Booking Services Lead Supervisor, Band 5- Central Booking Office

Job description

Job responsibilities

To ensure RTT related targets are met in compliance with national and local guidelines and Gloucestershire Hospitals NHS Foundation Trusts Access Policy.

Liaise with the General Manager and Assistant General Managers regarding their specialities and highlight where necessary the need for additional clinics or any other clinic related issues to effectively manage the 2WW and RTT.

Represent the team in Planned Care performance meetings.

Foster a good working relationship with all services by regularly communicating with them and by ensuring CBO is represented in the Divisional Check and Challenge Meetings.

To lead on own improvement projects and support associated projects for change.

Liaise and communicate with internal and external stakeholders with any issues relating to planned care.

Ensure the data quality of reports relating to planned care is accurate.

Ensure the slot utilisation is maintained at over 95% which included new and follow up slots.

Working closely with the General Manager and Assistant General Managers, ensure the Trusts Access Policy is adhered to with regards to DNAs & cancellations.

Assist in the monitor and authorising of Clinic Cancellations and Rescheduling, including highlighting to the General Managers where this may adversely affect the service and patients.

Monitoring of 2WW appointments ensuring patients are seen within national timescales.

Deal with enquires / requests/ complaints from members of the public.

Deal with hospital general enquiries via the email system.

Respond to correspondence received from patients, consultants, clinicians and general practitioners.

Day to day line management of teams within the department providing effective leadership.

To optimise the use of resources.

To maximise the potential of the team, undertaking Personal Development

Reviews and ensuring developmental plans are in place.

To achieve appropriate staffing levels ensuring that staff annual leave is evenly distributed and staff sickness is managed in accordance with Trust Policies and Procedures.

To assist in selection and recruitment of staff, ensuring induction programmes are in place for all grades of new staff.

To maintain service delivery at Service Level Agreement activity levels and quality standards, whilst ensuring that equipment in service and staff practice comply with health and safety standards at all times.

To investigate and take corrective actions relating to untoward incidents, accidents and complaints in accordance with Trust Policies and Procedures.

To support the Booking Services Manager with disciplinary cases, investigating issues/concerns and taking management actions as necessary.

To ensure that all staff adheres to Trust Policies and Procedures at all times.

This includes staff compliance of all Health and Safety Policies and the Data Protection Act 1998, which relates to electronically stored personal data.

Develop and implement guidance, process and procedures within own areas ensuring all SOPs are up to date and accurate.

Act as an authorised signatory and take delegated responsibility for the budget for CBO.

Organises and completes audits within the booking teams to identify areas for improvement / change or effectiveness of processes and procedures.

Attend performance meeting weekly with CBO General Management to discuss capacity issues within your service and report data. As well as meeting with your services management team to regularly to discuss these issues.

Provide first line management pursuit of harassment and / or bullying complaints on behalf of team members in relation to aggressive or abusive patients or colleagues.

Management and maintenance of clinic related letters, working with external providers to ensure that letters are sent as appropriate.

Ensure the correct clinic cancellation procedure is followed and that consultants are challenged in relation to short notice. Involving negotiating with clinicians to ensure additional capacity to meet urgent unprecedented demand and to compensate for cancelled sessions.

Undertake any other appropriate duties within the role, as required at the request of your Line Manager.

Person Specification

Qualifications

Essential

• Evidence of basic schooling/Education (GCSE) with English, Mathematics or Equivalent
• Appropriate years' experience as a supervisor or in a similar role in a booking office

Experience

Essential

• NHS experience
• Experience of managing and dealing with complaints
• Good understanding of planned care pathway including local access policy and national access targets including RTT
• Previous experience of managing a group of staff in busy and challenging working environments

Desirable

• Experience of providing training to others including on IT systems

Knowledge/ Skills

Essential

• Good communication skills, written and verbal
• Good IT skills and a high level of proficiency in Microsoft office
• Excellent organisational skills with the ability to constantly prioritise
• Ability to influence and engage others both at peer and senior level
• Exceptional problem-solving skills and ability to identify an outcome

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Gloucestershire Royal Hospital

Gloucester

GL1 3NN

Employer's website

https://www.gloshospitals.nhs.uk/ (Opens in a new tab)