An exciting and challenging opportunity has become available for an Appointments Team Leader role within Patient Booking Services. The post holder will be responsible for providing clerical and administrative support to the department and will be responsible for line managing staff. You will work closely with a wide range of staff across the Organisation, including other hospitals, GP services and mainly, our patients.
1x Band 4 post (Full time - 37.5 hours per week)
Applications are invited from enthusiastic, hardworking and self-motivated individuals. You must have excellent telephone communication skills as you are very often the first contact with the Trust. A pleasant and courteous disposition is essential. You will have a flexible approach to the demands of this post and there will be an expectation that you can work autonomously or as part of a team to ensure we deliver the highest standard of care to our patients.
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements
• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
MANAGEMENT & LEADERSHIP
• To provide a proactive and effective day to day management of the department ensuring that all services are properly integrated to meet the needs of the services users and demands.
• Ensure that policy decisions are communicated to staff, implemented and monitored.
• Propose changes to working practices and procedures to cover system changes brought about by local and national guidance.
• To ensure that the day to day allocation of workload for the department is achieved and both own and departments work is prioritised appropriately.
• Monitor and maintain the 18 week pathways ensuring all staff adhere to the process.
• To support the Patient Access Manager with the development and maintenance of the departments aims and objectives.
• To be fully conversant with the systems and procedures of the department supporting staff on a day to day basis with problems.
• To have comprehensive knowledge of the Trusts Information System for the department’s functions and a good working knowledge of any associated systems.
• To support staff on a day to day basis and help to deal both confidentially and competently with either distressed or aggressive service users.
• Organise staff rotas to effectively cover the areas of responsibility. Provide an efficient and effective service, coordinating and taking responsibility for the day-to-day running of the area, ensuring that all areas and telephones are not left unattended during normal working hours.
• Liaise with Clinicians and Nursing staff to ensure the smooth running of the department. Liaise effectively with the nursing staff to support the provision of seamless service across the department. Ensure that timely and effective communications are maintained at all times, and patients are aware of waiting times.
• Provide support and guidance to other team members in dealing with enquiries and offer non-clinical advice to patients, staff and GP surgeries. This may require tact and persuasive skills when resolving problems or difficulties when there is a need to overcome barriers to understanding.
• Support the Department Manager in maintaining and ensuring the continued quality assurance audits are completed in the time scale.
• Deputise in the absence of the Department Manager for all enquiries in respect of outpatients.
• Cover roles within the department as an when required following departmental Operational Procedure Document
• Deal with complaints on a first line basis or refer to the relevant department / member of staff. (N.b. May occasionally experience stressful or distressing situations).
• Run system reports and perform quality checks ensuring staff are adhering to Trust policies and Procedures
• Arrange ambulances or transport for appointments if required
• To manage and maintain the Directory of Service within Choose and Book System, ensuring all clinics are mapped to the correct service
• To assist the department manager to manually check department reports that are run.
• Liaise with the Health Records Department on missing casenotes or referrals.
• The post holder will be responsible for undertaking clerical duties to support the process of the Trust’s patient activity and to meet the relevant departmental targets following departmental Policy and Procedures.
CONFIDENTIALITY
• To be aware of Records Management, Information Governance, Caldicott, confidentiality and data protection.
KEY RESULT AREA
• Liaise with consultants, wards, secretaries and other departments to ensure good communications exist within all areas of the Trust.
• To be involved in or take the lead (as appropriate) in specific projects that may be undertaken from time to time.
• To assist in the process of change management enabling staff to be kept fully informed and up to date.
• Take part in Trust appraisal process, agreeing objectives and a personal development plan annually.
• To ensure that all activity of the department is carried out in accordance with the Trust Policy and its associated procedures.
• Participate in and assist in department audits.
• A flexible approach to working is needed as, in order to meet the demands of the service.
• Work across all sites of the St Helens & Knowsley Teaching Hospitals Trust sites.
TRAINING
• As required attend regular mandatory training and other training courses relevant to the job.
• Take part in the staff appraisal system and develop in association with the line manager an annual personal development plans.
GOVERNANCE
• To support the Trusts clinical governance agenda by understanding the key priorities for change and ensuring that new developments utilise the objectives within the governance agenda
This advert closes on Thursday 12 Dec 2024
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