Administrator & Service Support

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To provide specific support to the IPR pathway with reference to funding processes, setting review meetings, updating Phew and SystmOne as required 

To monitor and action the emails received by the teams’ generic inboxes. 

Support management of Health roster and HR folders within SharePoint accurately and promptly.

To support the Neurotherapy service administratively around daily running of the service and reporting of information. 

To support & delegate tasks to other admin colleague and arrange cover of key roles for periods of absence 

Assist Service Leads in keeping the shared drive for the service up to date and organised. 

To work autonomously but seek advice when necessary.

To constantly set and review priorities for own workload in an unpredictable environment. To respond to highly confidential requests and information on behalf of and in conjunction with the Service Manager.

To be highly familiar with TPP System One Patient Notes system, accessing the system on a daily basis, entering relevant confidential patient information, entering all messages relating to patients some of which may be of a sensitive nature, looking at patient appointment rota’s waiting lists etc.

To be responsible for the completion sickness and absence reporting promptly in the health roster and notify the manager This requires accuracy, attention to detail, calculation of hours for staff on a phased return and requirement to meet a deadline.

To be responsible for organising and planning own workload and organising cover for periods of absence.

To attend as Administration representative any in house appropriate service meeting working as part of the team and to take minutes as required.

Participate in the development and up-dating of standard operating procedures (SOP’s) for all administrative processes.

Develop and maintain proficiency with relevant IT systems including, MS office, Oracle, NHS Supply Chain. E-Rostering

Communication

1. To answer incoming calls and enquiries exercising judgement when dealing with patient queries and proactively taking action where appropriate.
2. To demonstrate a high level of customer service to all the staffs.
3. To ensure that any patient and staff information are handled in line with the Trust Information Governance Policy.
4. Ensure and monitor that all contacts with patients are documented in the records in line with the record keeping policy.
5. Establish and maintain accurate databases, spread sheets and other electronic systems to support the effective delivery of patient care and related data collection / analysis.
6. Receive, record and where possible deal with telephone enquiries and written and electronic communications regarding patients and others, in an efficient and professional manner.
7. To maintain and update patient information.
8. To exercise personal initiative in dealing with enquiries for information from other departments with the multi-disciplinary service, acute hospital or outside agencies.

Service Development and Improvement

1. Support the development of project schedules and plans
2. Develop appropriate project tracking systems as required 
3. Support the team in the writing of any policies or documents that may be required.
4. Support the Service lead/Clinical manager in meetings with minute taking and reporting
5. To comply with the organisation and department policies and procedure and to be involved in the reviewing and updating where appropriate.
6. High level of communication skills including listening and speaking.
7. Skills of tact, diplomacy, patience, negotiation, compassion, empathy, and de-escalation are required as one of the main points of contact for patients with Stroke/Neurological conditions, their families and visitors. Barriers to effective communication will be evident on a regular basis especially when dealing with patients with cognitive impairment, expressive and receptive communication difficulties, embarrassment, anxiety, pain, fear and visual hearing impairment.
8. To be one of the main points of contact for the Service Manager, and multi-professional staff at all levels within the trust, the acute trust and outside agencies, including Adult Care Services, voluntary organisations, Estates and NHS Supplies. To exercise personal initiative when dealing with enquiries for information, signposting to other departments from within the service and outside agencies.
9. Work on own initiative on a day-today basis, autonomously, escalating any issues that may arise to the appropriate person.

Key Relationships

1. Service Lead, Clinical Manager
2. Staffs within the Neurotherapy service
3. Junior Administrator Neurotherapy 
4. Administrative colleagues within Luton Adults directorate
5. CCS Colleagues
6. Patient and family / carer
7. NHS Colleagues – community and Acute Trust
8. Local Authority colleagues
9. Other relevant external partners / agencies e.g., care agencies, Public Health organisations, social care, residential / nursing homes

Finance and Resource Management

1. To take responsibility for ordering therapy supplies, splints, equipment, uniforms, publications, furniture in liaison with the budget holder.
2. To be responsible for monitoring of stationary, office supplies, patient provisions and non-medical goods.

Information Management

1. To maintain an effective filing system for electronic records and databases.
2. To operate office equipment, computer, telephone system, scanner to support the work of the department.
3. To undertake and take part in service review and audit.
4. To search for and download information from the internet when required.
5. To be familiar with pulling data from the Sentinel Stroke National Audit Programme (SSNAP) for the purpose of reporting.

People Management

1. To be involved in the planning of induction programmes re site issues for new staff joining the service.
2. To participate in the Trust’s Individual Development and Performance Review System.
3. To support effective management in areas including e-expenses, mandatory training, annual leave, and staff rotas.  Maintaining own professional development, engaging actively in the Trusts annual appraisal 
4. Maintain all Trust and role specific mandatory training requirements 
5. The post holder is required to demonstrate a commitment to support the improvement of lives of the population the Trust serves
6. To line manage and conduct supervision the band 3 admin assistant. To arrange cover of key roles for periods of absence within the admin team 

Clinical and Practice Governance

1. Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
2. Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.   
3. The post holder must adhere to the Trust risk assessment and risk management processes
4. The post holder must adhere to infection control policies and procedures
5. Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust. 
6. The post holder must participate in clinical and safeguarding audits as required
7. Provide patients and their families /carers with information on standards they should expect from the team  
8. Participate in supervision on a regular basis 
9. The post holder is required to participate in relevant emergency preparedness process for their team.