Job summary
Are you an experienced administrator with excellent attention to detail and IT skills? Do you have a passion for supporting services to deliver good quality care to our patients? Are you a people person and enjoy a challenge? As our Booking Centre Manager, you will coordinate and support your team to ensure consistently high levels of quality and performance are achieved in our Outpatient Booking Centre.
Main duties of the job
This role is ideal for a dynamic individual looking to expand their knowledge and leadership experience within the NHS. You will be responsible for the day-to-day operational management of your team, supporting the clinical CMGs to deliver on achieving 18 weeks RTT waiting time targets. This is a full-time role which requires you to work from Monday to Friday. The Booking centre call, centre operates from 08:00 till 17:00 and the role may require covering these hours pro rota alongside a team leader.
About us
We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children's Hospital and run one of the country's leading heart centres.
Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.
We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.
Our purpose is to provide 'Caring at its best' and our staff have helped us create a set of values that embody who we are and what we're here to do. They are:
- We focus on what matters most
- We treat others how we would like to be treated
- We are passionate and creative in our work
- We do what we say we are going to do
- We are one team and we are best when we work together
Our patients are at the heart of all we do and we believe that 'Caring at its best' is not just about the treatments and services we provide, but about giving our patients the best possible experience.
About the University Hospitals of Leicester NHS Trust: (leicestershospitals.nhs.uk)
The detailed job description and main responsibilities are included as an attachment to this advert.
Job description
Job responsibilities
You will manage a customer service focused team and contribute to promoting a positive team-based attitude within the Centre so previous staff management experience is required. Applicants will be organised, hardworking, adaptable, committed, and a motivated individual to help us provide a patient centred service within UHL. The role is varied and busy and you will need to have a flexible approach to a demanding workload with changing priorities. The role is offered as a band 5 or band 6 dependent on experience, skills and knowledge.To lead and support a team of call centre handlers in providing patient appointment bookings and cancellations for specialties. To encourage teamwork and foster a positive working environment. The post holder will manage and support the Team ensuring high quality patient experience and assisting service development to maintain this. This will include ensuring patients are managed efficiently and effectively with regards to outpatient appointments in accordance with the Trusts Patient Access Policy
To improve access to information and response to enquiries for all patients, carers and staff who use the service and maintain a comprehensive and efficient OPD booking service.To provide operational management and leadership for the Department with regard to all aspects of OPD booking and call centre responsibilities including incoming and outbound calls, SMS responses and emails. To ensure all systems, policies and procedures within the Department are patient centred and in accordance with organisational and national objectives.As a service we provide general enquiries for patients regarding outpatients and act as a conduit between patients and the clinical areas as well as the traditional booking and cancellation services. We are also leading the way with regards to health inequalities for our patients by providing a bespoke outbound support call process to reduce DNA and improve access to our most deprived patients
Job description
Job responsibilities
You will manage a customer service focused team and contribute to promoting a positive team-based attitude within the Centre so previous staff management experience is required. Applicants will be organised, hardworking, adaptable, committed, and a motivated individual to help us provide a patient centred service within UHL. The role is varied and busy and you will need to have a flexible approach to a demanding workload with changing priorities. The role is offered as a band 5 or band 6 dependent on experience, skills and knowledge.To lead and support a team of call centre handlers in providing patient appointment bookings and cancellations for specialties. To encourage teamwork and foster a positive working environment. The post holder will manage and support the Team ensuring high quality patient experience and assisting service development to maintain this. This will include ensuring patients are managed efficiently and effectively with regards to outpatient appointments in accordance with the Trusts Patient Access Policy
To improve access to information and response to enquiries for all patients, carers and staff who use the service and maintain a comprehensive and efficient OPD booking service.To provide operational management and leadership for the Department with regard to all aspects of OPD booking and call centre responsibilities including incoming and outbound calls, SMS responses and emails. To ensure all systems, policies and procedures within the Department are patient centred and in accordance with organisational and national objectives.As a service we provide general enquiries for patients regarding outpatients and act as a conduit between patients and the clinical areas as well as the traditional booking and cancellation services. We are also leading the way with regards to health inequalities for our patients by providing a bespoke outbound support call process to reduce DNA and improve access to our most deprived patients
Person Specification
Education
Essential
- Educated to degree level or equivalent level of operation expereince
Experience
Essential
- 5 years call centre with 2 at senior level
- 3 years of performance managing a large team in an NHS or public sector
- Participation in large change involving reorganisation of process and staff
- budget and finance managment
- dealing with complaints
- identifying and impleneting smarter ways of working
- staff appraisal and developmen
Desirable
- 5 years healthcare working with 2 at senior level
- experience of working within UHL or another Acute Trust
- Experience of developing business cases and cases of need.
- experience of using Trusts appointments systems. i.e HISS
Communication and relationship skills
Essential
- Understand the relationship of the Booking Centre to UHL
- Highly developed leaders skills with the ability ot negotiate and influence
Analytical and Judgement skills
Essential
- Provide expert guidance in RTT pathway and appointment processes
- Good overall knowledge of clinical systems
- Sound knowledge of GDPR & Data protection
- Sound knowledge of management techniques and methodologies
Desirable
- Experience of working with and knowledge of Trust clinical and business IM&T systems
- The Access to Health Records Act and GDPR
- Knowledge of Trusts IM&T systems, processes and procedures
Planning and organisation skills
Essential
- Good problem solving skills, ability acquire information
- Attention to details & ability to work independently.
Equality and Diversity
Essential
- Able to demonstrate a commitment and understanding of the Equality and Diversity
Person Specification
Education
Essential
- Educated to degree level or equivalent level of operation expereince
Experience
Essential
- 5 years call centre with 2 at senior level
- 3 years of performance managing a large team in an NHS or public sector
- Participation in large change involving reorganisation of process and staff
- budget and finance managment
- dealing with complaints
- identifying and impleneting smarter ways of working
- staff appraisal and developmen
Desirable
- 5 years healthcare working with 2 at senior level
- experience of working within UHL or another Acute Trust
- Experience of developing business cases and cases of need.
- experience of using Trusts appointments systems. i.e HISS
Communication and relationship skills
Essential
- Understand the relationship of the Booking Centre to UHL
- Highly developed leaders skills with the ability ot negotiate and influence
Analytical and Judgement skills
Essential
- Provide expert guidance in RTT pathway and appointment processes
- Good overall knowledge of clinical systems
- Sound knowledge of GDPR & Data protection
- Sound knowledge of management techniques and methodologies
Desirable
- Experience of working with and knowledge of Trust clinical and business IM&T systems
- The Access to Health Records Act and GDPR
- Knowledge of Trusts IM&T systems, processes and procedures
Planning and organisation skills
Essential
- Good problem solving skills, ability acquire information
- Attention to details & ability to work independently.
Equality and Diversity
Essential
- Able to demonstrate a commitment and understanding of the Equality and Diversity
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).
