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

Detailed job description and main 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 rota’s 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 service improvements
•  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 information collected remains relevant
• Work with the clinical services to manage any scripts used by call agents, ensuring the scripting remains relevant
• Communicate clearly and concisely with clinical colleagues to ensure effective management of referrals and patient information
• Manage any supplementary information required to support referrals
• Responsible for taking receipt of patient referrals and inputting appropriate information onto the electronic patient record.
• Responsible for liaising with GP’s regarding complex patient referrals both verbally and in writing.
• Responsible for allocating patient referrals to an appropriate service waiting list and providing advice 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 correct and 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 appointment booking. 
• Work with colleagues to design and manage processes to collate satisfaction feedback from patients 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 high standard of accuracy and follow Trust branding guidelines.
• Ensure team members deal effectively and efficiently with incoming/outgoing correspondence from both internal and external bodies.
• Ensure electronic and paper-based departmental records are maintained accurately, ensuring that 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 call centre.
• Manage the office systems and equipment (photocopiers, telephones etc.), ensuring these are working correctly and arranging maintenance engineers when necessary.
  Communication
• Responsible for answering and actioning calls, and ensuring the team answer and action calls coming into the referral call centre within the designated timeframes. 
• Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any calls which cannot be answered.
• Be a point of escalation for patient service administrators when dealing with complex patient and 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 of
  Community Services division.
• Attend when appropriate relative team meetings for clinical services in order to provide input on activities conducted by call centre staff. 
• Lead by example and receive telephone calls in a professional and courteous manner, ensuring as 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 the production of complex monthly reports as required.
• To create and maintain databases/spreadsheets, inputting information and ensuring that all information is accurately recorded.