Job summary
This is an exciting opportunity within the new Patient's Booking Hub Management Team.
The Patients Booking Hub will bring together the best in outpatient appointment booking practice from around the existing Trust departments. The development of the Patients' Booking Hub supported by innovative technology will ensure patients receive a high-quality experience when contacting the hospital about their appointments. Supported by innovative technology, this post will support the daily delivery of a consistently high-quality patient experience.
This post will be key in the day-to-day management of the Patients' Booking Hub. You will work closely with our partner directorates and the Patients' Booking Hub Supervisor. You will ensure that work is planned for your team; your staff are trained and are competent in the delivery of their roles.
Based in a refurbished facility that is 4 years old, it hopes to offer staff a fantastic working environment and the opportunity to be involved in the innovation and evolution of the Patients' Booking Hub.
Main duties of the job
Provide day to day leadership to all Band 2 staff within the Patients' Booking Hub.
Represent the Patients' Booking Hub in a professional manner at all times.
Be the first point of contact for Band 2 staff within the Patients' Booking Hub seeking guidance or support with daily tasks.
Be the first point of contact for directorates to discuss day to day routine queries relating to the core business of the contact Patients' Booking Hub.
Plan the daily workload of the team ensuring work is varied and staff are discharging the full range of the duties within their role.
Oversee the daily workflow of the team ensuring tasks are completed in a timely manner and daily checklists signed off and returned to the Coordinator.
About us
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
The Patients Booking Hub work to a shift pattern on a rota published at least 8 weeks in advance, please see below:
5 x 7.5 hour shifts per week on a rota of which:
- 1 x shift will be an early shift of 07:30-15:30
- 1 x shift will be a late shift of 12:00 20:00
- 3 x shift will be between either: 08:0016:00, 08:3016:30, 09:00-17:00
- 1 x 6 hour Saturday shift per month with a day off in the same week preceding
and an additional and 30 minutes on 3 of the other 4 shifts in the preceding week to make it 37.5 hours.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
The Patients Booking Hub work to a shift pattern on a rota published at least 8 weeks in advance, please see below:
5 x 7.5 hour shifts per week on a rota of which:
- 1 x shift will be an early shift of 07:30-15:30
- 1 x shift will be a late shift of 12:00 20:00
- 3 x shift will be between either: 08:0016:00, 08:3016:30, 09:00-17:00
- 1 x 6 hour Saturday shift per month with a day off in the same week preceding
and an additional and 30 minutes on 3 of the other 4 shifts in the preceding week to make it 37.5 hours.
Person Specification
Qualifications
Essential
- GCSE Maths and English grade C (or equivalent) or equivalent experience
- NVQ L3 in Administration / Customer Service or Team Leading, or equivalent qualification or demonstrable experience
Desirable
Experience
Essential
- Experience of working in an operational service providing customer service to internal or external business partners and the public
- Experience of leading, motivating and monitoring the performance of a team
- Experience of planning, allocating and prioritising a team's workload
- Experience of working in partnership with other departments.
- Experience of meeting objectives to deadlines personally and through a team.
- Experience of providing 1 to 1 training.
- Experienced if acting as a super user of an IT system.
Desirable
- Experience of interacting with patients in a contact centre environment.
- NHS patient administration experience in an outpatient setting.
- Knowledge of medical terminology
Further Training
Desirable
- Contact centre technology system training
Special Skills/Aptitudes
Essential
- Exceptional Interpersonal and customer care skills
- Effective leader and motivator of staff
- Customer focussed and solution orientated when problem solving.
- Demonstrable self-awareness, an understanding of impact on others and an ability to manage self and maintain professional conduct in sometimes difficult and challenging situations
- Flexible and adaptable approach
- Ability to organise and prioritise own workload and that of a team
- The ability to discuss sensitive issues and demonstrate empathy with patients and staff
- Excellent verbal and written communication skills to ensure patients staff are always well informed.
- Excellent ICT skills and an interest in adopting new technology to improve the patient experience technology
Other Factors
Essential
- Flexibility - to work shifts in the Patients' Booking Hub and work across sites as and when required.
Person Specification
Qualifications
Essential
- GCSE Maths and English grade C (or equivalent) or equivalent experience
- NVQ L3 in Administration / Customer Service or Team Leading, or equivalent qualification or demonstrable experience
Desirable
Experience
Essential
- Experience of working in an operational service providing customer service to internal or external business partners and the public
- Experience of leading, motivating and monitoring the performance of a team
- Experience of planning, allocating and prioritising a team's workload
- Experience of working in partnership with other departments.
- Experience of meeting objectives to deadlines personally and through a team.
- Experience of providing 1 to 1 training.
- Experienced if acting as a super user of an IT system.
Desirable
- Experience of interacting with patients in a contact centre environment.
- NHS patient administration experience in an outpatient setting.
- Knowledge of medical terminology
Further Training
Desirable
- Contact centre technology system training
Special Skills/Aptitudes
Essential
- Exceptional Interpersonal and customer care skills
- Effective leader and motivator of staff
- Customer focussed and solution orientated when problem solving.
- Demonstrable self-awareness, an understanding of impact on others and an ability to manage self and maintain professional conduct in sometimes difficult and challenging situations
- Flexible and adaptable approach
- Ability to organise and prioritise own workload and that of a team
- The ability to discuss sensitive issues and demonstrate empathy with patients and staff
- Excellent verbal and written communication skills to ensure patients staff are always well informed.
- Excellent ICT skills and an interest in adopting new technology to improve the patient experience technology
Other Factors
Essential
- Flexibility - to work shifts in the Patients' Booking Hub and work across sites as and when required.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
