Lead Ultrasound Administrator - Reference - OneWelbeck Central Services
As the Lead Ultrasound Administrator you will work with the Director of Central Services to build and maintain a brand new Ultrasound call line service for the building. You will ensure, without direct supervision, an integrated approach to patient care pathways to be continually reviewed and adapted. Being a point of contact for the Ultrasound administration team, you are expected to be proactive and responsive to develop and embed policies, processes and streamlined, smooth service delivered at a 5 star level to both referrers and patients alike. You will act as a role model by embedding a professional ethos, supporting, motivating, and promoting good staff and patient excellent experiences. Highly motivated, and well organized with a strong sense of patient/customer care are a must. The ability to multitask, work in a team, and work under pressure in what can often be a busy environment is essential.
* Location: OneWelbeck, Ground Floor, 1, Welbeck Street, London
Job Summary:
• To set up a full Ultrasound Call hotline Service covering all bookings of all Ultrasound throughout the building
• Build a team of administrators to cover the service and manage all aspects of HR and Payroll responsibilities with the support of our corporate HR team
• To meet and maintain all KPIs set by the Director of Central services
• To build a blueprint for a call line service for future centres
• Create training guides and a training programme
• To report all progress and updates to the Director of central Services and in-turn the Centre Directors
• To create a culture of wellbeing and focus to ensure the highest possible standard of service delivery
• To meet with Centre Directors and Business Managers to understand the needs of the centres
• To create strategy to meet those needs
• To adhere and ensure adherence to all clinical and non clinical governance
• Manage the Ultrasound administrator rotas to ensure that there is adequate staff cover at all times
• Manage using a lean, forward led model
• Deal with more complex enquiries from patients and receive complaints in accordance with the company’s complaints procedure.
• To respond to complaints with the support of the Director of Central Services
• Ensure an effective and efficient administrative service to both patients and visitors
• To liaise with consultants, secretaries, radiologists and administration staff regarding patient information and appointment scheduling
• Ensure that the administration team meets the targets of answering of calls/emails
• Have a working knowledge of an ultrasound service and the varying demands this brings
• Continually assess and evaluate systems, recommending changes and improvements to the Director of Central Services as appropriate
• Overseeing the administrator performance and regular 1:1’s
• All other duties as required by the Director of Central Services
Key Results Areas/Main Duties and Responsibilities:
• Build the Ultrasound call line service
• Manage team rotas.
• Ensure full and proper HR processes are followed.
• Handle complex enquiries escalated by the team, and know when to further escalate.
• Create and maintain policies and procedures documents where necessary.
• To ensure a full, effective administration service is maintained at all times.
• To adhere to all points in the job summary
Key Relationships
• Centre Directors
• Welbeck Clinicians
• External Referrers
• Business Managers
• Fellow administration team leaders across OneWelbeck
• The imaging administration team
• Radiologists
• Business analytics team
People Management:
• Full and complete management of the team inclusive of any payroll and HR issues
• To ensure stock ordering is kept within budgetary limits
• To advise line manager of staff where needed within budgetary limits
• Top ensure service provision whilst remaining within the staffing budget allocated
• To create business cases for additional funding where required
Values & Behaviours:
• Demonstrable commitment to and focus on quality, promotes high standards to consistently improve patient outcomes.
• Demonstrable skill to work together to serve our customers through delivering safe and excellent clinical care.
• Value diversity and difference, operates with integrity and openness.
• Treating others with compassion, empathy and respect.
• Share information openly and effectively with patients, staff and relatives.
• Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others.
• Uses evidence to make improvements, increase efficiencies and seeks out innovation.
• Actively develops themselves and others.
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