Quality Administrator
Job Description
Job summary
Do you consider yourself an administrator with an eye for detail and with a background or interest in website administration. Would you like to make a difference to the experience of colleagues and service users and have a willingness and enthusiasm to build a new role that has quality at its core?
We are seeking to recruit a new colleague who will join us working across PCMH to support the delivery of our place-based community mental health service and helping us to offer the right intervention at the right time and in the right place. We are looking for a compassionate, kind and values-based person with a strong commitment to quality improvement & who is committed to helping us to deliver safe and effective care that is responsive to people's feedback and experience. You will be working some of the time as part of the administration team, whilst mainly working within the Quality portfolio, supporting the Quality Lead, Quality Support Manager and Lived Experience Lead.
One day your role might involve ensuring that we have all the necessary audits added to our recording system or helping us to respond to complaints or concerns by sending out our response letters. On another day it might involve updating the content on the service website. On each Friday you will work with clinical admin managing main phoneline and taking phone calls, enquiries from people who use our service, our colleagues and stakeholders and updating the electronic patient record accordingly.
Main duties of the job
You will have direct contact and communication with the people who use or have used our service, so we are looking to recruit someone who can be sensitive to peoples needs. Experience in working with websites, providing a high-quality administrative service and/or service improvement would be very much welcomed.
You will be offered support & supervision, opportunities for professional development & the space to lead the ongoing creation of this exciting post alongside your colleagues.
The post is a full-time post. We work flexibly and the post will be partly working from home and/or at team sites and partly from the PCS base. The working pattern will be agreed at appointment, so that it meets the needs of the successful applicant and the service.
About us
Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are 75 GP practices in Sheffield covering over half a million patients. As well as providing a unified voice for general practice in the city, we play an active role both within our Accountable Care Partnership (ACP) and the wider South Yorkshire Integrated Care System (ICS).
Primary Care Mental Health (PCMH) is a partnership between Primary Care Sheffield, Sheffield Health and Social Care Trust and MIND and is a PCN based mental health assessment and treatment service that provides interventions for people with serious mental illness.
We aim to deliver a safe, effective, responsive, caring, and well-led service and as a team work to ensure we have the evidence to demonstrate this. This incorporates the use of audit, service improvement measures, patient involvement and lived experience and learning from incidents and feedback.
Job responsibilities
Organisational Values
As an employee of Primary Care Sheffield you will be committed to PCSs organisational values:
Openness: ensuring transparency sharing knowledge and welcoming feedback
Person Centred: Being empathic and understanding of the individual
Innovative: Embracing change and inquisitive of new solutions
Ambitious: Working towards the best for Sheffield and its people
Empowering: Actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people.
Job Summary
Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are 75 GP practices in Sheffield covering over half a million patients. As well as providing a unified voice for general practice in the city, we play an active role both within our Accountable Care Partnership (ACP) and the wider South Yorkshire Integrated Care System (ICS).
Primary Care Mental Health (PCMH) is a partnership between Primary Care Sheffield, Sheffield Health and Social Care Trust and MIND and is a PCN based mental health assessment and treatment service that provides interventions for people with serious mental illness.
We aim to deliver a safe, effective, responsive, caring, and well-led service and as a team work to ensure we have the evidence to demonstrate this. This incorporates the use of audit, service improvement measures, patient involvement and lived experience and learning from incidents and feedback.
This post will have a dual aspect to it and the successful person will have the opportunity to develop the role, in response to the requirements of the team and the quality aspect of our work. One day per week (Friday) you will be working entirely within the clinical admin team. On Monday-Thursday you will also support those colleagues on the main landline number, taking calls from patients for example.
However, for most of your working hours you will work under the supervision of the Quality Support Manager and closely with the Quality Lead, in order to ensure that we have the necessary systems and structures in place to deliver a safe, effective and responsive mental health service. This may include liaising with team colleagues and requesting reviews of policy documents, providing admin support for colleagues working to implement and deliver service improvement activity and/or ensuring that our audit activity is completed and the outcomes received within agreed timescales.
Main Duties and Responsibilities
The role of Quality Administrator will provide day to day administration support primarily within the PCMH Quality portfolio.
The role will be to support the wider team working alongside managerial and clinical leads to ensure consistent high standards of service are delivered.
To ensure that the administrative functioning of the service provided to staff, service users and key stakeholders is maintained to a high standard.
You will work with the Quality Support Manager to provide the necessary administrative support for the governance of the service. Examples will include ensuring that documents are managed in a timely manner and requesting the necessary actions from team colleagues e.g ensuring that audit outcomes are received and recorded within the agreed timeframes and sending the necessary correspondence to people following the receipt of complaint or a concern.
This post involves significant organisational tasks, effective team working and an ability to communicate with others sensitively and compassionately and the ability to be flexible and prioritise competing tasks.
You will be responsible for the day-to-day administration and updating of the service website.
Principal duties will include
- Dealing with incoming telephone calls, taking messages where appropriate. This will sometimes involve dealing with challenging situations.
- Accurately inputting data as requested, using various forms, formats and systems including SystmOne.
- Operation of internal information systems, ensuring accurate and up to date information is processed and maintained, requesting updates from colleagues with regards to the annual audit schedule and requesting and filing documentation e.g. completed investigation reports and updating the Quality Support Manager when received.
- Processing any external correspondence and dealing with phone calls inc effective message taking, fielding calls, diverting calls.
- Liaising with clinicians as required.
- Day to day administration and updating of service website.
Liaising with service users, carers, GPs, voluntary agencies and a wide range of multi-disciplinary staff and other staff both internal and external as required.
Dedicated administration support for Quality portfolio
The provision of an effective admin service to Quality Lead, Quality Support Manager and Lived Experience Lead, including typing of letters, reports, emails and completion of appropriate forms in SystmOne, as/when required.
Dealing with incoming correspondence, checking information received and responding where appropriate, inc regular monitoring of the Quality communications generic email inbox.
Downloading of Supervision/ Training reports for line management review.
Administration support for identified meetings inc completion of action trackers.
Monitoring of Standard Operating Policy review dates, prompting senior colleagues when required.
External communication systems
Website editing (Drupal).
Day to day administration of the website including coordinating the submission of content and uploading in a timely manner.
Raising any concerns regarding content and/or function.
Other/General Duties
Maintaining and updating existing electronic or hard copy filing ...
