Job summary 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. For further information, please contact Emma Goldsworthy, Outpatient Booking Services Manager on 07557155912. About us Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise. Date posted 30 October 2024 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year pa pro rata Contract Fixed term Duration 12 months Working pattern Full-time Reference number 156-6481322 Job locations Pydar House Truro TR1 1XU 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. 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 NVQ level 4 in Management or equivalent experience GCSE grade A-C in 5 subjects including Maths and English Desirable Experience of using PAS to a Management level Experience of Maxims, CCAT, Unit 4 and Netcall systems Experience Essential At least 5 years experience in hospital administration Extensive Experience/understanding of waiting list management and Referral to Treatment and outpatient management Demonstrable NHS experience of leading and managing a team and service Proven Windows experience (Word, Excel & Powerpoint) Desirable Experience of handling incidents and complaints Evidence of excellent communication and interpersonal skills. Demonstrates initiative and use of innovative and lateral thinking in problem solving. Ability to deal with occasional exposure to distressing or emotional circumstances. Person Specification Qualifications Essential NVQ level 4 in Management or equivalent experience GCSE grade A-C in 5 subjects including Maths and English Desirable Experience of using PAS to a Management level Experience of Maxims, CCAT, Unit 4 and Netcall systems Experience Essential At least 5 years experience in hospital administration Extensive Experience/understanding of waiting list management and Referral to Treatment and outpatient management Demonstrable NHS experience of leading and managing a team and service Proven Windows experience (Word, Excel & Powerpoint) Desirable Experience of handling incidents and complaints Evidence of excellent communication and interpersonal skills. Demonstrates initiative and use of innovative and lateral thinking in problem solving. Ability to deal with occasional exposure to distressing or emotional circumstances. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Royal Cornwall Hospitals Trust Address Pydar House Truro TR1 1XU Employer's website https://www.royalcornwall.nhs.uk/ (Opens in a new tab)