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Operational and Performance Manager

3 months ago

Poole, United Kingdom Dorset Clinical Commissioning Group Full time

Detailed job description

and main responsibilities

Provide management and team leadership for the Reception/UTC Team.

Ensure reception areas are staffed appropriately by providing rota at least 3 months in advance.

Provide team leadership for the reception staff

Each day ensure that reception staff follow their daily tasks, ensuring all clinical rooms and waiting areas are correctly stocked and tidied.Including ordering of stationery.

Ensure all Receptionists are kept up to date with any new information, either by email or print off information.

Inform the public of probable waiting times for treatment, ensure electronic screen is in working order.

Promote communications between the reception manager, admin team, medical and nursing staff. Attend multi-disciplinary department meetings in order to assist in the provision of high quality service and promotion of collaborative working relationships.

Provide advice and support to the Reception team at all times. 

Train and develop staff in all areas of reception, ensure that all patients demographic details are accurate and meet the essential data quality guidelines.

To train and manage new receptionists in all aspects of the reception role.

To ensure that the Receptionists mandatory training is up to date.

To assist the Reception Manager in the recruitment and selection of staff employed in the department.

Ensure all permanent staff have a yearly appraisal.

Ensure that all Receptionists always have a positive image at the front desk and afford courtesy to patients and staff.

To work one shift a fortnight and cover for colleagues if required, such as in the event of severe staff shortages.

To keep health roster up to date with rotas, annual leave and sickness.

To assist the Reception Manager in the management of the electronic computer system and reporting any problems to IT. To manage and oversee system issues involving other parties. To assist in the introduction of any new IT systems to reception staff.

To conduct return to work interviews and maintain accurate staff sickness records.

Work with the Reception Manager to ensure adequate Reception cover for the service.

To assist Reception Manager in proposing changes and to assist in implementing policy changes. 

Ensure that daily UTC clinical appointment ledgers are correct on System One.

Check the pay for Poole UTC, this is sent from PGH Payroll

To attend all statutory and mandatory training as and when required to do so.

Order uniform, equipment and stationery for Receptionists to ensure they have a working environment that enables them to work efficiently.

To undertake any other duties and responsibilities which may reasonably be required. 

Adhere to all Trust Policies as applicable.

Person specification

Qualifications

Essential criteria

Good level of general education

Experience

Essential criteria

Experience of clerical duties in office/administration environment Customer service experience Experience in the use of IT/computer skills

Desirable criteria

Experience of working in the NHS or on a reception desk

Knowledge

Essential criteria

Ability to respond to a range of people in a courteous and professional manner To understand and be able to maintain confidentiality

Desirable criteria

Ability to answer patients queries or know where to refer them

Technical Skills Compentencies

Essential criteria

Competent in using Microsoft Office Software Excellent communications in person, via telephone and written Able to demonstrate attention to detail and to work with accuracy when undertaking repetitive tasks Good keyboard skills requiring high percentage of accuracy

Desirable criteria

Previous experience in communicating with senior clinical/managerial colleagues Experienced user of University Hospitals Dorset IT systems, i.e. eCAMIS/Systmone/Agyle

Personal Attributes

Essential criteria

Interest in working in the healthcare sector/NHS environment Methodical approach to organising work, ability to prioritise Ability to work and remain calm under pressure Well presented, professional behaviour, settling and maintaining a high personal and professional standard that enables effective working relationships with others

Language requirement

Essential criteria

Able to speak English as necessary to undertake the role