Team Administrator (Individualised Commissioning Team / Trafford)

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COMMUNICATION

·       Responding to queries, in relation to children and young people with complex disabilities, from patients, relatives, GP’s, clinical and social work professionals, local authority, internal and external partners from NHS, independent and third sector bodies.

·       Liaise with third parties including health and social care professionals, providers, patients or family members.

·       Use initiative and escalating queries and issues as appropriate.

This will require tact, diplomacy and negotiation skills in order to deal with enquiries and diary management effectively, and to support the team’s case management function.

·       Ensure telephone calls receive a prompt, courteous, non-judgmental and well informed response.

·       Deal with anxious patients and staff with tact, patience and discretion e.g. appointment queries or resolving potential complaints

·       Demonstrate a sensitive and professional approach to all staff, patients and other groups.

·       Recognise where communication difficulties arise and overcome barriers to understanding.

·       Develop and maintain effective working relationships with colleagues.

INFORMATION RESOURCES, ANALYSIS AND DECISION MAKING

·       Be resourceful and use judgment where there is more than one solution, in order to respond to queries appropriately.

·       Develop an understanding of relevant local and national policies, procedures, and guidance relating to the role (for example, Transforming Care, Section 117 aftercare, and Responsible Commissioner guidance) or key related areas such as such as Continuing Health Care (CHC) and Funded Nursing Care (FNC).

Information Management

·       Prepare papers, minutes, reports and file correspondence on the Caretrack patient system.

·       Receive and request complex, confidential and sensitive patient information from a variety of sources; this may involve frequent indirect exposure to potentially distressing information via written material or verbal discussion at meetings.

·       Able to take accurate minutes in fast paced meetings where clinical discussion may be the prevailing characteristic, and produce correspondence to a consistently accurate and professional standard. This includes taking notes at departmental meetings or similar, or processing notes taken by others.

·       Ensure that the patient information system and associated financial and corporate records are accurately maintained in a timely manner. Information and documentation will be recorded and shared in line with Information Governance policies and procedures.

·       Support the Children and Young People Case Manager (Transforming Care) to maintain the Dynamic Support Database.

·       Support archiving, data-cleansing and regular reporting activities to promote the accuracy of information held by the ICS and utilised within the commissioning function to meet team objectives; including creating, developing and updating spreadsheets for information collation and maintaining local and national trackers.

·       Supporting the Children and Young People Case Manager (Transforming Care) in maintaining accurate and timely information on in-patients that are the responsibility of the ICS and providing reports to NHSE England and to partners as required.

Supporting the production of comprehensive monthly reports to the Commissioning Manager for MH, LD, Autism & Eating Disorder services, setting out activity undertaken, including update on individuals and operational issues including barriers to discharge.

PLANNING & ORGANISATION

·       Prepare agendas and minutes for Care Education and Treatment Reviews (CETR) that are chaired by the Children and Young People Case Manager (Transforming Care).

·       Provide administrative support for the Children and Young People Case Manager (Transforming Care); including monitoring multiple email accounts, organising and coordinating meetings, supporting reviews, and responding in a timely, sensitive and supportive manner to telephone, post and email communications and any required uploading to patient information systems. 

·       Autonomously manage a variety of administrative tasks and complex activities throughout the day for different team members, adjusting plans and prioritising effectively to respond appropriately to urgent requests and to meet deadlines in accordance with ICS operational processes.

·       Organise and plan meetings and events as required, often with multiple internal and external bodies or partner agencies.

POLICY & SERVICE DEVELOPMENT

·       Contribute to performance and process improvements of the LD Commissioning Team to support the continual development of the function, including contributing to the development of policies and refinement of procedures relating to own work area.

·       Participate in corporate surveys or audits as necessary within the role.

·       Implements policies for own work area and proposes or changes to administrative policies for operational services.

·       Works within agreed protocols maintaining patient confidentiality at all times.

·       Carries out duties in accordance with the General Data Protection Regulation (GDPR).

·       Participates in service reviews and actively put forward suggestions for improvement for own work area.

·       Maintains a safe and clean environment in accordance with the ICS’s Health & Safety policy.

·       Ensure own actions contribute to the maintenance of a quality service provision.

·       Adhere to all ICS policies and procedures.

FINANCIAL & PHYSICAL RESOURCES

·       Be responsible for liaising with ICS and local authority finance colleagues, and NHS and independent sector providers, to ensure the accurate recording of finance records on the team database in order to support the reporting, monitoring and forecasting functions of the LD commissioning teams.

·       Responsible for accurately managing aspects of invoice validation.

·       Utilise the ICS finance systems and national and local databases in order to support service performance and quality monitoring.

·       Follow agreed processes in relation to the management of urgent funding requests received by the ICS to ensure due process is followed to obtain funding approval from delegated financial authorities.

PEOPLE MANAGEMENT

·       Provide cover for and undertake duties of absent colleagues, including the IMHaD Administrator as required.

·       Support the wider nursing directorate functions of NHS GM ICS Trafford as required.

·       Contribute to the development of others by providing basic training where required to other staff members in respect of administrative systems and Mental Health team processes.

·       Responsible for training staff in the use of the systems they routinely use.

·       Responsible for the self-development of skills and competencies through participation in mandatory training, appraisal and development activities, and maintain up-to-date technical and professional knowledge relevant to the post.

·       Participate in the ICS performance and development review and undertake any identified training and development related to the post.

·       Maintain a PDP file of evidence based learning.

RESEARCH, DEVELOPMENT & AUDIT

·       Support research and audit functions within the team so that we can improve practice and deliver safe high quality efficient services.

·       Utilise basic research skills to undertake the required administrative functions and to support individual case work; or as part of project-based work-streams or audit.

·       Maintain and devise spreadsheets to assist in data collection and management, and produce timely reports using IT packages including Excel and pivot tables.

GENERAL RESPONSIBILITIES

Infection Control

It is the duty of every member of staff to take personal responsibility for the prevention and control of infection, as laid down in the GM ICS policies and procedures which reflect the statutory requirements of the Hygiene Code.

Health and Safety at Work

All employees are required to take reasonable care for the health and  safety of themselves and other persons who may be affected by their actions or omissions at work and co-operate with the employer in ensuring that all statutory and other requirements are complied with.

Confidentiality & Data Protection

Employees are expected to comply with all confidentiality policies and procedures and to work in accordance with the Data Protection Act 2018. For those posts where there is management or supervision of other staff it is the responsibility of that employee to ensure that their staff receive appropriate training (e.g. induction, organising refresher sessions for staff when necessary.)

You should disclose information only to authorised persons or organisations as instructed. Breaches of confidentiality may result in disciplinary action, which may include dismissal.