Outpatient Team Leader

Job description

Job responsibilities

The post holder will provide robust and successful leadership to guide and steer the team to achieve agreed targets and objectives, whilst ensuring all Trust policies and procedures are adhered to.

The post holder will uphold current high levels of Customer Service in all areas, ensuring the Trust values and behaviours are upheld.

The post holder will monitor all KPIs and targets relating to performance within the Access Team. These KPIs, which sets out the operational standards all staff can expect and prepare regular monitoring against the agreed indicators, underpinned by a thorough understanding of the Access policies and expectations.

The post holder will develop and implement new projects and processes as and when required into the Access team

The post holder will manage the capacity and demand of the workload to ensure correct staffing levels and skill mix at all times

The post holder will understand all the functions of the Access team and flex all services to deliver operational KPIs.

Conduct regular call quality checks with all staff and feedback and document within personal development plan

Conduct regular system and information quality checks on all staff to ensure Trusts policies and procedures are being adhered to and document within personal development plan

Maintain links with similar services to ensure the service follows best practice and shares best practice and changes to National and local policy are promptly integrated into the daily operation of the service

The post holder will monitor data quality, ensuring information is accurate and timely data input, collect and provide statistical information as required.

The post holder will ensure team meetings are held, and Communications Cell updated and information disseminated

The post holder will attend performance meetings and be accountable for clinic utilisation and performance and attend a meetings to highlight and respond to any possible issues in forthcoming weeks

To monitor and ensure the weekly validation of PTLs (Patient Target Lists) for Access, ensuring capacity issues are highlighted to the relevant Managers within the Access Team.

The post holder will monitor, record, validate and investigate daily, weekly and monthly reports relating to Access, ensuring accuracy and/or targets achieved for your areas

The post holder will be responsible for the recruitment of staff to the service and organise induction & training for all new staff.

The post holder will be responsible for maintaining adequate staffing levels across access, ensuring rotas are co-ordinated to provide cover in peak periods and when high demands of patient telephone calls are anticipated.

The post holder will undertake and support all appraisal/personal development planning for all staff in accordance with Trust policies

The post holder will record and monitor sickness levels within the Access Team, reporting any breaches of thresholds to the ASM, and with guidance, taking staff though the relevant management stages

The post holder will approve record and monitor annual leave for the Access Team, ensuring all areas are appropriately staffed, telephones manned and administrative tasks and local KPIs covered.

Chair at staff meeting to convey departmental and organisational messages, such as operational issues, updates on processes and developments

The post holder will work closely with the ASMs in the Access Team providing updates where requested and identifying and developing best practice in each area.

The post holder will act as expert for operational booking processes within designated areas.

The post holder will maintain stationery levels for the Access Teams using the E-Procurement electronic ordering system. To assist in the ordering/receipting of stationery and supplies where appropriate.

The post holder will provide advice, information and guidance to patients, relatives and Trust staff regarding appointments and general information on waiting list management

The post holder will deal with complaints from patients, relatives and Trust staff, and where necessary passing on unresolved issues to the ASM in line with Trust policies and standards

The post holder will support the ASM in organising and supporting the administration function of the team in periods of absence/peak in workloads.

The post holder will deputise for the ASM and cross cover for the Team Leader, Admissions as required.

Any further duties required, appropriate to the level Job role, to support the provision of an effective and efficient multi-disciplinary service.

Person Specification

Qualifications/Training

Essential

• Educated to GCSE Level or equivalent
• ILM First Line Management or equivalent
• Customer Services NVQ Level 3 - 4 or NVQ in
• Business Administration or Equivalent experience

Experience

Essential

• An understanding of capacity management
• An understanding of National and Local wait time targets (RTT Referral to Treatment)
• Ability to analyse and interpret data

Desirable

• Previous NHS experience
• Previous experience of utilising hospital patient administration systems
• Previous experience of booking processes

Skills and Competencies

Essential

• Advanced keyboard skills
• IT literate
• Knowledge/proficiency in the use of varied computer programmes (Excel. Word & Outlook )

Desirable

• ECDL or equivalent
• Knowledge of National E-Referral System

Knowledge (including specialist or technical knowledge required

Essential

• Staff Management /Supervisory Experience

Desirable

• Knowledge of HR policies and procedures

Personal Qualities & Trust Values

Essential

• Friendly - patients, colleagues, public are always put at ease and made welcome
• Excellence - ensure the care we deliver has great outcomes for patients
• Caring - put the patient first and be considerate of their needs
• Professional - apply high professional standards to your role
• Respect - for patients and each other

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.

Certificate of Sponsorship

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

RJAH

Oswestry

SY10 7AG

Employer's website

https://www.rjah.nhs.uk/ (Opens in a new tab)