A&E Administration Team Leader in Ashton-under-Lyne

MAIN RESPONSIBILITIES

• Support the Receptionists/Clerks in ensuring all operational processes are adhered to in accordance with Trust policies and Standard Operating Procedures.
• Provide advice, guidance and support to the Receptionists/Clerks on day to day issues that may arise within the service.
• Provide day to day coordination of staff including allocation of work.
• Plan and circulate the weekly/monthly rota for all Receptionists/Clerks to ensure adequate staffing on a daily basis.
• Deal directly with routine queries as a first point of contact for members of the public and agencies contacting A&E.
• Provide appropriate information and advice to members of the public and other agencies to help resolve their queries.
• Receive queries through email, referral systems and by phone.
• Train staff in the systems and processes relevant to the job role.
• Undertake other tasks as required by the line manager, which are commensurate to the band of the role.

KNOWLEDGE AND SKILLS

• Communication: Good communication skills to deal with regular enquiries through a range of media (e.g. email, referral, over the telephone) and manage these in a sensitive and caring manner.
• Communicate verbally and non-verbally to deal with enquiries from service users/relatives, members of the public and other professionals.
• Handle occasional aggressive patients and maintain good relationships with service users/patients, medical professionals and other departments across the health and social care setting.

Responsibility for Service User/Patient Care:

• Ensure service users are given appropriate information and direction in relation to the services provided.
• Ensure service users are greeted and dealt with in a courteous and professional manner.
• Identify and take action on any problems, bringing them to the attention of the A&E Admin Supervisor.

Planning and Organising:

• Ensure that A&E & Same Day Emergency Care areas are adequately resourced in terms of staffing levels to maintain a 7-day week service.
• Organise and plan own day to day workload or activities as well as the workload for the Receptionists/Clerks.
• Provide mentoring and training for all new and current staff in relation to systems and processes.
• Assist with the planning and organising of mandatory training for all staff within the required timeframes.
• Use appropriate systems to manage patient attendances and appointments.
• Assist with data collection and audit as requested by the A&E Admin Supervisor.
• Oversee the inputting of data and ensure adherence by Receptionists/Clerks.
• Promote and monitor the quality of work within the service.
• Prioritise workload as frequent interruptions can be expected from the public and professionals.
• Use initiative to a significant level and work without direct supervision.

Responsibilities for Physical and/or Financial Resources:

• Ensure safe and efficient use of equipment, resources and consumables at all times.
• Responsible for ordering stock items (stationery) for the A&E Admin department.

Responsibility for Policy and Service Development and Implementation:

• Contribute to the review and development of policies as appropriate to the service.
• Identify areas that could be enhanced to support service development.
• Highlight and implement changes to working practice to improve day to day operational functions within A&E/Same Day Emergency Care.
• Adhere to Policies and Procedures.

Responsibilities for Human Resources and Leadership:

• Ensure staff are aware and adhere to all Trust policies and procedures.
• Contribute to the recruitment and selection process of Clerks according to Trust procedures.
• Supervise staff incorporating 1:1s and authorising annual leave.
• Participate in appraisal process with the A&E Admin Supervisor.
• Provide support and guidance to staff as required.
• Support new or less experienced work colleagues to adapt to the workplace.

Responsibilities for Teaching and Training:

• Participate in training and development activities that are relevant to the job role.

Responsibilities for Data and Information Resources:

• Use patient data system package to document enquiries and make referrals.
• Use electronic communication systems such as emails, intranet, team brief and internal communication systems.
• Take and transcribe minutes of meetings as required.

Research, Development and Audit:

• Provide assistance as requested by the A&E Admin Supervisor to complete internal clerical audits.