Patient Services Team Leader

4 months ago


Truro, United Kingdom Royal Cornwall Hospitals NHS Trust Full time

We are looking to appoint a cheerful and highly motivated person with great interpersonal and leadership skills, and a commitment to maintaining the highest levels of customer service to join our Patient Services team working across both General Office and Outpatient Reception Services.

You will be self-motivated, adaptable, have excellent time management, as well as a willingness to learn new skills. The work requires a flexible approach, initiative, and the ability to motivate and influence others. You should be comfortable with handling data and information, with good Excel skills.

The ability to remain clam under pressure and work to tight deadlines is essential, along with the ability to prioritise effectively. You will need to be able to work in a calm, logical and methodical way but be able to multi-task whilst dealing with frequent interruptions. You must possess excellent communication and interpersonal skills.

Both areas are extremely busy and provide focal points for receiving patients, visitors, and staff to the Trust. The postholder would help lead a dedicated administrative team that supports patient care within a clinical setting.

You will be required to have a good level of education, with proven customer care and leadership skills or have been responsible for leading a team in a customer care focused environment. Previous experience in a healthcare setting would be an advantage.

To help deliver professional outpatient reception and general office services, including the management of a frontline cash desk service to patients.

To lead by example, driving and maintaining high levels of customer care/patient experience, providing patient focussed approaches and a caring, efficient, and responsive service to all patients, relatives, and visitors to the Trust.

To monitor the accuracy, timeliness, and quality of data recording across both services.

To help provide committee reports as required on service delivery and performance.

Support the implementation of policies and procedures in relation to the Access Policy, Patient Property Policy and Losses and Special Payments Policy and Healthcare Travel Costs Scheme.

Provide day to day line management and professional supervision, to reception and general office staff ensuring best practice and adherence to Trust policies and procedures and national Department of Health guidance.

To work with clinical, management and administration teams to support Trust activity whilst delivering on national and local expectations.

The main duties of this job description are explained; however, these will continue to evolve as the Trust develops to meet corporate objectives, NHS targets and embrace new technologies.

Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.

Ability to interpret and analyse data both operational and financial requiring a high level of concentration and attention to detail to ensure all outpatient attendances and clinical outcomes and all financial procedures relating to the General Office are reconciled on a daily basis with appropriate action taken to resolve areas of difficulty as quickly as possible.

To help compile and drive efficient customer service training to all staff across the services on an on-going basis and to carry out workplace assessments of new staff.

Excellent understanding of the Data Protection Act, Freedom of Information, Caldicott, Computer Misuse Act, and Trust Security Policy to ensure all software system security is always maintained and data is administered appropriately.

To ensure the security of patient identifiable information across all areas is always adhered to, reporting concerns directly to the appropriate staff member and escalating to the Reception Services Manager or General Office Supervisor where necessary.

To ensure patient confidentiality is always maintained, in accordance with Trust policy.



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