Single Point of Access Team Lead- Surrey Downs H&C

Job description

Job responsibilities

• Line Management
• To be responsible for the line management of the Patient Service Administrators including performance management, annual appraisals and identification of training needs.
• To be responsible for ensuring workload is allocated appropriately across the team, prioritising and re allocating work according to service need.
• Promote cross-cover and flexible working amongst team members.
• Responsible for supervising the SPA, ensuring high quality customer service and key performance indicators are met.
• Manage staff rotas for the call centre
• To participate in the recruitment process for new team members
• Lead team development events and projects as required encouraging and implementing serviceimprovements
• To be responsible for maintaining accurate personal files, setting up new files for joiners and maintaining staff records, in line with Trust policy. To include sickness records, annual leave and study leave at all times maintaining confidentiality.
• To be responsible for monthly entries into HealthRoster.
• Monitor and audit mandatory and other training for staff.
• Monitor and audit annual leave, sickness leave and study leave for staff.

Administration

• Constantly review administrative processes ensuring they remain efficient and cost effective
• Work with the clinical services to manage standardised referral forms, ensuring the informationcollected remains relevant
• Work with the clinical services to manage any scripts used by call agents, ensuring the scriptingremains relevant
• Communicate clearly and concisely with clinical colleagues to ensure effective management ofreferrals and patient information
• Manage any supplementary information required to support referrals
• Responsible for taking receipt of patient referrals and inputting appropriate information onto theelectronic patient record.
• Responsible for liaising with GPs regarding complex patient referrals both verbally and inwriting.
• Responsible for allocating patient referrals to an appropriate service waiting list and providingadvice for complex allocation.
• Participate in the education of referrers on services and appropriate referrals.
• Work with colleagues to ensure service information provided to referrers and patients is correctand up to date.
• Responsible for appointment management on electronic patient record system.
• Responsible for responding to requests for patient records when patients transfer out of the borough.
• Working with colleagues in the services to maintain accurate clinical diaries for appointmentbooking.
• Work with colleagues to design and manage processes to collate satisfaction feedback frompatients and referrers.
• Responsible for maintaining the integrity of patient data on electronic patient records.
• To ensure all letters, memos and reports created by the team are on time and to a highstandard of accuracy and follow Trust branding guidelines.
• Ensure team members deal effectively and efficiently with incoming/outgoing correspondencefrom both internal and external bodies.
• Ensure electronic and paper-based departmental records are maintained accurately, ensuringthat documentation is easily accessible and archived appropriately.
• Undertake audits and surveys as requested.
• Participate and be a driver for any project work.
• Be a super-user and work with computer software as required such as MS Office.
• Be a super-user and work with telephonic equipment and software used to support the callcentre.
• Manage the office systems and equipment (photocopiers, telephones etc.), ensuring these areworking correctly and arranging maintenance engineers when necessary.Communication
• Responsible for answering and actioning calls, and ensuring the team answer and action callscoming into the referral call centre within the designated timeframes.
• Responsible for answering patient queries in a polite and courteous manner and appropriatelytransferring any calls which cannot be answered.
• Be a point of escalation for patient service administrators when dealing with complex patientand referrer queries.
• Deal with any patient or referrer complaints/incidents that come into the team, in a courteous,effective and efficient manner respecting the confidential nature of such information.
• Liaise with key stakeholders at a senior level within the Trust and other statutory bodies,external organisations including GPs, local authorities and members of the public on behalf ofCommunity Services division.
• Attend when appropriate relative team meetings for clinical services in order to provide input onactivities conducted by call centre staff.
• Lead by example and receive telephone calls in a professional and courteous manner, ensuringas much information, guidance and help is given as is possible.Data and Reporting
• Collate and analyse data in order to report on referral statistics.
• To work with technical colleagues and Service Managers across the division to support theproduction of complex monthly reports as required.
• To create and maintain databases/spreadsheets, inputting information and ensuring that allinformation is accurately recorded.

Person Specification

Qualifications

• GCSE grade C or above in English and Math's, or equivalent
• A Level or equivalent education or demonstrable appropriate experience

• Secretarial or administrative qualification (e.g. NVQ)
• Relevant degree qualification or demonstrable experience to a similar level

Experience

• Significant experience in customer service / patient liaison roles
• Previous experience of working in a call centre
• Experience of setting up new systems / conducting process review
• Previous experience working with database software
• Experience of working with, analysing and reporting on data

• Demonstrable experience of working in an administrative role or office environment in health/ social care
• Working knowledge of NHS procedures
• Previous experience of referral management

Skills

• Ability to prioritise, use own initiative and make decisions
• Ability to lead and motivate staff
• Able to work autonomously and as part of a team
• Good knowledge of Microsoft packages & computer databases
• Knowledge of EMIS and S1 or other patient data base system

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website.

Employer details

Employer name

Epsom and St Helier University Hospitals NHS Trust

Address

Horizon House

28a Upper High Street

Epsom, Surrey

KT17 4QJ

https://www.epsom-sthelier.nhs.uk/work-for-us