Team Lead Audiology Administrator | Barts Health NHS Trust

We are looking for a highly motivated and committed Administrator to work in our friendly adult Audiology team. This post consists of working at both Whipps Cross University NHS Hospital in Leytonstone and a community Audiology site in the London Borough of Redbridge.   This post consists of overseeing the Audiology department’s administrative processes, duties and reception and, line-managing Audiology Administration staff. Previous Cerner Millennium (CRS) experience is essential. • To lead the administrative team and reception in the Audiology department, acting as the first point of contact for the Audiology department. • To be responsible for managing the administrative office, monitoring and tracking patient referrals in order to ensure that patient journeys are processed immediately and appointed within nationally and locally defined targets. • Ensuring patient breaches do not occur and all appointments are scheduled correctly and promptly. • To have a good awareness of Audiology, clinical patient pathways and relevant booking guidelines associated with Audiology, adhering to referral-to-treatment (RTT) guidelines. • Proactively track patient pathways and validate information to ensure the correct application of 18 week guidelines and the achievement of performance target for the Trust. • To be responsible for actioning missing RTT entries and unrecorded patients for data completeness. • To identify and rectify poor data quality that will support the Clinical Lead and Senior Managers to ensure that poor data quality issues on CRS/ERS are avoided in future. • To support the department in any modernisation/operational improvement work that is required in relation to 18 week target and any other initiatives as and when required. • Line manage Audiology Administrators • Deal with appointment-related queries/complaints from service users   Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.   The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.   Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which ourWeCarevalues and behaviours are visible to all and guide us in how we work together.   We strive to live by ourWeCarevalues and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment. Administration/Reception • To provide leadership, act as a central reference point and co-ordinator of various activities within the Administrative team and reception. • To manage administrative offices and reception areas of the department, co-ordinating administrative systems and implementing improvements where necessary. • To ensure Audiology clinics are booked according to clinic timetables and up-to-date CRS clinic sheets and outcome forms are available for clinical staff. • To lead on the booking of specialist Audiology clinics • To provide Administrative support to the Team Lead Audiologist and Audiological staff. • To efficiently deal with telephone calls, emails, written and face-to-face visits from patients, relatives, health care professionals and other members of the public ensuring queries are dealt with courteously and sensitively and that messages are relayed to the appropriate member of staff. • To process and distribute all incoming mail and emails to the department, dealing with routine queries and forwarding other mail and emails to the appropriate member of staff. • To deal with all administration-related queries and complaints professionally and immediately. • To be responsible for all patient notes and referrals, ensuring they are scanned, uploaded and administrated correctly at all times. • Monitor and be responsible for patient experience forms.   Data Management/Tracking • To support and ensure that data is being collated and recorded appropriately and correctly. • Validate actual breaches of patient access, pathway targets and identify potential future breaches. • The accurate and timely input of patient information data on Practice Navigator, Cerner Millennium and Excel databases thus ensuring that the information is at all times accurate and up-to-date. • To be responsible for reporting of all potential breaches to the Team Lead Audiologist, Audiology Service Manager and relevant Senior Managers ensuring that potential breaches are fast-tracked through the system. • To ensure confidentiality and security of data in accordance with organisational requirements and in line with the Data Protection Act. • Responsible for providing relevant documentation of validated patient pathways and summarise breach analysis for review and reporting at the 18 weeks forum • Use of patient notes, existing databases and Trust systems to confirm patient data is accurate. • Be responsible for the administrative co-ordination of 18 weeks patient pathways at various stages of referral pathways, to understand current and future appointment requirements and take proactive steps through current action and forward planning, to ensure this pathway is maintained. • To highlight any bottlenecks within the process, communicating regularly with the Team Lead Audiologist and Senior Management team and where possible, suggesting and implementing solutions. • To ensure that patient data is correctly validated at all points on the pathway. • To lead on data cleansing of out-of-date/inaccurate data.   Managing – People and Resources • To line manage, supervise, induct and train all administrative/reception staff members in all aspects including the 18 week referral-to-treatment (RTT) Audiology pathway, and their job roles. • To monitor stationery stock levels and order appropriate amounts of stationery, as necessary. • To maintain, record and upload all administration sickness, special leave and annual leave on E-roster, ensuring it is correct and up-to-date. • Conduct one-to-one’s and appraisals with Administrative staff. • Monitoring Administrative staff performance. • Participate in the recruitment of substantive and temporary Administrative staff.   Organisational • Able to prioritise own workload and administration team’s workload with minimum supervision. • To plan and prioritise elements of own workload, within the framework of service delivery priorities as defined by line manager or Team Lead Audiologist. • To contribute to the day-to-day audiology administrative operations to include scheduling and rescheduling of appointments and monitoring waiting lists. • To actively contribute to meetings both within the service and as a representative of the service as required within own area of expertise, which may include the taking on of formal roles such as minute-taking / arranging venues etc. • To disseminate administrative tasks amongst Administration team. • Implement and update Administrative standard operating procedures (SOPs).   General Duties • To liaise with patients and relatives, acting as first point of contact to the department, issuing batteries and providing advice on hearing aids. • To deal with complaints from patients, relatives and consultants. • Scanning, printing, uploading and emailing documents/correspondences, as necessary, ensuring that there are adequate copies of specific forms required by the Audiologists. • Scanning, uploading and filing all relevant correspondence. • To contribute to quality initiatives including audits, designed to raise the standard of service to patients. • To maintain a high level of confidentiality at all times and discarding confidential documents/ information as per Trust policy. • To work independently and as part of a multi-disciplinary team, within professional boundaries. To be ultimately accountable to the Audiology Leads, and to seek guidance from peers or senior staff whenever necessary. • Ad hoc administrative tasks appropriate to post   Education, Training and Personal Development • To undertake mandatory Trust courses, participate in the departmental IPR scheme and seek to further own professional and personal development. • To actively seek personal development in line with the knowledge skills framework. • To demonstrate and explain elements of the job to individuals such as new, junior staff and temporary members of staff, as required.   Research and Development • To participate in the departmental administrative audit and effectiveness programme as required, such as assistance with data collection or surveys. • In general, to strive to continually improve the quality of audiological administrative services in East London.