Job summary
* Previous applicants need not apply
To 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.
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.
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.
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.
About us
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.
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
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 Trusts Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
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.
Ensure all patients attending clinic have a completed outcome entered in CareFlow, Partial or manual.
Liaise with nursing teams to ensure on the day delays are accurately and efficiently communicated to patients in department.
Job description
Job responsibilities
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 Trusts Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
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.
Ensure all patients attending clinic have a completed outcome entered in CareFlow, Partial or manual.
Liaise with nursing teams to ensure on the day delays are accurately and efficiently communicated to patients in department.
Person Specification
Qualifications
Essential
- GCSE3 or above including Maths and English
- NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
- Evidence of formal management development
- Evidence of continuing professional development
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.ECDL qualification or other formal IT training / qualification
- Experience of managing projects
Knowledge
Essential
- Able to prioritise workload of self and others, and work without direct supervision.
- Able to act on own initiative and deal with nonroutine and sensitive issues.
- Demonstrate excellent management techniques and skills
- Demonstrate performance management across administrative teams
Desirable
- Use of PRINCE 2 software or other project management planning systems/tools
Person Specification
Qualifications
Essential
- GCSE3 or above including Maths and English
- NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
- Evidence of formal management development
- Evidence of continuing professional development
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.ECDL qualification or other formal IT training / qualification
- Experience of managing projects
Knowledge
Essential
- Able to prioritise workload of self and others, and work without direct supervision.
- Able to act on own initiative and deal with nonroutine and sensitive issues.
- Demonstrate excellent management techniques and skills
- Demonstrate performance management across administrative teams
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
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).
