Band 4 Outpatient Booking/call Centre Team Leader

4 weeks ago

Ilford, United Kingdom Barking Havering and Redbridge Univ Hospitals NHS Trust Full time

Are you an experienced administrator with excellent attention to detail and IT skills? Do you have a passion for supporting services to deliver good quality care to our patients? Are you a people person and enjoy a challenge? As one of our Call Centre and Appointments Team leaders, you will coordinate and support your team to ensure consistently high levels of quality and performance are achieved in our Outpatient Appointment Centre.

This role is ideal for a dynamic individual looking to expand their knowledge and leadership experience within the NHS. You will be responsible for the day-to-day operational management of your team, supporting the Appointments Manager to deliver on achieving 18 weeks RTT waiting time targets. This is a full-time role which requires to work from Monday to Friday. Outpatient call centre/Appointments operates from 08:00 till 18:00 and the role may require covering these hours pro rota.

You will manage a multi-skilled team and contribute to promoting a positive team-based attitude within the Centre. Applicants will be organised, hardworking, adaptable, committed, and motivated individuals to help us provide a patient focused service within BHRUT. The role is varied and busy and you will need to have a flexible approach to a demanding workload with changing priorities.

To lead and support a team of administrators providing patient appointment bookings for specialties. To encourage teamwork and foster a positive working environment. The post holder will be responsible for the supervision and efficient running of the Trust’s OPD Booking and Call Centre Teams. The post holder will supervise and support the Teams ensuring high quality patient experience and assisting service development to maintain this. This will include ensuring patients are managed efficiently and effectively with regards to outpatient appointments in accordance with the Trust’s Patient Access Policy and the NHS Constitution.

To improve access to information and response to enquiries for all patients, carers and staff who use the service and maintain a comprehensive and efficient OPD Booking service.

To provide support to the Appointments & eRS Manager in operational management and leadership for the Department with regard to all aspects of OPD booking and call centre responsibilities. To ensure all systems, policies and procedures within the Department are patient centred and in accordance with organisational and national objectives.

Under the leadership of our Chair Jacqui Smith and Matthew Trainer, our Chief Executive, we provide care for the residents of three of the most diverse London boroughs. More than half of our 7,500 strong workforce are from black, Asian and minority ethnic groups and most live in Barking and Dagenham, Havering and Redbridge. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.

Our services include all the major specialties of large acute hospitals, operating from two main sites - King George Hospital in Goodmayes and Queen’s Hospital in Romford. We also provide outpatient services at Brentwood Community Hospital, Barking Hospital, Loxford Polyclinic, and Harold Wood Polyclinic. We have two of the busiest emergency departments in London.

As we recover from Covid-19, we’re proud to be leading the way nationally in reducing the time our patients wait to get the treatment they need. The pandemic provided the drive for our teams to innovate and change.

We know we have more work to do to improve waiting times for urgent and emergency care, and our performance against the four-hour emergency access standard remains challenged, in comparison to many other London trusts.

We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We’re also pleased to be part of the NEL Cancer Alliance.

Ensure that all referrals are dealt with promptly and appropriately taking account of requirements for rapid access, urgent or target referrals and local national targets.

Ensure all referrals are graded if appropriate, that accepted referrals are recorded correctly and that rejected referrals are either re-booked or discharged as required by the grading clinician in accordance with standard operating procedures.

For further information on this role, please see the attached detailed Job Description and Person Specification.

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