Msst Admin Team Lead

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, support staff, radiology, and other diagnostics, record staff, MSST partners, and 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, monitor clinic capacity to treat all patients on the waiting list, and collaborate with the MSST referral centre. Working closely with the Business administrator, 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 essential support in relation to Therapy Services and MSST Level 3, demonstrating knowledge of secretarial or administrative procedures and systems, including 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, and manage referrals and queries received in multiple inboxes in line with service standards. They support the Admin and Booking co-ordinators (ABCs) in the use of these systems.

Responsibilities include:

Input activity data; Record and amend details of patients accurately on PAS; 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 while 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, contribute to analysis for reporting purposes, and identify actions to address breaches in performance. To contribute to ongoing service improvement plans and policies for Therapies and MSST level 2 and 3, being open to changes in current practices and offering input into meetings/workshops as required, initiating 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, documenting within personal development plans. Conduct regular system and information quality checks on all staff to ensure Trust policies and procedures are adhered to and document within personal development plans. Maintain links with similar services to ensure the service follows best practice and integrates changes to National and local policy promptly into daily operations.

The post holder will monitor data quality, ensuring 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, attending 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 their 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 coordinated 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 through 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 practices in each area. The post holder will act as an 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 pass 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 workloads. To monitor daily the Patient Tracking Lists (PTL) on RIO for the designated specialties by tracking, booking, and closing patient 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 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 and 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 Manager, 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 deals with all inboxes daily along with individual emails, responding in line with service standards. Participate in providing training within the Department, making sure individual training matrix is up to date.#J-18808-Ljbffr