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Patient Access Team Leader
2 months ago
We are seeking a highly motivated and experienced individual to join our team as a Patient Access Team Leader - Operations Manager. This is an exciting opportunity to work in a dynamic and fast-paced environment, where you will be responsible for managing a team and delivering the Access Booking and Choice agenda within the Trust.
Main Responsibilities- Coordinate the work of a defined booking team, managing staff workload as per service requirements and escalating where necessary.
- Resolve issues and concerns with individual members of staff, which may be of a highly delicate, complex, and personal nature, and require expertise and understanding to handle, liaising with the HR team when necessary.
- Provide Trust Team briefings to staff to keep them informed of departmental and Trust news.
- Ensure that all staff are aware of and know where to find, access, and follow all relevant Trust procedures and policies.
- Coordinate annual leave, sickness, or other absence.
- Participate in the recruitment, training, appraisal, and general discipline of staff employed within the clerical workforce.
- Identify changes in working practices that are required to improve the service and inform the Departmental manager of problems and changes.
- Maintain annual/study leave records for the team.
- Act as an authorized signatory for ad-hoc time sheets.
- Ensure the team is fully trained in all areas of IT systems in relation to the service area.
- Undertake and receive yearly individual performance reviews/appraisals that will reflect both personal objectives and service objectives.
- Responsible for monitoring waiting times through the use of primary targeting lists (PTL) and escalating any potential breaches to relevant service managers.
- Regularly review available capacity and current demand through the coordination of control tower meetings.
- Manage inpatient, day case, outpatient, and diagnostic waiting list issues.
- Monitor patient journey times from PTL lists and identify patient pathway data input errors/omissions that are impacting on the validity of 18-week pathways and feedback to specialty management teams/data quality teams.
- Liaise with other departments, such as diagnostics, to escalate appointments required for speedy diagnostics.
- Work with specialty staff to ensure the efficient and effective use of clinic areas and day case capacity within units, setting up extra capacity where needed.
- Liaise with consultants to ensure the appropriate management of outpatient processes, implementing new systems and processes where required.
- Keep up to date with national and local waiting time targets for inpatient, day case, outpatient, and diagnostic services.
- Monitor the impact of consultant leave and junior doctor rotas on clinics/theatre lists, making recommendations for improvement.
- Identify and investigate areas for potential service improvement in terms of waiting list and clinic management and feedback to the relevant Patient Services Manager.
- Identify inequitable capacity in services across the three sites.
- Work with the specialty service to implement identified areas for service improvement linked to patient access.
- Responsible for ensuring information relevant to waiting lists is provided to relevant Trust staff as required.
- Respond fully and promptly to queries from the information department and others requesting information on waiting lists, maintaining patient confidentiality at all times.
- Ensure that waiting lists are validated in order to ensure data quality.
- Actively participate and support specialty service control tower and access meetings.
- Support the units to ensure efficient and effective practice and daily operation.
- Monitor patient experience in units of responsibility and act as required, considering resource implications to improve quality.
- Assist in the investigation of formal complaints relating to waiting time and access issues as requested.
- Assist/lead in the resolution of informal complaints relating to access or team member issues as required/directed.
- Ensure relevant Trust policies are implemented, maintained, monitored, and reviewed across all sites.
- Collate and disseminate information relating to unit performance and identified key performance indicators.
- Prepare and produce information and access-related reports as required by the specialty to support performance meetings control towers.
- Support the Access Booking & Choice Team and individual specialty to achieve the service and Trust objectives/key performance indicators.
- Produce reports for the specialty as required.
- Any other duties/responsibilities as delegated by the Access Booking & Choice Management Team to support the function and development of the service.
