We are seeking a dedicated and experienced Regional Coordinator Team Leader to join our Referral Management Team.
In this pivotal role, you will lead a team of coordinators, mobile, and remote booking administrators, ensuring the accurate processing of referrals and seamless appointment bookings. Your expertise will be instrumental in enhancing our processes and systems, contributing to our commitment to patient-centered care and service excellence. If you are ready to make a significant impact and drive continuous improvement in a supportive and collaborative environment, we want to hear from you!
You will also ensure compliance with the company’s legal and regulatory policies and procedures, including clinical care standards, health and safety, ISO, information governance, and IR(ME)R, by following agreed safe working procedures, reporting incidents, and respecting patient confidentiality. Additionally, you will lead and motivate your team by providing coaching, training, and ongoing performance feedback, maintaining RMC standards, procedures, and performance goals. You will collaborate with Unit/Centre Managers to address patient issues, ensure seamless communication, and drive process improvements, ensuring all activities are managed and delivered within the relevant KPIs.
As a successful candidate you must be able to lead, manage and develop the administrative team(s) such that they assist in meeting and exceeding internal targets, external standards and revenue/margin goals.
This must be done in accordance with local, regional, UK and Company strategies and governance protocols, alongside current regulatory standards. It will require effective administrative, patient, people, customer and change management skills.
Responsibilities of the role
* To work in partnership with the Unit Manager in achieving strategic objectives of the Unit(s)
* To manage, engage, support, coach and develop the administrative team(s) in line with company procedures such that the team(s) achieve their agreed goals
* To maintain effective resourcing through appropriate staff planning, rostering, training, management of absence/holidays and implementation of appropriate controls
* To provide regular feedback on performance of the administrative staff to the Unit Manager
* To undertake 6 monthly and annual appraisal of the administrative staff in conjunction with the Unit Manager
* To plan, guide, organise and monitor the daily administrative functions within the Unit(s)
* To handle patient and customer issues with the highest standard of customer care, discretion and sensitivity
* To work in partnership with the Unit Manager to secure the financial performance and achieve/surpass the budgetary objectives of the Unit(s)
* To highlight to the Unit Manager any change in referring trends which may impact either positively or adversely on revenue and/or throughput to enable appropriate action to be taken to control costs or improve revenues
* To assist the Unit Manager in building contacts and relationships with existing and potential new referrers covered by existing contractual arrangements
* To monitor trends in referrals continuously in order to identify opportunities to increase business and to pick up indicators of potential dissatisfaction, highlighting any changes immediately to the Unit Manager
* To address promptly any issues which might deter referrals
* To maintain up-to-date knowledge of the contracts impacting on the imaging services within the Unit(s), their terms and conditions, expiry dates and the pattern of performance against agreed standards.
* To support the Unit Manager in adherence to strategic and operational reporting requirements
* To continuously improve efficiency of the administrative functionality through measurement of processes and implementing new ideas
* To assist in the management and implementation of the Continuous Improvement model including new systems, procedures, processes and staff engagement and training
* To maintain and develop strong working relationships with the host site
* To ensure, where KPI targets are under the direct control of Alliance Medical, that those pertaining to waiting and reporting times are met
* To lead key changes for your team(s), contributing to and implementing new strategies using structured methods including project management methods in partnership with other functions as necessary.
Alliance Medical are Europe’s leading independent provider of imaging services. We combine service excellence and innovative imaging technologies to improve patient care and support NHS and independent organisations with their ongoing imaging requirements. Our approach has delivered consistent company growth for more than 30 years.
We operate a robust pre-employment screening process for all roles which includes proof of professional registration and qualifications, DBS checking and occupational health assessments.
We live by our company values to ensure the highest level of patient care:
Our Values
Collaboration: We work together and in partnership for all our patients. We respect expertise and combine it to achieve more.
Excellence: We never compromise. We strive to deliver the very best in everything we do to ensure the highest quality of care. We treat our patients and each other with compassion, dignity and respect.
Learning: Knowledge and understanding comes from learning. At Alliance Medical we are committed to ensuring that each and every one of us keeps on learning and that we continuously look for improved ways of working.
Efficiency: Efficiency in healthcare means more patients get better care. We constantly seek new ways to use the scarce resource of healthcare more intelligently so that more people can live longer, fuller lives.
Openness: We act with transparency and honesty in everything we do, where staff are encouraged to speak up to ensure a safe and secure environment for our patients.
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