Job summary
The Team Leader for the Radiology Appointments Team is responsible for overseeing the day-to-day operations of the booking team. This role focuses on delivering exceptional customer service to patients and stakeholders, ensuring timely and accurate appointment scheduling. The post holder will provide guidance and support to team members, contribute to continuous improvement initiatives, and ensure that all booking processes align with departmental standards and patient care goals.
Key Responsibilities:
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Lead and support the radiology booking team.
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Ensure high standards of customer service in patient interactions.
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Monitor and improve appointment scheduling efficiency.
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Act as a point of escalation for queries and issues.
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Provide proactive communication and information flow within the team.
Main duties of the job
- The post holder will assist with the day to day running of the appointments team supporting the Radiology Support Services Lead and deputising in their absence.
- The post holder will work closely with all clinical areas to support the Trust's targets, i.e., referral to treatment and cancer targets.
- The post holder will be involved in transforming current work practices to meet all Trust requirements.
- The post holder will be responsible for the day-to-day management of staff which includes induction, appraising and performance management.
About us
There's never been a more exciting time to build your career at Frimley Health, one of the country's largest and most respected trusts
Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.
We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.
We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR - Epic - went live in June and we are already beginning to reap the benefits of this ambitious investment.
Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other.
If you have a passion for clinical excellence, patient care and your own career development, you'll feel at home at Frimley Health.
Job description
Job responsibilities
- To work with the line 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 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 performance management.
- To support the Support Services Lead to create and maintain Standard Operating Procedures (SOPs).
- To ensure all patients and visitors are treated with dignity, respect, and empathy always.
- To deal with patients in a polite and respectful manner complying with their requests where possible.
- To support the Trust in delivering NHS targets.
- To respond in a timely fashion to all administrative duties.
- 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 always maintained in respect of correspondence received in the department and in accordance with Trust policy.
- To ensure demographics 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 Support Services Lead 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 exceeds 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 radiology meetings as and when required.
- Always follow all Trust and local policies and procedures.
- 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.
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.
Job description
Job responsibilities
- To work with the line 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 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 performance management.
- To support the Support Services Lead to create and maintain Standard Operating Procedures (SOPs).
- To ensure all patients and visitors are treated with dignity, respect, and empathy always.
- To deal with patients in a polite and respectful manner complying with their requests where possible.
- To support the Trust in delivering NHS targets.
- To respond in a timely fashion to all administrative duties.
- 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 always maintained in respect of correspondence received in the department and in accordance with Trust policy.
- To ensure demographics 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 Support Services Lead 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 exceeds 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 radiology meetings as and when required.
- Always follow all Trust and local policies and procedures.
- 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.
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.
Person Specification
EDUCATION
Essential
- GCSE English and Maths pass or equivalent
- NVQ 3 in Business and Administration or at least 2 years NHS experience.
Desirable
Experience
Essential
- Customer care experience
- Administrative Experience
- NHS experience
- Experienced user of Microsoft office (Excel, Word)
Skills
Essential
- Excellent written and verbal communication skills
- High level analytical approach to problem solving.
- Experience user of Microsoft professional (Excel, Word
Desirable
- Understanding of the use of the Patient o Tracking List
- Understanding of Medical terminology
Person Specification
EDUCATION
Essential
- GCSE English and Maths pass or equivalent
- NVQ 3 in Business and Administration or at least 2 years NHS experience.
Desirable
Experience
Essential
- Customer care experience
- Administrative Experience
- NHS experience
- Experienced user of Microsoft office (Excel, Word)
Skills
Essential
- Excellent written and verbal communication skills
- High level analytical approach to problem solving.
- Experience user of Microsoft professional (Excel, Word
Desirable
- Understanding of the use of the Patient o Tracking List
- Understanding of Medical terminology
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.
