Operations Team Leader

WORK FROM HOME MOST OF THE DAYS - TEAM LEAD EXPERIENCE - AGED CARE EXPERIENCE

**Role**: Operations Team Leader

**Reports to**: Operations manager

**Direct reports**: Admin team members

**Primary Accountabilities**:
1. Communication: Ensure clear communication between admin team members and internal teams

2. Development: Document and Update Admin Processes

3. Development: Liaise with Salesforce (SF) development team

4. Leadership: Prepare and Monitor Scoreboard5. Leadership: Resource Optimisation through coaching and staff engagement

**Key relationships and interactions (who you interact with on a daily basis)**:Admin team members, GPs, facilities, other departments (nurses/scribes)

**Key objectives**:

- Ensure all admin team members understand their tasks and how they contribute to the overall goals of the business
- Promote understanding between admin team members of how their tasks contribute to the wider admin goals and interrelate with other teams
- Communicate (written and verbal) with key facility contacts in a timely and regular manner to promote good understanding of our business
- Communicate effectively with IT department to log issues, provide updates to the wider team and coordinate upgrades to minimise disruption including monthly BP updates
- Train your Delivery team members in major admin processes to give them a solid overview of how the team prioritises and performs daily functions
- Ensure ACGP admin processes in The Magic and Training Matrix are current with regular updates and adhered to consistently
- Attend weekly SF meeting to develop a working knowledge of how SF assists with admin tasks and business goals
- Develop an understanding of how to leverage SF to increase admin productivity(through automation, removing unnecessary manual tasks, making tasks faster/simpler)
- Establish productivity baseline for each team members with targets/benchmarks foreach task
- Monitor scoreboard and report trends to Operations Manager and Delivery Team asnecessary to maintain smooth flow of admin team productivity
- Identify areas for improvement and areas of excellence to form part of IWPs foradmin team members
- Maintain a roster of staff sufficient for the completion of all admin activities at all times
- Provide leadership and coaching of your direct team members, ensuring accountability and individual work plans (IWP) are in place, development is prioritised and strong engagement with the business and role are achieved
- Oversee recruitment, onboarding, training and performance management initiatives across the admin team Assisting the Operations manager as requested

**Additional responsibilities**:

- Coordinate and lead admin meeting
- Weekly coaching/training with admin team members
- Training of new team members both GPs and admin
- Onboarding of GPs and facilities
- Communicate proactively and regularly with facilities to develop strong working relationships
- Support admin with completing all urgent on the day tasks requested by GPs
- GP Scheduling - Management of facility visit schedules, ensuring all GP schedules are up to date on SF and BP
- GP Movements - Communicate with facilities about GP movement, notify NOK and make changes in BP and SF
- Management of office and medical supplies, including ordering, stock management and delivery to nurses and GPs

**Expected outcomes**:

- Staff assessment competency results
- Staff engagement % and retention %
- Admin processes followed by all internal (nurses/admin/scribes) and external(facilities)
- Process currency and maintenance
- % Tasks on target
- Monthly scoreboard reporting and trends analysis
- Increasing GP satisfaction on NPS survey