Administration & Consumer Affairs Manager

Purpose of the Post

This is a pivotal role within the hospital, supporting the delivery of an efficient and effective administration service and ensuring a compliant approach to the statutory functions of the HSE’s Your Service Your Say, Freedom of Information, GDPR and Data Protection.

The post holder will provide Management of the Healthcare records and Administration Services Department and will involve working with Consultants, Department Managers and Nurse Managers in the delivery of efficient and effective administration services and excellent patient customer services in St. Columcille’s Hospital

Principal Duties and Responsibilities

The Administration & Consumer Affairs Manager role is to provide a continuing administration support services to patients and their relatives in the hospital by maintaining good communication and responding proactively to patients’ concerns.

The role will encompass both the management of communications and patient administrative services responsibilities which includes the following:

Specific Accountability

· The post holder will assume a leading role in the investigation and management of complaints including those received at the point of occurrence, through written correspondence, from the Office of the Ombudsman and via Your Service Your Say.

· Manage and collate patient feedback throughout patient surveys and comment cards throughout the hospital

• Ensure a timely and consistent response to Service Users and Service Providers for client information across all functions of St Columcille’s Hospital
• Manage the process of acknowledging, researching, and responding to Data Access/FOI requests including decision making pertaining to files held throughout the hospital.
• Ensure the accurate handling of all FOI/SARS, data protection, administration access, and PQ requests as agreed.
• Promote and facilitate training to all staff in the National Communication Programme, YSYS, FOI, GDPR etc.
• Oversee the management of Healthcare records department throughout the hospital including the management of non-compliances and breaches of Healthcare records.

· The Management of the Administration & Scheduled Care Services within St. Columcille’s Hospital including providing management of front line Services and the staff within these departments, such as the Healthcare Records department, Outpatient, Radiology, MAU/IU, Secretaries and other delegated staff.

· Monitor trends, report on common feedback themes and issues across the Hospital and the broader DSE Group.

· Provide guidance and support to staff involved in Coroner’s inquests, civil litigation/claims management and related processes and support states claims agency with relevant documentation.

· Provide education and training in order to support staff to understand and fulfil their roles and responsibilities relating to the hospital’s Complaints management processes.

· Ensure that complaints related data is collected, analysed and acted upon in an efficient manner to support the hospital.

· Maintain a high level of proficiency with all information technology systems used within the service including the National Incident Management System (NIMS) and the Quality Management Information System (Q Pulse).

· Act as an advocate for service user by listening to them, giving support and assistance, responding to their complaint, helping them in crisis situations and providing them with information about hospital services.

· Put in place systems and protocols to improve response to patients’ complaints and to enhance all aspects of patient satisfaction.

· Develop a service ensuring patients are involved in service development and improvement; and implement systems for ensuring patient / service user feedback is sought and acted upon

• Collation of weekly/monthly/quarterly/annual departmental reports and presentations as agreed.
• Ensure all general, legal, and financial records are readily available on request.
• Oversee the hospitals communication services ie: Website, Social media.

General Requirements

· Develop and maintain excellent communication channels with hospital departments, other personnel and relevant staff in order to promote and develop the delivery of a high standard of safe, quality care.

· Develop and/or maintain a high level of expertise in the related areas of complaints management and legal affairs.

· Ensure that hospital management is kept informed of all applicable regulatory changes that may impact on the operation of Consumer Affairs and Healthcare record related processes and the organisation as a whole.

KPI’s

· The identification and development of Key Performance Indicators (KPIs) which are congruent with the Hospital’s service plan targets.

· The development of Action Plans to address KPI targets.

· Driving and promoting a Performance Management culture.

· The development of a Performance Management system for your profession.

· The management and delivery of KPIs as a routine and core business objective

• Assume operational responsibility of administrative duties of their team members during periods of leave of absence and appropriately delegate daily tasks within team and report upwards to the senior team.

· Protect patient confidentiality at all times.

• Be familiar with the Major Emergency Plan for the hospital.
• Undertake special assignments as directed.

Service Delivery and Service Improvement

• Promote and participate in the implementation of change.
• Proactively identify inequities/inefficiencies in service administration and implement solutions to improve service delivery, in line with legislation and benchmarking against best practice structures.
• Embrace change and adapt local work practices accordingly by finding practical ways to make policies work, ensuring team knows how to action changes.
• Encourage and support staff through change process.
• Maintain a good understanding of internal and external factors that can affect service delivery including awareness of local and national issues that impact on own area of work.

Customer Service

• Promote and maintain a customer focused environment by ensuring service users and staff are treated with dignity and respect.
• Seek feedback from service users to assist in evaluating the service with a view to making improvements.

Standards, regulations, policies, procedures & legislation

• Contribute to the development of policies and procedures for own area.
• Assess and analyse compliance with National and EU legislative obligations, and national policies and procedures.
• Ensure accurate attention to detail and consistent adherence to procedures and current standards within area of responsibility.
• Maintain own knowledge of relevant policies, procedures, guidelines, and practices to perform the role effectively and to ensure standards are met by own team.
• Maintain own knowledge of relevant regulations and legislation e.g., HSE Financial Regulations, The Health Act 2004, Health & Safety legislation, Employment legislation, FOI Acts etc.
• Pursue continuous professional development to develop management expertise and professional knowledge.
• Adequately identifies, assesses, manages and monitors risk within their area of responsibility.
• Ensure Standard Operating Procedures, Work Instructions, and relevant policies are created, updated, understood, and adhered to by staff.
• Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc and comply with associated HSE protocols for implementing and maintaining these standards.
• Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

Education & Training

· Provide training as appropriate where knowledge gaps relating to administration, communication, complaints (YSYS), FOI and GDPR

· Participate in on-going education programmes to promote safer care for patients.

· Enhance the sharing of learning across the hospital in the management of patient feedback.

The above Job Specification is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office

Eligibility Criteria

Qualifications and/ or experience

1. Professional Qualifications, Experience, etc

(a) Eligible applicants will be those who on the closing date for the competition:

(i) Have satisfactory experience as a Clerical Officer in the HSE, TUSLA, other

statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004 Equivalent or higher than a Grade V.

Or

(ii) Have obtained a pass (Grade D) in at least five subjects from the approved list of

subjects in the Department of Education Leaving Certificate Examination, including

Mathematics and English or Irish (1). Candidates should have obtained at least Grade C on higher level papers in three subjects in that examination.

Or

(iii) Have completed a relevant examination at a comparable standard in any equivalent examination in another jurisdiction

Or

(iv) Hold a comparable and relevant third level qualification of at least level 7 on the National Qualifications Framework maintained by Qualifications and Quality

Ireland, (QQI).

Note (1)

Candidates must achieve a pass in Ordinary or Higher level papers. A pass in a foundation level paper is not acceptable.

Candidates must have achieved these grades on the Leaving Certificate Established programme or the Leaving Certificate Vocational programme.

The Leaving Certification Applied Programme does not fulfil the eligibility criteria.

And

(b) Candidates must possess the requisite knowledge and ability, including a high standard of suitability, for the proper discharge of the office.

2. Age

Age restriction shall only apply to a candidate where s/he is not classified as a new entrant (within the meaning of the Public Service Superannuation (Miscellaneous Provisions) Act, 2004). A candidate who is not classified as a new entrant must be under 65 years of age on the first day of the month in which the latest date for receiving completed application forms for the office occurs.

Health

A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

Character

Each candidate for and any person holding the office must be of good character

Post Specific Requirements

· A background in healthcare Records and services

· Experience in FOI/Data requests

· Scheduled Care Compliance

· Skills necessary to manage sensitive situations in a calm and confidential Manner

· An awareness of the importance of communications in a healthcare setting

· Previous experience in dealing with members of the public or handling patient concerns in a timely manner.

· IT skills

Other requirements specific to the post

Access to Transport would be beneficial

Skills, competencies and/or knowledge

Professional Knowledge & Experience

• Excellent MS Office skills to include, Word, Excel and PowerPoint.
• Knowledge and experience of using an email system effectively e.g., Outlook.
• Knowledge and understanding of the Health Act 2004, HSE’s Your Service Your Say, The Ombudsman’s Learning to Get Better Standards, Freedom of Information Act, Data Protection Acts, GDPR and other legislations as relevant to the role.
• Knowledge and experience of customer service management as relevant to this role.
• Experience of team supervision and development.
• Experience of developing and maintaining positive relationships with key internal and external stakeholders.
• Experience of data collection and data analysis using Excel or similar software.

Communications & Interpersonal Skills

· Demonstrates excellent communication and interpersonal skills including the ability to present complex information in a clear, concise and confident manner (written & verbal). Strong presentation skills.

· Demonstrate the ability to influence people and events and the ability to build and maintain relationships with a variety of stakeholders, working collaboratively within a multi stakeholder environment.

Managing and Delivering Results in a complex environment

• Excellent organisational and time management skills to meet objectives within agreed timeframes and achieve quality results
• Demonstrate responsibility and accountability for the timely delivery of agreed objectives
• Challenges processes to improve efficiencies where appropriate, is committed to attaining value for money.

Commitment to a Quality Service

• Demonstrates evidence of practicing and promoting a strong focus on delivering high quality customer service for internal and external customers and an awareness and appreciation of the service user.
• Embraces and promotes the change agenda, supporting others through change.
• Demonstrate flexibility and initiative during challenging times and an ability to persevere despite setbacks.

Critical Analysis & Decision Making

• Excellent analytical skills to enable analysis, interpretation of data and data extraction from multiple data sources
• Ability to evaluate complex information from a variety of sources and make effective decisions
• Ability to think and act strategically and develop practical, innovative and creative solutions to improve Patient services.

· Ability to confidently explain the rationale behind decisions when faced with opposition.

· Demonstrate commitment to regular two-way communication across multi-disciplinary teams

Team Working

• Excellent communication and interpersonal skills
• Ability to lead and manage change to improve service delivery
• Ability to build and maintain positive working relationships in a multidisciplinary team to achieve organisational goals
• The ability to work independently and as part of a team.
• Demonstrate an ability to work as part of the team in establishing a shared sense of purpose and unity across a number of teams delivering on different projects.
• Demonstrate leadership; creating team spirit; leading by example, coaching and supporting individuals to facilitate high performance and staff development.
• Demonstrate a commitment to promoting a culture of involvement and consultation within the team, welcoming contributions from others.
• The capacity for supervisory responsibility and demonstrating working on own initiative.
• Motivation and an innovative approach to the job within a changing working environment.
• Flexibility and willingness to adapt, positively contributing to the implementation of change.

Functions and levels, ensuring that messages are clearly understood.

Campaign Specific Selection Process

Ranking/Shortlisting / Interview

A ranking and or shortlisting exercise may be carried out on the basis of information supplied in your application form. The criteria for ranking and or shortlisting are based on the requirements of the post as outlined in the eligibility criteria and skills, competencies and/or knowledge section of this job specification. Therefore it is very important that you think about your experience in light of those requirements.

Failure to include information regarding these requirements may result in you not being called forward to the next stage of the selection process.

· Those successful at the ranking stage of this process (where applied) will be placed on an order of merit and will be called to interview in ‘bands’ depending on the service needs of the organisation.

Code of Practice

The Health Service Executive will run this campaign in compliance with the Code of Practice prepared by the Commission for Public Service Appointments (CPSA). The Code of Practice sets out how the core principles of probity, merit, equity and fairness might be applied on a principle basis. The Code also specifies the responsibilities placed on candidates, facilities for feedback to applicants on matters relating to their application when requested, and outlines procedures in relation to requests for a review of the recruitment and selection process and review in relation to allegations of a breach of the Code of Practice. Additional information on the HSE’s review process is available in the document posted with each vacancy entitled “Code of Practice, Information for Candidates”.

Codes of practice are published by the CPSA and are available on www.hse.ie/eng/staff/jobs in the document posted with each vacancy entitled “Code of Practice, Information for Candidates” or on www.cpsa.ie.

The reform programme outlined for the Health Services may impact on this role and as structures change the job description may be reviewed.

This job description is a guide to the general range of duties assigned to the post holder. It is intended to be neither definitive nor restrictive and is subject to periodic review with the employee concerned.

Please complete and upload the application form attached to the job advert