Job summary
The CHOICE team is based in Wigan Health Centre within the MSK CATS department. The team works predominantly as a call centre, and is led by the CHOICE team supervisor.
The team are responsible for booking patient transport, new appointments within the MSK CATS service, and arranging secondary care appointments in both the NHS and private sector.
The post holder will be responsible for the day-to-day planning and coordination of the CHOICE centre, with proactive leadership and supervision of The CHOICE Referral and Booking Agents within the team.
The post holder will be managed by the MSK CATS Team Lead, and will be expected to provide support within the fields of service delivery, business planning and staff management.
The successful applicant will also be expected to work in the capacity as a referral and booking agent as a call handler
Evidence of qualifications will be required at interview and during the onboarding process.
Main duties of the job
Call handling: Booking patient transport, and appointments for primary and secondary care services.
Supervision, training and and annual appraisal of the CHOICE team Band 3 Referral and Booking Agents
Day to day supervision of the CHOICE team
Service improvement of the CHOICE team
Supporting the MSK CATS manager with any issues with performance or absence management within the CHOICE team
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh Teaching Hospitals, NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement, and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
On-Call
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.
Job description
Job responsibilities
Provide a supportive and developmental environment in which CHOICE team staff are motivated to realise their full potential as identified through Performance Development Review
Identify any problems with the performance of staff under his or her direction, and communicate this to the MSK CATS Team Lead so that they are managed in line with HR policies and procedures, paying particular attention to capability, conduct and performance
To support the MSK CATS Team Leaders in the management of any complaint against the CHOICE Booking team as allocated by the Divisional Governance Team
To assist the MSK CATS Team Lead in the interviewing and recruitment of CHOICE team staff
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Responsibility for Information Resources
Utilise the Trusts IT systems to generate data at the request of the MSK CATS Team Lead
Communicate service-related information to the MSK CATS Team lead, senior managers and other staff as requested to influence practice and service delivery.
Ensure that patients who are referred to secondary care providers are appointed.
Responsibility for Governance
To identify risks and communicate these to the MSK CATS Team Lead. Assist in any relevant risk assessments pertinent to the CHOICE centre, and implement risk reducing measures
To be aware of the Trusts critical / serious incident reporting processes
To ensure data relating to activity is accurate, complete and informs service planning.
Responsibility for Teaching
Assist in the induction of new staff, identifying and supporting their training requirements.
Facilitate a supportive learning environment that enables all members of the team to develop.
Promote the ethos of continuous improvement disseminating any new knowledge gained to other colleagues.
Recognise and accept responsibility for own personal development.
Work Circumstances & on-call
There is no requirement to work weekends, Bank Holidays or on-call
The range of duties and responsibilities outlined above are indicative only and are intended to give a broad flavour of the range and type of duties that will be allocated. They are subject to modification in the light of changing service demands and the development requirements of the post holder.
Job description
Job responsibilities
Provide a supportive and developmental environment in which CHOICE team staff are motivated to realise their full potential as identified through Performance Development Review
Identify any problems with the performance of staff under his or her direction, and communicate this to the MSK CATS Team Lead so that they are managed in line with HR policies and procedures, paying particular attention to capability, conduct and performance
To support the MSK CATS Team Leaders in the management of any complaint against the CHOICE Booking team as allocated by the Divisional Governance Team
To assist the MSK CATS Team Lead in the interviewing and recruitment of CHOICE team staff
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Responsibility for Information Resources
Utilise the Trusts IT systems to generate data at the request of the MSK CATS Team Lead
Communicate service-related information to the MSK CATS Team lead, senior managers and other staff as requested to influence practice and service delivery.
Ensure that patients who are referred to secondary care providers are appointed.
Responsibility for Governance
To identify risks and communicate these to the MSK CATS Team Lead. Assist in any relevant risk assessments pertinent to the CHOICE centre, and implement risk reducing measures
To be aware of the Trusts critical / serious incident reporting processes
To ensure data relating to activity is accurate, complete and informs service planning.
Responsibility for Teaching
Assist in the induction of new staff, identifying and supporting their training requirements.
Facilitate a supportive learning environment that enables all members of the team to develop.
Promote the ethos of continuous improvement disseminating any new knowledge gained to other colleagues.
Recognise and accept responsibility for own personal development.
Work Circumstances & on-call
There is no requirement to work weekends, Bank Holidays or on-call
The range of duties and responsibilities outlined above are indicative only and are intended to give a broad flavour of the range and type of duties that will be allocated. They are subject to modification in the light of changing service demands and the development requirements of the post holder.
Person Specification
Qualifications
Essential
- NVQ Level 3 Or Equivalent demonstrable experience
Desirable
Experience
Essential
- Demonstrable IT skills
- Previous work in a call centre or booking centre
- Previous work within the NHS
Desirable
- Previous experience in the use of patient administration system (PAS) in relation to the booking of outpatients.
- Previous work in the private sector or with North West Ambulance Service (NWAS)
- Previous experience of supervising a team
Skills
Essential
- Ability to organise own and team workload independently and adapt to changing priorities
- Forward thinking
- Excellent interpersonal skills & telephone manner
- Keyboard & basic typing skills
- Ability to use own initiative and work under direction
- Ability to work collaboratively within a team
- Committed to personal and team development
Desirable
- Additional IT skills e.g., Microsoft Excel
Knowledge
Essential
- Clear vision of the role
- Knowledge of the Information Governance policy and its application regarding confidential information practice
- Expert Knowledge of the C&B and S1 system
- Knowledge of the Data Protection Act
- Understanding of The18-week pathway, Choose & Book and patient CHOICE
Desirable
- Awareness of the role of the CHOICE service and Musculoskeletal Clinical Assessment & Treatment Services
- Knowledge of other NHS policies and procedures
- Knowledge of how to use Trust patient administration systems (PAS systems, Electronic Patient Records, HIS)
Additional
Essential
- Motivation / Drive / Enthusiasm
- Willing to meet the performance criteria set out in the job description and undertakes personal and professional development
- Ability to show sensitivity to patients and carers in distress
- The ability to work flexibly in accordance with service needs which may be between the hours of 8am - 5pm
- Speak English to an appropriate standard relevant to their role, i.e., with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
Person Specification
Qualifications
Essential
- NVQ Level 3 Or Equivalent demonstrable experience
Desirable
Experience
Essential
- Demonstrable IT skills
- Previous work in a call centre or booking centre
- Previous work within the NHS
Desirable
- Previous experience in the use of patient administration system (PAS) in relation to the booking of outpatients.
- Previous work in the private sector or with North West Ambulance Service (NWAS)
- Previous experience of supervising a team
Skills
Essential
- Ability to organise own and team workload independently and adapt to changing priorities
- Forward thinking
- Excellent interpersonal skills & telephone manner
- Keyboard & basic typing skills
- Ability to use own initiative and work under direction
- Ability to work collaboratively within a team
- Committed to personal and team development
Desirable
- Additional IT skills e.g., Microsoft Excel
Knowledge
Essential
- Clear vision of the role
- Knowledge of the Information Governance policy and its application regarding confidential information practice
- Expert Knowledge of the C&B and S1 system
- Knowledge of the Data Protection Act
- Understanding of The18-week pathway, Choose & Book and patient CHOICE
Desirable
- Awareness of the role of the CHOICE service and Musculoskeletal Clinical Assessment & Treatment Services
- Knowledge of other NHS policies and procedures
- Knowledge of how to use Trust patient administration systems (PAS systems, Electronic Patient Records, HIS)
Additional
Essential
- Motivation / Drive / Enthusiasm
- Willing to meet the performance criteria set out in the job description and undertakes personal and professional development
- Ability to show sensitivity to patients and carers in distress
- The ability to work flexibly in accordance with service needs which may be between the hours of 8am - 5pm
- Speak English to an appropriate standard relevant to their role, i.e., with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
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).
Employer details
Employer name
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Boston House Health Centre
Frog Lane
Wigan
WN6 7LB
Employer's website
http://www.wwl.nhs.uk/ (Opens in a new tab)
