Job summary
We are looking for an enthusiastic and motivated Band 5 Team Leaderto join our Patient Administration Team within the Access Directorate. This is an exciting opportunity for an experienced administrative professional with strong knowledge of RTT pathwaysand the NHS e-Referral Service (eRS)to step into a leadership role.
The postholder will be responsible for supervising a team of administrative staff, overseeing daily workload management, and ensuring that key operational tasks--such as eRS worklist management, clinic preparation, and booking requests--are completed accurately and on time.
Main duties of the job
Highly visible within the contact centre Team and lead by exampleo Ensure the achievement of KPIs and performance standards in contact centre service resulting in improvements in the patient experience o Engender a culture where learning from patient experience is accepted and promotedo Lead on specific service delivery standards producing regular reports and management information e.g. slot utilisation; document management; training; vetting referrals.o Be responsible for ensuring customer care standards are maintained at all timeso Use training sessions to enable staff to develop their skillso Monitor and produce performance reports of service delivery standardso Plan staff hours and tasks to meet service demand o Responsible for monitoring and managing sickness, absence and annual leave of staff. o Work with the management team to ensure the service meets key performance indicatorso Chair team meetings & take minutes as requiredo Regular 121s and Team Briefs in place
About us
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.
We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).
Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.
Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.
We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.
Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.
Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s on this page.
The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s on this page.
The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.
Person Specification
Skills/Abilities
Essential
- Educated to degree level or equivalent
- Able to lead and manage a team
- Able to produce reports
- Able to work as part of a management team
- Able to confidently deal with the public over the phone and face to face
- Able to work to deadlines
- Able to organise own workload and support others to do so in order to ensure the efficient running of the service
- Excellent verbal communication skills and good telephone manner
- Good written communication skills
- Computer literate with good keyboard skills
Desirable
- Willingness to continue personal development and training
Experience
Essential
- Use of own initiative
- Data collection and data entry
- Managing a team (including recruitment, performance management and ongoing development)
- Previous experience of working and communicating with the general public
Desirable
- Experience of using hospital administration electronic patient record systems
- Microsoft Word; Excel
- Call centre experience
- Training staff
Knowledge
Essential
- Knowledge/understanding of patient confidentiality
- Knowledge/understanding for the need for accurate data
Desirable
- Awareness of National Health Service guidelines and agenda
Other Requirements
Essential
- Calm and able to work under pressure, and in stressful situations
- Committed to delivering patient-centred services
- Able to work flexibly to meet the needs of the service
Person Specification
Skills/Abilities
Essential
- Educated to degree level or equivalent
- Able to lead and manage a team
- Able to produce reports
- Able to work as part of a management team
- Able to confidently deal with the public over the phone and face to face
- Able to work to deadlines
- Able to organise own workload and support others to do so in order to ensure the efficient running of the service
- Excellent verbal communication skills and good telephone manner
- Good written communication skills
- Computer literate with good keyboard skills
Desirable
- Willingness to continue personal development and training
Experience
Essential
- Use of own initiative
- Data collection and data entry
- Managing a team (including recruitment, performance management and ongoing development)
- Previous experience of working and communicating with the general public
Desirable
- Experience of using hospital administration electronic patient record systems
- Microsoft Word; Excel
- Call centre experience
- Training staff
Knowledge
Essential
- Knowledge/understanding of patient confidentiality
- Knowledge/understanding for the need for accurate data
Desirable
- Awareness of National Health Service guidelines and agenda
Other Requirements
Essential
- Calm and able to work under pressure, and in stressful situations
- Committed to delivering patient-centred services
- Able to work flexibly to meet the needs of the service
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
