Detailed job description and main responsibilities

Role Summary

Provision of comprehensive, high quality administrative support to the Patient Access Manager, Ward Clerks and Receptionists in the Sussex Kidney Unit.

To Work autonomously as a Deputy Administrative Supervisor and deputise for the Patient Access Manager when absent or unavailable.

To be responsible for the day-to-day management of the departmental Ward Clerks and Receptionists under the guidance of the Patient Access Manager, including allocation of work and ensuring the competency of the subordinate staff.

To manage levels of leave for the Ward Clerks and Receptionists, and to provide cover for these roles where necessary.

Key Working Relationships

All Renal staff, including Patient Access Manager, Operational Manager, General Manager, Matron, Head of Nursing, Ward Clerks, Receptionists, Home Dialysis Manager, Renal Outpatient Manager, Ward Manager, Lead Nurses, Nurses and Consultants.

Main Duties and Responsibilities

Communication

·         Establish and maintain positive and interpersonal relationships with other staff members characterised by trust, mutual respect and open, honest communication.

·         Supervise the Sussex Kidney Unit Ward Clerks and Receptionists as directed by the Patient Access Manager and Operational Manager.

·         Provide guidance and support to clinical staff within the department with regards to any administrative functions.

·         Provide information to users of the service according to current standard operating procedures and Trust directives / policies.

·         Actively participate in team meetings.

·         Inform effectively both verbally and in writing, including hand overs.

·         Communicate any relevant information to the team to ensure the continual and efficient running of the service.

·         Greet patients in a courteous and helpful manner and direct them to services as required.

·         Liaise with patient transport staff.

Service Delivery and Improvement

·         To ensure appropriate levels of stock for the Ward Clerks and Receptionists are maintained and undertake raising of requisitions and receipt of deliveries as appropriate.

·         To participate in departmental audits and collating information as required.

·         Effectively manage own time relating to workload, training and assignments.

·         Ensure maintenance of effective filing systems appropriate to the efficient administration of the department.

·         To arrange and support departmental meetings, including booking of meetings rooms.

·         Monitor outpatient clinic outcomes and ensure these are completed in a timely manner.

People Management and Development

·         Responsible for the training of departmental Ward Clerks and Receptionists and adherence to standard and mandatory training requirements.

·         Ensure that the work of the team is planned and prioritised to be carried out in a timely fashion.

·         Participate in the review and writing of standard operating procedures for administrative related functions and adhere to said standard operating procedures at all times.

·         Maintain a personal level of competence necessary for the delivery of a high quality administrative service by attending meetings and participating in continual professional development.

·         Support the appraisal process through regular one-to-one meetings, including supervising ongoing personal development plans for ward clerks and receptionists.

·         Participate in the selection, appointment and induction of new staff as requested by the Patient Access Manager and Operational Manager.

·         Conduct return to work discussions and follow up interviews as requested by the Patient Access Manager and Operational Manager.

·         Ensure the Trust values are demonstrated at all times.

·         Perform other tasks as are considered appropriate, through discussion, with the Patient Access Manager and Operational Manager.

Patient Care Delivery

·         Use Trust wide electronic systems, as appropriate, adhering to Trust policies, guidelines and procedures.

·         Ensure correct filing, retrieving and maintenance of all patient records and notes.

·         Be familiar with and follow appropriate procedures with regards to Data Protection, Information Governance and Caldicott issues related to the use and storage of any patient information.

·         Respond to interruptions and service issues, plus telephone, patient and other enquires.

Learning and Development

·         Attend mandatory training updates as required.

·         Undertake training as necessary in line with the development of the post and as agreed with the line manager as part of the personal development process.

·         Achieve and demonstrate agreed standards of personal and professional development within agreed timescales.

·         Identify own learning needs and jointly plan training requirements with your line manager

·         Participate in the Trust’s appraisal process to discuss how your role will help deliver the best possible care to our patients and help to deliver any changes in service.

This job description is an outline of the role and responsibilities. From time to time due to the needs of the service, we may ask you to flexibly undertake other duties that are consistent with your role and banding, including project work, internal job rotation and absence cover.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and the organisation.

Mission and values

The mission of University Hospitals Sussex – what we are striving to achieve – is to provide:

‘excellent care every time’

All our efforts to do this put the interests of our patients first and foremost, and are underpinned by our values:

• Compassion
• Communication
• Teamwork
• Respect
• Professionalism
• Inclusion 

These values were selected by our staff, patients and public when we were talking about the merger and the sort of organisation we want University Hospitals Sussex to be.

Our mission and values are extremely important to us and we expect everyone who works at University Hospitals Sussex in any capacity to share and uphold them.

Patient First

·         Patient First is our Trust-wide approach to improving the quality of care for patients and to build and embed a culture where staff can be confident that their views matter and will be heard.

·         The aim is to empower all staff to lead change, raise issues, concerns, identify and implement areas for improvement within the workplace and find solutions collectively as part of a team.

·         Staff will be equipped with skills to identify improvement opportunities and supported to see those through

·         It encourages all staff to be innovative and drive forward quality improvement and positive changes in their areas.  

·         The philosophy behind this is centred on:

·         Standardisation, system redesign and the improvement of patient pathways to eliminate error and waste and improve quality

·         The patient being at the heart of every element of change

·         Embedding cultural change across the organisation, where everyone is passionate about delivering exceptional quality every time and “where better never stops”.

·         Continuous improvement of our services through small steps of change

·         Constantly testing the patient pathway to see how we can develop

·         Encouraging frontline staff to lead the redesign processes

·         Equal voices for all

·         Engagement of staff is a big factor in job performance. 

·         Good engagement leads to improved quality, mortality and safety measures

Safeguarding Children and vulnerable adults

UHSussex is committed to safeguarding and promoting the welfare of children and adults and to protecting them from the risks of harm. The Trust recognises its responsibility to ensure that safe working conditions and systems are in place for staff working with children, adults, and families in their care. Staff are required to comply with Trust policies on Safeguarding and to undertake the appropriate level of mandatory in-service training in this area. 

Equality, Diversity and Inclusion

Inclusion and respect are core values at UHSussex, and we are committed to diversity and equality.  This means treating colleagues and patients with professionalism, ensuring everyone feels welcome and included, valuing different backgrounds and experiences, and challenging inequalities.  

Having all our staff feel safe, supported, included and valued will lead to better care and outcomes for our patients – our True North Objective.

All staff have a duty to report any behaviours which contravene this to their managers.