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Single Point of Referral Team Lead

2 months ago

Norwich, Norfolk, United Kingdom Norfolk Community Health and Care NHS Trust Full time
Job Summary

We are seeking an enthusiastic and self-motivated Supervisor to join our Children's Single Point of Referral team for a 12-month fixed-term contract or secondment. This is a fast-paced role that requires the ability to work as part of a team and use initiative to problem-solve and work independently when needed.

Main Responsibilities
  1. Provide comprehensive and proactive support to the Admin Team Lead, ensuring the effective and efficient operation of the Children's Single Point of Referral Office.
  2. Lead on all aspects of administrative and clerical duties, allocation and reallocation of work to the team, and all aspects of day-to-day staff supervision.
  3. Communicate formally and informally with internal and external stakeholders, verbally and in writing, using a range of communication skills including empathy, persuasion, tact, negotiation, and influencing.
  4. Support the delivery of a high-quality, safe, and compassionate healthcare service.
  5. Provide audits, data, and statistics on a weekly basis or as requested, monitoring service provision and performance, and identifying areas for improvement.
  6. Support the Admin Team Lead in undertaking service improvement and development activities, including process mapping to ensure processes within the team are robust.
  7. Create and design administrative processes and regularly review to ensure they meet the needs of the organization and the patient.
  8. Provide accurate, appropriate, and timely information about Trust services and non-clinical advice to patients, relatives, and carers.
  9. Act as a point of escalation for the Single Point of Referral Office for more complex matters or where deviation from standard operating procedures is being requested.
  10. Provide guidance and advice on complex, sensitive, and contentious referrals and complaints and related queries from both internal staff members and members of the public.
  11. Communicate professionally and effectively with colleagues, stakeholders, and service users at all levels, providing clear information and guidance, exercising tact and judgment in dealing with and resolving enquiries.
  12. Respect confidentiality at all times and exercise tact and diplomacy when communicating information to patients that may be distressing to the receiver or where there may be barriers to understanding.
  13. Be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, PowerGate, and carrying out research into goods and services as required.
  14. Report maintenance, cleaning, health and safety, and other site issues in line with current procedures, keeping the line manager/site manager informed at all times.
  15. Implement policies for own work area and propose changes and assist with the development of policies and documents for own work area.
  16. Work is managed, and results/outcomes are assessed at agreed intervals.
  17. Provide cover for the team and other departments, including reception, during periods of absence, as directed.
  18. Attend relevant meetings, including performance meetings for those services that are supported by the Single Point of Referral Office.
  19. Track the patients' journey, promote good working practices between disciplines and departments, to enable the services that are supported by the Single Point of Referral Office to meet waiting times and targets.
Person Specification

Qualifications

  • GCSE or equivalent English and Maths (Level 4 or above or equivalent)
  • NVQ 3 Business Administration or equivalent experience

Experience

  • Proven experience of working as part of a team
  • Proven experience of working within an office environment
  • Knowledge and understanding of computerized patient administration systems SystmOne
  • NHS medical terminology
  • Proven experience of supervisory and management skills

Desirable

  • Previous NHS administration experience
  • In-depth understanding of referral to treatment pathways
  • Ability to analyze performance reports

Skills, Abilities, and Knowledge

  • Comprehensive working knowledge of Microsoft Office, especially Word, Excel, and Outlook
  • Excellent organizational and communication skills
  • Ability to work on own initiative and manage own workload
  • Proven ability to work on own initiative without direct supervision, prioritizing and managing own workload
  • Supervisory and management skills
  • Proven ability to demonstrate systematic approach to prioritization of work and cope under pressure to meet deadlines

Communication

  • Able to communicate effectively in written and verbal English language

Personal and People Development

  • Enthusiastic and motivated
  • Committed to providing the best possible service to patients
  • Team Player
  • Tact and diplomacy
  • Articulate, calm, polite, and well-motivated

Personal Attributes/Behaviours

  • Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults

Other

  • Flexible attitude and approach to work to meet the needs of the service
  • Flexibility to travel to other sites
  • Able to make own travel arrangements