Band 5 Pathway Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.

Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers' money, being safe and meeting our external duties, and building a strong organisation.

Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.

Click here to view our video Welcome to the Royal Free
Click on the logo below to see the video of the Royal Free London NHS Foundation Trust values

Job overview

To lead a team of administrators who are responsible for providing a front-line reception service in the pre-assessment service and provide administrative support to the Nursing Staff working within the pre-assessment.

They will deliver a high standard of customer care to a wide range of client groups, including clinic multi-disciplinary teams, patients, relatives, and their carers. The post holder will be responsible for the smooth running of the patient journey within the service and assist to streamline administrative processes revolving around the patient and their individual needs.

The post-holder will develop strong working relationships and work closely with staff cross site, nursing staff, anaesthetists and members of the complex Multi-Disciplinary team. This includes working with consultants, divisional and operational managers. The post holder will be expected to directly line manage the administrative staff working in pre-assessment and provide cross- cover to their role in the event of absence and annual leave.

The post-holder must undertake effective forward planning to ensure that the administrative needs of the service are met and carry out a range of effective administration processes to support the delivery of high-quality patient care.

The administrator manager is responsible for the management and prioritisation of their own workload and the day-to-day management of the administrative team.

Main duties of the job

• Supervise the day-to-day work of the administrative team.
• Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction. Including to coordinate and engage in the patient feedback (FFT)
• Ensure that patient navigators and other members of the administrative team always adhere to Trust policies and standard operating procedures, highlighting to senior management any situations where this is not achievable.
• Manage sickness/absence and recording of annual leave of the team, ensuring service delivery is not compromised, coordinating duty rosters of team where appropriate.
• Ensure ESR information including annual leave, sickness absence and any changes in employment contracts for the administrative team are maintained in conjunction with ER and payroll.
• Ensure an equitable and allocation and distribution of the workload across the team, with staff working flexibly to accommodate the needs of the patients and the clinicians they are supporting.
• Manage the recruitment process for the appointment of new staff to the department with support of the service manager
• Coordinate and engage in the induction of new team members, sharing knowledge and expertise of the administrative processes and functions.
• Monitor individual and team performance regularly, holding 1:1 meetings, appraisals according to Trust Policy and Team meetings.

Working for our organisation

The Royal free London NHS Foundation Trust is one of the UK's biggest and most innovative trusts. Across three main hospitals our dedicated army of staff care for over 1.6 million patients, treat 200,00 in A+E, deliver 8,000 babies and carry out more than 17 million tests.

Our Size, scale and influence offer you unrivalled opportunities and a forward thinking approach to working that works around your lifestyle. From flexible hours and generous benefits to next level training, we make it easier to take your career to the top.

Detailed job description and main responsibilities

Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.

Person specification

Royal Free World Class Values

Essential criteria

• Demonstrable ability to meet the Trust Values.

Education & professional Qualifications

Essential criteria

• Diploma level qualification or equivalent experience
• Knowledge of medical terminology
• English and Maths at GCSE level or equivalent
• Customer services attendance certificate
• Strong working knowledge and proficient in the use of Outlook package - Power point, Excel, Microsoft word as well as email, Internet.

Desirable criteria

• Undergraduate degree
• RSA 2 or RSA 3-word processing/typing or equivalent experience.

Experience

Essential criteria

• Previous experience of working with the public and/or patients in a healthcare environment
• Experience of interaction with all levels of staff
• Experience of dealing with nonroutine and complex problems.

Desirable criteria

• Experience of drawing up staff rosters

Skills and aptitudes

Essential criteria

• Excellent written and verbal communication skills
• Excellent organisational skills with meticulous attention to detail
• Understanding patient confidentiality
• Awareness of National and Trust pathway targets (such as 18 week RTT target)
• Ability to use databases.

Desirable criteria

• Ability to confidently interact and share knowledge with staff at all levels.

Personal Qualities & attributes

Essential criteria

• Ability to maintain excellent communication channels and good customer services
• Ability to work under pressure and use own initiative to prioritise tasks
• Proactive, forward -thinking, quick problem -solving attitude
• Ability to work flexibly to accommodate peaks and troughs of activity
• Teamwork and ability to develop strong collaborative working relationships with different teams.

• Covid-19 Vaccination

  Getting vaccinated, and getting a booster, remains the best defence against COVID-19.
  We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligible.

• AT* - Apprenticeship Training. Where AT* is entered next to the job title indicates that this vacancy is for an apprenticeship role.
• By applying for this role, you accept if successful, that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we require you to complete your stat and Man e-learning modules prior to joining our organisation.
• If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK.
• Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the UKVI points based system.
• If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a "selfie" using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk
• The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
• The Trust will request a DBS (CRB) if post involves regulated activities. The Trust is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act.
• By applying for this post you are agreeing to Royal Free London NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
• Please be aware of scams - unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.

Please note:

• Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification
• Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.
• Interview arrangements will be communicated via email so please check your email regularly following the closing date.

Please be advised that due to exceptionally high demand, all Royal Free accommodation is at full capacity and waiting lists are being held. Average waiting times are 12 months. Please do not rely on Trust accommodation when you commence your role and ensure you investigate alternative accommodation for your arrival.

Employer certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.
Documents to download

• JD Band 5 CPM (PDF, 520.3KB)
• PS Band 5 CPM (PDF, 296.6KB)
• FR Band 5 CPM (PDF, 113.8KB)
• Corporate, Admin & Clerical, Other - benefits, about RFL, values and governing objectives (PDF, 935.8KB)