Support Manager

Primary Care Sheffield has an exciting opportunity for a candidate with leadership experience to join our organisation as a Support Manager at Darnall Primary Care Centre. This practice has been rated outstanding by CQC.For more information about the role and the practice, please contact Michael Lyall, Senior Project Manager at michaellyall@nhs.net.Main duties of the job

To providemanagement support to the Operational Managers and direct reports to ensurepeople are supported to perform their roles to enable them to make a significant contribution to individualand team performance.To provide line management supportand mentorship of staff working within Darnall Primary Care CentreTo be a key member of themanagement team working alongside managerial and clinical leads to ensureconsistent high standards of service are delivered.To ensurethat the administrative functioning of the service provided to staff, serviceusers and key stakeholders is maintained to a high standard.You will workwith the management team to support the governance of the service includingproducing information for performance management purposes and the on-goingmonitoring and delivery of key performance areas.You will beresponsible for co-ordination of clinical rotas and pay roll submissionsincluding the management of holidays and other periods of absence and ensuringadequate cover arrangements are in place.This postinvolves significant organisational tasks, effective team working and a highlevel of communication skills.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 and Bassetlaw Integrated Care System (ICS).Job responsibilities

Main Duties and ResponsibilitiesTo provide management support to the Operational Managers and direct reports to ensure people are supported to perform their roles to enable them to make a significant contribution to individual and team performance.To provide line management support and mentorship of staff working within Darnall Primary Care CentreTo be a key member of the management 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 management team to support the governance of the service including producing information for performance management purposes and the on-going monitoring and delivery of key performance areas.You will be responsible for co-ordination of clinical rotas and pay roll submissions including the management of holidays and other periods of absence and ensuring adequate cover arrangements are in place.This post involves significant organisational tasks, effective team working and a high level of communication skills.To support the Management Team in the day to day operational management of the PCS Darnall Primary Care CentreResponsible for the co-ordination of reception rotas across, ensuring an adequate level of cover is maintained. Will be responsible for working front-line as and when required.Supervision/line management of administrative staff, retaining appropriate documentation in the HR file. This will include all aspects of HR processes including addressing minor disciplinary/performance issues and undertake any investigations as necessary.Ensure safe and robust IT systems are in place and support the service in the development of IT, information and the Clinical System, including responsibility for key pieces of admin work relating to performance.Attend key meetings representing and advocating on behalf of the administrative staffProvide leadership to your team ensuring we build and maintain a competent and highly-motivated workforce. Devise and implement effective internal comms to support staff, service providers and subcontractors to help you.To support the recruitment, induction, training and supervision of new administrative staff. To produce Job descriptions, person specifications for administrative staff in consultation with the Head of Service.To ensure written procedures for administrative aspects of the service are regularly updated.Implement systems for improving quality of customer service including direct supervision to handle complaints.To contribute to developing a positive working environment and welcoming service with other team members and those visiting DPCCTo work within and adhere to human resources policies and procedures.To ensure accurate records are kept of all clinical staff absences including clinical sickness/annual leave/training etc and to ensure cover is provided during absences to maintain an efficient and effective service to patients.Organise, co-ordinate and participate in meetings, PLI events, workshops, training events and service planning discussions as necessary.Oversee administration staff for the ordering of office and clinical equipment and their maintenance.Developing protocols and ensuring robust policies and procedures are in place which fit with PCS policies and proceduresClinical System administrator responsible for the induction and set up of new users, system maintenance and back-up procedures.To take the lead in relation to specific development projects and to ensure effective and robust project managementEstablish and maintain effective communication networks within PCSProduction of documents and reports for management purposes including analysis of dataTo project manage as and when required.Support to respond in a timely and appropriate manner to verbal and written complaints about the service in line with PCS Policy. Record using appropriate methods ensuring that PCS complaints procedure is implemented efficiently and sensitively.Ensures a high standard of confidentiality and respect in all office communications whether face-to-face, over the phone or by emailTo work flexibly and with initiative to meet the needs of the department.Works within professional directorate and service guidelines, ensuring provision of efficient management/administrative service and office systems for all aspects of the service.Respond appropriately to verbal complaints and refer any unresolved issues to senior management where necessary. Record using appropriate methods.GeneralThe post holder will:Responsible for continuing personal development in line with PCS policiesTo partake in an annual PDR with line managerTo undertake any other duties as may reasonably be delegated to the grade and function of the postPerson Specification

Experience

Call handling and/or administrative experienceExperience of working in a Healthcare environmentQualifications

Management qualification (level 5 or above) or Significant experience as a line managerKnowledge and Understanding

Understanding and knowledge of Primary Care and NHSStrong people management and leadership skillsStrong HR experienceKnowledge of NHS complaints handling proceduresSystem One knowledgeSkills and Competencies

Ability to manage difficult conversationsAble to make decisions quickly with confidenceAbility to deal with competing time pressures, whilst ensuring priorities are achievedHonesty and openness in communicating with colleaguesCalmness, flexibility and adaptabilityA systematic, methodical and sensitive approach to problem solving, taking into account diverse viewpointsCommitment to continuous professional developmentHonesty and openness in communicating with colleaguesTransparencyWillingness to learn from colleaguesAttributes

Flexible in approach to workTrustworthy and openFlexibleAdaptableDisclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal ..... full job details .....