Administration Team Leader

Communication and Patient Liaison
1. Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.
2. Role model excellent customer service skills to the wider administrative team.
3. Manage and answer telephone calls related to the service in a courteous and prompt manner.
4. Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
5. Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team.
6. Support Administration Assistants and Administration Coordinators to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.
7. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members or departments as required.
8. Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.
9. Using hospital information systems, produce accurate correspondence for patients, GP’s and others involved in care, and ensure its timely dissemination to stakeholders.
10. Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.
11. Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient.
Coordinating Care
1. Take overall responsibility for the administrative work carried out by the administrative team within a designated specialty or department.
2. Receive and register referrals on hospital information systems in line with the Trust’s Elective Access Policy, ensuring that the administrative team are supported in doing the same. .
3. Book, or reschedule, appointments or diagnostics for patients, in accordance with the Trust’s Elective Access policy. Take responsibility for resolving complex booking and scheduling issues that have been escalated to you by the administrative team.
4. Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.
5. Identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests.
6. Manage the outpatient waiting list, ensuring escalations are provided appointments within breach.
A&C2158 Administration Team Leader 2018
7. Lead and take part in PTL meetings.
8. Prepare information for MDT meetings.
9. Ensure adequate preparation for clinics or admissions, receive and collate reports of investigations such as blood tests and x-rays, and preparing information for clinical teams before the next clinical appointment of the patient.
10. Responsible for procuring items related to patient admissions, or contacting theatres for equipment.
Supporting Clinical Teams
1. Organise meetings for the clinical team, acting as secretariat for specialty meetings as required, which includes agenda preparation, minute taking, updating action trackers for example.
2. Provide diary management and support to the clinical team, including processing their leave arrangements, cancelling clinics and rebooking appointments when leave is approved.
3. Advise and support clinical teams on Trust administrative processes.
4. Support and assist new members of the clinical team, ensuring they are familiarised with the administrative service and have access to Trust systems upon commencement.
5. Provide support on governance issues, such as patient complaints, PALS queries, and DATIX responses, gathering information in order to support a response.
6. Support local department initiatives, e.g. coordinating and dissemination of responses to local patient surveys as part of audit requirements.
Data Management and Quality
1. Ensure patient demographic data is correct and updated if necessary, checking this at every patient interaction and supporting the administrative team to routinely do the same.
2. Ensure accurate and timely data capture, for all routine and urgent pathways.
3. Complete all validations for non-admitted patients in a timely fashion to ensure appropriate activity is captured in order to ensure income recovery.
4. Proactively identify and follow up on key data items or outcomes that are absent or incomplete.
5. Use information systems to extract data to populate reporting templates as required, and in accordance with reporting schedules.
6. Assist in the preparation and submission of reports or data collections, analysing data and presenting data appropriately for the intended audience, which may include external agencies or stakeholders.
7. Administer and maintain all relevant hospital information systems.
8. Maintain local department databases or logs to enable services to track status or performance in a required area, e.g. complaint responses, leading on the administrative elements of audit activity for the clinical team and specialty.

Knowledge and Qualifications

Experience

Skills and Abilities

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