This is a key role in the maintenance and effective delivery of daily operations of the Appointment Centre, ensuring compliance with Trust policies for Outpatients. The Appointment Centre offers a Trust-wide central booking service for patients to call and book, or cancel and rebook their appointments. It also helps to maintain appointment book templates.
The post holder is responsible and accountable for meeting key performance measures and supporting service development within the Appointment Centre team, including collating and producing regular performance reports. The post holder is responsible for building and maintaining relationships with Trust-wide stakeholders, ensuring patient-focused services are supported.
To deliver a robust and effective Appointment Services for the outpatient directorate by being responsible and accountable for meeting key performance indicators in the service delivery.
Regular collaboration with other services to ensure an efficient appointment services throughout the trust,
Providing line management support, leadership and guidance to the appointment services staff.
To continually improve and monitor processes and procedures of teams to ensure they are delivering an effective service and the teams remain competent and motivated.
To support the Operational Service Lead in delivering targets relating to elective recovery.
To build and maintain positive working relationships with colleagues across the trust ensuring agreed quality metrics are achieved consistently.
We employ more than 6,500 staff who deliver compassionate care from our two main hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, health centres and in patients’ homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.
We provide a range of services including urgent and emergency care; medical; surgical; maternity; gynaecology; critical care; children’s and young people’s services; end of life care and outpatient and diagnostic imaging services.
We provide community health services, including sexual health services in Calderdale from Calderdale Royal and local health centres. These include Todmorden Health Centre and Broad Street Plaza.
We continue to modernise and invest in our health services to build on our strong reputation. Foundation trusts are public leaders in improving quality in health services. They are part of the NHS – yet decisions about what they do and how they do it are driven by independent boards. Boards listen to their Council of Governors and respond to the needs of their members – patients, staff and the local community.
Foundation trusts provide what the health service wants, yet are also free to invest quickly in the changes to the local community needs, in striving to be the best, and in putting their patients first.
· To act as point of contact for the senior management team in reference to the day to day management and performance of the Appointment Centre.
· To provide line management support and leadership to the Appointment Centre
· To optimise team performance by ensuring all team members are competent and motivated and working effectively in line with trust standards and policies and Appointment centre Standard Operating Procedures (SOPs) and Quality standards.
· To delegate tasks appropriately to team members, to encourage their personal development and ensure effective use of departmental time, particularly during periods with low call volumes.
· To support the recruitment of staff including preparation of job descriptions, personal specifications, adverts and documentation required for submission for divisional approval of vacancies.
· To participate in recruitment panels for Appointment Centre posts
· To devise and regularly review staff rotas ensuring optimum cover for required operational hours and identifying areas of peak demand to maximise team and shift performance.
· Build, maintain and promote positive working relationships with colleagues across the trust with regards to the appointment centre, to ensure agreed quality measures are consistently met and the booking service operates effectively and efficiently for all involved. This will require a range of diplomacy, motivational and negotiating skills.
· To ensure that all staff are well informed of Trust, Divisional and local issues and have an opportunity to contribute ideas by applying Trust communication policies and developing local strategies.
· To regularly formulate, produce and present reports and recommendations for service development and performance improvement carrying out benchmarking as required.
· Work with colleagues and divisional teams to optimise appointment booking and template work.
· To oversee the budget for the Appointment Centre ensuring efficient use of resources and delivery of a balanced budget.
· To contribute to the annual CIP
· To ensure the prompt ordering and receipting of departmental supplies as needed.
· Developing and maintaining key departmental documents including SOPs and risk assessments.
· Help with maintaining trust appointment related systems (EPR, eRS) understanding and guiding team members in their use and liaising with internal and external support services to ensure their efficient functioning.
· To be responsible for ensuring updates of booking rules kept by the appointment centre for relevant specialities is completed in conjunction with service general manager and operational managers.
· To identify and escalate any untoward technological, telephony or other service-effecting issues to appropriate colleagues and support frontline staff in the event of unexpected software or telephony failure.
· To receive, investigate and respond to complaints where appropriate from patients and colleagues and process them within relevant deadlines, responding with tact and sensitivity.
· The post holder will support the General Manager and Operational Manager in ensuring that the directorate functions as an integral part of the division and contributes to achievement of divisional and trust wide objectives.
This advert closes on Thursday 16 Jan 2025
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