, if located within business unit.



Undertake requested actions on receipt of Medical Devices Agency safety notices or hazard warning notices.



Undertake a delegated role as local fire officer to co-ordinate evacuation procedures or first aider.



Be aware of the emergency planning and business continuity policies and plans, and comply with the prescribed actions detailed within in the event of an emergency/significant event.



Financial Responsibilities



Collate payroll information and staff expenses for designated area of service verifying additional hours, bank hours, travel claims etc. prior to passing to the Operational Manager for payroll purposes.



Process invoices for goods and services received for payment from the correct cost centre expediently to enable payment to be made within terms and conditions agreed with each supplier.



Support the Operational Manager to produce the monthly invoices and supporting activity evidence for clinical services delivered on behalf of clinical managers, and progress in line with invoicing procedure to the finance team.



Issue hearing aid batteries and manage the transactions of other clinical or therapeutic materials within reception in line with SDHC policy and procedures, with authorised responsibility for handling cash on behalf of clinical services e.g. welfare food, Podiatry/Physiotherapy sales in accordance with company procedures.



Communication



Supporting simple updates on the intranet and SDHC website (training will be given); and communications campaigns (e.g. helping with materials such as posters).



Work to SDHC's mission, vision and values.



Present a professional image of SDHC as a first point of contact for patients and external stakeholders.



Participate in monthly team meetings.



Personal Development



Identify and take responsibility for own learning requirements in relation to the provision of an efficient service.



Maintain and continually advance own knowledge of and skills in using Microsoft Office software packages.



Keep up to date with relevant developments in administrative systems and processes and clinical services.



Participate in the performance development review process.



Participate in on the job training, as required.



Attend statutory and mandatory training to maintain compliance.



Support a learning culture by learning lessons from mistakes and near misses