Business Support Team Leader inDarlington inDarlington PUBLISHED
WED 22 JAN 2025
Primary Healthcare Darlington rLSSKo2N
As an integral part of the PHD management team, the Business Support Team Leader will facilitate communication and collaboration across various stakeholders, including clinical leads and external partners. The role emphasises proactive team leadership, continuous improvement of administrative functions, and maintaining high standards in data management and patient service. Additionally, the leader will uphold confidentiality and adhere to health and safety protocols while championing equality and diversity within the workplace.
The interview date for this post will be Thursday 13th February 2025.
Due to the internal promotion of the current postholder, PHD is looking to recruit to this pivotal role within its organisation. The role is to manage, develop and deliver the Business Support service provided by PHD on behalf of the 11 GP practices in Darlington.
You will be responsible for managing a team of administrative staff to develop and maintain the highest quality administrative services to meet the needs of the wider PHD Team including overseeing the safe and effective storage and processing of data to meet performance reporting requirements.
You will lead a team and support the management of admin bank staff who provide enhanced access for the Darlington GP practices. You will also support services provided on behalf of Darlington PCN and other healthcare providers.
The role is an integral part of the wider PHD management team and provides essential services and support to the wider PHD team.
You will lead the team in a proactive, supportive manner ensuring excellent service to all stakeholders and the wider PHD team. You will be responsible for the safe and effective operation and reviewing and redesigning our systems to support the delivery of high quality admin support. You will lead the recruitment, induction, appraisals and on the job assessment and training for your team. You will work with the clinical system (Systmone), interrogating the database to provide reports and data for the services provided at PHD.
A full job description is attached to the advertisement.
About us
Job Summary
To manage, develop and deliver the Business Support service provided by PHD on behalf of the 11 GP Practices in Darlington.
You will lead the team of administrative staff to develop and maintain the highest quality administrative services to meet the needs of the wider PHD Team including overseeing the safe and effective storage and processing of data to meet performance reporting requirements.
You will lead a team and support the management of admin bank staff who provide enhanced access for the Darlington GP practices. You will also support services provided on behalf of Darlington PCN and other healthcare providers.
The role is an integral part of the wider PHD management team and provides essential services and support to the wider PHD team.
Main duties of the job
You will lead the team in a proactive, supportive manner ensuring excellent service to all stakeholders and the wider PHD team. You will be responsible for the safe and effective operation and reviewing and redesigning our systems to support the delivery of high quality admin support. You will lead the recruitment, induction, appraisals and on the job assessment and training for your team. You will work with the clinical system (Systmone), interrogating the database to provide reports and data for the services provided at PHD.
Job responsibilities
The Business Support Team Leader is responsible for:
Overseeing the administrative and data services of the federation, ensuring that the team of staff work effectively and efficiently to achieve their responsibilities.
Line managing business support staff, supporting staff development and providing guidance and direction.
Working with the Ops Managers compiling staff rotas to ensure adequate coveracross a range of clinical services.
Maintain an effective appointment system for all services required in the commissioned PHD services.
Responsibility for the provision of data to assure the PHD Board and confirm commissioned service compliance.
Reviewing and updating all office procedures as required
Act as a focal point for communication throughout PHD including with the sessional workforce, advising and supporting administrative staff on effective methods of communication and best practice.
Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives.
Other duties, consistent with the level of the post and the scope of the role, as the needs of the services require in discussion with your line manager.
Key Responsibilities: team/service
Work closely in collaboration with the wider Operational Services Team including the GP and Nurse Clinical Leads and the Lead Nurse for Infection Prevention and Control
Lead on Business Support service development.
Ensure that all staff have a personal development plan, are aware of and supported to follow all organisational policies, procedures and protocols.
Deal with performance issues/ grievance in conjunction with Operational Lead
Work closely with PHD/PCN colleagues to resolve service issues in a timely fashion.
Ensure the provision of a high quality and customer service focused reception service.
Represent the Business Support team at events/ meetings.
GENERAL TASKS
Data capture
Patient safety and quality in service are paramount. High standards in record keeping are as much a part of that quality service as a reflection of the quality in care delivered. To achieve and maintain high standards of data capture, the postholder will need to:
Handle function specific information, which may be sensitive, complex, or confidential and appropriately recording, transferring and/or coordinating such information in accordance with the Data Protection Act; Caldicott Guidelines and the Confidentiality Code of Conduct Professional development.
Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, equality, diversity and inclusion training and health and safety.
Specific requirements
A satisfactory Disclosure and Barring check
Miscellaneous
Work as part of the wider PHD team, seek feedback, continually improve the service and contribute to business planning.
Contribute to the development of policies and plans within PHD.
Contribute to the achievement and maintenance of CQC registration status in Primary Healthcare Darlington (PHD).
Make a positive contribution to excellent communications across PHD, ensuring effective communication with staff, member practices and stakeholders. To ensure compliance with PHDs corporate messages and approach at all times, particularly when liaising with external stakeholders and customers. Ensure the principles of openness, transparency and candour are observed and upheld in all working practices.
Safeguarding Responsibilities
Participate as required in serious incident investigations.
Attend mandatory training on safeguarding.
Report any safeguarding concerns to the appropriate authority.
Training, Education and Quality
Lead on the creation of and oversee the successful delivery of a training and development plan for the Business Support Team
Assess own performance and take accountability for own actions, either directly or under supervision.
Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work.
Completion of Statutory & Mandatory annual training.
Financial and Physical Resources
Ensure the effective and efficient use of physical and financial resources, make recommendations regarding supplies and equipment.
Support staff management via regular performance reviews.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time, workload, and resources.
Confidentiality
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the PCN, its member practices and PHD as business organisations. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the PCN and its member practices may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
The post holder has a responsibility to comply with the Data Protection Act 1998, NHS Confidentiality guidance (e.g., Caldicott) and any code of practice on Confidentiality and Data Protection as accepted by the PCN practices.
All employees must adhere to PHD policies and procedures.
Health and Safety
The post holder is required to take responsible care for the health and safety of themselves and other persons who may be affected by their omissions at work.
The post holder is also required to cooperate with PHD to ensure that statutory and departmental regulations are adhered to.
Equality and Diversity
PHD is committed to an Equality policy which affirms that all staff should be afforded equality of treatment and opportunity in employment irrespective of sex, sexuality, age, marital status, ethnic origin, or disability. The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Recognise peoples needs for alternative methods of communication and responds accordingly.
Personal/Professional Development
The post-holder will participate in any training programme implemented by PHD as part of this employment, such training to include participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Key Working Relationships and Communication
PCN Clinical director
PHD Business & Finance Director
PHD Operations Manager
Social Prescribing Link Workers
Staff working with Practices, e.g., GPs, Practice Managers, Clinicians, HCAs, Allied Health Professionals, Admin staff.
Clients, their families and/or carers
VCSE organisations and community faith groups
Patient and public stakeholders including patient participation groups.
Relevant representative committees
The wider PHD team
Healthcare providers including NHS, third sector and voluntary providers.
This job description is only a guideline and should be regarded as such. It is not definitive or restrictive in any way and will be reviewed periodically as the service develops. Primary Healthcare Darlington will provide training and support as required and identified in annual appraisals/ performance reviews/changes to technology.
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