A&E Administration Team Leader

Job description

Job responsibilities

SECTION 1 - MAIN RESPONSIBILITIES

• To support the Receptionists/Clerks in ensuring all operational processes are adhered to in accordance with Trust policies and Standard Operating Procedures.
• To provide advice, guidance and support to the Receptionists/Clerks on day to day issues that may arise within the service.
• Provide day to day coordination of staff including allocation of work.
• With the support of the A&E Admin Supervisor, plan and circulate the weekly / monthly rota for all Receptionists/Clerks to ensure there is adequate staffing on a daily basis.
• To deal directly with routine queries as a first point of contact for members of the public and agencies contacting A&E.
• To provide appropriate information and advice to members of the public and other agencies in order to help resolve their queries.
• To receive queries through email, referral systems and by phone.
• To have knowledge of and be able to train staff in the systems and processes that are relevant to the job role.
• To undertake other tasks as required by the line manager, which are commensurate to the band of the role.

SECTION 2 - KNOWLEDGE AND SKILLS

Communication

• Good communication skills to deal with regular enquiries through a range of media (e.g. email, referral, over the telephone) and to be able to manage all these in a sensitive and caring manner.
• To communicate verbally and non-verbally to deal with enquiries from service users / relatives, members of the public and other professionals both inside and outside of the organisation.
• To have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and to be able to communicate sensitively and effectively.
• To have the ability to handle occasional aggressive patients.
• To communicate effectively and maintain good relationships with service users / patients, medical professionals and other departments across the health and social care setting and other outside agencies.

Responsibility for Service User / Patient Care

• To ensure service users are given appropriate information and direction in relation to the services provided.
• To ensure service users are greeted and dealt with in a courteous and professional manner.
• To identify and take action on any problems, bringing them to the attention of the A&E Admin Supervisor, where these issues cannot be dealt with at A&E Admin Team Leader level.

Planning and Organising

• With support from the A&E Admin Supervisor, ensure that A&E & Same Day Emergency Care areas are adequately resourced in terms of staffing levels to maintain a 7-day week service, ensuring that all shifts are fully covered.
• Organise and plan own day to day workload or activities as well as the workload or activities for the Receptionists / Clerks in order to meet the demands of the service.
• Management of own workload as delegated by A&E Supervisor/Assistant Directorate Manager.
• To provide mentoring and training for all new and current staff in relation to systems and processes.
• To assist with the planning and organising of mandatory training for all staff within the required timeframes.
• To use the appropriate systems to manage patient attendances and appointments.
• To assist with data collection and audit as requested by the A&E Admin Supervisor/Assistant Directorate Manager.
• To oversee the inputting of data and ensure adherence is given by Receptionists / Clerks.
• To promote and monitor the quality of work within the service in order to provide an optimum service.
• Due to the nature of the work, the post holder must be able to prioritise, as frequent interruptions can be expected from the public and professionals.
• The post holder is expected to use their initiative to a significant level and work without direct supervision.

Responsibilities for Physical and / or Financial Resources

• Ensure safe and efficient use of equipment, resources and consumables at all times.
• Responsible for ordering stock items (stationary) for the A&E Admin department.

Responsibility for Policy and Service Development and Implementation

• To contribute to the review and development of policies as appropriate to the service.
• To identify areas that could be enhanced to support service development.
• Highlight and implement changes to working practice which would improve the day to day operational functions within A&E / Same Day Emergency Care
• Adhere to Policies and Procedures.

Responsibilities for Human Resources and Leadership

• To ensure staff are aware and adhere to all Trust policies and procedures.
• To contribute to the recruitment and selection process of Clerks according to Trust procedures.
• Responsible for the supervision of staff incorporating 1:1s and authorising annual leave.
• To participate in appraisal process with the A&E Admin Supervisor.
• Using your knowledge and skills, provide support and guidance to staff as required.
• Support new or less experienced work colleagues to adapt to the workplace.

Responsibilities for Teaching and Training

• Participate in training and development activities that are relevant to the job role.

Responsibilities for data and information resources

• To use patient data system package to document enquiries and to make referrals.
• To use electronic communication systems such as emails, intranet, team brief and internal communication systems.
• Take and transcribe minutes of meetings as required.

Research, Development and Audit

• To provide assistance as requested by the A&E Admin Supervisor to complete internal clerical audits.

Person Specification

Qualifications

• English and Maths, GCSE, CSE, level 2 or A-C or above
• IT Skills in Microsoft, Word and Excel
• NVQ Qualification Level 2 or 3 in Business & Administration / Customer Care / Team Leading or equivalent

Experience

• Have knowledge of a range of administration procedures
• Reception duties- answering the phone
• Customer Service skills
• Previous experience working with the general public
• Previous Line Management / Supervisory experience

Knowledge

• Knowledge of Patient Administration Systems (PAS) i.e.LORENZO
• Knowledge of the Microsoft Packages
• General Office duties

Skills & Ability

• IT skills
• Ability to deal sensitively and compassionately with a range of people
• Excellent telephony skills
• Flexibility to cope with changing needs of the job
• Eager to learn new skills
• Good communication skills
• Good organisational skills
• Ability to work alone and make judgements

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.

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.

Employer details

Employer name

Tameside and Glossop Integrated Care NHS Foundation Trust

Address

Tameside General Hospital

Fountain Street

Ashton Under Lyne

OL6 9RW

https://www.tamesidehospital.nhs.uk/