Job summary
Join our Team as a Patient Transport Service Team Leader
Are you passionate about delivering exceptional patient care and driving operational excellence? The Patient Transport Service is offering an exciting opportunity for a Team Leader to play a pivotal role in supporting this high-profile Trust service.
As Team Leader, you will oversee the day-to-day delivery of non-emergency ambulance support for eligible inpatients and outpatients, while leading a dedicated administration team to ensure an efficient booking and eligibility assessment process. Your work will directly support discharge, transfer, and escalation pathways, collaborating closely with wards, clinical teams and clinical site practitioners to enable smooth patient flow across the hospital for our patients.
In this role, you will:
Lead and motivate your team, fostering a culture of excellence, inclusion and continuous improvement.
Ensure patients are assessed for eligibility in line with national guidance.
Work alongside the service's Nurse Clinical Assessor and Assistant General Manager to raise awareness of the eligibility based service amongst staff and patients.
Respond proactively to changing demands and operational challenges.
Contribute to service improvement initiatives and manage data effectively to support decision making.
Collaboratively work with our ambulance provider and management of their contract.
Main duties of the job
The Royal Marsden Non-Emergency Patient Transport Service provides eligible outpatients and inpatients with patient transport ambulance support. The service works in partnership with the Trust's ambulance contractor to delivery services within The Royal Marsden's patient transport service catchment areas.
The Team Leader is part of the operational management team and provides day-to-day operational leadership of the non-emergency patient transport service and management of the booking and assessment process and administrative team. The role holds first line escalation for key and critical inpatient and outpatient clinical pathways across the Trust to resolve operational issues and respond to concerns and complaints. They will ensure the provision of a high quality, effective and patient focused service is delivered to the Trust.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information please refer to the job description and personal specification
To have day to day decision making responsibility as first point of Trust escalation regarding patient transport issues and day to day responsibility for ensuring that the service meets the needs of its users and in the leadership and management of the administrative team.
To lead, support, and manage the work of the booking and assessment coordinators to ensure a high level of customer service is provided to patients in the delivery of the service.
To provide training and support to Trust staff regarding the Trust contract, KPIs, and service provision.
What we are looking for:
Proven experience in leading, managing and developing people, with a strong understanding of motivating teams, employee engagement and inclusion.
Excellent interpersonal, digital, organisational and prioritisation skills.
A proactive approach to problem solving and adaptability in a rapidly changing environment.
Confidence in handling data and supporting service improvement projects.
You'll be part of a supportive management team that values professional growth and encourages continuous development. This is a fantastic opportunity to make a real difference in patient care while advancing your leadership career within a dynamic and evolving service.
Job description
Job responsibilities
For further information please refer to the job description and personal specification
To have day to day decision making responsibility as first point of Trust escalation regarding patient transport issues and day to day responsibility for ensuring that the service meets the needs of its users and in the leadership and management of the administrative team.
To lead, support, and manage the work of the booking and assessment coordinators to ensure a high level of customer service is provided to patients in the delivery of the service.
To provide training and support to Trust staff regarding the Trust contract, KPIs, and service provision.
What we are looking for:
Proven experience in leading, managing and developing people, with a strong understanding of motivating teams, employee engagement and inclusion.
Excellent interpersonal, digital, organisational and prioritisation skills.
A proactive approach to problem solving and adaptability in a rapidly changing environment.
Confidence in handling data and supporting service improvement projects.
You'll be part of a supportive management team that values professional growth and encourages continuous development. This is a fantastic opportunity to make a real difference in patient care while advancing your leadership career within a dynamic and evolving service.
Person Specification
Skills Abilities/knowledge
Desirable
- Ability to use Royal Marsden Epic system.
- Report writing skills
Education/Qualifications
Essential
- Educated to degree level or equivalent.
Desirable
- Management qualification.
Experience
Essential
- Previous experience of effectively leading, managing and developing staff
- Ability to innovate and respond to change.
- Excellent interpersonal skills with ability to liaise and communicate effectively with multi-disciplinary team members
- Ability to initiate service changes within own and team's area of work.
- Experience of effectively managing challenging/conflict situations.
- Ability to handle sensitive information without compromising confidentiality or trust
- Experience of training and developing staff
- Ability to work under pressure
- Customer care and complaint management experience
Desirable
- Contract management experience.
- Evidence of good leadership qualities including ability to motivate others.
Skills Abilities/knowledge
Essential
- IT literate including spreadsheet analysis and managing data
- Excellent communication skills across the organisation and with a wide range of staff with differing levels of responsibility and different professional backgrounds
- Ability to make decisions, organise and prioritise a varied workload, to use own initiative and work unsupervised
- Ability to work pro-actively and co-operatively with senior management and clinical and admin staff
- Ability to maintain effectiveness and remain calm when under pressure, to cope with unexpected demands.
Other Requirements
Essential
- Able to work across sites and to be flexible to meet the needs of the role.
- Carry out all responsibilities associated with the role
- Collaborate effectively with colleagues across the Trust to ensure continuous service coverage.
Person Specification
Skills Abilities/knowledge
Desirable
- Ability to use Royal Marsden Epic system.
- Report writing skills
Education/Qualifications
Essential
- Educated to degree level or equivalent.
Desirable
- Management qualification.
Experience
Essential
- Previous experience of effectively leading, managing and developing staff
- Ability to innovate and respond to change.
- Excellent interpersonal skills with ability to liaise and communicate effectively with multi-disciplinary team members
- Ability to initiate service changes within own and team's area of work.
- Experience of effectively managing challenging/conflict situations.
- Ability to handle sensitive information without compromising confidentiality or trust
- Experience of training and developing staff
- Ability to work under pressure
- Customer care and complaint management experience
Desirable
- Contract management experience.
- Evidence of good leadership qualities including ability to motivate others.
Skills Abilities/knowledge
Essential
- IT literate including spreadsheet analysis and managing data
- Excellent communication skills across the organisation and with a wide range of staff with differing levels of responsibility and different professional backgrounds
- Ability to make decisions, organise and prioritise a varied workload, to use own initiative and work unsupervised
- Ability to work pro-actively and co-operatively with senior management and clinical and admin staff
- Ability to maintain effectiveness and remain calm when under pressure, to cope with unexpected demands.
Other Requirements
Essential
- Able to work across sites and to be flexible to meet the needs of the role.
- Carry out all responsibilities associated with the role
- Collaborate effectively with colleagues across the Trust to ensure continuous service coverage.
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.
