The opportunity has arisen for a dynamic, motivated individual to join Outpatient Booking Services within the Clinical Support Care Group. On a day-to-day basis, the Booking Services Lead will be responsible for leading the Outpatient Booking Team on customer service, performance management, governance, service development, and redesign, working directly with clinical areas to ensure the patient experience is of the highest quality. The post holder will provide support to the Outpatient Booking Services Manager to ensure that key clinical activity and financial targets are met, working on-site full-time from Pydar House, Truro.
Main duties of the job
You must be highly motivated with a friendly and approachable manner and possess excellent communication skills. This is a demanding and diverse role, which requires the post holder to work collaboratively across all Care Groups. The post holder will therefore have excellent interpersonal and communication skills, IT and organisational skills, and the ability to work independently using their own initiative.
This is a full-time post, working 37.5 hours per week on-site from Pydar House in Truro.
Job description
Job responsibilities
To support the Outpatient Booking Services Manager leading the Outpatient Booking Team on customer service, performance management, governance, service development, and redesign, working directly with clinical areas to ensure the patient experience is of the highest quality. Management of clinic templates and clinic management is a key part of the role. Supporting the management of a team of 50 WTE across Outpatient Booking Services in order to deliver the effective, efficient, smooth running of an extremely busy and pressured service which handles over 300,000 patient phone calls and makes over 280,000 appointments per year.
Person Specification
Qualifications
Essential
1. NVQ level 4 in Management or equivalent experience
2. GCSE grade A-C in 5 subjects including Maths and English
Desirable
1. Experience of using PAS to a Management level
2. Experience of Maxims, CCAT, Unit 4 and Netcall systems
Experience
Essential
1. At least 5 years experience in hospital administration
2. Extensive experience/understanding of waiting list management and Referral to Treatment and outpatient management
3. Demonstrable NHS experience of leading and managing a team and service
4. Proven Windows experience (Word, Excel & PowerPoint)
Desirable
1. Experience of handling incidents and complaints
2. Evidence of excellent communication and interpersonal skills.
3. Demonstrates initiative and use of innovative and lateral thinking in problem solving.
4. Ability to deal with occasional exposure to distressing or emotional circumstances.
Employer details
Employer name
Royal Cornwall Hospitals Trust
Address
Pydar House
Truro
TR1 1XU
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