Job summary
An exciting leadership opportunity, the Patient Booking Hub Manager is accountable for the strategic development and operational delivery of the Trust Patients' Booking Hub, ensuring it meets the Trust objectives.
The role will be responsible for the delivery of an outpatient booking experience that is consistent; patient focussed and incorporates the best of available user-friendly technology and will have a vital role in the safe deployment of the new electronic patient record software in the summer of 2025.
The role will oversee the remaining transfer of identified directorate booking services into the Patients' Booking Hub.
Main duties of the job
The post holder will be accountable for the management of the Patients Booking Hub in its resilient delivery of agreed outpatient booking services in support of speciality operational plans.
The Patients Booking Hub Manager will work in partnership with the Connect EPR programme and Administrative Professionalisation (APP) Programmes to increase support, learning and development to administrative colleagues and provide a transparent career structure for administrative colleagues within the Patients' Booking Hub.
The post holder will drive a culture of continuous service improvement within the Patients' Booking Hub and work with the Assistant Chief Operating Officer to define future outpatient booking strategy. The Patients' Booking Hub Manager will also act as a deputy to the Deputy Chief Operating Officer in relation to Trust wide elective care issues within a delegated remit.
About us
You will be working for an organisation which values and respects all 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.
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated so whilst you care for our patients and clients, we'll take care of you. We offer many different ways of helping staff including career development opportunities, flexible working, good annual leave and pension schemes, health and wellbeing packages and financial support systems. Joining the Trust also allows you access to a number of saving options via our salary sacrifice schemes and a wide range of discount opportunities with retailers and service providers.
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.
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.
Person Specification
Qualifications
Essential
- A master's degree or a post-graduate qualification in management and/or able to demonstrate equivalent formal learning or work experience
- A first degree or equivalent qualification in a health or health management related area
Desirable
- Contact Centre management qualification (such as BTEC advanced professional diploma in contact centre management)
- Other relevant management qualifications
- Project Management training
Experience
Essential
- Experience of leading and managing a similar large operational service ideally within and Acute NHS or wider healthcare sector setting
- Experience of building a team and developing a strong customer service and continuous improvement culture
- Experience of leading and delivering large scale service improvement or change initiatives including service redesign, including business case writing and presentation
- Extensive staff recruitment and management experience, including workforce planning & line management responsibilities, including application of HR policies
- Experience of financial planning and monitoring of income and expenditure budgets, including the design and delivery of large cost improvement programmes
- Ability to negotiate and influence staff at all levels of seniority including immediate management, senior executive members and clinical teams
- Experience of leading the development and implementation of strategic service plans, including ability to translate complex data and information to clinical teams
- Experience of managing within a complex organisation and balancing multiple objectives successfully
Desirable
- Experience of managing elective services with in-depth knowledge and understanding of the implementation of an access policy ensuring delivery of quality and access standards
Further Training
Essential
- Demonstrable commitment to continuing professional development, proactively seeking out new formal and informal learning opportunities
Desirable
- Contact centre technology system training
Special Skills/Aptitudes
Essential
- Demonstrable leadership skills and the ability to motivate others and demonstrate honesty, integrity, fairness, tenacity and resilience
- A commitment to promoting equality and diversity in the workplace and in service delivery and development
- An ability and interest in coaching staff to improve performance, promote development and career progression
- Customer focussed, solution orientated and a tenacious approach to problem solving including an appetite to challenge the status quo
- Excellent organisational skills and an ability to prioritise an unpredictable workload with frequent disruption
- A clear understanding of confidentiality when dealing with matters relating to staff and patient information and data
- A detailed understanding of clinical and corporate governance
- Awareness of the national and regional strategic and policy environment and ability to translate this locally
- Ability to work flexibly across the PBH shift patterns and across our hospital sites
Person Specification
Qualifications
Essential
- A master's degree or a post-graduate qualification in management and/or able to demonstrate equivalent formal learning or work experience
- A first degree or equivalent qualification in a health or health management related area
Desirable
- Contact Centre management qualification (such as BTEC advanced professional diploma in contact centre management)
- Other relevant management qualifications
- Project Management training
Experience
Essential
- Experience of leading and managing a similar large operational service ideally within and Acute NHS or wider healthcare sector setting
- Experience of building a team and developing a strong customer service and continuous improvement culture
- Experience of leading and delivering large scale service improvement or change initiatives including service redesign, including business case writing and presentation
- Extensive staff recruitment and management experience, including workforce planning & line management responsibilities, including application of HR policies
- Experience of financial planning and monitoring of income and expenditure budgets, including the design and delivery of large cost improvement programmes
- Ability to negotiate and influence staff at all levels of seniority including immediate management, senior executive members and clinical teams
- Experience of leading the development and implementation of strategic service plans, including ability to translate complex data and information to clinical teams
- Experience of managing within a complex organisation and balancing multiple objectives successfully
Desirable
- Experience of managing elective services with in-depth knowledge and understanding of the implementation of an access policy ensuring delivery of quality and access standards
Further Training
Essential
- Demonstrable commitment to continuing professional development, proactively seeking out new formal and informal learning opportunities
Desirable
- Contact centre technology system training
Special Skills/Aptitudes
Essential
- Demonstrable leadership skills and the ability to motivate others and demonstrate honesty, integrity, fairness, tenacity and resilience
- A commitment to promoting equality and diversity in the workplace and in service delivery and development
- An ability and interest in coaching staff to improve performance, promote development and career progression
- Customer focussed, solution orientated and a tenacious approach to problem solving including an appetite to challenge the status quo
- Excellent organisational skills and an ability to prioritise an unpredictable workload with frequent disruption
- A clear understanding of confidentiality when dealing with matters relating to staff and patient information and data
- A detailed understanding of clinical and corporate governance
- Awareness of the national and regional strategic and policy environment and ability to translate this locally
- Ability to work flexibly across the PBH shift patterns and across our hospital sites
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).
