East Kent Hospitals University NHS Foundation Trust
The role is responsible for providing patient focused and high quality clerical support to the Respiratory Diagnostic Department. The post holder will support the delivery of National and Trust targets therefore, it is essential that accurate and timely data entry is performed. The post holder will be required to offer very high customer service skills either face to face or on the telephone for both internal and external staff and patients. The post holder will be multi skilled and trained to ensure data quality will be the highest priority.
To supervise the admin team to provide high quality support to admin and clinical staff when needed.
To train admin staff regarding cancel and rebooking appointments, putting patients onto a waiting list, booking from a waiting list, showing empathy to individuals requiring more training/time to fully understand processes.
Main duties of the job
1. To have action plans in place regarding breach patients and to update daily the Respiratory Co-ordinator on clinic capacity.
2. To ensure all clinics are utilised Trust wide, escalating capacity and demand issues on a daily basis using a range of Information reports available. To provide updates regarding booking and wait times.
3. To appoint diagnostic outpatients appointments from GP and Consultant referrals for appropriate investigations in order of clinical need.
4. To maintain a waiting list of patients waiting for investigations, who can't be appointed straight away.
5. To appoint extra clinics to help bring the waiting times down to an acceptable level.
6. To support the Respiratory Co-ordinator when needed by delivering daily reports regarding staffing - clinical and admin.
7. To use the relevant reports Patient Target Lists (PTL) and other relevant reports to ensure safe delivery of 2, 6 and 18 week pathway compliance.
About us
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is 'great healthcare from great people'. Everything we do is guided by our values: 'People feel cared for, safe, respected and confident that we are making a difference'. We have a new way of working at East Kent Hospitals, called 'We care'. It's about empowering frontline staff to lead improvements day-to-day. We're looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.
Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.
Job responsibilities
Please scroll down to access the full Job Description and Person Specification located in Documents to download.
If you have further queries please don't hesitate to contact the line manager using the contact details below.
Person Specification
Skills and Experience
* Ability to communicate clearly, both written and verbally. Excellent communication and interpersonal skills showing empathy and diplomacy. Ability to develop skills of the team and motivate staff. Ability to influence, motivate staff and persuasion skills. Ability to multi task in a fast paced environment. Ability to supervise a team of admin staff. Ability to prioritise workload & to work on own initiative. Proven customer and clerical experience.
* Experience of working in a customer service environment.
* Previous NHS experience.
Qualifications
* Education to GCSE or equivalent. Maths and English grades A-C essential. RSA stage III typing or proven keyboard skills. Microsoft office including excel and Powerpoint.
Governance
* Upholds and models the Trust values.
* Knowledge of Datix reporting.
Personal & Professional Attributes
* Knowledge of the NHS appointment system.
* Experience of supervising a team.
* Previous experience of working within a busy environment.
* Basic knowledge of audit reporting.
Disclosure and Barring Service Check
This 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.
East Kent Hospitals University NHS Foundation Trust
Respiratory Diagnostic Operations Manager
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