Job summary
Job Title: Patient Administration Team Leader
Hours per week: 22 hours hours per week
Perm/Fixed Term: Permanent
Salary: £26,530 - £29,114 per annum, pro rata
Closing Date: 29th November 2024
Interview Date: 16th December 2024
**This post may close early due to high numbers of applications,so you are advised to apply promptly. **
All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.
A great and friendly place to work, so bring your passion, commitment and expertiseand enjoy the opportunities to make a difference every day.
#JoinTeamEliot
Main duties of the job
To support the Patient Administration Manager with line management of allocated administration staff including recruitment and managing performance.
Undertake quality audits on patient administration and records to support the Patient Administration Manager as required.
Review outpatient clinic utilisation daily to ensure enough clinic capacity is available on Choose and Book and that gaps in both clinic are filled/adjusted where possible and escalate potential issues to the Patient Administration Manager when required.
Monitoring and maintaining the Medicine Directorate's Outpatients appointment bookings, rescheduling and cancellations ensuring all patients are treated within the 18 Week RTT guidelines and 2WW for cancer patients.
To support the Patient Administration Manager with outpatient clinical scheduling and supporting the admin team to set up on the Patient Administration System (Lorenzo) at least 2 months in advance.
- Escalate concerns within team to Patient Administration Manager.
- Identify training needs of the team through supervision and appraisals
- Provide support to Managers of the Trust, consultants, nursing staff and all departments in relation to waiting list initiative clinics
About us
Here at George Eliot our vision to'excel at patient care' takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:
Effective Open Communication
excellence and safety in everything we do
Challenge but support
Expect respect and dignity
Local health that inspires confidence
Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, in house training and development, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.
Job description
Job responsibilities
To support the Patient Administration Manager with line management of allocated administration staff including recruitment and managing performance.
Under the direction of the Patient Administration Manager, review and update the departments standing operating procedures.
Provide a first-class response to patient enquiries in a timely manner via phone or Email.
To be responsible for the smooth running of the department on a day to day basis.
The post holder will be the first point of contact for any issues with patients and staff. This requires a wide range of communication skills including receiving complex information, strong motivational and negotiating skills and the ability to remain calm and think logically to resolve an issue.
Ensure patient records are well maintained and information recorded accurately and updated with most up to date contact information.
Ensure all correspondence, reports, and test results are actioned accordingly and scanned into the patient record in an efficient and timely manner.
Booking and rebooking clinic appointments.
Booking appointments within national and local KPIs whilst managing patient expectations around choice.
Special RequirementsSitting for lengthy periods using a VDU system
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Job description
Job responsibilities
To support the Patient Administration Manager with line management of allocated administration staff including recruitment and managing performance.
Under the direction of the Patient Administration Manager, review and update the departments standing operating procedures.
Provide a first-class response to patient enquiries in a timely manner via phone or Email.
To be responsible for the smooth running of the department on a day to day basis.
The post holder will be the first point of contact for any issues with patients and staff. This requires a wide range of communication skills including receiving complex information, strong motivational and negotiating skills and the ability to remain calm and think logically to resolve an issue.
Ensure patient records are well maintained and information recorded accurately and updated with most up to date contact information.
Ensure all correspondence, reports, and test results are actioned accordingly and scanned into the patient record in an efficient and timely manner.
Booking and rebooking clinic appointments.
Booking appointments within national and local KPIs whilst managing patient expectations around choice.
Special RequirementsSitting for lengthy periods using a VDU system
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Person Specification
Experience and Knowledge
Essential
- Working in a senior administrative or supervisory role
- Experience in a customer facing role
- Decision making and resolving complex work related issues
- Working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel
- Excellent understanding of general office working procedures
Desirable
- Awareness of current issues within the NHS
Skills and Abilities
Essential
- Excellent organisational skills
- Good presentation skills
- Strong leadership skills
- Able to supervise staff on a daily basis
- Sound decision making skills
- Excellent level of verbal and written communication
- Able to demonstrate good persuasion and influencing skills
- Able to use judgement and initiative to provide information and support
- Able to apply tact and sensitivity to establish trust and confidence
- Empathetic approach to managing and resolving enquiries
- Able to manage difficult and distressing situations effectively
- Able to analyse problems and initiate appropriate solutions effectively
Personal Qualities
Essential
- Able to work using own initiative
- Able to work as part of a team
- Able to collaborate with others
- Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment and be able recognise when to escalate to appropriate manager
- Excellent attention to detail and accuracy
- Positive and flexible approach to work
- Understands limits of own responsibilities
Other
Essential
- Occupational Health clearance
- Good attendance in line with Trust Managing Attendance Policy
- Reliable and punctual with flexible attitude towards working hours to meet service needs
Trust Values
Essential
- Effective Open Communication
- Excellence and safety in all that we do
- Challenge but support
- Expect respect and dignity
- Local healthcare that inspires confidence
Person Specification
Experience and Knowledge
Essential
- Working in a senior administrative or supervisory role
- Experience in a customer facing role
- Decision making and resolving complex work related issues
- Working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel
- Excellent understanding of general office working procedures
Desirable
- Awareness of current issues within the NHS
Skills and Abilities
Essential
- Excellent organisational skills
- Good presentation skills
- Strong leadership skills
- Able to supervise staff on a daily basis
- Sound decision making skills
- Excellent level of verbal and written communication
- Able to demonstrate good persuasion and influencing skills
- Able to use judgement and initiative to provide information and support
- Able to apply tact and sensitivity to establish trust and confidence
- Empathetic approach to managing and resolving enquiries
- Able to manage difficult and distressing situations effectively
- Able to analyse problems and initiate appropriate solutions effectively
Personal Qualities
Essential
- Able to work using own initiative
- Able to work as part of a team
- Able to collaborate with others
- Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment and be able recognise when to escalate to appropriate manager
- Excellent attention to detail and accuracy
- Positive and flexible approach to work
- Understands limits of own responsibilities
Other
Essential
- Occupational Health clearance
- Good attendance in line with Trust Managing Attendance Policy
- Reliable and punctual with flexible attitude towards working hours to meet service needs
Trust Values
Essential
- Effective Open Communication
- Excellence and safety in all that we do
- Challenge but support
- Expect respect and dignity
- Local healthcare that inspires confidence
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).
