A&E Administration Team Leader

Job overview

A&E Administration Team Leader - Band 3

Permanent - 37.5 hours

As an A&E Administration Team Leader with supervisory and administration experience, you will demonstrate strong leadership skills to a team of A&E Receptionists and Same Day Emergency Care Clerks within the Emergency Department.

You and your team will provide a comprehensive administrative service for the A&E Department and within the Same Day Emergency Care units.

This will include ensuring safe staffing levels, compliance with Trust key performance indicators and supporting HR processes including return to work meetings and documentation, delivery of supervision to staff, support to deliver annual appraisals as well as recruitment to the team. You will be responsible for ensuring efficient, effective and high-quality administration functions within the service.

You will undertake support and training of Receptionists and Clerks within the service in order to ensure that systems are efficient and effective and data quality is maintained.

A flexible approach is essential, as is your ability to become a key contributor to the administrative team whilst using your initiative and adapting well to change.

Unsociable hours will be paid at an enhanced rate.

Main duties of the job

To be the first point of contact for service users / relatives making an initial enquiry into A&E regarding attendance.

You will be the designated person responsible for the A&E / Same Day Emergency Care clerical team staff training and rota management.

You will provide a range of clerical support to the A&E Admin Supervisor / Assistant Directorate Manager / Bed Managers.

Undertake duties delegated by management and work without supervision.

With the support of the A&E Admin Supervisor, you will plan and circulate the weekly / monthly rota for all Receptionists / Clerks to ensure there is adequate staffing on a daily basis.

The post holder will be undertaking tasks requiring strict confidentiality which may include personal sensitive information.

Detailed job description and main responsibilities

SECTION 1 - MAIN RESPONSIBILITIES

• To support the Receptionists/Clerks in ensuring all operational processes are adhered to in accordance with Trust policies and Standard Operating Procedures.
• To provide advice, guidance and support to the Receptionists/Clerks on day to day issues that may arise within the service.
• Provide day to day coordination of staff including allocation of work.
• With the support of the A&E Admin Supervisor, plan and circulate the weekly / monthly rota for all Receptionists/Clerks to ensure there is adequate staffing on a daily basis.
• To deal directly with routine queries as a “first point of contact” for members of the public and agencies contacting A&E.
• To provide appropriate information and advice to members of the public and other agencies in order to help resolve their queries.
• To receive queries through email, referral systems and by phone.
• To have knowledge of and be able to train staff in the systems and processes that are relevant to the job role.
• To undertake other tasks as required by the line manager, which are commensurate to the band of the role.

SECTION 2 - KNOWLEDGE AND SKILLS

Communication

• Good communication skills to deal with regular enquiries through a range of media (e.g. email, referral, over the telephone) and to be able to manage all these in a sensitive and caring manner.
• To communicate verbally and non-verbally to deal with enquiries from service users / relatives, members of the public and other professionals both inside and outside of the organisation.
• To have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and to be able to communicate sensitively and effectively.
• To have the ability to handle occasional aggressive patients.
• To communicate effectively and maintain good relationships with service users / patients, medical professionals and other departments across the health and social care setting and other outside agencies.

Responsibility for Service User / Patient Care

• To ensure service users are given appropriate information and direction in relation to the services provided.
• To ensure service users are greeted and dealt with in a courteous and professional manner.
• To identify and take action on any problems, bringing them to the attention of the A&E Admin Supervisor, where these issues cannot be dealt with at A&E Admin Team Leader level.

Planning and Organising

• With support from the A&E Admin Supervisor, ensure that A&E & Same Day Emergency Care areas are adequately resourced in terms of staffing levels to maintain a 7-day week service, ensuring that all shifts are fully covered.
• Organise and plan own day to day workload or activities as well as the workload or activities for the Receptionists / Clerks in order to meet the demands of the service.
• Management of own workload as delegated by A&E Supervisor/Assistant Directorate Manager.
• To provide mentoring and training for all new and current staff in relation to systems and processes.
• To assist with the planning and organising of mandatory training for all staff within the required timeframes.
• To use the appropriate systems to manage patient attendances and appointments.
• To assist with data collection and audit as requested by the A&E Admin Supervisor/Assistant Directorate Manager.
• To oversee the inputting of data and ensure adherence is given by Receptionists / Clerks.
• To promote and monitor the quality of work within the service in order to provide an optimum service.
• Due to the nature of the work, the post holder must be able to prioritise, as frequent interruptions can be expected from the public and professionals.
• The post holder is expected to use their initiative to a significant level and work without direct supervision.

Responsibilities for Physical and / or Financial Resources

• Ensure safe and efficient use of equipment, resources and consumables at all times.
• Responsible for ordering stock items (stationary) for the A&E Admin department.

Responsibility for Policy and Service Development and Implementation

• To contribute to the review and development of policies as appropriate to the service.
• To identify areas that could be enhanced to support service development.
• Highlight and implement changes to working practice which would improve the day to day operational functions within A&E / Same Day Emergency Care
• Adhere to Policies and Procedures.

Responsibilities for Human Resources and Leadership

• To ensure staff are aware and adhere to all Trust policies and procedures.
• To contribute to the recruitment and selection process of Clerks according to Trust procedures.
• Responsible for the supervision of staff incorporating 1:1’s and authorising annual leave.
• To participate in appraisal process with the A&E Admin Supervisor.
• Using your knowledge and skills, provide support and guidance to staff as required.
• Support new or less experienced work colleagues to adapt to the workplace.

Responsibilities for Teaching and Training

• Participate in training and development activities that are relevant to the job role.

Responsibilities for data and information resources

• To use patient data system package to document enquiries and to make referrals.
• To use electronic communication systems such as emails, intranet, team brief and internal communication systems.
• Take and transcribe minutes of meetings as required.

Research, Development and Audit

• To provide assistance as requested by the A&E Admin Supervisor to complete internal clerical audits.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.