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• To oversee the smooth operational running of the Call-centre and Admin Support teams, ensuring key performance indicators are delivered.
• To oversee the quality of administration data input into the Trusts Patient Administration System (PAS) and any other relevant system.
• To be the point of contact for all data errors made, investigating and providing an action plan for persistent errors with the support of the Admin lead and management team.
• To liaise with other relevant internal trust staff to deal with any issues and queries relating to outpatient administration, ensuring timely resolution of issues raised and upwardly reporting these to Outpatient Admin Co-ordinator Lead and Management team.
• To attend meetings representing Outpatient/Ward Clerk Administration Team as delegated and to participate in internal team meetings.
• To carry out data validation tasks and audits as requested.
• To participate in the daily Situation Report (SitRep) meeting, to escalate any service shortcomings or failures. This may include cross cover amongst teams or appropriate use of available bank staff.
• Any other duties within the Outpatient/Ward Clerk administrative function commensurate with the grade, to cover sickness, annual leave or other workforce issues.
• To maintain stock levels of stationary and uniforms within the Outpatient/Ward clerk office

Supervision:

• To supervise the Call-centre and Admin Support teams in all aspects of their duties as laid down in their job descriptions by monitoring and recording workload as necessary.
• Producing objectives for the Call-centre and Admin Support teams and participate in regular performance reviews.
• To participate in the recruitment and interviewing of appropriate grades of staff.
• To participate in the first line of disciplinary process for appropriate grades of staff.
• To approve and record annual leave requests in accordance with the Trust’s leave policy and ensuring the department can remain operational while staff are on leave.
• To record sick leave and conduct informal back to work interviews for staff taking sick leave in accordance with Trust policies.
• To ensure that clerical staff adhere to policies and procedures agreed
• by the Trust.
• To investigate the first stage of any informal/formal complaint to the Trust.
• To contribute to and maintain Standard Operating Procedures.

Training 

• To maintain personal level of mandatory training compliance and staff within your team.
• To ensure that staff receive the appropriate training for their role and are continually assessed and evaluated as part of their yearly performance measurement process.
• To organise induction and learning packages for new members of staff and participate in the identification of the departmental training requirements, delivery, ensuring accurate records are maintained, and that staff are continually assessed.

Data Collection/Quality:

• To ensure teams are aware of the importance of data accuracy/completeness and to take the necessary measures to ensure data accuracy/completeness within assigned areas of responsibility. Acting to rectify data accuracy/completeness issues and support teams to ensure the highest possible quality.
• To participate in the Trust’s Data collection, monitoring or validation process including input into decision making for implementation of PAS developments and service changes.
• To carry out ad-hoc data audits as requested.