Job summary
Internal applicants only LWSW employees only
This post is available to LWSW employees only. Please do not share these details outside of the organisation.
30 hours per week.
Working closely with the Service Support Manager, you will help coordinate reception services across a range of healthcare settings including Cumberland Centre, Mount Gould Local Care Centre, Estover Health Centre and Plymstock Clinic, together with any future locations as service needs evolve.
You will support the Service Support Manager in leading a team of Receptionists and Health Care Assistants, ensuring administrative processes run effectively, clinics operate efficiently and patients receive a high standard of service throughout their care journey.
The role requires excellent communication and organisational skills, the ability to manage competing priorities and a commitment to delivering high-quality support services within a busy healthcare environment.
You will work with a high degree of autonomy while having access to advice, guidance and support from the Service Support Manager and wider management team.
This role may not be eligible for sponsorship under the Skilled Worker route; please refer to the Direct Gov website for more information with regards to eligibility.
Main duties of the job
The Service Admin supervisor is responsible for the day-to-day supervision and management of Receptionists and Healthcare Assistants across multiple community healthcare sites. The postholder will ensure the efficient delivery of reception and administrative services, support the smooth running of clinics, coordinate staffing and cover arrangements, and provide leadership, training and development for team members.
The role includes overseeing clinic administration, managing appointments and waiting lists, maintaining accurate records, handling patient enquiries, and ensuring excellent customer service for patients, visitors and staff. The postholder will also support recruitment, performance management, risk assessments, incident reporting, resource management and the implementation of organisational policies and procedures. Working closely with the Service Support Manager, they will contribute to service improvement, deputise when required, and help ensure the effective and safe operation of community healthcare services.
Please note that Livewell may close the job advertisement earlier than the specified deadline if a high number of applications are submitted. Therefore, we recommend you submit your application at the earliest opportunity.
All Livewell staff are expected to be able and willing to work across a 7 day service.
About us
Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs.
As an organisation with a strong social conscience we are guided by our values, kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve.
We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives.
We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation.
Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert.
Job description
Job responsibilities
5. MAIN DUTIES/RESPONSIBILITIES
5.1 Responsibility for People Management
To be responsible for the day-to-day supervision and line management of the Receptionists and Health Care Assistants, ensuring cover is obtained for absences when necessary. To inform the Service Support Manager of any difficulties in the provision of cover and to inform staff based in the clinic affected of interim arrangements during absences.
To monitor annual leave, sickness and other absences for all members of the team and report issues to the Service Support Manager for any action. Recording staff absence onto eRoster.
To draft the staffing roster utilising eRoster on a weekly basis with support from Service Support Manager.
To have operational leadership and daily management responsibility for relevant administrative & clinical staff including recruitment, performance management, absence management, risk assessments, disciplinary, training & appraisal.
To allocate work on a daily basis to the clerical team and to delegate tasks as appropriate.
To assist in the short listing and interviewing of new team members.
To be responsible for the training of new staff and ongoing training of existing staff. To ensure the induction package for all new starters to the team is accurate and up to date.
To cascade information which affect working processes to team members via team meetings or other means of communication, and to support the team in adopting new systems / working practices.
To be familiar with the policies of Livewell Southwest and to ensure that clerical staff are briefed where these policies have an impact on their working practices.
To arrange, attend and contribute to team meetings, take minutes, and ensure that any follow up action is carried out in a timely manner. To chair meetings in absence of Service Support Manager.
To take part in regular supervision meetings with the Service Support Manager.
To deputise in the absence of the service support manager to attend meetings and resolve day-to-day issues.
5.2 Responsibility for financial and/or physical resources
To assist in monitoring use of all Outpatient and Meeting rooms and to book rooms as requested using the electronic space booking system (Planon).
Ordering of printing, stationery and infection control supplies.
Ordering and issuing hearing aid supplies, on behalf of Audiology at Derriford Hospital.
To report faults and maintenance issues to Estates or Kier as appropriate.
5.3 Responsibility for administration
Use of Microsoft Office programmes; Word, Outlook, MS Teams, Excel and Powerpoint to carry out administration duties. Use of other programmes e.g. SystmOne, EPIC, Eproc, CRIS, eRoster, Planon and ESR.
To ensure the smooth running of the Podiatry Clinic, booking follow up appointments using SystmOne and having oversight of the waiting lists, ensuring data is accurate and maintained correctly by the team.
Liaising with patients relating to any aspects of or changes to their scheduled appointments, either face to face, on the telephone or using the letters generated by SystmOne and recording contacts in the patients electronic records.
To check data quality for clerical staff entries by checking waiting lists and caseloads and to remedy any shortcomings.
Processing complaints, compliments and cause for concern enquiries passing them on to the relevant managers for timely follow up, including Data Protection enquiries.
To be responsible for booking interpreters as required.
To update the telephone lists at clinic locations in accordance with information received.
5.4 Responsibility for people who use our services
To provide general reception duties, including dealing with enquiries and requests from the general public either face to face, over the telephone or by letter. Telephonist duties, including forwarding calls to appropriate departments and taking messages for absent staff etc. where necessary.
To liaise with the Podiatry Admin Manager regarding the development of the Podiatry Service clinics run within the city and peripheral clinics in South Devon attending meetings as and when necessary.
Signposting patients to the correct department when requested. Ensuring leaflets and posters are up to date and accurate.
To act as a contact for staff based at the Cumberland Centre, Mount Gould Local Care centre, Estover Health Centre and Plymstock Clinic, updating, co-ordinating and providing information as necessary. To attend accommodation meetings when required.
Provision of clerical/reception services to support all clinics/services which may now, or in the future, be run from the Centre/Clinics.
To liaise with Sentinel, UHP, Community Groups and other staff regarding the day to day running of the reception and Outpatient areas.
5.5 Responsibility for implementation of policy and/or service developments
To report incidents and assist in the implementation of any learning from them.
To undertake risk assessments, including DSE assessments, on work tasks undertaken by the team and the conditions of the buildings the team work from. To support the Service Support Manager in the management of the risk register.
Person Specification
Qualifications
Essential
- - Educated to NVQ 3 in a relevant subject or equivalent level of qualifications or significant equivalent previous experience and knowledge
Experience
Essential
- -Substantial experience of working in an administrative environment using computerised data systems.
- -Experience of supervising other staff members
- -Experience working with members of the public
Desirable
- -Experience of working in a health or social care office environment.
- -Experience of working with waiting lists
Skills
Essential
- - Good writing, typing, data entry and telephone skills ensuring accuracy.
- -Ability to communicate verbally and in writing to a good level (face to face and over the telephone)
- -Ability to work with teams and colleagues outside of own service area.
- -Ability to use initiative to prioritise own workload and that of the team.
- -Ability to work effectively as part of a team.
- -Ability to work to to set deadlines within the scope of role
- -Organised, efficient and accurate
- -Flexible and adaptable willing to learn new skills
- -Able to analyse problems and initiate appropriate solutions effectively
- -Empathetic approach to managing and resolving queries
- -Able to apply tact and sensitivity to establish trust and support
Knowledge
Essential
- -Good working knowledge of Microsoft Office including Outlook, Teams, Word and Excel
- -Excellent understanding of general office or front facing reception working procedures
- -Understanding of confidentiality & data protection act
- -Able to build effective working relationships with customers and colleagues/staff
Desirable
- -Knowledge of SystmOne.
- -Knowledge of eRoster.
- -Understanding of Data Protection legislation
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
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. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Livewell Southwest
Address
200 Mount Gould Road
Mount Gould
Plymouth
Devon
PL4 7PY
United Kingdom
Employer's website
https://www.livewellsouthwest.co.uk/ (Opens in a new tab)
Service Admin Supervisor in Plymouth employer: LIVEWELL SOUTHWEST
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