ICS Clerical Team Leader | Walsall Healthcare NHS Trust

ICS Clerical Team Leader | Walsall Healthcare NHS Trust

The Clerical Team Leader plays a vital role in supporting the delivery of high-quality Intermediate Care services by leading the administrative function across both community and hospital settings.

This role is responsible for ensuring the efficient coordination of clerical services that enable multidisciplinary teams to deliver safe, timely and patient-centred care.

Working closely with clinicians, managers and partner organisations, the post holder will provide day-to-day leadership to the administration team, overseeing workloads, staff supervision, rota management and service delivery.

They will ensure administrative processes are delivered to a consistently high standard, maintaining accurate records, supporting patient pathways and contributing to the smooth operation of the service.

The post holder will act as a key point of contact for non-clinical enquiries, building positive working relationships with colleagues, patients, carers and external partners while maintaining professionalism, confidentiality and excellent customer service at all times.

They will support service development by identifying opportunities to improve processes, maintaining compliance with Trust policies and contributing to audits, performance reporting and quality improvement initiatives.

This role offers the opportunity to make a meaningful contribution to a service that helps patients receive the right care, in the right place, at the right time.

Success in the role requires strong organisational and communication skills, the ability to lead and motivate a team, and a proactive approach to managing competing priorities within a fast-paced healthcare environment.

The Clerical Team Leader will play an integral part in ensuring the Intermediate Care Service continues to deliver an efficient, responsive and high-quality service for the communities it supports.

• To provide efficient, effective and comprehensive secretarial and administrative support to the Intermediate Care Service.
• To provide team leadership and supervision for admin team staff.
• The Team Lead, with the support of the Intermediate Care (ICS) management team, will supervise and manage the administration and clerical team within Intermediate Care (ICS).
• To maintain Walsall Healthcare NHS Trust Standards in all aspects of the job.
• Work closely with the MDT within Health, Social Care, Primary Care, CCG and the private and voluntary sector as Walsall Together

Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300, providing inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community.

Walsall Manor houses the full range of district general hospital services under one roof.

The £170 million development was completed in 2010 and the continued upgrading of existing areas ensures the Trust now has a state-of-the-art Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit facilities.

• Planning, organising and prioritising own workload and the workload for which the admin team is responsible, while accepting direction and delegation from IC South management.
• Ensure a cohesive team is developed and the team is skilled in all administrative and clerical procedures and are aware of roles and responsibilities.
• To manage and supervise the clerical officers on a day-to-day basis.
• To undertake annual appraisals and regular supervision for admin team staff.
• Planning and organising team related tasks/activities.
• Liaise and develop key relationships with the IC private providers to support and manage patient pathways within the agreed national and local IC Key performance indicators to avoid delay in transfer of care, either step up and step-down models.
• Receive and provide information that may require tact or persuasive skills to inform and support work colleagues, clinicians, other departments, patients, and clients as appropriate to the job.
• Liaise and request items, information, or services from other departments, as appropriate.
• Support the IC management team to undertake audits on a regular basis within areas of responsibility as identified by the IC Service Manager
• Manage rotas within the clerical team ensuring continuity of service and both hospital and community sites have admin support.
• Act as central point for non-clinical enquiries, messages, and communications (verbal and written).
• Exercise good judgement, tact and discretion when dealing with patient enquiries by providing a basic analysis of needs within the scope of the job and providing non clinical advice to patients and relatives/carers about admissions and appointments as authorised by the clinical team.
• Respond promptly and appropriately to external and internal telephone queries from patients, carers/relatives, members of the general public and members of the multi-disciplinary team.
• To refer any clinical enquires to relevant clinical teams/management in a timely manner
• Provide clerical support as required and/or as assigned to the IC Service Manager
• Comments and contributes to local administrative and secretarial policies and procedures.
• Support the IC Service Manager in delivery of service changes.
• Handle complaints in a tactful and courteous manner, in line with organisational policies and procedures.
• Be responsible for ensuring confidentiality is always maintained in accordance with the Data Protection Act and organisation’s policies and procedures.
• Organisational
• Prepare/process documents and notes for meetings as assigned to support clinical service delivery.
• Provide secretarial and administrative duties (may include some medical terminology within the scope of the job) include touch typing of quality reports and presentations using a full range of Microsoft Office and IPM software.
• Handle, maintain and track departmental files and/or patient records accurately, confidentially, and sensitively according to approved organisational and governance standards.
• Process detail relating to patients and staff promptly and accurately and in an organised manner
• Compiling and maintaining datasets and/or other detailed information that may require some analysis
• Accurately maintain as directed by Organisational polices routine departmental/service records that may be referenced or audited for purposes of legal record or financial accountability.
• Plan, organise and prioritise own workload, while also accepting direction and delegation from clinical staff and managers.
• Contribute to the planning, organising, and prioritising of work carried out by the IC admin team as required
• Arrange meetings and attend meetings if requested to take and produce accurate minutes of the meeting, circulation of supporting papers adhering to set timescales.
• Support with minute taking at monthly care Group meetings.
• Work on own initiative by planning own workload and/or tasks arranging own diary to resolve conflicting appointments to ensure needs of the service are met.
• Requesting stationary and other consumables relevant to local base using e-procurement system and/or non-stock in line with financial standing regulations and maintain adequate stock levels, receiving deliveries ensuring that they are checked, logged and forwarded to the appropriate staff member.
• Reporting of faults i. e., general maintenance issues.
• Completion of organisational surveys and/or audits i. e., staff survey/notes audit.
• Demonstrate own job role tasks to new staff, bank/agency staff and/or students within Generic Administrative Service.
• General office duties as required (and as appropriate to the department/job) eg Photocopying and printing.
• Receiving and handling of telephone calls according to established policies of professional telephone etiquette
• Receiving, welcoming and directing visitors to the IC Service.
• Filing (personal, departmental, patient information). Handling of post.
• Requesting, retrieving, sorting and handling of patient notes and other information as required.
• Ordering and maintaining levels of stock to include completion of requisitions and handling of petty cash if necessary
• Maintaining order within the work environment.
• Use of computer applications and all relevant databases as necessary and appropriate for the job.
• Ensure equipment inventory is up to date and equipment is maintained by EBME annually.
• To supervise and lead a small group of staff within the clerical team and incorporating all staffing issues- Sickness, recruitment, Induction, performance, training, competency and staffing levels adequately in place for this staff group.
• To oversee health and safety policies and procedures.
• Input of referrals and discharges onto electronic data systems, i. e., ensuring the quality of the data inputted is correct and to given timescales maintaining client’s confidentiality.
• Update Electronic Staff Records (ESR) for annual leave, sickness, competencies etc in a timely manner to meet organisational objectives under the direction of IC Management Team.
• Create, update, and maintain excel spreadsheets and access database records ensuring the quality of the data is inputted correctly and to give timescales.
• Collate data/information from appropriate IT packages eg Mosaic, Careflow.
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