Administration services manager

Medway Community Healthcare NHS Foundation Trust; Gillingham; On-site; GBP 32,000 - 40,000; Full time

Job summary

Join a leading social enterprise as an Administration Services Manager where you will be responsible for overseeing the children's administration hub. The role involves excellent communication and organisational skills to support effective service delivery, along with managing the administrative team and fostering a culture of respect and courtesy. You'll thrive in a supportive environment that values innovation, allowing for personal and professional growth while making a difference in the community.

Benefits

Choice of pension schemes

Work-life balance emphasis

Qualifications

• Experience in a full range of office/secretarial/administrative procedures.
• Evidence of continuing professional development.
• Previous experience of managing a large team.

Responsibilities

• Manage internal and external enquiries, maintaining confidentiality.
• Supervise administration teams, ensuring appropriate training and development.
• Organise complex work tasks adhering to deadlines.

Skills

Excellent communication

Organizational skills

Team management

Education

Degree level or equivalent experience

NVQ 4 in Business administration/Customer Care

ECDL Advanced

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Do you want to be part of an award winning and dynamic social enterprise that:

• is renowned for providing high quality care and is ranked 'Good' by the CQC;
• is a for-better-profit organisation, reinvesting any surplus back into our health and care services and our local community;
• is friendly, ambitious, welcomes innovation and rewards excellence;
• offers superior benefits; everything you get in the NHS and more;
• and whose achievements reflect the passion, dedication and commitment demonstrated by our staff across all services?

Our vision is to be a successful, vibrant, community interest company that benefits the communities we serve. So if you want be a part of this, we would love to hear from you.

Job overview

• Are you an experienced administrator with excellent organisational skills and an eye for attention to detail?
• Are you able to deal with confidential and sensitive information in a timely manner?

If you answered yes, we've got the perfect role for you!

We are looking for an enthusiastic and motivated person who is a compassionate and inclusive leader who will be responsible for the smooth day to day running of the children's administration hub delivering excellence at the point of access to the service.

Strong communication, planning and organisational skills are key to support the service's management team in meeting workload demand as well as helping to shape the development of the service.

Main duties of the job

The main duties of the job involve

• Dealing effectively with internal and external enquiries which could be complex, sensitive or confidential recognising the need to escalate appropriately.
• Promoting a culture of courtesy and respect for patients and their families/carers.
• Communicating effectively and collaboratively with colleagues across the service linking in and building relationships with the Clinical services that the Administrative Hub supports.
• Organising/allocating complex work, tasks or activities making adjustments as required adhering to deadlines.
• Undertaking the day to day management and supervision of the Administration Teams including recruitment and selection and performance management issues.
• Ensuring that all administrative staff are competent to fulfil their role receiving appropriate training, development and support.
• We require the candidate to be able to use a range of computer systems including Microsoft office applications in order to implement efficient processes and to be able to collate, analyse and present data as needed to support the service.

Working for our organisation

So what else?

• This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder.
• We encourage staff to get involved in exploring new ways of working and service development.
• We'll provide well established, in-service training, one to one supervision, and appraisals with regular support.
• You'll be able to develop your skills in a friendly and supportive team.

Would you like to work flexibly? In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

The small print

• Informal visits can be arranged on request.
• We will offer you the choice of two pension schemes; the NHS Pension scheme and the Scottish widows group pension scheme.

Detailed job description and main responsibilities

1. Communication and relationship skills
• Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.
• Provide and receive complex information either verbally or written, requiring tact or persuasion to overcome barriers to understanding.
• Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public recognising the need to escalate appropriately.
• Good interpersonal skills with the ability to negotiate effectively with staff and service users which may include the need for mediation and empathy.
• To manage a system of regular team meetings and promote effective communication.
• To implement an effective system of communication with new staff, ensuring that orientation and induction systems are effective, monitored and managed according to MCH policies.
• To communicate effectively with colleagues across the service liaising on a day-to-day basis with the management team to ensure the provision of a robust and efficient service
• To provide professional and timely communication links between the various contacts and ensure channels of communication are always efficient and effective. To have excellent communication skills and able to convey information to others.
• To support the Head of the Care Coordination Centre with specific tasks.

2. Knowledge, training and experience
• Foundation degree or equivalent level of experience in a full range of office / secretarial / administrative procedures.
• NVQ4 / BTEC in business administration / customer care is essential or equivalent with proven experience. NVQ5 is desirable.
• ECDL Advanced / knowledge of IT applications/ systems.
• Evidence of continuing personal development is essential.
• Proven experience at management level within the NHS or social care environment.
• Experience of validating, analysing and presenting data.
• Knowledge and understanding of operational service delivery.
• Knowledge of electronic clinical and employee management system.
• Excellent numeracy skills with the ability to analyse and interpret complex data.
• Excellent communication and interpersonal skills with the ability to lead and motivate staff. from diverse backgrounds and relate sensitively and effectively with a wide range of professionals and service users alike.
• Ability to work flexibly, under pressure and concentrate despite frequent interruptions.

3. Analytical and judgement skills
• Act on own initiative to make judgements involving facts / situations requiring analysis and comparison of a range of potential options.
• Analysis of business performance information, decisions on meeting business targets, highlighting performance information.
• Delegation of tasks where appropriate.
• Ability to deal with distressed families/carers in a sensitive nature either via telephone or face to face contact.
• Ability to protect confidentiality of information relating to patients and staff.
• Ability to help maintain a safe environment for patients, visitors, self and staff and ensuring compliance with Health and Safety at Work regulations.
• Monitor sickness levels for the administrative team and ensure absence is managed to ensure adequate administration support is available for all teams.

4. Planning and organisational skills
• Organise / allocate complex work, tasks or activities and adjust as required adhering to deadlines to support referral management, bookings and call handling.
• Work flexibly and arrange cover within the service / organisation.
• To work with the Head of the CCC to develop and ensure operating policies and procedures are in place for the effective and efficient running of the service.
• To ensure appropriate management support for all staff including a flexible approach to working hours as the service needs dictate.
• To ensure that administrative and operational staff duty rotas are prepared as necessary, liaising where appropriate with management team colleagues, making amendments as necessary, and circulating accordingly.
• To always work within MCH and service policies and procedures and ensure that staff are aware of policy developments.
• To follow/practice Health and Safety policies in conjunction with the policies and protocols of MCH.
• To work unsupervised deciding on and re-organising priorities for the team/own workload.

5. Physical skills
• Advanced keyboard skills for regular use of computer systems.
• The ability to use various office equipment for the role.
• The post holder will occasionally be involved in the adjustment or moving of
equipment or supplies, which may include some bending, lifting and non-patient manual handling.

6. Responsibility for patient / client care
• Assists patients/clients/relatives during incidental contacts.
• Promote a culture of courtesy and respect for patients and their families/carers among the team.
• To act as a point of contact for telephone enquiries from patients, relatives, carers and staff, providing non-clinical advice, ensuring urgent matters are resolved in a timely manner.

7. Responsibility for policy and service development implementation
• Responsible for ensuring that organisational policies and procedures are adhered to and implemented by self and staff within own area of work.
• Implements policies for own work area and proposes changes to working practices or procedures for own work area in collaboration with the Head of the Care Coordination Centre.
• To actively participate in the CCC management meetings making recommendations in relation to service delivery as appropriate.
• To be aware of and work to the procedures set out in Service and Trust policies.
• To attend meetings as required improving communication and sharing ideas.
• Contributes to changes and updates of procedures in own area of work.

8. Responsibilities for financial and physical resources
• Manage stock / office stationery.
• Maybe required to issue / take responsibility for equipment used by self and others.
• Authorised signatory for additional hours and ensuring rota system is accurate.
• To be responsible for effective and efficient use of resources within the service

9. Responsibilities for human resources (HR)
• Supervise / train less experienced employees such as lower bands, apprentices or volunteers.
• Day to day management and supervision of the administration teams, including recruitment and selection and performance management issues.
• To always work within the organisation's policies and procedures for human resources liaising as appropriate with the HR team where appropriate.
• Ensure all administrative staff are competent to fulfil their role, receive appropriate training, development and support in line with the personal development plans.
• To maintain and monitor accurate processes for the recording of annual leave, sickness and other absence, ensuring all staff fully understand their responsibilities for reporting
• Implement a system of local induction for new staff and ensure attendance at MCH induction programmes.
• Ensure that staff appraisal is carried out annually reflecting on both personal and professional competencies and identifying specific agreed through the personal development plan.
• Supervise/train less experienced employees such as lower bands, apprentices or volunteers

10. Responsibilities for information resources
• Create or format databases / spread sheets utilising appropriate IT systems.
• Creation of reports / documents as required.
• To be responsible for ensuring all patient records whether electronic or paper are dealt within the guidelines generated by Information Governance, Data Protection legislation and Caldicott Principles.
• To access data on the patient system as required, including clinical audit to produce and report on service activity.
• Keep accurate records of all staff statutory and mandatory training and appraisals, ensuring that all staff meets all requirements in these areas.
• To use all databases and software packages efficiently and to input accurate data, ensuring security, confidentiality and appropriateness of use.

Person specification

Qualifications

Essential criteria

• Educated to degree level or be able to demonstrate sufficient knowledge and experience at this level
• NVQ 4 in Business administration/Customer Care or equivalent with proven experience
• ECDL Advanced/Knowledge of IT application Systems

Experience

Essential criteria

• Experience in a full range of office/secretarial/administrative procedures
• Evidence of continuing professional development
• Previous experience of managing a large team

Desirable criteria

• Experience of healthcare administration within the NHS

Special knowledge/expertise

Essential criteria

• Good Team Worker
• Advanced IT skills to include Microsoft packages
• Excellent communication/negotiation skills

Desirable criteria

• Able to use Rio - patient record system

Disposition, adjustment, attitude and commitment

Essential criteria

• Flexible and adaptable
• Ability to work autonomously
• Caring and compassionate
• Open, honest and transparent
• Treats everyone as an individual
• Acts with integrity

Practical/Intellectual Skills

Essential criteria

• Able to manage team workload
• Able to work to deadlines
• Able to work accurately and efficiently
• Ability to travel to various sites in a timely manner

We reserve the right to close this advert earlier than the published closing date if we receive a sufficient number of applications. Shortlisted candidates will be contacted within 1 week of the closing date; no discourtesy is intended in not contacting you if your application is rejected.

When completing your application, please include the email addresses and contact telephone numbers for your referees; your referees should be your line managers / course tutors for the last 3 years.

MCH is an equal opportunity employer that is committed to a compassionate and inclusive workplace and values diversity of all people. We prohibit unlawful discrimination and harassment of any kind and wish to provide our employees with a work environment free of discrimination and harassment. At the heart of our values, we seek to treat people fairly and with dignity and respect and provide a workplace where people feel they belong.

We aspire to have a diverse and inclusive workforce and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join MCH. We are positive about disability and we guarantee interviews to applicants with a disability who meet the minimum criteria as specified in the job description. We are committed to offering support and making reasonable adjustments to allow full participation in the interview and selection process and through their employee journey.

We are committed to the safeguarding and welfare of children and vulnerable adults.

Employer certification / accreditation badges

Documents to download

• Administration Services Manager JD (PDF, 448.4KB)
• Working with us v2.6 2023 - 2024 (PDF, 1.5MB)
• Social Value Report 2022-2023 (PDF, 2.0MB)
• Our flexible working commitment (PDF, 672.2KB)