Team Leader

5 months ago

London, United Kingdom Chelsea and Westminster Hospital NHS Foundation Trust Full time

Team Leader - Maternity & Ante
- Natal

Patient Access West Middlesex site

We are looking for an enthusiastic patient focused individual to join our Maternity & Ante-natal team based on the West Middlesex Site. If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you.

As a Team Leader In Patient Access you will manage and lead a team of administrators, be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance. You should also have excellent communication skills.

The post holder will be responsible for liasing with Consultants and Nurses to enable us to drive forward our excellent standards of customer service taking action where levels of service delivery fall short of what is required and to uphold Trust values.

The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients.

They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance within maternity.

They will have excellent communication skills, ability to prioritise own workload, ability to motivate and enthuse others and have a positive and flexible approach to the changing demands and opportunities of the service

Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.

Roles and responsibilities

Take overall responsibility for efficient running of the administrative function, maintaining effective office/ departmental systems and processes.

Work with other members of the wider team to ensure quality standards are adhered to.

Ensure that the team is aware of relevant Trust policies and procedures relating to service delivery.

Develop new processes for the service with a view continuously improving the patient experience.

Create and prepare reports relating to service delivery and performance and recommends actions where areas of improvement are identified.

Take responsibility for the even distribution of workload within the department, initiating amendments or improvements where necessary

Take responsibility for patient/client care in terms of dealing with complex patient queries, particularly where patients are distressed and emotional.

Manage complex patient queries referred from other staff to an appropriate resolution

Manages any complaints in accordance with the directorate’s clinical governance/ complaints guidelines.

ensure appropriate training and induction is in place for new members of the team, and refresher and mandatory training takes place for all members of staff

Provide cross cover for Team Leader colleagues across the clinical administrative teams where necessary

Organise and conduct annual appraisals with staff and develop PDPs, ensure training and development needs are met. To evaluate staff performance against PDP’s taking appropriate action to ensure that staff abilities and aptitudes are developed and potential maximized in line with KSF

Co-ordinate regular team meetings and including other relevant key personnel

Maintain personal files for individuals and maintain as confidential

Effectively address issues of poor performance, conduct and attendance

Co-ordinate and formulate appropriate responses to patients and other complaints and work with PALS and the complaints department

Investigate complaints within specified timeframes, liaising with divisional managers and clinicians as necessary to obtain required information to formulate a response

Collate staff attendance figures and manpower returns and send to the appropriate department

Ensure that the team is aware of relevant Trust policy & procedure updates

Oversee stationery supplies and other stock and non-stock items and authorise new orders in line with budgetary constraints.

Ensure trust-wide standard operating procedures and policies developed for clinical administrative processes are adhered to; participate in the review of and development of new procedures

Assist line Manager in maintaining a quality assurance process to ensure standard operating procedures, policies and procedures are being adhered to within the clinical administrative team

Pro-actively monitor all administrative processes and responsibilities highlighting any system, procedural or capacity issues in line with the needs of the service

Attend on behalf of the service all relevant Trust wide user groups cascading relevant information to staff

Ensure the office environment is maintained within Health and Safety standards and projects a professional image

Comply with Trust procedures f

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