Operational Support Assistant

Job description

Job responsibilities

Rota Support

• Organising the staffing rotas ensuring there are adequate staffing levels as per operational guidelines
• Managing staff enquiries regarding shifts
• Sending regular reminders to all staff of the shifts and other routine tasks to mitigate last minutes cancellations
• Ensure any issues with staffing the rota are escalated to the Operational Support Lead and Operational Services Lead
• Responsibility for the administration of the recruitment and selection of appropriate staff to services, ensuring that addendums to contracts/contracts of employment are provided to all staff
• Ensure that all staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation
• Work to ensure appropriate indemnity for clinicians who work within B&HFs services
• Maintain an effective induction and training programme for all staff added to the rota and checking IT system logins
• Manage communications across the extended team ensuring everyone is kept abreast of developments and changes
• Ensure that staff adhere to the relevant policies, procedures, and protocols.
• Ensure that all relevant employment legislation is followed and maintain an awareness of changes in employment legislation

Operational

• Responsible for workforce planning on an operational and daily/ weekly basis
• Support for ensuring the EA Service has access to all facilities, equipment, consumables, and dressings/vaccines to ensure smooth running of the service
• Support with the security of the facilities during operational hours of EA and other B&HF services
• Work with the host Practice Manager, Operational Support Lead and Operational Services Lead to raise any issues relating to facilities, equipment and consumables in a timely manner
• Support with the day to day running of B&HF services, ensuring that all staff understand how to access timely support and advice and resolve issues quickly
• Arranging the training and site inductions for all new B&HF service staff
• Support the Operational Support Lead to ensure all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation as per set guidelines
• Maintain the staff database with details and paperwork for all staff and escalate any issues with staff compliance to the Operational Support Lead or the Operational Services Lead
• Arrange new staff access to B&HF clinical systems
• Undertake crosschecks across the B&HF services to ensure patient safety and service quality is being maintained as per the relevant service protocols
• Monitoring the email inboxes and website contacts & follow up any issues raised by patients or staff issues highlighting any concerns
• Support the services Complaints procedure
• Support the Operational Support Lead to ensure staff working environments and clinical practice space is appropriate and meets the needs of the service by ensure that the area managers regularly undertake premises site assurance
• Support the Operational Services Lead to ensure Service Level Agreements are in place and up to date
• To be able to be flexible with working hours including weekends and evenings
• To follow team Standard Operating Procedures and organisational policies and procedures

Project Support

• Co-ordinate attend and/or facilitate meetings, and transcribe any minutes and notes as required
• Other project related assistance as required by the Operational Services Lead and Business Development Lead

Governance

• Be responsible for liaising with relevant managers and coordinating incident, complaint and compliment logging, investigation and reporting, ensuring that the appropriate actions are taken, and learning shared within the service and across partner organisations where appropriate
• Be responsible for the initial investigation of incidents and complaints, allocating responsible managers and deadlines for investigation and escalating to the Operational Services Lead where appropriate
• Support the leadership team to maintain, develop and implement systems and processes for the Governance of the service
• Support the Clinical Lead, Governance Lead, Operational Services Lead and Business Development Lead to ensure that clinical and organisational policies and procedures are developed and implemented in relation to: clinical risk management, clinical incidents, complaints and compliments, consent, information governance, workforce competencies
• Responsible for updating the Service Risks and Issues Register
• Support the Operational Support Lead and Operational Services Lead to coordinate the service Equality Impact Assessment
• Support the Operational Services Lead and Business Development Lead to create Quality reports for action learning set meetings, B&HF Reports, Quarterly Governance updates for GP practices and Internal and external reports
• Arranging, coordinating and minute taking for any key governance meetings; ensure that responsible managers provide reports to support these meetings. You will be expected to travel across Brighton and Hove
• Reception Practice Support
• Cover the reception desk when required during EA/PLT or other service times and present a professional and courteous image to all service users, visitors and staff
• Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival
• Communicate courteously and politely when dealing with enquiries
• Use of computer and paper-based systems to perform administrative functions to support service provision in accordance with agreed standard processes and procedures, and within agreed timeframes.
• Ensuring the accuracy and quality of data recorded
• To be able to be flexible with working hours including weekends and evenings

Operational Performance

• Work collaboratively to help develop and promote a positive working culture, encouraging staff participation and involvement in developing, improving and promoting the service
• Ensure adherence to efficient administrative processes within the service

• Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a culture of constantly seeking to refine and improve the service
• Engage with patients, internal and external stakeholders
• Engage with service users to understand peoples experience and to measure levels of satisfaction with services.
• Undertake any other duties required, as appropriate to the role
• Responsibility for maintaining a record of own personal and/or professional development
• Responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

• Alert line manager to any issues compromising quality of projects and operational work streams
• Effectively manage own time, workload and resources
• Work with GP practices and other providers to work within risk management and health and safety policies and procedures
• Adhere to robust process for recording incidents, complaints, accidents and significant events
• To provide administrative support to assist with the development and management of any changes or new processes and systems that need implementing
• To carry out any other appropriate duties as determined by the Operational Services Lead and Business Development Lead
• Maintain the service Operational Policy, EA SOPs, Service inductions and shared drive and make additions where required in line with service developments

Person Specification

Qualifications

• GCSE grade A to C in English and Maths
• Business administration experience
• Evidence of continuing professional development

• Educated to degree level
• Knowledge of Clinical Systems (SystmOne/EMIS)

Knowledge and Skills

• Excellent communication skills (written and oral)
• Proven IT skills (Microsoft Office/Email)
• Ability to prioritise and work to tight deadlines in a fast-paced environment
• Effective time management (planning & organising)
• Ability to network and build relationships

Experience

• Experience of working independently and within a team

• Experience of working in a healthcare setting
• NHS / primary care general practice experience

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solutions-focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

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

Brighton and Hove Federation

Address

6 Marlborough Place

Brighton

East Sussex

BN1 1UB

https://www.brightonandhovefed.co.uk/