Breast Unit Outpatient Team Lead | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 09 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £30,279 - £33,116 inc HCAs |
| Hours: | Full time |
| Closing date: | 09 May 2024 |
| Location: | London, SE19RT |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 6200635/196-AC352 |
Summary
An exciting opportunity to join the breast care unit as a Band 4 Outpatient Team Lead.
Responsible for the day-to-day management and leadership of a team of staff in the outpatient department / Day Unit. To provide guidance, instruction, direction and leadership to the team.
The post holder will take day-to-day responsibility for the team, ensuring effective patient flow; have an oversight of patient waiting times and experience; ensure the available space is appropriately used; work in partnership with nursing, medical and administrative teams to ensure effective capacity management; implement agreed key performance metrics with associated service improvements.
The post holder will be responsible for ensuring that a high quality service is provided and all service level agreements are adhered to.
The post is offered on a full-time basis, 37.5 hours per week. The work will be predominantly Monday to Friday but the post holder may occasionally be asked to work outside of these hours (including Saturdays and Bank Holidays) during busy service periods.
The duties and responsibilities listed below are representative of the Team Lead role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.
• Responsible for the day to day management of the team and ensure that that staff are managed in line with Trust Policies
• Provide leadership to the team acting as a positive role model at all times.
• To recruit, induct, develop and support the team delivering the required services.
• To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the service.
• Review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate.
• Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care.
• Support the Assistant Service Manager anticipating staff shortages and problem areas and take action to minimise the impact of these on service delivery.
Guy’s and St Thomas’ is one of the largest hospital trusts in the country, with around 13,200 staff; an annual turnover of more than £1.2 billion; and 1.2 million patient contacts a year. Our hospitals have a long and proud history, dating back almost 900 years, and have been at the forefront of medical progress and innovation since they were founded. We continue to build on these traditions and have a reputation for clinical, teaching and research excellence.
We provide a full range of hospital services for our local communities and community services for patients in Lambeth and Southwark. We also provide specialist services for patients from further afield, including cancer, cardiac, kidney, women’s and orthopaedic services, and we are home to the Evelina Children’s Hospital. Seewww.guysandstthomas.nhs.uk.
As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. We also have a positive approach to corporate social responsibility and are keen to engage our staff in an agenda that ranges from promoting environmental sustainability to the creation of local employment opportunities.
Operational Management
• Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place.
• To ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Carry out investigations where required to resolve service issues and to identify areas for improvement.
• To ensure Standard Operating Protocols (SOPs) are adhered to and work with Deputy Service Manager in updating SOPs.
• To liaise with the informatics team regarding any data completeness and patient pathway issues, particularly in relation to Cancer Waiting Times performance
• Assist with reports about performance metrics (e.g. waiting times, patient experience etc)
• To support the Assistant Service Manager with data capture associated with clinical coding as required.
• Create and maintain appropriate rotas to ensure that the service is fully covered and maintained.
• Undertake any administrative tasks and other duties as appropriate.
• To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
• To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers
• Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required
• Maintain SLA and key performance data and provide reports on the service delivery.
• To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
• Responsible for stock control and ensuring adequate supplies are maintained.
Customer Service
• To liaise with patients, their carers and families about how the patient pathway works, when patients will receive appointment letters, scans appointments etc.
• To answer and review complaints as required in support of the Deputy Service Manager and Service Manager. This will involve both paper-based review of formal and informal complaints and also managing, as possible, patient concerns and queries on a day-to-day basis.
• To work with the management team to audit complaints, ensuring that recurring problems are identified. Implement complaint outcomes as appropriate.
• To ensure that service compliments are captured and reported on.
This advert closes on Wednesday 17 Apr 2024