Detailed job description and main responsibilities

Main duties by factor:

1. Communications and Relationship skills - (Factor 1)

• Develop networks and liaise with other hospital professional groups and outside agencies as required on behalf of the division.
• Actively support the OM in the escalation process by informing wards / departments and medical staff of the situation and by providing operational assistance to the general management team as requested.
• Respond to any general queries with varying levels of complexity from the teams and direct them to alternative information sources if appropriate.

• Provide close support for team member/s responsible for organising meetings and conferences

• Respond to frequent enquiries from managers, stakeholders, professionals and, less frequently, the general public, offer support and guidance including using written, verbal and face-to-face communication. Using empathy, tact, sensitivity and judgement to deal with all queries in a professional, confidential and sensitive manner, especially where there are barriers to understanding.
• Manage and deal with complex, sensitive, confidential and continuous information.
• Take accurate telephone messages, collect relevant information, and deal with difficult callers, including members of the media in a confident and friendly manner.
• Liaise with staff and managers over a range of issues.
• Provide diary management for the teams, including arranging meetings and booking appointments on request or based on precedent, giving apologies where appropriate and finding a suitable deputy.
• Prepare agendas from previous minutes, collate documents and meet deadlines, once agreed.
• Take notes when required and distribute after approval. Provide other administrative support to a variety of meetings when required.
• Proof-read documents for spelling, punctuation, format and grammar. Reformat documents as needed.

2. Analytical and Judgemental skills - (Factor 3)

• Co-ordinate all aspects of the services risk management and governance activities in conjunction with the OM.
• Actively be involved in producing reports relating to governance issues and actively involved in the analysis of clinical and information governance incidents that will contribute to the improvements in clinical and administrative practice.
• Actively be involved in the embedding of risk management processes and support the co-ordination and maintenance of the service and Divisional Risk Register
• Analysis of business performance information of varying levels of complexity, decisions on meeting business targets, highlighting gaps and issues in performance information.
• Participate in validation of patient pathways to ensure RTT & Diagnostic pathways (DM01)  compliance / completion
• Using initiative and judgement to raise issues with Line Manager or members of the Teams when

3. Planning and Organisational skills - (Factor 4)

• Use initiative to prioritise own workload some of which can be of a complex nature, exercising discretion as to the degree of urgency, importance and confidentiality required
• Multi-task, and plan work for short- and medium-term. Plan straightforward, and occasionally complex tasks and activities.
• Actively involved in the development of the annual capacity and demand planning
• Actively involved in the development of cost improvement plans

• Support the OM in setting up meetings as required and take notes at meetings.

• Check clinics daily for capacity and ensure all slots are filled in a timely manner and arranging the setting up of additional clinics as able.
• Check two week rule capacity sheet and escalate through Line Management if clinics are required.
• Organise dates and venues for appraisals and mandatory training of secretaries within the Care Group Team, type up notes and store in Divisional Management drive.
• Provide a flexible workforce to arrange for maximum secretarial and administrative and clerical support within the division, especially during periods of leave and sickness.
• Co-ordinate any bank staff requirements and minimise bank and overtime costs.
• Share best practice and document processes.
• Undertake specific projects and tasks as requested by the Teams.
• Ensure deadlines are met and take appropriate action to make sure work is completed to given timescales.

4. Patient/ Client Care - (Factor 6)

• Check clinics daily for capacity and ensure all slots are filled in a timely manner and arranging the setting up of additional clinics as able
• Management of specific projects and for supporting divisional projects that contribute to service improvements aimed to ensure that the patient is central to the delivery of high quality patient care

5. Policy and Service Development Implementation - (Factor 7)

• Utilising service improvement techniques including process mapping, capacity and demand modelling, development of integrated business and service plans and improvement cycles support the teams to provide services in new and innovative ways.
• Implements policies, proposes changes to practices, procedures for own area
• Management of specific projects and for supporting divisional projects that contribute to service improvements aimed to ensure that the patient is central to the delivery of high quality patient care.
• An integral part of the Divisional team that supports the Trust in delivering its strategic direction and objectives surrounding the ‘Patient First’ programme
• Work closely with OM to ensure that services are compliant with all national and local targets such as Referral to Treatment, Cancer Waiting Times and national and local CQUINS.

6. Financial and Physical Development (inc. equipment, stock etc) - (Factor 8)

• Delegated administrative budget holder.
• Orders stock and stationery; authorised signatory for travel arrangements, meeting
• Expenses
• Complete the Trust’s rostering system (hours worked / annual leave / sickness / etc.)

7. Human Resources (inc. developing and delivering training) - (Factor 9)

• Provide day-to-day line management support of a multi-disciplinary team group. There is a responsibility to assist the group in delivering sustainable change and continuous improvement.  This will include performance and objective setting, carrying out appraisals and assisting with personal development plans
• Support the development of an effective and efficient administrative team and take into account workforce planning, development and modernisation in line with future service requirements.

• Contribute to the development of an enabling culture within the care group that supports others to succeed and flourish
• Promote staff engagement and satisfaction within area of responsibility in the care group
• Mobilise the energy and commitment of all staff members and actively encourage innovation and improvement from others
• Actively promote a culture of openness, transparency and candour ensuring that any concern raised is treated seriously and dealt with promptly
• Facilitate improved patient safety and experience by actively contributing to change processes that lead to improved staff health and wellbeing
• Take decisive and timely action to address areas of poor performance, under-achievement, and risk.
• Manage and approve annual leave, study leave and duty rotas for administrative staff in own area of responsibility.
• Monitor staff workloads and allocate work according to staffing levels; recommend adjustments if required to the OM.
• Provide appropriate support and advice to staff in line with the Trust’s disciplinary procedures and to participate in the disciplinary procedure at an appropriate level.
• Recruitment of administration staff to include, devising adverts and job descriptions, short-listing, and interviewing.
• Identify and agree own developmental needs through the Trust’s PDR process and to provide opportunities for staff to undergo relevant training and development.
• Support all new administrative and bank staff to ensure they receive appropriate induction, training and supervision, with progress monitored.

• Manage the band 4, band 3 and band 2 staff, appraise them and allocate work accordingly.
• Ensure all secretarial team staff are appropriately trained with training plans from PDPs actioned.
• Train and induct new team members on the database and filing system.
• Act as first port of call for secretarial issues.
• Work within procedural guidelines to ensure that all employees’ personal files are maintained according to audit requirements.

8. Information Resources - (Factor 10)

• Record additional clinic sessions on the extra sessions spreadsheet, file and send to Payroll once signed
• Utilising the various Trust Information systems the post holder will have responsibility for the effective management of operational services to support the delivery of performance targets and financial balance
• Maintain databases and other information storage systems, inputting and retrieving information.
• creating, updating and storing relevant documents and records, supplying relevant information and documentation to attendees,
• collating, analysing and storing follow-up information/assessment
• Work with the Corporate Information & Access teams to ensure relevant information is available for regular and ad hoc reports.
• Support the monitoring clinical incident forms and highlight trends in clinical incidents for the service. Collate quarterly reports on clinical incidents for submission to the Clinical Governance Group.
• Support the maintenance of the service’s Risk Register and development of a system for reviewing and updating risks with the senior management team
• Co-ordinate the response to formal and PALS complaints and produce regular reports for the Divisional Boards that give direction in terms of remedial actions.
• Critically evaluate data from different sources to ensure quality, consistency and accuracy.