Team Leader

OverviewChelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.Closing date is 22 December 2025Team Leader - Patient Access (West Middlesex site)We are looking for an enthusiastic patient focused individual to join our Outpatients team. If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you. Main duties of the jobThe post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients. They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance within Outpatients. They will have excellent communication skills, ability to prioritise own workload, ability to motivate and enthuse others and have a positive and flexible approach to the changing demands and opportunities of the service. Job responsibilitiesRoles and responsibilitiesTake overall responsibility for efficient running of the administrative function, maintaining effective office/ departmental systems and processes.Work with other members of the wider team to ensure quality standards are adhered to.Ensure that the team is aware of relevant Trust policies and procedures relating to service delivery.Develop new processes for the service with a view continuously improving the patient experience.Create and prepare reports relating to service delivery and performance and recommends actions where areas of improvement are identified.Take responsibility for the even distribution of workload within the department, initiating amendments or improvements where necessaryTake responsibility for patient/client care in terms of dealing with complex patient queries, particularly where patients are distressed and emotional.Manage complex patient queries referred from other staff to an appropriate resolutionManages any complaints in accordance with the directorates clinical governance/ complaints guidelines.ensure appropriate training and induction is in place for new members of the team, and refresher and mandatory training takes place for all members of staffProvide cross cover for Team Leader colleagues across the clinical administrative teams where necessaryOrganise and conduct annual appraisals with staff and develop PDPs, ensure training and development needs are met. To evaluate staff performance against PDPs taking appropriate action to ensure that staff abilities and aptitudes are developed and potential maximized in line with KSFCo-ordinate regular team meetings and including other relevant key personnelMaintain personal files for individuals and maintain as confidentialEffectively address issues of poor performance, conduct and attendanceCo-ordinate and formulate appropriate responses to patients and other complaints and work with PALS and the complaints departmentInvestigate complaints within specified timeframes, liaising with divisional managers and clinicians as necessary to obtain required information to formulate a responseCollate staff attendance figures and manpower returns and send to the appropriate departmentEnsure that the team is aware of relevant Trust policy & procedure updatesOversee stationery supplies and other stock and non-stock items and authorise new orders in line with budgetary constraints.Ensure trust-wide standard operating procedures and policies developed for clinical administrative processes are adhered to; participate in the review of and development of new proceduresAssist line Manager in maintaining a quality assurance process to ensure standard operating procedures, policies and procedures are being adhered to within the clinical administrative teamPro-actively monitor all administrative processes and responsibilities highlighting any system, procedural or capacity issues in line with the needs of the serviceAttend on behalf of the service all relevant Trust wide user groups cascading relevant information to staffEnsure the office environment is maintained within Health and Safety standards and projects a professional imageComply with Trust procedures for tracking the whereabouts of patient records at all timesAssist all members of staff an patients with the uptake of new technologies, and where required become a user champion to embed learning Person SpecificationEducation and QualificationsEducated to degree level or equivalentJunior management qualification or equivalent experience to demonstrate competencyExperienceStaff management including objective setting and appraisal, performance review & people developmentExperience of working with clinicians and healthcare professionals at a senior levelSignificant experience working in the NHSExperience of a range of Patient Administration Systems (PAS)Experience in dealing sensitively with a range of people issues and complaintsAbility to prioritise and delegate tasks appropriatelyGood communication skills, written and verbal. Should include the ability to overcome significant barriers with developed interpersonal skills when providing and receiving highly sensitive/highly contentious information in antagonistic or highly emotive environmentsProven ability in managing people, process, quality and productivityDisclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Chelsea and Westminster Hospital NHS Foundation Trust£35,763 to £43,466 a yearper annum incl. HCAS (pro rata) #J-18808-Ljbffr