A&E Administration Team Leader

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 1:1s 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.