Booking Centre Assistant Manager

Job description

Job responsibilities

Take responsibility for ensuring the Trust meets all national and local access targets for Booking Centre services.

Inform the Booking centre Manager of any probable breaches and agree further plans to eliminate these.

Develop access plans for any patient at risk of breach, and ensure plans are communicated to and agreed with all relevant staff.

Ensure that patients are booked in accordance with clinical priority and length of wait, and that as a minimum; patients are booked 6 weeks before maximum wait date.

To support the Services to ensure that high standards of administration and data quality are achieved at all times, and any training needs highlighted.

To be responsible for the day-to-day management of all waiting lists.

To attend weekly PTL meeting along with the Supervisors

To be responsible for auditing the Booking Centre waiting list in line with the Trust Elective Access Policy.

To be responsible for ensuring regular routine validation occurs in accordance with best practice to ensure the Booking Centre waiting list is 'clean' at all times.

Participate in the assessment of capacity and demand within the Trust, identifying any imbalance within the system and agreeing action plans for resolution.

Develop further plans and ideas for meeting patient access targets.

To be familiar with HR policies and procedures within the Trust and to ensure that good practice in recruitment, appraisal, performance management and other policies are maintained.

To provide expert analysis by using a variety of appropriate query tools (e.g. Access, Excel) for monitoring and forecasting purposes ensuring information is accurate and up to date, including investigation and resolution of data queries and problems.

To lead on specified areas of the performance & reporting agenda to provide operational and management reports. This will involve working closely with colleagues within that area and the wider team.

The post holder must at all times maintain patient confidentiality.

Provide daily leadership and management to a team of Booking Supervisors, addressing informal disciplinary matters, managing performance, and overseeing sickness management.

Person Specification

Knowledge and Qualifications

Essential

• Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment.
• Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.

Desirable

• NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.

Education/Qualifications

Essential

• GCSE English Language & Maths (or equivalent) at grade C or above A level education.

Desirable

• Experience

Experience

Essential

• Experience of manging/supervising a team and effective staff management.
• Experience of working in a busy and demanding customer/patient-facing role
• Experience of working in a multi-disciplinary team
• Experience of working in a non-routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise
• Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.

Desirable

• Previous NHS experience, or experience of working in a healthcare setting. Experience in change management and implementation of new processes

Skills/abilites

Essential

• Strong communication skills including the ability to relate and communicate with patients and staff at all levels and from different professions.
• Excellent organisational and interpersonal skills Ability to manage difficult situations with tact and diplomacy
• Excellent organisational and administrative skills Ability to work effectively and harmoniously within a team structure
• Ability to successfully supervise a team in a service
• Excellent computer literacy, ability to use MSWord and Excel to a high standard Ability to manage deadlines and within resources Ability to prioritise own and others workloads
• Appropriate assertiveness skills, proven negotiating skills and an ability to formulate & verbalise views

Personal qualities

Essential

• Commitment to delivering patient-centred services
• Ability to use own initiative / self-motivated
• Treats all people equally and with respect
• Ensures personal, and professional behaviour and integrity at all times.

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.

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

Moorfields Eye Hospital NHS Foundation Trust

162 City Road | London | EC1V 2PD

London

EC1V 2PD

Employer's website

https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)