Job summary
We are seeking highly motivated individual to join our friendly Outpatient Management team to deliver first-class customer service to patients,support the Outpatients departments, across Lewisham Hospital, Queen Elizabeth Hospital and Bexleyheath and Greenwich Community sites.
The post holder will be responsible for the supervision of Outpatient rotational teams providing a first class one-stop shop appointments service for elective care to: GPs, health care professionals, patients and their representatives.
The post holder provide an excellent customer and administration service, delivering smooth, safe and high quality care to enable the trust to achieve key targets.
Main duties of the job
The post holder will work within an Outpatients environment supporting staff to provide an effective and efficient range of telephone, face to face and email services. Ensuring all patient and service queries are answered and dealt with in a prompt, polite and efficient manner, assisting staff with any complex administration tasks and support with difficult patient queries or complaints. The post holder will be responsible for overseeing staff performance and identifying any training needs within the department.
As such the post holder will be part of a team that incorporates booking outpatient appointments and dealing with patient queries relating to outpatient appointments and future appointments on the hospital (PAS) and the e-Referrals systems across Lewisham and Greenwich Trust including both acute and Community sites
The postholder will be expected to manage their own day to day responsibilities whilst overseeing the teams' workloads, escalating significant problems to the Outpatient Team Leaders.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
To supervise staff ensuring all interactions are in a courteous, professional and efficient manner.
To deal with difficult patient queries and complaints escalating to the Outpatient Assistant Service Managers as necessary.
Receive internal and external telephone queries with regard to all outpatient matters and referring to appropriate departments as necessary.
Responsible for inputting and extracting patient information via the Trust (PAS) systems and the e-Referrals system.
Responsible for maintaining and analysing reports and KPIs to improve the team performance.
Ensure all patient details are correctly and accurately entered on to the Trust (PAS) systems, and amend where necessary.
- To deal with all queries from patients and staff in a polite, professional and courteous manner.
- To record any messages clearly and accurately and deliver them promptly.
- To act in such a manner as to maintain and protect patient confidentiality at all times.
- To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
- To attend service Metric meetings to escalate any capacity issues raised by the Outpatients admin team if there are issues when the teams are booking outpatient appointments. Escalation will be to the relevant service manager in line with the 18-week RTT pathway and Access Policy.
- To photocopy or scan documents for the department as required.
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To participate in staff reviews and performance monitoring to achieve set targets.
To participate in the orientation and training of new and temporary staff as required.
To support the Outpatients Team Leaders with sickness management, mandatory training and recruitment.
To support the Outpatients management teams as required in any other reasonable requests
Job description
Job responsibilities
To supervise staff ensuring all interactions are in a courteous, professional and efficient manner.
To deal with difficult patient queries and complaints escalating to the Outpatient Assistant Service Managers as necessary.
Receive internal and external telephone queries with regard to all outpatient matters and referring to appropriate departments as necessary.
Responsible for inputting and extracting patient information via the Trust (PAS) systems and the e-Referrals system.
Responsible for maintaining and analysing reports and KPIs to improve the team performance.
Ensure all patient details are correctly and accurately entered on to the Trust (PAS) systems, and amend where necessary.
- To deal with all queries from patients and staff in a polite, professional and courteous manner.
- To record any messages clearly and accurately and deliver them promptly.
- To act in such a manner as to maintain and protect patient confidentiality at all times.
- To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
- To attend service Metric meetings to escalate any capacity issues raised by the Outpatients admin team if there are issues when the teams are booking outpatient appointments. Escalation will be to the relevant service manager in line with the 18-week RTT pathway and Access Policy.
- To photocopy or scan documents for the department as required.
-
To participate in staff reviews and performance monitoring to achieve set targets.
To participate in the orientation and training of new and temporary staff as required.
To support the Outpatients Team Leaders with sickness management, mandatory training and recruitment.
To support the Outpatients management teams as required in any other reasonable requests
Person Specification
Education & Professional Qualifications
Essential
- Good basic educational background
- GCSE English and Maths or equivalent
- NVQ Level 4 in Administration or customer service
Desirable
Experience
Essential
- Robust Customer Service in a range of settings experience
- Experience of supervising small teams
- Computer literacy and keyboard skills
- Willingness to develop computer skills
- Working to deadlines and targets
- NHS Experience
Desirable
- Knowledge of PAS
- Experience of MS word and Excel Spreadsheets
- Call Centre or Switchboard experience
Skills & Abilities
Essential
- Good verbal and written communication skills
- Ability to prioritise and manage multiple tasks
- Able to work independently and as a team member
- Ability to deal with sensitive issues appropriately
- Flexible approach to working hours
- Respect for confidentiality
Desirable
- Ability to plan and co-ordinate work
- Evidence of interacting with a wide range of people
- Innovative
Person Specification
Education & Professional Qualifications
Essential
- Good basic educational background
- GCSE English and Maths or equivalent
- NVQ Level 4 in Administration or customer service
Desirable
Experience
Essential
- Robust Customer Service in a range of settings experience
- Experience of supervising small teams
- Computer literacy and keyboard skills
- Willingness to develop computer skills
- Working to deadlines and targets
- NHS Experience
Desirable
- Knowledge of PAS
- Experience of MS word and Excel Spreadsheets
- Call Centre or Switchboard experience
Skills & Abilities
Essential
- Good verbal and written communication skills
- Ability to prioritise and manage multiple tasks
- Able to work independently and as a team member
- Ability to deal with sensitive issues appropriately
- Flexible approach to working hours
- Respect for confidentiality
Desirable
- Ability to plan and co-ordinate work
- Evidence of interacting with a wide range of people
- Innovative
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.
