Outpatient Services Reception Team Leader

1 month ago

Romford, Greater London, United Kingdom Barking, Havering and Redbridge University Hospitals NHS Trust Full time

Position Overview

This role encompasses the oversight of the outpatient department's reception teams and the administration of service operations.

The ideal candidate will possess the enthusiasm and commitment necessary to ensure the Patient Administration outpatient reception service operates smoothly, while maintaining high standards of service delivery and customer satisfaction.

This position presents a fulfilling yet demanding opportunity for the right individual. Candidates should be able to demonstrate:

  • Exceptional interpersonal and communication abilities
  • Outstanding customer service expertise
  • Experience in supervising and developing staff
  • Evidence of personal growth or a willingness to engage in professional development
  • Flexibility for cross-site responsibilities
  • The capability to collaborate within and across teams to fulfill service requirements
  • Understanding of patient pathways and referral to treatment objectives

If you are a motivated, innovative, and dedicated professional who believes they can significantly contribute to our team, we would be eager to hear from you.

Main Responsibilities

  • Provide primary management for designated members of the reception team, ensuring adequate staffing levels and managing absences to meet daily operational goals.
  • Deliver a courteous and supportive service to staff, colleagues, clinicians, patients, and other department users, ensuring quality standards are consistently met.
  • Ensure adherence to reception protocols to facilitate accurate revenue collection, completion of timely RTT, appointment scheduling, and transport arrangements for all relevant clinics.
  • Support and ensure all team members complete mandatory and departmental training, as well as conduct Personal Performance Reviews with direct reports.
  • Facilitate effective two-way communication with the team and Outpatient Service Support Manager, organizing meetings as necessary.
  • Manage team and personal workload to meet challenging deadlines, escalating any identified or anticipated issues.

About Barking, Havering and Redbridge University Hospitals NHS Trust

We are an organization committed to continuous improvement. Our recent achievements include being recognized as the most improved Trust in England for A&E performance. We are proud to have moved out of special measures and to have our Chief Executive acknowledged as a leading figure in the health sector.

Our workforce of 8,000 staff, representing 146 different nationalities, serves three diverse London boroughs. We are dedicated to inclusivity, with a significant portion of our team coming from black, Asian, and minority ethnic backgrounds. Our commitment to professional development is evident, with over 400 staff members currently engaged in apprenticeship programs.

We operate from two primary locations and manage two of the busiest emergency departments in London, with a significant number of patients benefiting from our state-of-the-art facilities.

Job Requirements

For comprehensive details regarding this role, please refer to the attached Job Description and Person Specification.

Applicants are encouraged to thoroughly review all information provided in the advertisement and supporting documents before submitting their application. It is essential to clearly demonstrate how you meet the criteria outlined in the person specification when completing the application form.

All new appointments at the Trust are subject to a probationary period.

For any inquiries regarding the application process or assistance with form completion, please reach out to the designated Recruitment Advisor.

Essential Qualifications

  • 3 GCSEs or equivalent at Grade C or above, including English and Maths.

Skills and Abilities

  • Strong communication skills across all levels, including written, telephone, and face-to-face interactions.
  • Good understanding of the Referral to Treatment - 18-week pathway.

Experience

  • Prior experience in staff supervision or line management, or relevant training experience.
  • Desirable: Experience in conducting appraisals, setting objectives, and staff development.

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