Job summary
An exciting opportunity has arisen on the Outpatient Booking team for the position of a Booking team leaderThe successful candidate needs to provide and maintain an efficient and effective administrative service in line with local policies and procedures.To manage appointments that are carried out within both national and local guidance and targets.General and Administrative duties will include:o Maintain an efficient and effective serviceo Routine duties include: answering telephone enquiries, updating the Patient Administration Systemo Checking the waiting lists and clinics on a daily basis,o Supervising staff and allocating worko Maintain professional standards in appearance, behaviour and punctuality.o Excellent IT skills
Main duties of the job
The Booking team leader is responsible for the day to day operations of the booking team along with the management of clinics and waiting lists The role will involve meeting service standards for clinics and their utilisation whilst ensuring a prompt, professional, friendly and courteous service for members of the public as well as internal and external service users contacting the Trust.
The Booking team leader will ensure that, in addition to undertaking their own workload, staff are in place to deliver the service. The Booking team leader will work closely with the Directorate Support Managers to develop efficient processes and continually improve the service.
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
- Between 27-33 days of annual leave plus bank holidays
- NHS pension scheme membership
- Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
- NHS Staff discounts
- Cycle to work scheme
- Salary finance - for loans, savings, budget planning and tips on managing debt
- Stockport Credit Union- for local financial advice
Job description
Job responsibilities
The post holder will
- To provide day to day operational supervision for the services
- To ensure there is efficient and effective delivery of the service
- To manage rotas, annual leave and staff workloads
- To provide HR management of staff
- To ensure there is effective processes and management of re outpatient waiting lists , clinic booking and utilisation
- To undertake PTL meetings with various specialties across the trust
- To prioritise service demands and ensure capacity is provided to meet demand
- To monitor and take action to improve to Key Performance Indicators
- To monitor and manage staff performance and ensure they are working to Trust policies and standard operating procedures
- To ensure there is a high quality of training and development of the teams
- To be a point of escalation for staff and service users for designated areas of responsibility
- To cross cover for colleagues as needed
- To deputise for the Directorate Support managers at appropriate forums as needed
Any other duties commensurate with the role.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Job description
Job responsibilities
The post holder will
- To provide day to day operational supervision for the services
- To ensure there is efficient and effective delivery of the service
- To manage rotas, annual leave and staff workloads
- To provide HR management of staff
- To ensure there is effective processes and management of re outpatient waiting lists , clinic booking and utilisation
- To undertake PTL meetings with various specialties across the trust
- To prioritise service demands and ensure capacity is provided to meet demand
- To monitor and take action to improve to Key Performance Indicators
- To monitor and manage staff performance and ensure they are working to Trust policies and standard operating procedures
- To ensure there is a high quality of training and development of the teams
- To be a point of escalation for staff and service users for designated areas of responsibility
- To cross cover for colleagues as needed
- To deputise for the Directorate Support managers at appropriate forums as needed
Any other duties commensurate with the role.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Person Specification
Skills and Abilities
Essential
- Ability to understand and interpret complex documents
- Excellent organisational skills and ability to deal with a range of responsibilities with varying deadlines
- Excellent interpersonal and communication skills including dealing with all disciplines of staff
- Ability to work under pressure and to deadlines using own initiative and sound judgement
- Ability to act independently using own initiative
- Customer care skills
- Able to persuade, negotiate and influence others
- Able to demonstrate a commitment to innovation and change
- Work with accuracy and attention to detail
- Ability to understand and communicate complex information
Desirable
- Previous knowledge of hospital environment or similar
Experience
Essential
- Experience of line management in a busy administrative environment
- Extensive administration experience
- Computer literate - experience of using Microsoft Office / Outlook/Excel and hospital IT systems
- Experience managing, maintaining and developing paper based and/or computer filing systems
- Experience of working to deadlines, setting priorities and dealing with a varied workload
- Experience of developing process and procedures to improve efficiency
Desirable
- NHS experience
- Experience of supporting and delivering role specific training e.g. Customer Care
Knowledge
Essential
- Strong knowledge of call centre & administrative processes/procedures
- Knowledge of Patient Access Targets / 18 week Referral To Treatment pathways / patient tracking lists
- Managerial knowledge acquired through training/course or equivalent experience or equivalent training and experience
- Good understanding of customer care and providing a quality service
- Knowledge of NHS outpatient booking processes
- Good understanding of capacity management
Desirable
- oUnderstanding of NHS structure and current policies
Education and Qualifications
Essential
- A levels / NVQ Business Administration Level 3 or equivalent experience
- ECDL /Computer Skills certification or equivalent IT and keyboard skills
Person Specification
Skills and Abilities
Essential
- Ability to understand and interpret complex documents
- Excellent organisational skills and ability to deal with a range of responsibilities with varying deadlines
- Excellent interpersonal and communication skills including dealing with all disciplines of staff
- Ability to work under pressure and to deadlines using own initiative and sound judgement
- Ability to act independently using own initiative
- Customer care skills
- Able to persuade, negotiate and influence others
- Able to demonstrate a commitment to innovation and change
- Work with accuracy and attention to detail
- Ability to understand and communicate complex information
Desirable
- Previous knowledge of hospital environment or similar
Experience
Essential
- Experience of line management in a busy administrative environment
- Extensive administration experience
- Computer literate - experience of using Microsoft Office / Outlook/Excel and hospital IT systems
- Experience managing, maintaining and developing paper based and/or computer filing systems
- Experience of working to deadlines, setting priorities and dealing with a varied workload
- Experience of developing process and procedures to improve efficiency
Desirable
- NHS experience
- Experience of supporting and delivering role specific training e.g. Customer Care
Knowledge
Essential
- Strong knowledge of call centre & administrative processes/procedures
- Knowledge of Patient Access Targets / 18 week Referral To Treatment pathways / patient tracking lists
- Managerial knowledge acquired through training/course or equivalent experience or equivalent training and experience
- Good understanding of customer care and providing a quality service
- Knowledge of NHS outpatient booking processes
- Good understanding of capacity management
Desirable
- oUnderstanding of NHS structure and current policies
Education and Qualifications
Essential
- A levels / NVQ Business Administration Level 3 or equivalent experience
- ECDL /Computer Skills certification or equivalent IT and keyboard skills
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).
