Booking Centre Supervisor

Moorfields Eye Hospital NHS Foundation Trust

This job is now closed

Job summary

An exciting opportunity has arisen at Moorfields Eye Hospital NHS Foundation Trust, within the Central Bookings Team, for a Team Leader. The role will be based at our main site at City Road.

The successful post holder will be primarily responsible for providing operational day-to-day management and leadership of our Booking/Contact Centre teams.

The post holder will be responsible for providing cross team support to the smooth running of the outpatient administration teams working and facilitating the seamless patient journey by ensuring that patients pathways are coordinated and streamlined in line with the departmental and national targets.

The role is designed to support the referral management process and will require the post holders to evolve to support the pathway as it is continuously improved upon over time.

If you have previous line management experience, strong customer service skills, and thrive in a fast paced and demanding workplace, we would like to hear from you.

Main duties of the job

The ideal candidate will be highly motivated, flexible and organised. Moreover, they will be able work well as part of a team, work towards tight deadlines and have excellent communication skills.

The main expectations of the role:

To consistently deliver a "patient -focused" service which promotes good customer service and effective team working relationships

Receive patient referrals and administer in line with timings and requirements as set out in Trust and National policies.

Support in the daily management of the Contact Centre.

Knowledge and understanding of the Two Week Wait pathway and patient confidentiality is essential, as well as a reflection of our Trust values.

Effectively line manage a team of junior staff

The post holder will be responsible for ensuring the provision of an efficient, focused administration service and to organise and plan work across the range of administrative functions that underpin the patient pathway.

Contribute and support the delivery of all NHS targets and departmental objectives.

The post holder will be required to use their initiative in all aspects of clerical work to efficiently prioritise work and meet deadlines, as the service requires.

Responsible for ensuring compliance with Trust policies and local protocols for Data Protection, Health and Safety, Security and Fire Safety within the administration team.

About us

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

Salary including High-Cost Area Supplement
Opportunity to join the NHS Pension Scheme
Free 24/7 independent counselling service
Learning and development opportunities
Easy and quick transport links
A range of attractive benefits and discounts
Access to Blue Light Card and other NHS Discount Schemes
Free Pilates classes
Full support and training to develop your skills
Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Date posted

17 January 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£31,944 to £34,937 a year Per Annum pro rata, Including HCAS

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

273-DC-6910764

Job locations

Moorfields at City Road

162 City Road

London

EC1V 2PD

Job description

Job responsibilities

To provide an excellent, reliable Customer focused service for the Booking/Contact Centre and provide support on appointment booking management in line with national targets and the departments localprocedural documentation.

To monitor the Key performance indicators and maintain relationships between Services and customers to meet or exceed contractual KPIs and internal SLAs.

To contribute to the delivery of a quality service for the Booking and Contact Centre teams and the maintenance of quality standards.

To ensure adherence to department SLAs and SOPs and be proactive in keeping them updated.

To support and/or give guidance to Trust wide staff on referral and appointment booking management in line with standards in the Access Policy and the Departments local procedural documentation.

Participate and contribute to on-going service development to ensure the department keeps abreast of and can respond to changes where capacity versus demand is challenged, and modernisation due to IT developments are to be implemented.

Job description

Job responsibilities

To monitor the Key performance indicators and maintain relationships between Services and customers to meet or exceed contractual KPIs and internal SLAs.

To contribute to the delivery of a quality service for the Booking and Contact Centre teams and the maintenance of quality standards.

To ensure adherence to department SLAs and SOPs and be proactive in keeping them updated.

To support and/or give guidance to Trust wide staff on referral and appointment booking management in line with standards in the Access Policy and the Departments local procedural documentation.

Person Specification

Qualifications

Essential

Good general education including English and Maths to GCSE A-C or equivalent

Desirable

A levels or equivalent

Experience

Essential

Experience of managing/supervising a team and effective staff management
Experience of working in a busy and demanding customer/patient-facing role
Experience of recruitment, performance review and disciplinary processes

Knowledge

Essential

Knowledge of national RTT targets
Knowledge of Patient Administration System (PAS)
Knowledge of HR policies and procedures in NHS

Desirable

Knowledge of the role of Caldicott Guardian and the Data Protection Act

Person Specification

Qualifications

Essential

Good general education including English and Maths to GCSE A-C or equivalent

Desirable

A levels or equivalent

Experience

Essential

Experience of managing/supervising a team and effective staff management
Experience of working in a busy and demanding customer/patient-facing role
Experience of recruitment, performance review and disciplinary processes

Knowledge

Essential

Knowledge of national RTT targets
Knowledge of Patient Administration System (PAS)
Knowledge of HR policies and procedures in NHS

Desirable

Knowledge of the role of Caldicott Guardian and the Data Protection Act

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.