Main area: Administration
Grade: NHS AfC: Band 4
Contract: Permanent
Hours: Part time - 30 hours per week (Monday to Friday)
Job ref: 302-25-6934598SS
Employer: Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust
Employer type: NHS
Site: Boston House Health Centre
Town: Wigan
Salary: £26,530 - £29,114 Per Annum Pro Rata
Salary period: Yearly
Closing: 21/02/2025 23:59
NHS AfC: Band 4
Choose Well - Choose WWL
Job overview
The CHOICE team is based in Wigan Health Centre within the MSK CATS department. The team works predominantly as a call centre, led by the CHOICE team supervisor.
The team is responsible for booking patient transport, new appointments within the MSK CATS service, and arranging secondary care appointments in both the NHS and private sector.
The post holder will be responsible for the day-to-day planning and coordination of the CHOICE centre, with proactive leadership and supervision of the CHOICE Referral and Booking Agents within the team.
The post holder will be managed by the MSK CATS Team Lead and will be expected to provide support within the fields of service delivery, business planning, and staff management.
The successful applicant will also be expected to work in the capacity of a referral and booking agent as a call handler.
Evidence of qualifications will be required at interview and during the onboarding process.
Main duties of the job
* Call handling: Booking patient transport and appointments for primary and secondary care services.
* Supervision, training, and annual appraisal of the CHOICE team Band 3 Referral and Booking Agents.
* Day-to-day supervision of the CHOICE team.
* Service improvement of the CHOICE team.
* Supporting the MSK CATS manager with any issues related to performance or absence management within the CHOICE team.
Working for our organisation
Choose Well – Choose WWL
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust provides acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff, believing that ‘happy staff makes for happy patients’. We have a recognized track record in staff engagement and living our values ‘the WWL Way’.
WWL is committed to placing the patient at the heart of everything we do, ensuring safe, effective care that acknowledges and ensures dignity. We seek to recruit people who share our values and beliefs.
Detailed job description and main responsibilities
* Provide a supportive and developmental environment in which CHOICE team staff are motivated to realize their full potential as identified through Performance Development Review.
* Identify any problems with the performance of staff under his or her direction, and communicate this to the MSK CATS Team Lead for management in line with HR policies and procedures.
* Support the MSK CATS Team Leaders in managing any complaints against the CHOICE Booking team as allocated by the Divisional Governance Team.
* Assist the MSK CATS Team Lead in the interviewing and recruitment of CHOICE team staff.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 – the post holder is required to fulfill a proactive role towards the management of risk in all their actions.
Responsibility for Information Resources
* Utilize the Trust’s IT systems to generate data at the request of the MSK CATS Team Lead.
* Communicate service-related information to the MSK CATS Team Lead, senior managers, and other staff as requested.
* Ensure that patients referred to secondary care providers are appointed.
Responsibility for Governance
* Identify risks and communicate these to the MSK CATS Team Lead.
* Assist in any relevant risk assessments pertinent to the CHOICE centre and implement risk-reducing measures.
* Ensure data relating to activity is accurate, complete, and informs service planning.
Responsibility for Teaching
* Assist in the induction of new staff, identifying and supporting their training requirements.
* Facilitate a supportive learning environment that enables all members of the team to develop.
* Promote the ethos of continuous improvement disseminating any new knowledge gained to other colleagues.
* Recognize and accept responsibility for own personal development.
Work Circumstances & on-call
There is no requirement to work weekends, Bank Holidays, or on-call.
Person specification
Qualifications
* Evidence of CPD
* ECDL
Experience
* Previous work in a call centre or booking centre.
* Previous work within the NHS.
* Previous experience in using patient administration systems (PAS) related to the booking of outpatients.
* Previous work in the private sector or with North West Ambulance Service (NWAS).
* Previous experience of supervising a team.
Skills
* Ability to organize own and team workload independently and adapt to changing priorities.
* Forward thinking.
* Excellent interpersonal skills & telephone manner.
* Keyboard & basic typing skills.
* Ability to use own initiative and work under direction.
* Ability to work collaboratively within a team.
* Committed to personal and team development.
* Additional IT skills e.g., Microsoft Excel.
Knowledge
* Clear vision of the role.
* Knowledge of the Information Governance policy and its application regarding confidential information practice.
* Expert knowledge of the C&B and S1 system.
* Knowledge of the Data Protection Act.
* Understanding of The 18-week pathway, Choose & Book and patient CHOICE.
* Awareness of the role of the CHOICE service and Musculoskeletal Clinical Assessment & Treatment Services.
* Knowledge of other NHS policies and procedures.
* Knowledge of how to use Trust patient administration systems (PAS systems, Electronic Patient Records, HIS).
Additional
* Willing to meet the performance criteria set out in the job description and undertake personal and professional development.
* Ability to show sensitivity to patients and carers in distress.
* The ability to work flexibly in accordance with service needs which may be between the hours of 8 am – 5 pm.
* Speak English to an appropriate standard relevant to their role.
Our Trust prefers candidates to submit applications online. Please contact the Recruitment Team on 01942 244000 if you have difficulty applying online.
The Trust reserves the right to close adverts earlier than the stated closing date if there is a high volume of applications.
We endeavor to inform all applicants of the outcome of their application by email or SMS text message.
Guidance on Completing Your Application
Applications are scored against the person specification, therefore we recommend that you use the supporting information section of your application form to demonstrate how you meet the essential and desirable criteria for the role, providing illustrative examples where possible.
On-Call
Please note that some roles may require you to participate in an on-call rota if the role is predominantly operational.
WWL has signed up to the Greater Manchester Continuous Service Commitment and will recognize your continuous or ‘unbroken’ service in any Greater Manchester Local Authority or NHS organization.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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