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Team Leader Outpatients

2 months ago

London, Greater London, United Kingdom Great Ormond Street Hospital Full time
Job Overview

The post holder will provide a high standard of supervision for the Outpatients reception team. Working alongside another Team Leader and reporting to the Assistant Service Manager, the Team Leader will be responsible for the operational running of Outpatients reception and working alongside the Nursing and specialty teams to ensure an excellent service is provided to patients at all times. A good knowledge of NHS waiting time targets and patient administration systems is essential as the reception team are responsible for booking follow-up outpatient appointments.

The post holder must have great communication skills and be positive and professional at all times. They must be able to deal with complaints and sensitive situations and support staff in doing so. They must be able to deal with competing priorities and have an interest in developing individuals and teams.

The post will require experience in an administrative role and working with a range of stakeholders.

Main Responsibilities

**Key Accountabilities:**

  • Line management of a reception team across the different outpatient areas. This includes delegating and monitoring work, completing rotas, recording sickness and annual leave, and conducting regular 1:1 meetings and PDRs with staff members
  • To ensure that staff adhere to the Trust Values at all times
  • To be responsible for staff inductions and training and to ensure the induction and training process is monitored and amended when required
  • To ensure all mandatory training is completed and understood by all staff
  • To work with the other Team Leader in running team meetings and monitoring staff and team performance
  • To support the Assistant Service Manager in the recruitment process
Working for Great Ormond Street Hospital

**Our Commitment to Diversity and Inclusion:**

Great Ormond Street Hospital is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.

We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.

We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.

We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.

We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women's staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust's mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.

Person Specification

**Essential Criteria:**

  • Our Always Values
  • Experience of working as part of a diverse team. Experience of contributing to an inclusive workplace culture.

**Academic/Professional Qualification/Training:**

  • GCSE or equivalent in Maths and English
  • Evidence of professional development within the last 2 years

**Desirable Criteria:**

  • Business Admin NVQ Level 4 or equivalent award

**Experience/Knowledge:**

  • Experience of working in an administrative, customer or patient focused role
  • Experience of working within an operational NHS environment
  • Knowledge of NHS policy, including referral to treatment targets.
  • Experience of communicating with individuals and groups at different levels of seniority
  • Experience in supervising teams and rota management
  • Experience of absence management, performance, disciplinary, grievances and PDR's.

**Skills/Abilities:**

  • Excellent written and verbal communication skills
  • Ability to work effectively in a relatively high pressure environment
  • Confident in decision-making and taking responsibility for service delivery
  • Excellent organisational skills with the ability to prioritise work and meet deadlines
  • Ability to train staff and monitor performance
  • Excellent computer skills, including the use of word processing, spreadsheets, email, and the use of NHS computer systems, to include patient information systems
  • Ability to negotiate and manage conflict, including handling sensitive situations and information
  • Leadership skills and the ability to motivate staff
  • Ability to undertake project work
  • Understands the importance of confidentiality and takes responsibility for protecting confidential information.
  • Able to work as an effective team player and work autonomously to manage own workload to meet deadlines.
  • Demonstrate evidence of commitment to professional development

**Desirable Criteria:**

  • Ability to identify service improvement opportunities