Deputy Team Leader

Royal Papworth Hospital NHS Foundation Trust

The closing date is 02 March 2025

Job summary

The post holder will be responsible for supporting the day to day running of the Clinical Admin Booking team, including workload and staffing. The booking team is the first line of contact for majority of the patients who visit outpatients, day cases and inpatients each year. This role therefore impacts across the organisation in terms of reputation, service delivery and income. They will assist the Team Leader in liaising with management and clinical staff on capacity issues. They will also support the Team Leader with staff management duties for staff. The post holder is responsible for ensuring that basic and essential services are always met. They will ensure the work of the department is carried out to the required high standards of accuracy with a focus on the delivery of high-quality customer care.

The role includes communicating with patients over the telephone. It involves working within a multi-disciplinary team, including clinicians, managers and other administrative staff.

Main duties of the job

Monitor the Booking telephone queue system, coordinating the teams activities throughout the day; responding appropriately to demand and ensuring consistently high performance against call management KPIs.

Ensure the booking team are proactively reviewing and updating patients demographic details to ensure that full patient registrations takes place with the accurate recording of all data.

Ensure that appointments are allocated in a timely manner prioritising them to ensure that local and national targets are met. Reporting to senior managers where there are potential breaches or capacity shortfalls.

Ensure that all urgent and target graded referrals must be booked within the Trust target and national target turnaround times and escalation processes are followed where appropriate.

Take an active role in service improvement, reviews and audits.

Support the delivery of first appointment bookings made via eRS and ensure the booking team are following local processes when using the system.

Monitoring and acting to improve data quality (eg RTT and access plans).

To book a range of appointments using the hospitals administration system and communicate these with patients and clinical teams.

To support with the preparation and present data and reports required for weekly and monthly submissions required by the wider clinical administration team.

About us

Royal Papworth Hospital NHS Foundation Trust is the UK's leading heart and lung hospital, delivering care to more than 50,000 patients a year in its new state-of-the-art hospital in Cambridge. We perform the most heart and/or lung transplants in the UK and carried out the UK's first successful heart transplant in 1979. It also offers emergency heart attack treatment, sleep centre care and is one of just five centres nationally for those in severe respiratory failure.

Based on the Cambridge Biomedical Campus the largest centre of medical research and health science in Europe the Trust is at the heart of treatments of the future. Royal Papworth became the first hospital trust in the country to be rated outstanding in all five areas assessed by the Care Quality Commission - a rating it still holds today. The Trust holds its values of compassion, excellence & collaboration at its core, and all colleagues joining the team are expected to uphold these in their day-to-day roles & interactions. Royal Papworth is proud of its diverse workforce and encourages people to embrace their individuality.

The Trust values difference and welcomes all applications irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy & maternity, race, religion & belief, sex and sexual orientation. Providing they meet the minimum post criteria, applicants with disabilities will be offered an interview.

For a street view tour: https://royalpapworth.nhs.uk/virtual-tour

Date posted

21 February 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

175-2425-2-AD1135

Job locations

Kingfisher House, Huntingdon

Kingfisher Way, Hinchingbrooke Business Park

Huntingdon

Cambridge

PE29 6FH

Job description

Job responsibilities

On this page you will find a Role Profile which provides information about the hospital and full details about the role. We recommend that you review this and refer to it as you complete your application. Please include how you will meet the Trust Values Compassion, Excellence and Collaboration. If you would like more information about the role or working at Royal Papworth Hospital, please get in touch with the contact for this role.

Job description

Job responsibilities

Person Specification

Qualifications

Essential

Vocational Qualification at level 3 or equivalent.
European Computer Driving License (ECDL) or equivalent qualification or experience.

Experience

Essential

Previous experience of working in a patient facing environment.
Previous experience of using Microsoft Office Applications.
Previous experience of complex, non-routine and ongoing administration duties.
Previous experience in establishing effective office systems and developing effective processes.
Ability to produce reports and analyse data.
Previous experience of working in a customer facing role.
The ability to communicate basic or sensitive information to colleagues, patients and relatives.
The ability to pay close attention to detail in written and electronic communication and information storage.
The ability to work as part of a multi-disciplinary team to ensure high quality administrative support.
Able to organise, prioritise and adjust own workload in relation to the priorities of the department on a daily basis.
The ability to suggest & demonstrate changes to own practice.
Demonstrates personal duty of care in relation to the safe use of equipment and other resources.
Maintains the quality in own work.

Desirable

Previous experience of working in the NHS.
Previous experience in supervising staff.

Additional Criteria

Essential

Please provide evidence of your commitment to uphold the Trust's values: Compassion, Excellence, Collaboration.
Ability to treat all employee and other hospital information confidentially.
Recognition of factors in maintaining own and others health, safety and security.
Supportive of equality and values diversity.

Person Specification

Qualifications

Essential

Vocational Qualification at level 3 or equivalent.
European Computer Driving License (ECDL) or equivalent qualification or experience.

Experience

Essential

Previous experience of working in a patient facing environment.
Previous experience of using Microsoft Office Applications.
Previous experience of complex, non-routine and ongoing administration duties.
Previous experience in establishing effective office systems and developing effective processes.
Ability to produce reports and analyse data.
Previous experience of working in a customer facing role.
The ability to communicate basic or sensitive information to colleagues, patients and relatives.
The ability to pay close attention to detail in written and electronic communication and information storage.
The ability to work as part of a multi-disciplinary team to ensure high quality administrative support.
Able to organise, prioritise and adjust own workload in relation to the priorities of the department on a daily basis.
The ability to suggest & demonstrate changes to own practice.
Demonstrates personal duty of care in relation to the safe use of equipment and other resources.
Maintains the quality in own work.

Desirable

Previous experience of working in the NHS.
Previous experience in supervising staff.

Additional Criteria

Essential

Please provide evidence of your commitment to uphold the Trust's values: Compassion, Excellence, Collaboration.
Ability to treat all employee and other hospital information confidentially.
Recognition of factors in maintaining own and others health, safety and security.
Supportive of equality and values diversity.

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.