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Single Point of Access Team Lead- Surrey Downs H&C
3 months ago
Job summary
Surrey Downs Health & Care
We have an exciting opportunity for at Band 5 Team Lead role to work within our Single Point of Access providing a pivotal role.
The SPA team play a crucial role for an entry point for Surrey Downs Health and Care and they ensure that all referrals from hospital, community, primary care and patients themselves are processed as speedily and efficiently as they can be and transferred to one of our service lines or clinic appointments booked within the correct timeframe. These service lines include our planned care clinics and unplanned care teams such as the community nursing and Home First teams.
The role is challenging but rewarding as you will also ensure that SPA provide a seamless and continuous service from ensuring the referrals are processed safely and efficiently, to clinic appointments being booked in a timely manner in line with our KPI targets, welcoming patients into various SDHC Sites, who receive treatment and guiding our administration teams to provide effective caseload management for Specialist Services in an Outpatient Department setting. This is in line with our plans for collaboration and integration bringing Community closer to home, the administration services will continue to work on further transformation and collaboration that we need to make happen over the next year in line with our system partners.
Main duties of the job
1. To lead and manage an efficient and cost-effective administrative service in the SPA Centre2. To supervise the SPA Centre ensuring high-quality customer service3. To lead by example in ensuring a patient-focused service by responding to all queries in a timelyand professional manner4. To be responsible for the line management of Patient Service Administrators in the SPA5. To work closely with all administrative staff across the division
About us
Surrey Downs Health and Care deliver care closer to people's own communities through our Primary Care Networks, Community Hospitals, Specialist Services and our innovative partnership of local NHS organisations.
Surrey Downs Health and Care has a track record of providing person centered care that goes beyond organisational boundaries to do what is best for the individual. This partnership includes:
The three GP federations GP Health Partners, Dorking Health Care and Surrey Medical Network representing practices that operate in the Surrey Downs area CSH Surrey Epsom and St Helier's University Hospitals NHS Trust Surrey Council CountyHistorically, there have been boundary lines between the organisations that provide care to people in their homes, in GP surgeries and in hospitals, but we have always been united in our mission to provide great care to the people who need us.
It's on those grounds that the Surrey Downs Health and Care was formed - we want local people to receive the care that they need in the right environment. By bringing together our expertise, we can improve patient care and enable local people to access the right support, care and treatment more easily than ever before.
In bringing this partnership together, we are working to the same set of values that will translate into better care for our residents.
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
Essential
GCSE grade C or above in English and Math's, or equivalent A Level or equivalent education or demonstrable appropriate experience
Desirable
Secretarial or administrative qualification ( NVQ) Relevant degree qualification or demonstrable experience to a similar level
Experience
Essential
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
Desirable
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
Essential
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