Job summary
We are looking to recruit an experienced individual to be responsible for the day to day management of the Endoscopy booking teams at the Alexandra Hospital, Kidderminster Treatment Centre and Worcestershire Royal Hospital. You will be part of a well established team and must have excellent interpersonal skills to meet the requirements of this post
In liaison with the Directorate Support Manager, Directorate Manager, Clinicians, nursing and medical staff, you will be responsible for ensuring that the organisation of Endoscopy bookings via the Trust patient administration system (Allscripts) and Endoscopy scheduling system meets the service needs of patients and the Trust. Ensuring all capacity is fully utilised on a day to day basis.
You will also ensure all patient information in manual and computerised systems is dealt with in accordance with agreed policies and procedures.
This post will be based primarily at Worcestershire Royal Hospital but there will be a requirement to travel to other sites as required.
Main duties of the job
To manage the Endoscopy admin teams on a day-day basis. To undertake work as directed by managers, including covering setting up endoscopy schedules.
To liaise with all teams across sites to ensure systems are streamlined and effective.To provide operational advice and be able to carry out and cover for all duties expected of the Endoscopy booking and reception team which will include all aspects of scheduling appointments, including the setting up of Endoscopy lists in the absence of Support Manager, rescheduling, changing and cancelling patient appointments appropriately. To report on breach reports as and when required and seek additional capacity to avoid breaches. To assist in the vetting and validation process for surveillance patients with support from the clinical body. To ensure that staff are effectively administering the Endoscopy waiting lists so that patients are booked correctly within the agreed timescales, also ensuring that Directorate Managers are being informed of potential problems.
To ensure that all letter, telephone and face to face communication with patients, colleagues and managers is professional, timely and in line with relevant policies and procedures.
To monitor front of house service to patients, identifying and actioning customer care training needs.
About us
Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is nearly 6,800 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Our objectives are simple:
- Best services for local people
- Best experience of care and best outcomes for our patients
- Best use of resources
- Best people
Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
Job description
Job responsibilities
To manage the Endoscopy admin teams on a day-day basis.
To undertake work as directed by managers, including covering setting up endoscopy schedules.
To liaise with all teams across sites to ensure systems are streamlined and effective.
To provide operational advice and be able to carry out and cover for all duties expected of the Endoscopy booking and reception team which will include all aspects of scheduling appointments, including the setting up of Endoscopy lists in the absence of Support Manager, rescheduling, changing and cancelling patient appointments appropriately.
To report on breach reports as and when required and seek additional capacity to avoid breaches.
To assist in the vetting and validation process for surveillance patients with support from the clinical body.
To ensure that staff are effectively administering the Endoscopy waiting lists so that patients are booked correctly within the agreed timescales, also ensuring that Directorate Managers are being informed of potential problems.
To ensure that all letter, telephone and face to face communication with patients, colleagues and managers is professional, timely and in line with relevant policies and procedures.
To monitor front of house service to patients, identifying and actioning customer care training needs.
To document procedures and identify training needs of staff, implementing agreed changes in procedure and ensuring staff follow policies, procedures and agreed standards, taking necessary action where adherence is not occurring.
To support staff when dealing with patients who are dissatisfied with the service so that potential complaints are dealt with immediately.
To liaise with Endoscopy colleagues across the Trust to compare work practices and identify areas of best practice.
To ensure that the team and service is as efficient as possible, making suggestion for changes and improvements on an on going basis.
To develop effective communication systems for the team and ensure that staff have regular team briefs.
To influence and promote effective team working.
To carry out staff appraisals with the Support Manager and ensure that performance, training and development needs are addressed throughout the year, as well as in the annual appraisal.
Responsible for monitoring annual leave and sickness levels, ensuring that the working hours are covered adequately, maintaining staff records and highlighting any areas of concern to the Directorate Support Manager and Directorate Manager.
To be responsible for the recruitment, selection and induction of new staff, ensuring that all necessary training and training documentation is provided.
To ensure that all new and existing staff attends statutory/mandatory training as identified on the training matrix. Responsible for training new staff and co-ordinating local inductions.
To ensure computer and printer equipment is effectively working, taking action as required if problems arise.
Responsible for ordering and replenishing non-stock items for the department.
To undertake training to become familiar with and competent in current health records procedures and practices, to provide an effective, efficient, courteous, high quality booking service. This will include recording data and maintaining data quality on manual and computerised systems in accordance with agreed policies and procedures.
Carry out any other duties, within the grade, or duties required for the Endoscopy Directorate team.
Job description
Job responsibilities
To manage the Endoscopy admin teams on a day-day basis.
To undertake work as directed by managers, including covering setting up endoscopy schedules.
To liaise with all teams across sites to ensure systems are streamlined and effective.
To provide operational advice and be able to carry out and cover for all duties expected of the Endoscopy booking and reception team which will include all aspects of scheduling appointments, including the setting up of Endoscopy lists in the absence of Support Manager, rescheduling, changing and cancelling patient appointments appropriately.
To report on breach reports as and when required and seek additional capacity to avoid breaches.
To assist in the vetting and validation process for surveillance patients with support from the clinical body.
To ensure that staff are effectively administering the Endoscopy waiting lists so that patients are booked correctly within the agreed timescales, also ensuring that Directorate Managers are being informed of potential problems.
To ensure that all letter, telephone and face to face communication with patients, colleagues and managers is professional, timely and in line with relevant policies and procedures.
To monitor front of house service to patients, identifying and actioning customer care training needs.
To document procedures and identify training needs of staff, implementing agreed changes in procedure and ensuring staff follow policies, procedures and agreed standards, taking necessary action where adherence is not occurring.
To support staff when dealing with patients who are dissatisfied with the service so that potential complaints are dealt with immediately.
To liaise with Endoscopy colleagues across the Trust to compare work practices and identify areas of best practice.
To ensure that the team and service is as efficient as possible, making suggestion for changes and improvements on an on going basis.
To develop effective communication systems for the team and ensure that staff have regular team briefs.
To influence and promote effective team working.
To carry out staff appraisals with the Support Manager and ensure that performance, training and development needs are addressed throughout the year, as well as in the annual appraisal.
Responsible for monitoring annual leave and sickness levels, ensuring that the working hours are covered adequately, maintaining staff records and highlighting any areas of concern to the Directorate Support Manager and Directorate Manager.
To be responsible for the recruitment, selection and induction of new staff, ensuring that all necessary training and training documentation is provided.
To ensure that all new and existing staff attends statutory/mandatory training as identified on the training matrix. Responsible for training new staff and co-ordinating local inductions.
To ensure computer and printer equipment is effectively working, taking action as required if problems arise.
Responsible for ordering and replenishing non-stock items for the department.
To undertake training to become familiar with and competent in current health records procedures and practices, to provide an effective, efficient, courteous, high quality booking service. This will include recording data and maintaining data quality on manual and computerised systems in accordance with agreed policies and procedures.
Carry out any other duties, within the grade, or duties required for the Endoscopy Directorate team.
Person Specification
Qualifications
Essential
- Good level of numeracy and literacy and computing skills
Desirable
- ILM Level 2 award or be working towards or willingness to undertake
Experience
Essential
- Recent experience of Booking Services/Health Records/Acute hospital processes
Desirable
- Previous supervisory experience
Skills / Knowledge
Essential
- Knowledge of Patient Administration System.
- Experience of leading a team
- Good understanding of the 18 week pathway, Diagnostic pathway, Cancer & Urgent standards
- Understanding of Endoscopy procedures and scheduling requirements.
- Knowledge of Trust HR Policies and Procedures.
- Working knowledge of PTLs and reports.
- Working knowledge of Microsoft Office (Outlook, Word, Excel)
Desirable
- Working knowledge of Endoscopy scheduling systems (Unisoft)
Person Specification
Qualifications
Essential
- Good level of numeracy and literacy and computing skills
Desirable
- ILM Level 2 award or be working towards or willingness to undertake
Experience
Essential
- Recent experience of Booking Services/Health Records/Acute hospital processes
Desirable
- Previous supervisory experience
Skills / Knowledge
Essential
- Knowledge of Patient Administration System.
- Experience of leading a team
- Good understanding of the 18 week pathway, Diagnostic pathway, Cancer & Urgent standards
- Understanding of Endoscopy procedures and scheduling requirements.
- Knowledge of Trust HR Policies and Procedures.
- Working knowledge of PTLs and reports.
- Working knowledge of Microsoft Office (Outlook, Word, Excel)
Desirable
- Working knowledge of Endoscopy scheduling systems (Unisoft)
