Patient Services Lead
1 month ago
HEAD OFFICE
Patient Services Lead
Patient Services Lead
Vale Hospital | Administration | Permanent | Full time
Salary - £23,500 - £25,000 (dependent on experience)
To support the patient Services Manager in the day to day running of the reception and outpatient/theatre booking teams. To provide leadership of these departments in their absence and to develop succession planning for this department in the case of unforeseen or planned changes in circumstances. This role will allow the Patient Services Manager time to focus on departmental excellence, improve our service offering and raise overall standards of our system and processes in line with key stakeholder feedback.
**Key Responsibilities**:
Smooth running and best practice in Outpatient bookings, efficient and friendly reception team - first impression to the hospital. Improved attention to Information Governance and development of actions to improve risk off breaches. Call disposition and increased referral call handling from Outpatient bookings team. Small turnover in staff for both departments.
Manage and update CMA regulation document
Attend Management meeting in the Patient Services Manager’s absence i.e. information governance, H&S, Integrated Governance, New consultant meetings, Management 1-2-1 etc...
When the Patient Services Manager is absent - complete all daily activities as per normal i.e. Datix, Uniform orders, Duty Rotas, Additional Hours forms, Timesheets, Annual leave requests
It is expected that when the Patient Services Manager is on annual leave the Deputy will step in and cover Mon-Fri - Additional hours to be paid or taken as TOIL
Behaviour, attitude and outlook to support the Patient Services Manager at all times, especially in terms of setting standards to team members and presenting a united front around business and strategic decisions
Manage complaint situations in line with company complaints policy attempting always to avoid escalation to a complaint. Using own initiative to resolve in earliest stages.
Be fully trained on the Reception areas to enable cover if required and/or support for the team should they have any issues.
Be able to follow the recruitment process and conduct interviews
Responsibility for Workday sign off process in absence of Patient Services Manager
Manage your time to coach and develop others as required
Complete 1-2-1 meetings and attend team meetings as and when required,
Complete staff return to work forms in the Patient Services Manager’s absence
Works closely with the heads of all departments to ensure smooth and efficient admin processes
Potentially conduct some PDR reviews if required
Experience
Experience of working in busy call handling environment, people management within the workplace.
Role Specific Competencies
Confident, outgoing, great telephone manner
Ability to build relationships with Consultants, secretaries and GP surgeries
Ability to review and refine admin systems, analyse reports and make decisions based on data
Computer literacy, database and outlook skills essential
Positive outlook to change, ability to adapt, flexibility to working hours
Our two hospitals; The Vale Hospital (mainly in-patients) and Cardiff Bay Hospital (day cases) are multi-specialty hospitals which combine the finest consultants, the latest medical technology, with the unrivalled reputation of Nuffield Health.
The Vale Hospital is included in the top 30 most technologically advanced hospitals in the world for the design and technology within its two operating theatres. We specialise in the areas of orthopaedics, men's health, women's health, ophthalmology and diagnostic imaging.
Helping you feel good.
We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what’s important to you.
Join Nuffield Health and create the future you want, today.
It starts with you.
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