Operational Support Administrator

Job description

Job responsibilities

Main Duties of the Job

Operational Administration and Service Support

• Provide administrative and operational support to the Acute Services Management Team, ensuring the effective day-to-day delivery of services across the Urgent Treatment Centre (QMC) and PC24 (King's Mill Hospital).
• Provide administrative support to the Director of Operations, Head of Operations & Resilience, Operations Delivery Manager and Acute Services Management Team, including meeting coordination, diary management where required, document preparation, travel arrangements and minute taking.
• Manage the day-to-day administration of Acute Services, ensuring operational records, documentation and service information are maintained accurately and in accordance with organisational procedures.
• Attend operational and service meetings as required, preparing agendas, recording accurate minutes and monitoring completion of agreed actions.

Develop and maintain effective working relationships with clinical teams, operational colleagues, corporate services and external partners to support safe, effective and responsive patient services.

Support the sharing of operational information, including on-call rotas and other service-critical documentation, with partner organisations where required.

Workforce and Rota Coordination

• Coordinate the creation, maintenance and publication of clinical and non-clinical staff rotas, working closely with managers to ensure appropriate workforce cover across Acute Services.
• Maintain and update workforce information across Rotamaster and other workforce systems, ensuring records are accurate, compliant and published within agreed timescales.
• Support the coordination of annual leave, study leave, Protected Learning Time (PLT) cover and other workforce administration processes.

Produce workforce reports and information to support operational planning and decision-making.

Recruitment, Onboarding and Staff Support

• Provide administrative support for recruitment activities, including interview scheduling, onboarding documentation and pre-employment processes where required.
• Coordinate the onboarding process for new starters, ensuring timely completion of IT access, equipment requests, telephony requirements and system permissions.
• Support and coordinate local induction programmes for new starters, ensuring all mandatory requirements, documentation and departmental introductions are completed.

Manage the uniform ordering, distribution and stock management process, ensuring staff are appropriately equipped to undertake their duties.

Reception and Front-Line Service Support

• Support the effective operation of reception services by coordinating workforce administration, responding to operational queries and assisting with day-to-day service delivery.

Work collaboratively with reception and operational teams to support the smooth running of front-line services and ensure a positive patient experience.

Service Performance, Information and Reporting

• Maintain and update appointment schedules and operational information within Adastra and other service systems, ensuring records are accurate, timely and aligned to service requirements.
• Validate UTC and PC24 activity data, identifying discrepancies and escalating issues where appropriate to support contractual reporting and service performance monitoring.
• Produce routine performance, workforce and operational reports, collecting, validating and maintaining service information to meet reporting requirements and inform operational decision-making.

Governance, Compliance and Information Management

• Support the Operational Management Team in maintaining compliance with Care Quality Commission (CQC) standards, contractual requirements and organisational governance processes.
• Manage patient medical records, including the processing of Special Patient Notes (SPNs), out-of-area patient records and the amalgamation of duplicate patient records, ensuring compliance with information governance standards.
• Process and communicate booked NOTSPAR appointments in accordance with organisational procedures.
• Coordinate the dissemination of National Patient Safety Alerts and other operationally significant communications as directed.
• Support the review and maintenance of operational policies, standard operating procedures and local working practices.
• Ensure all patient, workforce and organisational information is managed confidentially and in accordance with Information Governance, GDPR and organisational policies.

Service Improvement and Projects

• Contribute to service improvement initiatives and operational projects by supporting implementation and identifying opportunities to improve administrative processes.
• Undertake project work, audits, service development activities and other duties commensurate with the responsibilities of the role.
• Support the coordination and delivery of internal communications to clinical and non-clinical teams.

Operational Resilience and Cross-Service Support

• Maintain knowledge, skills and competency in key functions undertaken by the wider Operational Support Team, including Integrated Urgent Care administrative processes, ensuring the ability to provide effective cover and support when required.
• Provide cross-cover support across NEMS operational services during periods of annual leave, sickness absence, organisational change or increased service demand to ensure business continuity and operational resilience.
• Undertake any other duties commensurate with the grade and responsibilities of the post as reasonably required by management.

Person Specification

Qualifications

• Educated to GCSE standard or equivalent standard, including English at Grade C or above.

Experience

• Excellent written and verbal communication skills
• Customer service experience.
• Proficient in the use of computers.
• Ability to work as part of a team.
• Time management skills.
• Ability to work on own initiative.
• Well organised.
• Ability to work under pressure.
• Flexible attitude to work.
• Punctuality.
• Able to motivate self and others.
• Willingness to learn and adapt to changes.
• Ability to adhere to NEMS confidentiality guidelines at all times.

• Previous general administrative and office work.
• Experience in maintaining information systems.
• Experience of working in an NHS, primary care or urgent care environment.
• Experience of workforce rostering systems (e.g. Rotamaster)
• Experience of working with healthcare information systems.
• Experience of producing reports and maintaining operational records.

Behaviours and Values

• Behaviours and values
• Visible.
• Impactful.
• Innovative.
• Informative.
• Responsive.
• Self-motivated.
• Willing to learn new skills.
• A calm, empathetic demeanour when dealing with patients and the public.
• Ability to work well under pressure and as part of a diverse team.
• A proactive approach to problem-solving and a positive attitude towards learning new skills.
• Willing to travel across the region as required.
• Uses plain language when carrying out duties.
• Aware of the impact of own behaviour on others.
• Challenges bias, prejudice and intolerance if appropriate or brings to the attention of a manager.
• Empowered and able to deliver.
• Maintains the highest standard of integrity in all interactions.
• Supports and challenges others in maintaining a healthy, safe and pleasant work environment.
• Works in a way that complies with legislation and organisational policy on health, safety and risk management.
• Driven by the needs of workforce priorities, patients and service users.
• Recognises that improved patient care is at the heart of all decision making.

Skills and Abilities

• Excellent Communication Skills
• Strong Organizational Skills
• Attention to Detail
• Multitasking Ability
• Time Management
• IT Proficiency
• Confidentiality Awareness
• Team Collaboration
• Ability to work in a fast-paced environment while maintaining attention to detail.

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

NEMS Community Benefit Services Ltd

Address

Urgent Treatment Centre

Queens Medical Centre

Dervy Road

Nottingham

NG7 2UH

United Kingdom

Employer's website

https://nemscbs.net/