Msst Admin Team Lead

Job summary The Team Leads ensure the Administrative and Booking Coordinators manage and co-ordinate the outpatient pathway from the Electronic Referral System , through discharge or Patient Initiated Follow up .
To ensure appointments are booked according to the relevant protocols, Musculoskeletal Services Shropshire & Telford (MSST) handbook booking policies and procedures.
Contributing to the overall efficient and effective running of all designated clinics.
The post holder will provide supervision, leadership and guidance to the Outpatients MSST Admin Team.
The post holder will be expected to cross over with the Team Lead for Physiotherapy.
Applications from job seekers who require current Skilled Worker Sponsorship to work in the UK are welcome and will be considered alongside all other applications.
Job seekers should be aware that not all roles will be eligible for Skilled Worker Sponsorship.
For further information visit UK Visas and Immigration - ( Main duties of the job The post holder will be responsible for the provision of quality booking functions for all elective systems, while maintaining a high level of professionalism and credibility to the Trust whilst ensuring waiting time targets are achieved.
The post holder will be responsible for ensuring all areas are manned appropriately and rotas produced according to the needs of the service.
Ensuring that HR and Trust policies adhered to, including sickness absence, performance and appraisals.
To establish and maintain good working relationships with other staff, Clinicians and support staff, radiology and other diagnostics, record staff, MSST partners & GP Practice staff across the whole system.
To provide a suitable role model to team members and direct reports.
About us The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH)is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.
Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role.
We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities - including our recently-opened £6 million Headley Court Veterans' Orthopaedic Centre (the first unit of its kind in the UK).RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and hospital is located on a site outside Oswestry in Oswestry, just off the A5.
The nearest train station is in Gobowen, approximately two miles from the hospital.
The station is part of the Chester to Birmingham are based in North Shropshire, close to the border with North and Mid Wales.
It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links.
It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.
Job description Job responsibilities The Team Leads ensure the ABCs manage and co-ordinate the outpatient pathway from the ERS, through discharge or PIFU.
To ensure appointments are booked according to the relevant protocols, MSST handbook booking policies and procedures.
Contributing to the overall efficient and effective running of all designated clinics.
To establish and maintain good working relationships with other staff, Clinicians and support staff, radiology and other diagnostics, record staff, MSST partners & GP Practice staff across the whole system.
To provide a suitable role model to team members and direct reports.
To support the Administration and Booking Co-ordinators in maintaining multiple clear and robust waiting lists, maintain monitoring clinic capacity to treat all patients on the waiting list, and in collaboration with MSST referral centre.
Working closely with the Business administrator, and assistant, and the clinical Service Managers (Therapies and level 3).
To deal with enquiries from Outpatient staff, MSST partners referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Therapy Services and MSST Level 3, demonstrating knowledge of secretarial or administrative procedures and systems, some of which are non-routine, such as answering queries, progress chasing, and task-related problem solving.
Exercises judgement when dealing with enquiries.
Analyses information to resolve problems quickly and efficiently within the MDT.
To work across numerous systems to provide a Shropshire wide service, including ESR, RIO, Lorenzo, Referrals and queries are received in multiple inboxes that must be managed in line with service standards.
They support the Admin and Booking co-ordinators (ABCs) in the use of these systems.
a.
Input activity data;b.
Record and amend details of patients accurately on PAS; andc.
Add referrals to a waiting list.
Make outpatient appointments and generate confirmation letters.
The post holder will provide robust and successful leadership to guide and steer the team to achieve agreed targets and objectives, whilst ensuring all Trust and relevant system policies and procedures are adhered to.
The post holder will monitor all KPIs and targets relating to performance within the Team, and contribute to analysis for reporting purposes and to identify actions to address breaches to performance.
To contribute to the ongoing service improvement plans and policies for Therapies and MSST level 2 and 3, being open to changes to current practices and offering input into meetings/workshops as required, initiation and leading change within areas of own responsibility.
The post holder will manage the capacity and demand of the workload to ensure correct staffing levels and skill mix at all times, redeploying as required to provide cross cover across Therapies and MSST level 3 Conduct regular call quality checks with all staff and feedback and document within personal development plan.
Conduct regular system and information quality checks on all staff to ensure Trusts policies and procedures are being adhered to and document within personal development plan.
Maintain links with similar services to ensure the service follows best practice and shares best practice and changes to National and local policy are promptly integrated into the daily operation of the service.
The post holder will monitor data quality, ensuring information is accurate and timely data input, collect and provide statistical information as required.
The post holder will attend performance meetings (RJAH and MSST system wide meetings) and be accountable for clinic utilisation and performance and attend a meetings to highlight and respond to any possible issues in forthcoming weeks.
To monitor and ensure the weekly validation of PTLs (Patient Target Lists) for Outpatients, ensuring capacity issues are highlighted to the relevant Managers within the Access Team.
The post holder will monitor, record, validate and investigate daily, weekly and monthly reports ensuring accuracy and/or targets achieved for your areas.
The post holder will support the recruitment of staff to the service and organise induction & training for all new staff.
The post holder will be responsible for maintaining adequate staffing levels, ensuring rotas are co-ordinated to provide cover in peak periods and when high demands of patient telephone calls are anticipated.
The post holder will undertake and support all appraisal/personal development planning for all staff in accordance with Trust policies.
The post holder will record and monitor sickness levels within the team, reporting any breaches of thresholds to the ABA, and with guidance, taking staff though the relevant management stages.
The post holder will approve record and monitor annual leave for the team ensuring all areas are appropriately staffed, telephones manned and administrative tasks and local KPIs covered.
Represent the admin function at department meetings to convey departmental and organisational messages, such as operational issues, updates on processes and developments.
To be responsible for the daily huddles/coms cell meetings.
The post holder will work closely with the clinical service managers, providing updates when requested and identifying and developing best practice in each area.
The post holder will act as expert for operational booking processes within designated areas.
The post holder will maintain stationery levels for the admin function using the E-Procurement electronic ordering system.
To assist in the ordering/receipting of stationery and supplies where appropriate.
The post holder will provide advice, information and guidance to patients, relatives and Trust staff regarding appointments and general information on waiting list management and will support the Administration and booking coordinators in this function.
The post holder will deal with complaints from patients, relatives and Trust staff, and where necessary passing on unresolved issues to the service manager, in line with Trust policies and standards.
The post holder will support the ABM in organising and supporting the administration function of the team in periods of absence/peak in workloads.
To monitor daily the Patient Tracking Lists (PTL) on RIO for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline.
To use PTL (RIO and Lorenzo/Apollo) spreadsheets to manage potential breaches within the Therapies department and book appropriately.
To attend the monitoring meetings in the absence of the Assistant/Business administrator and to escalate concerns and potential solutions.
To provide copies of Therapy treatment notes to Solicitors upon official written requests.
To manage Therapists diaries ensuring all training and meetings are inputted To deal with patients face to face and by telephone in a sympathetic and welcoming manner.
To ensure the provision of a high-quality reception function, supporting the training of staff to provide reception cover.
Send appropriate paperwork to patients relating to therapy appointments.
To be a first point of contact for patients with clinical concerns which could include urgent or emergency pathways.
Ensure all relevant documentation is scanned onto EPR and filed as appropriate.
Ensure all relevant documentation is uploaded onto RIO.
To work closely and effectively with the Therapy team in order to support communication throughout the service, take messages and relay information.
Maintain confidentiality at all times.
Escalate issues and potential solutions.
To ensure that medical case-notes are kept in good order and up to date, ensuring scanning occurs in a timely fashion.
Ensure efficient/accurate filing of case-notes.
Copy and distribute paperwork as necessary to support the functioning of the Departments.
Set up new outpatient clinics and amend booking rules as required f and to rota the provision of duty clinician function in MSST level 3.
To be responsible for producing the clinic utilisation report (manually) and to liaise with the MSST referral centre to ensure clinics are utilised and planned efficiently with partner organisations.
To be responsible for ensuring that all clinic appointments are outcomed correctly from either the clinical outcome form, RIO or once the clinic dictation is typed.
To be responsible for addressing missing outcomes.
To ensure the admin team consistently identify appropriate issues to escalate to the duty clinician, Clinical Team Lead; Clinical Service Manger or Administrative Service Manager; for example to take responsibility for the communication of any urgent results received by the admin team to the appropriate clinician.
To be responsible for ensuring that the admin team deal with all inboxes daily along with individual email, responding in line with service standards.
Participate in providing training within the Department, making sure individual training matrix is up to date.
Person Specification Qualifications/Training Essential GCSE or equivalent as a minimum (inc Maths and English) ILM First Line Management or equivalent Customer Services NVQ Level 3 - 4 or NVQ in Business Administration or Equivalent experience.
Experience Essential Experience of supervising a team.
Previous experience of working in the NHS.
An understanding of capacity management An understanding of National and Local wait time targets (RTT Referral to Treatment) Ability to analyse and interpret data.
Customer service experience.
Desirable Previous experience in NHS.
Previous experience of utilising hospital patient administration systems.
Customer service experience.
Skills and Competencies Essential Able to work on own initiative and under pressure.
Able to work within a multidisciplinary team.
Good communication skills.
Written, oral and electronic.
Tact and discretion when dealing with sensitive and confidential information.
Able to work flexibly and multitask.
Advanced keyboard skills IT literate.
Knowledge/proficiency in the use of varied computer programmes (Excel.
Word & Outlook).
Desirable ECDL or equivalent Knowledge of National E-Referral System Knowledge (including specialist or technical knowledge required) Essential Staff management and leadership.
Knowledge of outpatient booking systems.
Able to work to deadlines.
Ability to prioritise and manage workload where accuracy and attention to detail is essential.
Understanding of medical terminology.
A clear understanding of referral to treatment waiting times and targets.
Desirable Experience of NHS booking systems.
Experience of current issues in healthcare and waiting list management.
Knowledge and understanding of Personnel Policies.
Personal Qualities & Trust Values Essential Ability to manage own busy workload as well as supervise the work of the team.
Self-motivated.
Good leadership skills.
Friendly - patients, colleagues, public are always put at ease and made welcome.
Excellence - ensure the care we deliver has great outcomes for patients.
Caring - put the patient first and be considerate of their needs.
Professional - apply high professional standards to your role.
Respect - for patients and each other.
Motivate and lead a team.
Communicate effectively at all levels both verbally and in writing.
Deal with sensitive issues with tact and diplomacy (complaints/difficult or upset patients or staff) Remain calm under pressure and work to demanding deadlines.
Develop effective working relationships.
Work unsupervised managing own workload.
Flexible approach, ability to complete a variety of tasks at one time.
Professional manner, ability to work in a pressurised role and ensure self-motivation.
Desirable The ability to maintain high levels of morale.