Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
Our Access team have an exciting opportunity for a Radiology Booking Team Leader, providing supervision and leadership to the Radiology booking co-ordinators and Radiology receptionists within the Access team. The Post holder will be expected to cross cover with the other Team Leaders in the Access Team.
Applicants will have a minimum NVQ Level 3 in Customer Services/Business administration (or demonstrate within their application an equivalent level of previous experience). Applications should also demonstrate an understanding of RTT targets.
Pay banding subject to Agenda for Change evaluation
Main duties of the job
The successful candidate will be responsible for the provision of quality booking functions for a number of Radiology booking modalities, maintaining a high level of professionalism and credibility to the Trust whilst ensuring current local and national waiting time targets are achieved.
Job responsibilities
* The post holder will provide robust and successful leadership to guide and steer the team to achieve agreed targets and objectives, whilst ensuring all Trust policies and procedures are adhered to.
* The post holder will uphold current high levels of Customer Service in all areas, ensuring the Trust values and behaviours are upheld.
* The post holder will monitor all KPIs and targets relating to performance within the Access Team.
* The post holder will manage the capacity and demand of the workload to ensure correct staffing levels and skill mix at all times.
* The post holder will understand all the functions of the Radiology booking team and flex all services to deliver operational KPIs.
* Conduct regular call quality checks with all staff and feedback and document within personal development plan.
* Conduct regular system and information quality checks on all staff to ensure Trust policies and procedures are being adhered to.
* Maintain links with similar services to ensure the service follows best practice.
* The post holder will monitor data quality, ensuring accurate and timely data input.
* The post holder will ensure team meetings are held, and communications updated.
* The post holder will attend performance meetings and be accountable for utilisation and performance.
* To monitor and ensure the validation of PTLs (Patient Target Lists) for Access.
* The post holder will monitor, record, validate and investigate reports relating to radiology bookings.
* The post holder will be responsible for the recruitment of staff to the service and organise induction & training for all new staff.
* The post holder will be responsible for maintaining adequate staffing levels across booking teams within Access.
* The post holder will undertake and support all appraisal/personal development planning for all staff.
* The post holder will record and monitor sickness levels within the Access Team.
* The post holder will approve, record and monitor annual leave for the Access Team.
* Chair at staff meeting to convey departmental and organisational messages.
* The post holder will work closely with the ASMs in the Access Team.
* The post holder will act as expert for operational booking processes.
* The post holder will maintain stationery levels for the Access Teams.
* The post holder will provide advice, information and guidance to patients, relatives and Trust staff.
* The post holder will deal with complaints from patients, relatives and Trust staff.
* The post holder will support the ASM in organising and supporting the administration function of the team.
* The post holder will deputise for the ASM and cross cover for the Team Leader, Appointments as required.
* Any further duties required, appropriate to the level Job role.
Person Specification
Qualifications/Training
* Educated to GCSE Level or equivalent.
* ILM First Line Management or equivalent.
* Customer Services NVQ Level 3 - 4 or NVQ in Business Administration or Equivalent experience.
Experience
* An understanding of capacity management.
* An understanding of National and Local wait time targets (RTT Referral to Treatment).
* Ability to analyse and interpret data.
* Previous NHS experience.
* Previous experience of utilising hospital patient administration systems.
* Previous experience of booking processes.
Skills and Competencies
* Advanced keyboard skills.
* IT literate. Knowledge/proficiency in the use of varied computer programmes (Excel, Word & Outlook).
* ECDL or equivalent.
* Knowledge of National E-Referral System.
Knowledge (including specialist or technical knowledge required)
* Staff Management /Supervisory Experience.
* Knowledge of HR policies and procedures.
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.
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