Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Access Team Leader

The closing date is 24 September 2025

Job summary

We are seeking to recruit a team leader to join our team within MSK bookings. The candidate will be responsible for the management of the booking teams, ensuring patients are booked in line with RTT targets, managing Clinic and Theatre utilisation and ensuring patients are booked in chronological order whilst maximising all capacity. They will support maintaining our DNA rates and will assist in the planning and delivery of operational processes.

The post holder will provide supervision, leadership and guidance to the inpatient and outpatient booking teams. The Post holder will be expected to cross cover with the other Team Leaders within admin services when required.

Applicants must be educated to GCSE level pass level or equivalent and have completed line manager training (eg ILM) or hold equivalent experience.

Experience of working in a busy office environment and using computers is also essential. Knowledge of Referral to Treatment waiting times is also essential.

Under current Home Office Immigration Rules, this role does not meet the UK Visas and Immigration criteria and the position is not therefore eligible for sponsorship. Applications from candidates that require skilled worker sponsorship will NOT be shortlisted.

Main duties of the job

The post holder will be responsible for the provision of quality booking functions for all elective operations, maintaining a high level of professionalism and credibility to the Trust whilst ensuring current local and national waiting time targets are achieved. The post holder will be responsible for ensuring all areas are manned appropriately and rotas produced according to the needs of the service. Ensuring HR and Trust policies adhered to, including sickness absence, performance and appraisals.

The post holder will deputise for the Administrative Services Manager as required.

About us

The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH)is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.

In the National Staff Survey, 74% of our staff would recommend the Trust as a place to work and 92% would recommend the hospital to a friend or relative for treatment.

Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role.We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities - including our recently-opened £6 million Headley Court Veterans' Orthopaedic Centre (the first unit of its kind in the UK).RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham.The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line.We are based in North Shropshire, close to the border with North and Mid Wales. It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.

Date posted

10 September 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 to £30,162 a year Pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

224-PA20250802936

Job locations

RJAH Orthopaedic Hospital

Gobowen

Oswestry

SY10 7AG

Job description

Job responsibilities

The post holder will provide robust and successful leadership to guide and steer the team to achieve agreed targets and objectives, whilst ensuring all Trust policies and procedures are adhered to.

The post holder will uphold current high levels of Customer Service in all areas, ensuring the Trust values and behaviours are upheld.

The post holder will monitor all KPIs and targets relating to performance within the Access Team. These KPIs, which sets out the operational standards all staff can expect and prepare regular monitoring against the agreed indicators, underpinned by a thorough understanding of the Access policies and expectations.

The post holder will develop and implement new projects and processes as and when required into the team.

The post holder will manage the capacity and demand of the workload to ensure correct staffing levels and skill mix at all times.

The post holder will understand all the functions of the booking teams and flex all services to deliver operational KPIs.

Conduct regular call quality checks with all staff and feedback and document within personal development plan.

Conduct regular system and information quality checks on all staff to ensure Trusts policies and procedures are being adhered to and document within personal development plan.

Maintain links with similar services to ensure the service follows best practice and shares best practice and changes to National and local policy are promptly integrated into the daily operation of the service.

The post holder will monitor data quality, ensuring information is accurate and timely data input, collect and provide statistical information as required.

The post holder will ensure team meetings are held, and Communications Cell updated and information disseminated.

The post holder will attend performance meetings and be accountable for utilisation and performance and attend a meetings to highlight and respond to any possible issues in forthcoming weeks.

To monitor and ensure the validation of PTLs (Patient Target Lists) for Access, ensuring capacity issues are highlighted to the relevant Managers within the Access Team.

The post holder will monitor, record, validate and investigate daily, weekly and monthly reports relating to bookings, ensuring accuracy and/or targets achieved for your areas.

The post holder will be responsible for the recruitment of staff to the service and organise induction & training for all new staff.

The post holder will be responsible for maintaining adequate staffing levels across access, ensuring rotas are co-ordinated to provide cover in peak periods and when high demands of patient telephone calls are anticipated.

The post holder will undertake and support all appraisal/personal development planning for all staff in accordance with Trust policies.

The post holder will record and monitor sickness levels within the Access Team, reporting any breaches of thresholds to the ASM, and with guidance, taking staff though the relevant management stages.

The post holder will approve record and monitor annual leave for the Access Team, ensuring all areas are appropriately staffed, telephones manned and administrative tasks and local KPIs covered.

Chair at staff meeting to convey departmental and organisational messages, such as operational issues, updates on processes and developments

The post holder will work closely with the ASMs in the Access Team providing updates where requested and identifying and developing best practice in each area.

The post holder will act as expert for operational booking processes within designated areas.

The post holder will maintain stationery levels for the Access Teams using the E-Procurement electronic ordering system. To assist in the ordering/receipting of stationery and supplies where appropriate.

The post holder will provide advice, information and guidance to patients, relatives and Trust staff regarding appointments and general information on waiting list management.

The post holder will deal with complaints from patients, relatives and Trust staff, and where necessary passing on unresolved issues to the ASM , in line with Trust policies and standards.

The post holder will support the ASM in organising and supporting the administration function of the team in periods of absence/peak in workloads.

The post holder will deputise for the ASM and cross cover for the Team Leader in Admissions and Appointments as required.

Any further duties required, appropriate to the level Job role, to support the provision of an effective and efficient multi-disciplinary service