Job summary
An exciting opportunity has arisen in Outpatients to support develop and maintain an effective, friendly and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, continually improve service delivery liaising with key stakeholders through effective staff and process management and control.
You will lead on the day to day running of your assigned unit, supporting the Operational Lead to delivery key performance indicators and service developments.
In liaison with the Administration Lead, responsible for ensuring the appropriateness of the services and that the performance management requirements of the Trust are met. In particular Patient Experience, financial expenditure targets, cost control, quality and activity targets.
And to be an advocate of Patient Experience across Outpatients departments, delivering the highest quality service to every patient and by putting the patient at the heart of everything we do.
You will lead on the day to day running of your assigned unit, supporting the Operational Lead to delivery key performance indicators and service developments.
Main duties of the job
Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment.
Responsible for the standard and quality of the Outpatient Administration,requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trust's Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trust's Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
Manage follow up patient wait list for service by validating the "Validation tool" completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame.
Liaise with nursing teams to ensure on the day delays are accurately and efficiently communicated to patients in department.
About us
We will expect your values and behaviours to reflect the STAR Values of the organisation:
Service - We will put our patients first
Teamwork - We will work together
Ambition - We will aspire to provide the best service
Respect - We will act with integrity
Job description
Job responsibilities
Responsible for induction, training and development of all administration staff, identifying training needs and developing plans to ensure staff knowledge and skills remain at the appropriate level to deliver the expected standards for their roles.
Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a smile at all times.
Operationally responsible for day to day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.
Ensure all patients attending clinic have a completed outcome entered in CareFlow, Partial or manual.
In conjunction with the Administration Lead, responsible for ensuring staff performance is maximised by working on innovations, efficiency savings and service changes.
Developing team morale and motivation through effective communicated both up and down the management structure.
Maintaining accurate records of administration staff for annual leave, sickness, one to one meetings, appraisals and mandatory training.
Representing Outpatient Services by providing a high quality Patient Experience for patients attending Outpatient areas at all times at all points of contact, acting as first point of contact for any enquiries from patients, staff, service users and any external agencies such as GPs or residential homes.
Assisting with implementation of service redesign and change management, focusing on a patient centred approach to delivery, liaising with the Administration Lead and Clinical Services Manager to support and contribute to improving and developing Outpatient Services.
Assisting with workforce reviews and implementing plans to reflect changes in short and long term service needs.
Responsible for establishing and maintaining excellent communication with key working partners across departments and divisions. Ensuring that their needs and views are taken into account in the planning and monitoring of departments activities.
Responsible for policy implementation for the Outpatient Administration services.
Responsible for monitoring compliance with information governance and other mandatory policies relating to administrative work.
Deal sensitively with patients face to face and on the telephone, especially when dealing with issues of a highly sensitive nature. Support and calm patients who are anxious and complaining about the service they have received, ensuring that all barriers (patients who are hard of hearing/patients who do not have English as their first language) are overcome and that patients are not left anxious or distressed.
Communicate effectively to persuade and influence senior clinical staff to support required objectives
Responsible for coordinating outpatient patient information and clinic documentation, using patient and staff feedback to ensure information and literature is accurate and appropriate.
Follow all relevant departmental Standard Operating Procedures on all functions and tasks related to this role.
Take responsibility for informing your line manager, departmental managers or senior managers of any concerns you have regarding workload or timescales to complete your work.
Follow Trust policy on IT usage, information governance and patient confidentiality, ensuring all patient or person identifiable information is collected, securely filed or disposed of daily and appropriately.
Provide cover for colleagues (of the same band or lower band) by being flexible to work at other areas of the Outpatient departments (including booking centre and medical records) at short/planned notice
Responsible for effective communication between inter-disciplinary teams so that there is a smooth and timely flow of accurate information.
Support the training of colleagues in outpatient processes and procedures, and help to induct new employees to your teams/departments.
Job description
Job responsibilities
Responsible for induction, training and development of all administration staff, identifying training needs and developing plans to ensure staff knowledge and skills remain at the appropriate level to deliver the expected standards for their roles.
Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a smile at all times.
Operationally responsible for day to day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.
Ensure all patients attending clinic have a completed outcome entered in CareFlow, Partial or manual.
In conjunction with the Administration Lead, responsible for ensuring staff performance is maximised by working on innovations, efficiency savings and service changes.
Developing team morale and motivation through effective communicated both up and down the management structure.
Maintaining accurate records of administration staff for annual leave, sickness, one to one meetings, appraisals and mandatory training.
Representing Outpatient Services by providing a high quality Patient Experience for patients attending Outpatient areas at all times at all points of contact, acting as first point of contact for any enquiries from patients, staff, service users and any external agencies such as GPs or residential homes.
Assisting with implementation of service redesign and change management, focusing on a patient centred approach to delivery, liaising with the Administration Lead and Clinical Services Manager to support and contribute to improving and developing Outpatient Services.
Assisting with workforce reviews and implementing plans to reflect changes in short and long term service needs.
Responsible for establishing and maintaining excellent communication with key working partners across departments and divisions. Ensuring that their needs and views are taken into account in the planning and monitoring of departments activities.
Responsible for policy implementation for the Outpatient Administration services.
Responsible for monitoring compliance with information governance and other mandatory policies relating to administrative work.
Deal sensitively with patients face to face and on the telephone, especially when dealing with issues of a highly sensitive nature. Support and calm patients who are anxious and complaining about the service they have received, ensuring that all barriers (patients who are hard of hearing/patients who do not have English as their first language) are overcome and that patients are not left anxious or distressed.
Communicate effectively to persuade and influence senior clinical staff to support required objectives
Responsible for coordinating outpatient patient information and clinic documentation, using patient and staff feedback to ensure information and literature is accurate and appropriate.
Follow all relevant departmental Standard Operating Procedures on all functions and tasks related to this role.
Take responsibility for informing your line manager, departmental managers or senior managers of any concerns you have regarding workload or timescales to complete your work.
Follow Trust policy on IT usage, information governance and patient confidentiality, ensuring all patient or person identifiable information is collected, securely filed or disposed of daily and appropriately.
Provide cover for colleagues (of the same band or lower band) by being flexible to work at other areas of the Outpatient departments (including booking centre and medical records) at short/planned notice
Responsible for effective communication between inter-disciplinary teams so that there is a smooth and timely flow of accurate information.
Support the training of colleagues in outpatient processes and procedures, and help to induct new employees to your teams/departments.
Person Specification
Qualifications
Essential
- GCSE's or above including Maths and English
- NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
- Evidence of continuing professional development
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, case note tracking, patient transport system
Desirable
- ECDL qualification or other formal IT training / qualification
- Project management training, e.g. PRINCE 2
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment
- Evidence of successful staff management including performance, recruitment, training and absence management
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
Desirable
- Past experience of working in an area specialising in healthcare appointment making
- Experience of managing projects
Knowledge
Essential
- Experience of managing projects
- Able to act on own initiative and deal with non routine and sensitive issues
- Demonstrate excellent management techniques and skills
- Demonstrate performance management across administrative teams
- Demonstrate excellent computer skills in Excel and Word including accurate typing
Desirable
- Use of PRINCE 2 software or other project management planning systems/tools
Person Specification
Qualifications
Essential
- GCSE's or above including Maths and English
- NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
- Evidence of continuing professional development
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, case note tracking, patient transport system
Desirable
- ECDL qualification or other formal IT training / qualification
- Project management training, e.g. PRINCE 2
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment
- Evidence of successful staff management including performance, recruitment, training and absence management
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
Desirable
- Past experience of working in an area specialising in healthcare appointment making
- Experience of managing projects
Knowledge
Essential
- Experience of managing projects
- Able to act on own initiative and deal with non routine and sensitive issues
- Demonstrate excellent management techniques and skills
- Demonstrate performance management across administrative teams
- Demonstrate excellent computer skills in Excel and Word including accurate typing
Desirable
- Use of PRINCE 2 software or other project management planning systems/tools
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).
Employer details
Employer name
Great Western Hospitals NHS Foundation Trust
Address
The Great Western Hospital 3rd Floor Wren Unit
Marlborough Road
Swindon
SN3 6BB
Employer's website
https://www.gwh.nhs.uk/ (Opens in a new tab)
