Job Description
Booking/ Reception Team Leader
Location: Rivers Hospital, Sawbridgeworth
Hours: 37.5 hours per week, Full-time
Salary: Depending on experience + Benefits
Summary:
The Rivers Hospital is one of the leading private hospitals in the UK, easily accessible from London and the Home Counties. The hospital is located in Sawbridgeworth on the Essex, Hertfordshire border in beautiful countryside.
The role:
We are looking for an experienced Booking/ Reception Team Leader to join our Bookings Team at Rivers Hospital, based in Sawbridgeworth. The Bookings team leader is responsible for the day-to-day operations of the bookings team along with the management of waiting lists. The role will involve meeting service standards and theatre list utilisation whilst ensuring a prompt, professional, friendly, and courteous service for members of the public as well as internal and external service users contacting the hospital.
Duties include:
1. Managing all systems for receiving Inpatient bookings into the unit
2. Prioritising service demands and ensuring capacity is provided to meet demand
3. Ensuring that all Inpatient Booking forms are loaded into the system within 48 hours
4. Delivery of 80% activity booked at the start of each month
5. Booking of activity at least 6 weeks in advance
6. Ensuring all bookings targets are met and developing the business positively
7. Monitoring and taking action to improve Key Performance Indicators
8. Ensuring all patients are Pre-Authorised before attending Hospital
9. Providing an efficient service excelling in customer service on the telephone and face to face
10. Leading the team in ensuring all customers, both internal and external, have all required information in sufficient time
11. Developing training plans to ensure all team members are fully trained in all aspects of the booking process
12. Managing rotas, annual leave, and staff workloads
13. Providing HR management of staff
14. Monitoring and managing staff performance and ensuring they work to hospital policies and standard operating procedures
15. Being a point of escalation for staff and service users for designated areas of responsibility
16. Deputising for the Operational Managers at appropriate forums as needed
You will have great communication and interpersonal skills and will be able to demonstrate experience in leading a team. You will supervise the day-to-day activities of the team, build quality relationships, and provide a positive patient experience in line with expectation.
What you’ll bring with you:
1. Confidence in engaging with a variety of people particularly in a high-end setting
2. Excellent communication skills both face to face, over the phone, and in writing
3. Proven ability to make decisions and establish priorities under conflicting demands
4. Very organised, a good communicator with a high degree of computer literacy
5. The ability to successfully influence at all levels within the hospital
6. The ability to make decisions and use your initiative
7. A flexible and positive attitude
Candidates with the following experience would be ideal for the role:
1. Line Management Experience
2. Experience in working to KPI’s (Key Performance Indicators)
3. An excellent understanding of booking processes
4. Understanding and interpreting complex data
5. Proficient knowledge of Microsoft Outlook, Word, Excel, and Powerpoint
6. Previous use of Patient Administration System (PAS)
7. Experience in a healthcare environment
Benefits:
1. 25 Days Leave + Bank Holidays
2. Private Pension where Ramsay will match up to 5% after a qualifying period
3. Flexible shift patterns available where possible
4. Enhanced Competitive Parental Leave Policies
5. Private Medical Cover with option to add partner & dependants
6. Life Assurance (Death in Service) x3 base salary
7. Free Training and Development via the Ramsay Academy
8. Free Parking on site (where possible)
9. Subsidised staff restaurant (where possible)
10. Employee Assistance Programme
11. Cycle2Work scheme available, in partnership with Halfords
We are committed to equality of opportunity for all. This position is subject to an Enhanced DBS check.
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