Job Overview The postholder will work within the Trust’s Outpatient Booking Centre, providing essential support to the management team in relation to outpatient booking services. The postholder will manage and operate the partial or full-booking process for identified outpatient specialties, ensuring patients booked into appointments within local, regional and national outpatient access targets including RTT. To monitor progress of team members and ensure that booking processes are adhered to Main duties of the job Be responsible for the operational management of a given team of administration staff in the Outpatient Booking Team To work as part of a team ensuring that patients are booked efficiently. Be involved in the recruitment of new staff Be involved in the initiation and subsequent training of newly appointed staff. Undertake staff appraisals in conjunction with the management team to identify development and training needs. Attend regular meetings with Outpatient Booking team staff : to information is cascaded Customer Service To ensure that patients/caller needs are met wit To deal sympathetically with distressed patients, including difficult conversations with patients and carers. To deal with patient complaints and signpost where appropriate. Waiting List Management To manage data alongside the management team identifying issues with capacity using relevant Trust IT systems To liaise with GP practices to retrieve missing referrals or gain additional information To Cross-cover Other Specialties As Required To retrieve and update information on the Trust’s computer systems, including ERS. This will include updating revised admission dates, and any change to the patients demographic details, name address GP etc. Be aware of and ensure correct booking processes are being followed e.g. direct booking/partial booking. Working for our organisation At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centred care we pride ourselves on. We are proud to be in the top 20 best hospitals to work for in the country. We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger. A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential. We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research. Detailed Job Description And Main Responsibilities Please find attached to the vacancy a detailed person specification and job description for further information about this role. Person specification Essential Essential criteria Knowledge and Experience Demonstration of recent experience in customer / patient focused environment Experience of working in fast paced environment Desirable criteria Specific skills Previous line management experience Ability to prioritise own workload Essentail Essential criteria Effective team member Ability to communicate sensitively at all levels Desirable criteria Experience of diary management or scheduling Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Documents to download Team Leader (PDF, 200.4KB) Team Leader (PDF, 160.6KB) Join the RUH (PDF, 1.1MB) Further details / informal visits contact Name Joanna La Bouchardiere Job title Deputy Outpatient Manager Email address joanna.labouchardierenhs.net Telephone number 01225821675