Administration Team Coordinator

Are you an experienced administrator with excellent interpersonal skills?
- Do you have the experience of leading and motivating a team of administrators and call takers?
- Are you a natural people person and a problem solver with a real drive to deliver results?
- Are you able to work within a pressured environment

If you answered yes, we’ve got the perfect role for you

We are seeking a proactive, experienced administrator to lead and coordinate a team within our adults hub in our care coordination centre. You will have a pivotal role in ensuring consistency of systems and processes within the service working with the hub leads to ensure an efficient, patient centred admin service.

The post holder will be responsible for the day to day management of the administrative function within a designated hub or designated team within the Care co-ordination centre

This role is key in ensuring effective administration support is provided to clinical services. This will involve line managing the CCC administrators or hub administrators in line with MCH policies.

To provide day to day line management of a group of administrators within the CCC or Hub in line with MCH’s policies

Identify any potential gaps in administrative support and attempt to rectify them using alternative resources escalating as appropriate

Ensure that the service is adequately staffed to meet agreed key performance indicators (KPIs) around telephone call answering and administrative KPIs in line with the Clinical Service agreed KPIs relating to waiting times etc

Lead on team meetings in relation to the current waiting lists, appointments and activity levels

Effectively manage changes within the team and promote a positive working approach

Responsible for day to day service delivery within the Hub/CCC

Manage, prioritise and delegate workload to the team on a daily basis to meet the competing demands of the clinical teams and service users

To be part of the 8.00 am to 6.00 pm rota to ensure that there is senior administrative presence available to staff who are undertaking the late cover shift.

So what else?
- This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you’ll even have the opportunity to become an MCH shareholder.
- We encourage staff to get involved in exploring new ways of working and service development.
- We’ll provide well established, in-service training, one to one supervision, and appraisals with regular support.
- You’ll be able to develop your skills in a friendly and supportive team.

Would you like to work flexibly? In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

The small print
- Informal visits can be arranged on request.
- We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.
- MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.

1. Communication and relationship skills
- Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.
- Provide and receive complex information either verbally or written, requiring tact or persuasion in order to overcome barriers to understanding.
- Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public.
- Demonstrate good interpersonal skill with the ability to negotiate effectively with staff and service users, which may include the need for mediation and empathy.

1. Knowledge, training and experience
- Educated to diploma level or equivalent
- Experience of a full range of office / secretarial / administrative procedures.
- NVQ3 in business administration / customer care or equivalent with proven experience or NVQ4 is desirable.
- RSA Stage 3 or equivalent is essential.
- Evidence of continuing personal development is essential.
- Knowledge of CHS and experience of Microsoft Office (word, excel, outlook, PowerPoint, publisher and access)

1. Analytical and judgement skills
- Act on own initiative to make judgements involving facts / situations requiring analysis and comparison of a range of potential options.
- Independently deal with routine business matters and ensure that issues of concern are forwarded appropriately.
- Act as the first point of contact for formal complaints, identifying the complaint, documenting on Datix and starting a preliminary investigation.
- Responsible for proactively trying to avoid and if unable to, highlighting any potential breaches in waiting times, DNAs and UTAs alongside other KPIs to Hub Lead/Head of Service

1. Planning and organisational skills
- Monitoring day to day