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Outpatient Business Lead
4 months ago
**Outpatient Business Lead | Administration/Customer Service/Supervisor/Team Leader/Manager | Southampton | Permanent | 37.5 hours per week | Competitive salary plus fantastic benefits**
We are looking to recruit an Outpatient Business Lead for our Southampton Hospital.
Spire Southampton Hospital offers world-class care, attracting patients from across the South of England and internationally. We deliver some of the best cardiac surgery results in the country. Our Critical Care department and multidisciplinary team offer you peace of mind for our wide range of treatments.
**Role purpose**
To lead the administration team in the Outpatients Admin Office. To ensure the team provide a high standard of customer service to all patients, consultants, NHS partners, staff and visitors. To manage workload effectively and efficiently in line with the demand of the business. To be an advocate of excellent customer care whilst working as a team. To ensure NHS patients are treated in line with NHS contracting guidelines
To make a positive difference to our patients lives through outstanding personalised care.
**Accountabilities and Activities**
- To be a leader within a team of multi-skilled administrators who can adapt to the demands of the business
- Ensure all calls are answered in a timely manner delivering high standards of customer service at all times. Carry out quality assessments regularly and give feedback to the team
- Plan the workforce in line with activity
- Create activity reports to share with the Admin Services Manager on a monthly basis
- Ensure the team are working efficiently by introducing a daily task rota and altering it dependant on activity levels
- Ensure the team are gathering minimum data set for every appointment in advance of the patients arrival
- Key contact for Consultants and Medical Secretaries for Outpatient activity
- Ensure GDPR is adhered to at all times by the team
- Coordination of clinic cancellations and amendments for the Outpatient Department (and analysing the data from the trackers)
- Constantly look for new ways of working and process improvements in order to move in time with other aspects of the business
- Lead the introduction of new services, systems, software and external contracts within the Outpatient Admin remit
- Work through Process KPI’s weekly (including credit card capture requirements) and get to the root of any process issues that will then improve the scores
**Who we're looking for**
- Proven experience within an administrative and/or customer service environment
- Previous line management/Managerial experience
- Experience of NHS pathways and associated guidelines around patient care including breach dates and prior approvals.
- An accurate approach when working to strict deadlines and a confidence when delivering information to key personnel.
- Excellent communication skills, both written and verbal.
- An ability to build relationships not only with colleagues but also with Consultants, Patients, Secretaries, GP Secretaries, and CCGs.
- Proficiency in Microsoft Office, particularly Word, Outlook and Excel.
- Enthusiastic, self-motivated, able to prioritise and work accurately under pressure with sound numerical and analytical ability and attention to detail.
- Ability to work independently and as part of a team.
- Good organisational skills and time management.
- Commercial awareness
**Benefits**
We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:
- 35 days annual leave inclusive of bank holidays
- Employer and employee contributory pension with flexible retirement options
- ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
- Free Bupa wellness screening
- Private medical insurance
- Life assurance
- free on site parking
We commit to our employees’ well-being through work life balance, on-going development, support and reward.
Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.
**Spire Healthcare are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all. Our people are our difference, it’s their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.
