Job summary
We are looking for an experienced team lead to become an integral member of our Parkside private dept. The role will be based at Parkside Frimley Park Hospital with a requirement to also work out of Heatherwood Hospital on a regular basis.
The successful post holder will build close relationships with our internal and external stakeholders ensuring that we are offering a high level of customer service at all times.
You will have a strong focus on supporting the growth of Parkside and implementing change where required.
Main duties of the job
The post holder will work as the Team Lead for the Private Outpatient Admin and Reception teams cross site and be responsible for providing excellent customer service and contributing proactive information to support the Parkside management team
The post holder will assist with the day to day running of the outpatient admin, pre-op and reception teams cross site supporting the Service Manage and covering, if required in their absence
The post holder will work closely with all Parkside areas to support the Trust's targets, i.e. utilisation/income
The post holder will be involved in transforming current work practices to meet all Trust requirements - this will be heavily system based working through private work queues with EPIC & CC8
The post holder will be responsible for the day to day management of staff which includes; induction, 121, appraising, rotas, sickness and initial performance management
About us
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
Frimley Health Trust benefits on Vimeo
Job description
Job responsibilities
To work with the Service manager to ensure all staff are trained appropriately and to help set up and maintain training records to ensure all staff are up to date with any necessary training required
To ensure all phone calls/emails are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust
To manage staff on a day to day basis including induction, appraisal and initial performance management
To support the Service Manager to create and maintain Standard Operating Procedures (SOPs) for staff
To ensure all patients and visitors are treated with dignity, respect and empathy at all times
To deal with patients in a polite and respectful manner complying with their requests where possible
To support the Trust in delivering private patient income targets
To respond in a timely fashion to all administrative duties within the team
To support the implementation of all new IT and patient administration systems
Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
To be multi-skilled in your working role and able to assist in all areas of the department as and when required
To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
To ensure demographics incl. email and daytime contact numbers are obtained and checked on each individual call and updated on the Electronic Patient Record system in accordance with Information Quality Assurance
To liaise with the Clinical team and Patient Pathway Co-ordinator/Service Manager to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
To ensure capacity is fully utilised and to escalate when demand exceed capacity available and there is a potential patient risk to performance and patient safety
To adhere to the Trust values of being committed to excellence, working together and facing the future
To attend specialty meetings for your lead specialty as and when required.
Follow all Trust and local policies and procedures at all times
To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
To become an expert in the use of Epic & CC8
Job description
Job responsibilities
To work with the Service manager to ensure all staff are trained appropriately and to help set up and maintain training records to ensure all staff are up to date with any necessary training required
To ensure all phone calls/emails are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust
To manage staff on a day to day basis including induction, appraisal and initial performance management
To support the Service Manager to create and maintain Standard Operating Procedures (SOPs) for staff
To ensure all patients and visitors are treated with dignity, respect and empathy at all times
To deal with patients in a polite and respectful manner complying with their requests where possible
To support the Trust in delivering private patient income targets
To respond in a timely fashion to all administrative duties within the team
To support the implementation of all new IT and patient administration systems
Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
To be multi-skilled in your working role and able to assist in all areas of the department as and when required
To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
To ensure demographics incl. email and daytime contact numbers are obtained and checked on each individual call and updated on the Electronic Patient Record system in accordance with Information Quality Assurance
To liaise with the Clinical team and Patient Pathway Co-ordinator/Service Manager to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
To ensure capacity is fully utilised and to escalate when demand exceed capacity available and there is a potential patient risk to performance and patient safety
To adhere to the Trust values of being committed to excellence, working together and facing the future
To attend specialty meetings for your lead specialty as and when required.
Follow all Trust and local policies and procedures at all times
To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
To become an expert in the use of Epic & CC8
Person Specification
Experience
Essential
- Significant customer service and administration experience
Desirable
- Experience within an administration team lead role
skills and knowledge
Essential
- Excellent written and verbal communication
Desirable
- Knowledge of IT systems - EPIC and Compucare 8
Qualifications
Essential
- Good level of education with a pass in Maths and English
Desirable
- NVQ 3 in Business and Administration or significant NHS experience
Person Specification
Experience
Essential
- Significant customer service and administration experience
Desirable
- Experience within an administration team lead role
skills and knowledge
Essential
- Excellent written and verbal communication
Desirable
- Knowledge of IT systems - EPIC and Compucare 8
Qualifications
Essential
- Good level of education with a pass in Maths and English
Desirable
- NVQ 3 in Business and Administration or significant NHS experience
Disclosure 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 convictions.
