SEHSCT_Patient Services Administration Lead Band 7

Job details

• Branch: Trustwide (SEHSCT)
• Location: UH, Main Building
• Salary: Band 7 (£47,810 - £54,710)
• Contract Type: Permanent
• Opening Date: 13/05/26
• Closes: Wed, 27 May 2026 @ 5:30 PM
• Interview Dates: To be confirmed

Notes

Important Information If you are submitting a manual application, please post it to: Recruitment Shared Services, Rosewood Villa, Longstone Hospital Site, 73 Loughgall Road, Armagh, BT61 7PR. Applications received after the advertised closing date/time cannot be considered, so please allow enough time for postage. “A waiting list may be created for similar posts that may arise while the waiting list is live, this may include temporary or part-time posts. This will be managed in line with the updated HSC waiting list principles effective from 1 April 2026. Where a part-time waiting list is required, one part-time waiting list will be created- regardless of any specific hours advertised, this waiting list will cover all future vacancies where part-time posts arise. A part-time post is defined as any post that has less than 37.5 hours per week.” Please remember to save or print a copy of the job description before submitting your application, as it will not be accessible afterwards. Flexible Working We welcome flexible working requests from day one. All HSC organisations offer a range of flexible working options. The options available for this post will depend on the requirements of the role. Find out more about flexible working options on our website.

JOB DESCRIPTION

Job Title: Patient Admin Services Operational Lead

Band: 7

Directorate: Medicine, Unscheduled Care & Cancer

Reports to: Patient Admin Services Manager

Accountable to: Assistant Director

Location: Ulster Hospital

Job Purpose

The post holder will support the Patient Admin Services Manager in the operational management of administration services within Medical Specialties. The post holder will provide effective leadership and management to a large team of staff; ensuring high standards of practice and service delivery are met in line with local and regional policies, procedures and guidance.

The post holder will possess a high level of specialist knowledge in the field of administration functions to enable him/her to play a lead role in the reform and modernisation of administration services across Medical Specialties, streamlining processes and ensuring a consistent approach is adhered to across multiple hospital sites to continually improve service delivery in these areas. The post holder will contribute to the delivery of the organisation’s strategic direction.

The post holder will engage with a wide range of stakeholders both internal and external to the organisation. He/she will demonstrate person centred care through acting as a role model for staff and working collaboratively with the wider multidisciplinary teams to improve patient pathways and ensure the teams meet the standards set out within Medical Specialties.

The post holder will work in conjunction with the Patient Admin Services Manager, to ensure effective financial management together with the efficient use of all resources. He/she will assist with developing and improving the performance of the administration teams and will focus on areas including information management, service development and coordinating and continually improving the performance management systems within Medical Specialties.

KEY DUTIES / RESPONSIBILITIES

To provide effective leadership and management for the Administration teams within Medical Specialties in line with service areas and corporate objectives.

To take a lead role in the reform and modernisation of the service, identifying, planning and implementing new and innovative ways of working to enable administration teams within Medicine to operate more effectively and efficiently.

Support the development and implementation of appropriate systems, policies, processes, procedures and management arrangements for delivering administrative support services, with the aim of ensuring standardisation across the Trust.

To be managerially responsible for administration teams and the services they provide within their area of responsibility, continuously reviewing team effectiveness and performance.

Manage staff performance and promote positive staff morale and commitment by ensuring robust induction programs are in place, regular supervision sessions are conducted, annual appraisals are carried out, mandatory and other appropriate training and development needs are identified and undertaken. Ensure the necessary supportive and decisive actions in areas of poor performance or non-compliance are carried out.

Actively promote new ways of working and drive forward improvements and developments in Medical Specialties and Medical Records.

To develop and implement measures to ensure services are cost effective and undertake regular benchmarking and auditing of processes.

To assist the Patient Admin Services Manager with the effective financial management of administrative budgets while ensuring financial targets are met and a value for money service provided.

To work within budgetary constraints and to provide advice on the costs and benefits of planned developments within Medical Specialties.

To maximise the key contribution of administrative staff to the delivery of safe and effective patient centred services, ensuring the support, commitment and development of staff under your control

Support the Patient Admin Services Manager and the wider Directorate Team in achieving the Trust Delivery Plan and aid the development of the annual directorate management plan which reflects the strategic direction of the Directorate.

To take a lead role in the collation of complex data sets to aid the development and implementation of robust performance management arrangements relating to administration support.

To establish and maintain the information and performance management systems within Medical Specialties supporting operations and clinical managers in the delivery of key objectives and targets.

To provide specialist advice and knowledge to administration staff and clinical staff in relation to service delivery, service development and effective service performance management.

To establish, maintain and review effective information systems and records to provide the collation of information returns and reports as required by the Management Team to meet both internal and external Trust reporting requirements.

To act autonomously to ensure the services meet agreed objectives including departmental performance targets, specialty quality and access standards and Trust quality indicators.

Create an environment with supports a culture of effective team working, continuous improvement and innovation.

To ensure regular administrative meetings are held to review effectiveness and any necessary actions are appropriately taken forward.

To independently represent the Trust as appropriate at regional meetings and on external groups as and when required.

Establish systems and processes to ensure effective communication with all key stakeholders including senior management teams across Medical Specialties

In conjunction with the Patient Admin Services Manager and Clinical Managers, work with key stakeholders to ensure the continued development of Medical Specialties through the development of business cases, investment proposals or charitable bids.

To ensure full compliance with all Trust Governance Standards including the assessment and management of identified risks.

To have a sound understanding of the IEAP and access targets and provide education and advice to other service areas on the appropriate management of patients in medical specialties.

To have a sound understanding of all relevant legislation applicable to the Admin Teams within the Patient Admin Service remit and to ensure plans are in place to ensure this legislation is adhered to and reviewed appropriately.

To work within the requirements of the Trust’s integrated governance framework, ensuring that all policies relating to delivery of administrative services meet relevant legislative and policy requirements for Medical Specialties.

To support the achievement of relevant control assurance standards.

To promote the corporate values and culture of the organisation through the development and implementation of relevant policies and procedures appropriate to personal behaviour.

To play a lead role in the management, investigation and resolution of complaints pertaining to Patient Administrative Services, responding both in writing and direct communication with patients and/or their relatives and ensuring any learning derived from the complaints is identified and implemented to avoid future reoccurrence.

To delegate appropriate responsibility and authority to various levels of staff within your area, as well as showing effective decision making whilst retaining responsibility and accountability for results.

To support the development and implementation of workforce modernisation initiatives.

To contribute and to be an effective member of the Management Team.

To take responsibility for your own performance and take action to address identified personal development areas.

Maintain good staff relationships and morale amongst the staff, through effective feedback, recognition, appraisal and development.

Participate and lead as required in the selection and recruitment of administration staff in accordance with Trust guidelines.

To take necessary action in all disciplinary matters in accordance with Trust guidelines.

HUMAN RESOURCE MANAGEMENT RESPONSIBILITIES

The Trust supports and promotes a culture of collective leadership where those who have responsibility for managing other staff:

Establish and promote a supportive, fair and open culture that encourages and enables all parts of the team to have clearly aligned goals and objectives, to meet the required performance standards and to achieve continuous improvement in the services they deliver.

Ensure access to skills and personal development through appropriate training and support.

Promote a culture of openness and honesty to enable shared learning.

Encourage and empower others in their team to achieve their goals and reach their full potential through regular supportive conversation and shared decision making.

Adhere to and promote Trust policy and procedure in all staffing matters, participating as appropriate in a way which underpins Trust values.

GENERAL MANAGEMENT RESPONSIBILITIES

The post holder will promote and support effective team working, fostering a culture of openness and transparency. The post holder will ensure that they take all concerns raised with them seriously and act in accordance with the South Eastern Health & Social Care Trust’s Raising Concerns Policy and their professional code of conduct, where applicable.

GENERAL REQUIREMENTS

The post holder will be required to

Ensure the Trust’s policy on equality of opportunity is promoted through his/her own actions and those of any staff for whom he/she has responsibility.

Co-operate fully with the implementation of the Trust's Health and Safety arrangements, reporting any accidents/incidents/equipment defects to his/her manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

Adhere at all times to all Trust policies/codes of conduct, including for example

Smoke Free policy

IT Security Policy and Code of Conduct

standards of attendance, appearance and behaviour

Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

Co-operate fully with regard to Trust policies and procedures relating to infection prevention and control.

All employees of the South Eastern Health & Social Care Trust are legally responsible for all records held, created or used as part of their business within the South Eastern Health & Social Care Trust including patients/clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the South Eastern Health & Social Care Trust’s policy and procedures on records management and to seek advice if in doubt.

Take responsibility for his/her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

Represent the Trust’s commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

It is a standard condition that all Trust staff may be required to serve at any location within the Trust's area, as needs of the service demand.

eHealth

The South Eastern Health & Social Care Trust has invested in eHealth to deliver better, faster, safer care to our community and is committed to supporting staff to utilise associated information systems that directly and indirectly inform care. Trust staff are therefore required to commit sufficient time to ensure that they acquire and/or retain the core technology skills required to support their role.

Personal and Public Involvement (PPI)

Staff members are expected to involve patients, clients, carers and the wider community were relevant, in developing, planning and delivering our services in a meaningful and effective way, as part of the Trust’s ongoing commitment to Personal and Public Involvement (PPI).

Please use the link below to access the PPI standards leaflet for further information. PPI_leaflet.pdf (hscni.net)

PERSONNEL SPECIFICATION

JOB TITLE AND BAND: Patient Admin Services Operational Lead

Band 7

DEPARTMENT / DIRECTORATE: Medicine, Unscheduled Care & Cancer

SALARY Band 7

HOURS Full-time, 37.5 hours per week

Ref No: 55654700

Notes to applicants

You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria.

Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form. Please note the Trust reserves the right to use any desirable criteria outlined in Section 3 at shortlisting. You must clearly demonstrate on your application form how you meet the desirable criteria.

Proof of qualifications and/or professional registration will be required if an offer of employment is made – if you are unable to provide this, the offer may be withdrawn.

ESSENTIAL CRITERIA

SECTION 1: The following are ESSENTIAL criteria which will initially be measured at shortlisting stage although may also be further explored during the interview/selection stage. You should therefore make it clear on your application form whether or not you meet these criteria. Failure to do so may result in you not being shortlisted. The stage in the process when the criteria will be measured is stated below.

Factor

Criteria

Method of Assessment

Experience/

Qualifications/ Registration

1. A university degree or recognised professional qualification in a business/administrative related field AND 2 years’ experience working in a senior administrative role at Band 6 level or equivalent**, demonstrating in depth specialist knowledge of clinical administration and direct staff management.

OR

HNC/HND or equivalent AND 3 years’ experience working in a senior administrative role at Band 6 level or equivalent**, demonstrating in depth specialist knowledge of clinical administration and direct staff management

OR

At least 4 years’ experience working in a senior administrative role at Band 6 level or equivalent**, demonstrating in depth specialist knowledge of clinical administration and direct staff management

2. Possess a high level of specialist knowledge in the field of administration functions.

3. Demonstrate expertise in and experience of working with and managing a number of administrative functions across a large organisation

Demonstrate evidence of personal responsibility for achieving measurable improvements in service delivery at an organisational level, across a range of performance management activities.

Have managed/led a team for at least 3 years and can demonstrate leadership and organisational skills.

Have at least two years’ experience in the use of hospital systems which must include Encompass or PAS and be able to demonstrate an in depth specialist knowledge of these systems.

Specialist working knowledge in the areas of waiting list management or appointments booking and a sound understanding and knowledge of IEAP (Integrated Elective Access Protocol).

** AfC Band 6 Pay Band or equivalent salary

Shortlisting by Application Form

Other

Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment or have suitable alternative travel arrangements in place to work across sites where required.

This criterion will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by the Trust, which will permit them to carry out the duties of the post.

Shortlisted by Application Form

ESSENTIAL CRITERIA

SECTION 2 : The following are ESSENTIAL criteria which will initially be measured at interview/selection stage:

Skills/ Abilities /

Knowledge

Effective planning and organisational skills with an ability to prioritise own workload.

The ability to set and work to agreed objectives and timescales, identifying solutions to problems and implementing them effectively.

The ability to manage and motivate staff effectively, to ensure successful outcomes.

Have worked with a diverse range of stakeholders, both internal and external to the organisation, to achieve successful outcomes.

The ability to communicate effectively through all levels of the organisation and develop and maintain good working relationships.

The ability to work as part of a team whilst also being able to work on an individual basis using own initiative.

Have a proven record of achievement in their current post and can demonstrate leadership skills.

Demonstrate a comprehensive knowledge and experience of Health Records systems (Encompass or PAS), the Integrated Elective Access Protocol (IEAP) and relevant legislation.

Interview

Knowledge

Have an understanding of Ministerial, Trust and Speciality Targets, HSC Strategic Direction and Trust Core Values.

Interview

Demonstrate knowledge of relevant hospital services legislation and policies.

Volunteering experience may be considered appropriate in particular for roles within the context of direct patient/client care.

If invited for interview please be aware that your interview may include an aspect of Value Based Interviewing. The Trust Behaviours set out in the job description reflect our Trusts values and our expectations of all employees. You may find this helpful when preparing for your interview.

As part of the Recruitment & Selection process it may be necessary for the Trust to carry out an Enhanced Disclosure Check through Access NI before any appointment to this post can be confirmed.

To access a copy of the Access NI Code of Practice, please Click here

The South Eastern Health & Social Care Trust has guidance on the Recruitment of People with Criminal Convictions. To access a copy of this guidance, please Click Here

Protecting and using your information

To access a copy of the Trust’s Data Protection Policy Statement,

Click Here

THE TRUST IS AN EQUAL OPPORTUNITIES EMPLOYER

Successful applicants

May be required to attend for a Health Assessment

Can expect to be placed at the minimum point of the pay scale, although a higher starting salary, within the range of the pay band may be available if the person appointed has experience relevant & equivalent to the post. Request for recognition of previous service with non-direct NHS/HSC organisations towards starting salary and incremental credit must be made via the Retained Recruitment team within 3 months from commencement of employment. Requests made after 3 months will not be considered. If the successful candidate is an existing HSC employee moving to a higher band, AfC Pay on Promotion will apply.

Are able to request Flexible Working from the 1st day of their employment. A number of flexible working provisions are offered by all HSC Organisations including Full-time working, Fixed working patterns, Part-time working, Flexi-time, Compressed/elongated hours, Average hours working patterns, Term-time working, Job-share or Homeworking for some or all of the working pattern, depending on the role being undertaken. Successful applicants are encouraged to discuss with their manager what Flexible Working provisions may be available in the role they are taking up, prior to commencing employment, to help them achieve a positive Work/Life Balance

All staff are expected to display the HSC Values at all times.