Job summary
This is a key post in the Trust with responsibility for organisation and co-ordination and provision of Admin/Clerical services to provide the Main Outpatient Department, Radiology, TIMS, The Community Diagnostic Centre and some Community clinics.
You will be responsible for the day to day supervision of the Referral & Booking Management clerical staff in all activities relating to the provision and maintenance of the Outpatient Clinic Service ensuring maximum efficiency in the delivery of a customer focused service.
The Referral & Booking Management Centre is a centralised booking team for Gateshead Hospitals. We work to continually develop staff and embrace new ways of working. We are approachable , listen, respond and support each other and value the contribution of others both within the department and across our organisation.
To take the lead role within the Referral & Booking Management Centre for organising staff availability for all areas, taking the initiative to problem solve alerting the Manager or assistant to any difficulties in staffing levels.
The successful post holder will be required to be flexible as service needs develop and change, it is expected that the successful post holder is flexible to meet the needs of the service including working weekends and evenings between the hours of 8am until 8pm.
Main duties of the job
- Implement quality standards and methods of monitoring.
- Supervise the daily activities undertaken by staff based in the Referrals and Booking Management Centre.
- Ensure that an effective and efficient service is provided to meet the needs of departmental customers and staff.
- Routinely provide statistical information.
- Ensure compliance with all Trust Policies and Procedures.
- Provide assistance and support to the Manager and Asst Manager.
- Provide supervisory cover for all other Team Leaders in their absence.
- Scheduling of Clinics on various systems.
- Engage with Trust and departmental projects including digital ways of working.
About us
Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.
Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.
We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.
Our values should be the 'golden thread' which runs through everything we do - they are the core of who we are. Our five values can easily be remembered by the simple acronymICORE; Innovation, Care, Openness, Respect, Engagement.
We have a number of staff networks including the BAME network, D-Ability network, LGBTQ+ Network and the Women's Network, to challenge us and help us to constantly improve. Our armed forces network is one of our emerging networks.
The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our 'Balance' programme balancegateshead.com to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.
Job description
Job responsibilities
- Supervision and day to day support of staff working in the Referrals and Booking Management Centre.
- Maintenance of personal files including holiday rotas and recording and monitoring staff sickness.
- Provide supervisory cover for other Team Leaders in their absence.
- Liaise closely with key staff including OPD, Endoscopy, TIMS and community Admin Managers and Assistants, Consultant Medical staff, Medical Secretaries, Directorate Service Managers, Ward staff, Pre-Assessment staff and Information staff.
- Undertake any other duties appropriate to the grade, at the request of the Department Manager.
- To record and monitor sickness absence in line with the Trusts Sickness Absence Policy and inform Manager of any problems.
- Undertake the annual CONTACT appraisals and six monthly reviews for all identified staff and ensure that personal development plans and appropriate training is provided.
- To participate in the recruitment and selection of new staff.
- To ensure clerical staff adhere to all Trust Policies and Procedures.
- Act upon own initiative with regard to issues/problems/trends relating to the day to day running of the service, reporting to Manager as appropriate.
- To monitor stationery stock levels and ensure adequate levels are maintained.
- Co-ordinate the daily operational activities relating to the department to ensure the provision of all clinic documentation and appointment letters.
- To undertake the lead role in organising staff availability for the Referrals and Booking Management Centre, , taking the initiative to problem solve alerting the Manager to any difficulties in staffing levels.
- Liaise closely on a regular basis with the multi-disciplinary teams to ensure effective clinic organisation, eg, clinic formats.
- Lead upon and initiate audits to ensure standards are met and developments implemented to improve services.
- Work closely and support the cohort of team leads in relation to induction & training of new staff.
Service Development
- Participate within the introduction of new processes.
- Provide the lead on establishing a patient orientated environment.
- To lead upon and participate in the introduction of change to meet the requirements of all National and Local targets, the Governments Modernisation Agenda and e-RS.
- To monitor and ensure day to day patient clinic flow to ensure delivery of an efficient and effective service to identify and report to the Manager any issues that would impact on service delivery.
- Act upon own initiative with regard to issues/problems/trends relating to the day to day running of the service, reporting to the Manager as appropriate
Data/Waiting List Management
- Ensuring patients selected for admission are contacted in accordance with the Trust Inpatient/Outpatient Policy.
- Supervise and manage the implementation of Partial Booking and e-RS processes in accordance with the Trusts Inpatient & Outpatient Policy.
- Collect and submit data on cancelled sessions to the Information Department to produce Trust reports.
- Liaise with Directorate Service Managers upon cancelled sessions and late starts.
- Monitor Waiting List reports for each Consultant on a monthly basis to ensure that patients are being selected in accordance with Consultant prioritisation and the Trusts waiting time targets.
- Establish and update procedures to ensure waiting lists are managed effectively in accordance with latest guidance and the Trusts Inpatient and Outpatient policy.
- Ensure patients waiting more than Trusts current waiting time targets are identified to Directorate Managers for further action.
- Implement effective systems for the safe custody, retrieval, confidentiality and proper maintenance of all health records and for their disposal in accordance with Trust Policy and legal guidance.
- To encourage the promotion of quality within the department by implementing agreed quality standards.
- To ensure staff adhere to identified standards, procedures and processes, to achieve national and local targets.
- To identify and update all guidance notes and booking rules.
- To ensure that standards and procedures relating to the computerised Patient Administration System (PAS) are updated and maintained.
- Monitor and adhere to the Trusts recommendations relating to Your Guide to the NHS and Local/National requirements and ensure all staff understand their role.
- Ability to communicate effectively with staff at all levels.
- Previous supervisory experience.
- Excellent leadership skills with the ability to motivate staff.
- The ability to carry out review of services, identify change required and implement recommendations.
- Flexible approach to hours of work.
- Commitment to staff training and development.
- NHS experience.
- The ability to interact effectively at all levels of the organisation as well as with members of the public.
- The ability to lead a team.
- Proactive approach.
- Calm disposition.
- Excellent negotiating skills.
- Knowledge of guidance on management waiting lists.
- Thorough knowledge of PAS & e-RS systems.
Job description
Job responsibilities
- Supervision and day to day support of staff working in the Referrals and Booking Management Centre.
- Maintenance of personal files including holiday rotas and recording and monitoring staff sickness.
- Provide supervisory cover for other Team Leaders in their absence.
- Liaise closely with key staff including OPD, Endoscopy, TIMS and community Admin Managers and Assistants, Consultant Medical staff, Medical Secretaries, Directorate Service Managers, Ward staff, Pre-Assessment staff and Information staff.
- Undertake any other duties appropriate to the grade, at the request of the Department Manager.
- To record and monitor sickness absence in line with the Trusts Sickness Absence Policy and inform Manager of any problems.
- Undertake the annual CONTACT appraisals and six monthly reviews for all identified staff and ensure that personal development plans and appropriate training is provided.
- To participate in the recruitment and selection of new staff.
- To ensure clerical staff adhere to all Trust Policies and Procedures.
- Act upon own initiative with regard to issues/problems/trends relating to the day to day running of the service, reporting to Manager as appropriate.
- To monitor stationery stock levels and ensure adequate levels are maintained.
- Co-ordinate the daily operational activities relating to the department to ensure the provision of all clinic documentation and appointment letters.
- To undertake the lead role in organising staff availability for the Referrals and Booking Management Centre, , taking the initiative to problem solve alerting the Manager to any difficulties in staffing levels.
- Liaise closely on a regular basis with the multi-disciplinary teams to ensure effective clinic organisation, eg, clinic formats.
- Lead upon and initiate audits to ensure standards are met and developments implemented to improve services.
- Work closely and support the cohort of team leads in relation to induction & training of new staff.
Service Development
- Participate within the introduction of new processes.
- Provide the lead on establishing a patient orientated environment.
- To lead upon and participate in the introduction of change to meet the requirements of all National and Local targets, the Governments Modernisation Agenda and e-RS.
- To monitor and ensure day to day patient clinic flow to ensure delivery of an efficient and effective service to identify and report to the Manager any issues that would impact on service delivery.
- Act upon own initiative with regard to issues/problems/trends relating to the day to day running of the service, reporting to the Manager as appropriate
Data/Waiting List Management
- Ensuring patients selected for admission are contacted in accordance with the Trust Inpatient/Outpatient Policy.
- Supervise and manage the implementation of Partial Booking and e-RS processes in accordance with the Trusts Inpatient & Outpatient Policy.
- Collect and submit data on cancelled sessions to the Information Department to produce Trust reports.
- Liaise with Directorate Service Managers upon cancelled sessions and late starts.
- Monitor Waiting List reports for each Consultant on a monthly basis to ensure that patients are being selected in accordance with Consultant prioritisation and the Trusts waiting time targets.
- Establish and update procedures to ensure waiting lists are managed effectively in accordance with latest guidance and the Trusts Inpatient and Outpatient policy.
- Ensure patients waiting more than Trusts current waiting time targets are identified to Directorate Managers for further action.
- Implement effective systems for the safe custody, retrieval, confidentiality and proper maintenance of all health records and for their disposal in accordance with Trust Policy and legal guidance.
- To encourage the promotion of quality within the department by implementing agreed quality standards.
- To ensure staff adhere to identified standards, procedures and processes, to achieve national and local targets.
- To identify and update all guidance notes and booking rules.
- To ensure that standards and procedures relating to the computerised Patient Administration System (PAS) are updated and maintained.
- Monitor and adhere to the Trusts recommendations relating to Your Guide to the NHS and Local/National requirements and ensure all staff understand their role.
- Ability to communicate effectively with staff at all levels.
- Previous supervisory experience.
- Excellent leadership skills with the ability to motivate staff.
- The ability to carry out review of services, identify change required and implement recommendations.
- Flexible approach to hours of work.
- Commitment to staff training and development.
- NHS experience.
- The ability to interact effectively at all levels of the organisation as well as with members of the public.
- The ability to lead a team.
- Proactive approach.
- Calm disposition.
- Excellent negotiating skills.
- Knowledge of guidance on management waiting lists.
- Thorough knowledge of PAS & e-RS systems.
Person Specification
Knowledge
Essential
- Significant experience in an NHS administrative setting
- Experience of using a computer to input and retrieve information
- Excellent communication skills both written and verbal
- Significant experience in microsoft packages
- Experience in supporting staff
Desirable
- Patient Administration System (PAS) experience
- Experience of working with the public
- Experience of appointment booking systems
- Knowledge of digital processes within an NHS setting
- Knowledge of E-Referral Service
Experience
Essential
- Significant experience in an administrative setting
- Experience of using a computer to input and retrieve information
- Excellent communication skills both written and verbal
- Significant experience in microsoft packages
Desirable
- Patient Administration System (PAS) experience
- Experience of working with the public
- Experience of appointment booking systems
- Knowledge of digital processes within an NHS setting
Person Specification
Knowledge
Essential
- Significant experience in an NHS administrative setting
- Experience of using a computer to input and retrieve information
- Excellent communication skills both written and verbal
- Significant experience in microsoft packages
- Experience in supporting staff
Desirable
- Patient Administration System (PAS) experience
- Experience of working with the public
- Experience of appointment booking systems
- Knowledge of digital processes within an NHS setting
- Knowledge of E-Referral Service
Experience
Essential
- Significant experience in an administrative setting
- Experience of using a computer to input and retrieve information
- Excellent communication skills both written and verbal
- Significant experience in microsoft packages
Desirable
- Patient Administration System (PAS) experience
- Experience of working with the public
- Experience of appointment booking systems
- Knowledge of digital processes within an NHS setting
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).
