TLCP Operations, Complaints and Communication and HR Administrator

The Lewisham Care Partnership; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare partnership organization in London seeks an Operations, Complaints and Communication and HR Administrator. The role involves supporting site management, handling HR tasks, and managing complaints effectively. Candidates should have strong communication skills and experience in administrative duties. This position offers the opportunity to work in a dynamic and supportive environment, improving both patient care and staff collaboration.

Qualifications

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of leading/managing a team.

Responsibilities

• Support efficient management and operations of the site team.
• Assist with HR tasks like advertising posts, arranging interviews.
• Handle complaints and manage records effectively.

Skills

Excellent communication skills

Competent in the use of Office and Outlook

Effective time management

Problem solving and analytical skills

Education

GCSE English (C or above) and at least three others

A-level/equivalent or higher

NVQ Level 2 in Health and Social Care

Job description

TLCP Operations, Complaints and Communication and HR Administrator

To support the efficient management and operations of the site team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the Site.To provide support in the provision of a HumanResources service to TLCP. To take responsibility for specific areas of workwithin TLCP both Operationally and Human Resources related.

Main duties of the job

Human Resources taskswill include:

• Advertising posts
• Assist in developing job descriptions and person specifications
• Arranging/conducting interview dates
• Obtaining CVs
• Sending out unsuccessful letters to applicants
• Offer letter of position including terms and conditions
• Assist manager in issuing of work contracts
• Organise and process DBS checks for new recruits and current staffas appropriate
• Communication:

The post-holder should recognize the importance of effectivecommunication within the team and will be involved in:

• Updating our TLCP Website
• Responding to various social media platforms including NHS net comments
• Creation and editing of newsletter content and design for staff and patients
• Complaints:
• Be the first point of contact for individualsor their representatives wishing to raise a concern or complaint regarding aservice.
• Acknowledgeall complaints and categorise.
• Providenon-clinical advice to patients/service users or carers and be responsible forescalating a concern or complaint where patient safety appears to be at risk.
• Manageall individual complaints from initial contact to liaising with and advisingclinicians and senior managers who are responsible for providing investigationand complaints responses.
• Input and maintain upto date comprehensive records including all complaints logging, recording ofsubjects, recommendations, outcomes and learning.

About us

The Lewisham Care Partnerships is anestablished Super Partnership/PCN bringing together 5 practices in centralLewisham, South East London with a total practice population of 55,000.

We are a very innovative team, seeking to push through goodideas that improve both patient care and our staff team work life balance. Weare looking for an PCN Operation Lead and CQC complianceofficer to join our diverse and energetic team. Our 5 care sites include, the St Johns Medical Centre , theHonor Oak Group, Belmont Hill , Morden Hill and Hilly Fields care units alllocated within Lewisham.

Job responsibilities

Human Resources taskswill include:

• Advertising posts
• Assist in developing job descriptions and person specifications
• Arranging/conducting interview dates
• Obtaining CVs
• Sending out unsuccessful letters to applicants
• Offer letter of position including terms and conditions
• Assist manager in issuing of work contracts
• Organise and process DBS checks for new recruits and current staffas appropriate
• New starter checks e.g. obtaining bank details, P45, next of kin.
• References obtaining
• Induction of new staff
• Organise exit interviews and assist if appropriate/required
• Arrange staff events- i.e. Christmas party
• Assist in creating new or updatingexisting HR policies
• Liaison with TLCP HR support provider in employment law
• Keeping up to date records on colleagues on HR Software
• Assist with HR reporting and data analysis as needed e.g. absence-holidays, sick leave, etc.
• Managing and recording staff mandatory training log
• Assisting line managers in themanagement of sickness absence.
• Assisting line managers innon-complex disciplinary cases
• Assisting managers in the earlystages of the employee grievances
• Toassist managers in handling disciplinary cases, including participation inthe investigation of cases as allocated by the HR Manager. To participatein hearing first stage minor offence disciplinary cases in accordance withTLCP procedure.
• Toassist with Managers to achieve a positive employee relations environmentand to resolve issues constructively as requested
• Support HR initiatives and programs, such asemployee engagement activities, performance management and training programs.
• Communication :
• The post-holder should recognize the importance of effectivecommunication within the team and will be involved in:
• Updating our TLCP Website
• Responding to various social media platforms including NHS net comments
• Creation and editing of newsletter content and design for staff and patients

Complaints:

• Be the first point of contact for individualsor their representatives wishing to raise a concern or complaint regarding aservice.
• Acknowledgeall complaints and categorise.
• Providenon-clinical advice to patients/service users or carers and be responsible forescalating a concern or complaint where patient safety appears to be at risk.
• Manageall individual complaints from initial contact to liaising with and advisingclinicians and senior managers who are responsible for providing investigationand complaints responses.
• Input and maintain upto date comprehensive records including all complaints logging, recording ofsubjects, recommendations, outcomes and learning.
• Ensurethat all cases are investigated within the time limits of the TLCP Complaintsprocedure to required standards
• Communicateverbally and in writing with complainants to discuss the management of theircomplaint and offer information on the process that will be followed
• Ensure thatcomplainants are kept informed at all stages of the progress of their complaintincluding when changes or delays occur within the agreed timescale
• Liaise with all levelsof staff across the organisation to ensure that complaints are handled speedilyand effectively
• Contribute to learning lessons events so thatactions can be implemented across the TLCP.
• Coordinate meetingsbetween complainants and staff, chairing or taking notes where required
• Keep the websitecomplaints pages up to date
• Undertake complainant satisfaction surveys,analyse and communicate the results, making recommendations for improvementwhere necessary
• Maintain an up to dateknowledge of the NHS Complaints Regulations requirements
• The site operation administration responsibilitiesinclude:
• Overseeing the administration and assisting with the operations of thesite, ensuring staff achieve their primary responsibilities
• Line managing junior administrative staff, supporting staff development,providing guidance and direction, ensuring staff are up to date with mandatorytraining
• Completing staff appraisals as required in conjunction with themanagement team Identifying and delivering team training where requiredincluding mandatory training inconjunction with HR team )
• Involvement in administration staff rotas
• Assist in developing, implementing and embedding efficient officeprocesses and procedures to adhere to current and future legislation
• To assistthe management team meet CQC requirements in preparation and visits
• Acting as a focal point for the Site ,managing requests from externalorganisations such as the local police, solicitors, DVLA and other agencies
• Coordinating the provision of temporary administrative and receptionstaff ensuring sufficient cover is provided for periods of leave and otherstaff absences
• Supporting themanagement team in premises management to ensure that the facilities are keptclean and functioning
• Updating the appointment system/rota to reflect leave and other approvedabsences
• Oversee clinical and non-clinical stocks management
• Supportand manage any site based IT issues
• Assist the management teamwith the Significant Events process

Person Specification

Qualifications

• GCSE English (C or above) and at least three others
• Educated to A-level/equivalent or higher, with relevant experience
• NVQ Level 2 in Health and Social Care

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• NA

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Other Requirements

• Flexibility to work outside of core office hours
• Maintain confidentiality at all times
• NA

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.

HR, Complaints and Communications Administrator