Central Booking Operations Supervisor

4 weeks ago

Gloucester, Gloucestershire, United Kingdom Gloucestershire Hospitals NHS Foundation Trust Full time

Position Overview

As the Central Booking Operations Supervisor, you will oversee the daily management of a diverse team, including Supervisors, Booking Coordinators, Appointment Officers, and Administrative staff. You will also act as a deputy for the Booking Services Manager when required.

Key Responsibilities

  1. Establish and track Key Performance Indicators (KPIs) for the Central Booking Office (CBO), ensuring alignment with organizational access policies and national targets.
  2. Manage staff leave and attendance to optimize workforce efficiency, adhering to HR policies, and participating in recruitment, disciplinary actions, and performance evaluations.
  3. Collaborate with the Booking Services Manager and General Manager to formulate a workforce strategy for the CBO, including support for apprenticeship initiatives.
  4. Analyze and address complex issues related to clinic utilization and waiting times, considering various factors across multiple venues and specialties.
  5. Foster strong working relationships with colleagues and contribute to the Trust's broader initiatives by attending meetings with Clinical Divisions, Consultants, Senior Managers, and other departments.
  6. Represent the Booking Team in high-level meetings, contributing to decisions regarding service delivery and process improvements.
  7. Directly address inquiries and concerns from patients, clinicians, and divisional managers.

Core Duties

For a comprehensive overview of the core duties associated with this role, please refer to the attached job description and person specification.

About Gloucestershire Hospitals NHS Foundation Trust

As the largest employer in the region, Gloucestershire Hospitals NHS Foundation Trust employs over 8,000 staff members, making it one of the largest NHS trusts in the UK. We offer a competitive annual leave package, favorable bank rates, access to the NHS Pension Scheme, and various employee benefits, including discounts at local businesses, health and wellness resources, and flexible working arrangements.

Job Responsibilities

  1. Ensure compliance with RTT-related targets in accordance with national and local guidelines.
  2. Communicate with the General Manager and Assistant General Managers regarding specialty needs, identifying the necessity for additional clinics or addressing clinic-related challenges.
  3. Represent the team in Planned Care performance discussions.
  4. Maintain effective communication with all services to ensure CBO representation in divisional meetings.
  5. Lead improvement initiatives and support related change projects.
  6. Engage with internal and external stakeholders regarding planned care issues.
  7. Ensure the accuracy of reports related to planned care data.
  8. Maintain slot utilization above 95% for both new and follow-up appointments.
  9. Work closely with management to ensure adherence to the Trust's Access Policy regarding DNAs and cancellations.
  10. Monitor and authorize clinic cancellations and rescheduling, alerting management to potential service impacts.
  11. Oversee 2WW appointments to ensure compliance with national timelines.
  12. Address inquiries and complaints from the public.
  13. Manage general hospital inquiries through the designated communication channels.
  14. Respond to correspondence from patients, clinicians, and general practitioners.
  15. Provide daily leadership and management for departmental teams.
  16. Optimize resource utilization and maximize team potential through personal development reviews and planning.
  17. Ensure appropriate staffing levels and manage annual leave distribution and sickness in line with Trust policies.
  18. Assist in the recruitment process, ensuring comprehensive induction programs for new staff.
  19. Maintain service delivery at agreed activity levels and quality standards, ensuring compliance with health and safety regulations.
  20. Investigate incidents and complaints, taking corrective actions as necessary.
  21. Support the Booking Services Manager in handling disciplinary matters and related investigations.
  22. Ensure all staff comply with Trust policies and procedures, including health and safety and data protection regulations.
  23. Develop and implement guidance and procedures, ensuring all standard operating procedures are current and accurate.
  24. Act as an authorized signatory and manage the budget for the CBO.
  25. Conduct audits within booking teams to identify areas for improvement and process effectiveness.
  26. Participate in weekly performance meetings to discuss capacity issues and report relevant data.
  27. Provide first-line management for harassment or bullying complaints related to aggressive patients or colleagues.
  28. Manage clinic-related correspondence, ensuring timely communication with external providers.
  29. Ensure adherence to clinic cancellation procedures and negotiate with clinicians to accommodate urgent demands.
  30. Perform additional duties as required by your Line Manager.

Qualifications

Essential

  • Evidence of basic education (GCSE) in English and Mathematics or equivalent.
  • Relevant experience in a supervisory role within a booking office environment.

Experience

Essential

  • Experience within the NHS.
  • Proven ability to manage and resolve complaints.
  • Strong understanding of planned care pathways, local access policies, and national access targets.
  • Previous experience managing staff in a dynamic and challenging environment.

Desirable

  • Experience in training others, particularly in IT systems.

Knowledge and Skills

Essential

  • Excellent written and verbal communication skills.
  • Proficient IT skills, particularly in Microsoft Office.
  • Strong organizational skills with the ability to prioritize effectively.
  • Ability to influence and engage with peers and senior management.
  • Exceptional problem-solving skills with a focus on outcomes.

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