Audiology Administration Manager

Detailed job description and main responsibilities

See Job description attached 

Professional Leadership

Provide leadership and development to the Admin Team. Training and supervision of new admin staff or temporary staff as appropriate.

Support and encourage staff in order to maintain high staff morale and motivation, prompting a team approach at all times. Communicate information in respect of hearing services to other professions and services, the public, other agencies and commissioners to promote better understanding of the needs of people with hearing difficulties and/or other associated symptoms i.e. balance and or tinnitus

Ensure that a clear supervision structure is in place across the admin service.

Project Management & Service Development

 Provides a supporting service to the Audiology Services Manager with regard to organisational management.  This will include scheduling complex staff rota’s to clearly defined parameters, resolving complex staffing issues and identifying areas where efficiencies can be made to ensure a smooth running service. This includes e-Roster scheduling and assisting with absence reporting/ monitoring and payroll documentation

Identifying policy and operating procedure areas for improvement and taking appropriate action to make improvements to policies which may affect clinical colleagues.

Supporting Audiology Service Manager in managing service reconfiguration and developments.

Service Management & Delivery

Responsible for the overall administrative position of department, participating in and supporting administrative work where necessary. This will include monitoring of appointment utilisation, validation of data and liaising with clinicians to ensure appointments are outcomed in a timely manner. Regular audit and production of dashboards will be a feature of this role.

Line manage Audiology staff within discrete service, through regular one to one meetings, annual appraisal and objective setting, performance management and the full range of employee relations areas.

Manage and develop the performance of the team

Participate in the recruitment processes for the designated Audiology service area in accordance with Trust policies.

Plan and carry out annual appraisal within set timeframes with direct line reports.

Assist with the efficient running of the department on a day to day basis, problem solving as appropriate.

Make judgements in a variety of situations where there are multiple options to resolve the issue such as resolving patient complaints or financial discrepancies.

Follow departmental protocols and be responsible for the management of improvements to working practices in conjunction with other Audiology leads.

Support the gathering and extraction of information for audit purposes. Will be required to manage a “Dashboard” database for performance management/monitoring purposes regarding patient treatment, activity and staff performance.

Act as an AuditBase lead, managing all aspects of the AuditBase system and ensure system is maintained at all times.

Monitor trends in data from databases in order to inform departmental policy decisions

Maintain data records using computerised system. To participate in obtaining information necessary for contract procurement, quality assurance as resource management including patient statistics. This will require knowledge of using Trust and National (S4H) computer information systems.

Responsible for ensuring administrative work for the department is completed by the admin team as agreed with the Audiology Services Manager and/or members of the senior clinical team.

Maintain accurate record keeping systems and management of computerised or manual medical records, providing effective/appropriate patient care.

Manage and prioritise own workload using own initiative and ensuring deadlines are met.  Working to agreed national/local standards specifically the national diagnostic and RTT guidelines and the Trust Patient Access Policy.

Work in very close liaison with other admin staff within the Audiology Team.  To be aware of their work practices and process to enable cover and support as and when required. 

Responsible for ensuring the Admin team’s workloads are completed within agreed timescales on a day to day basis, distributing work to cover absences effectively.

Maintain good patient rapport, including being sensitive to the patient or carers communication needs.

Work constructively and flexibly with people from different cultures and backgrounds.

Work with all appropriate agencies and colleagues for the exchange of information and to ensure comprehensive management of the client.

Communicate effectively with profoundly deaf people including those who rely on sign language and patients requiring language interpreters.

Liaise with external suppliers of equipment and devices to optimise service delivery and patient management.

Dealing with and acting on telephone enquiries from patients, staff and other Professionals, where there may be language or communication difficulties or cultural differences.

Liaise and communicate with Audiologists and secretarial staff to ensure the smooth operation of clinics.

Provide non clinical advice and information to patients and relatives, staff and other professionals in person, email or on the telephone, where there may be language or communication difficulties or cultural differences.

Deputise where appropriate for Audiology Managers/Team Leads

Ensure the referral pathways are adhered to within the service area

Responsible for liaising with Clinicians to ensure referrals received for triage are dealt with and returned in accordance with the Patient Access Policy and Local triage standard operating procedure.

Participate in the delivery of the Hearing Services 5 year development plan.

Complete administrative duties related to clinical activity and general administrative duties in a timely manner. This includes accessing and updating information to Trust and departmental information systems including AuditBase, PAS and Clinical Web Portal. This will involve close liaison with the admin team, medical staff and other members of the multi-disciplinary team.

Secretarial/Administrative

Provide a full and efficient administrative service to the department whilst adhering to user guidelines and agreed administrative processes.

Undertake administrative duties including word processing, as appropriate.

Organise team meetings and departmental governance meeting, ensuring efficient notification to team members of agenda’s, minutes, attachments and action logs.

Use appropriate departmental/Trust software to assist with the overall running of the department for example staff rostering & annual leave, word processing, spreadsheets, web portal, Prime Text etc.

Use computerised and manual systems, from data recorded; undertake analysis of these systems to deduce appropriate information i.e. specific waiting lists, number of patients on lists, information to finance and or other organisations.

Collect all relevant information, for example concerning complaints and compliments and submit on a monthly basis to conform to the complaints process.

Clinical Governance

Contribute to the Trust’s, Directorate’s and Team’s clinical governance arrangements, assist with and maintain audit systems and quality agenda

Adhere to clinical governance processes within the service area.

Contribute to Health and Safety as directed by senior staff, particularly to include cleanliness and room organisation

Apply national guidelines/legislation relating to own area of work and propose changes which may affect other areas of the service

Ensure that up to date written and electronic records and activity data are maintained in accordance with professional and Trust standards and assist in providing reports as appropriate

Actively participate when required in Working Groups

Be aware of the Trust’s emergency planning processes and follow such processes as necessary, in the event of an unexpected incident

Be familiar with and adhere to the policies and procedures of the Trust

Ensure that all work meets local standards on quality, security, confidentiality

Financial Management

Overall responsibility for petty cash, ordering and maintenance of office supplies, stationery and office equipment, hearing aids and accessories, delegating to secretaries and office managers as necessary. Responsible for signing timesheets.

Responsible for ensuring a robust stock and non-stock ordering and tracking process in conjunction with the office managers

Maintain hearing aid and equipment stock and supplies in own service area, ordering appropriate stock and ensuring safe use of equipment by other team members.

Support the Audiology Service Manager to ensure accurate activity and financial planning of services

Raise non stock/works/contract orders and requisitions as and when necessary and receive goods as per standard trust operating procedures.

Organise invoicing for lost aids and ensure lost aid policy is followed at all times.