Job summary
- Provide strong, visible leadership, whilst inspiring and empowering administration staff and others in pursuit of a shared vision
- To be an ambassador for the department and provide a professional link with Business Unit Teams
- Responsible for the operational and performance management of the Outpatients Appointments Team; ensuring compliance with both local and national targets and protocols; KPI's analysed and met and variances highlighted and escalated appropriately, governance of cancer and RTT pathways; quality monitored and ensured.
- To implement service improvement and change, to review and evaluate systems within the directorate, making recommendations as appropriate
- To be an excellent communicator and provide leadership, motivation and support to the Team, utilising persuasive and negotiation skills in order to resolve complex operational and personnel issues and delegate work as appropriate.
- Responsible for ensuring day to day staff management is undertaken appropriately, recruitment is within financial and organisation guidelines, dealing with escalated issues
- Patient focused at all times
Main duties of the job
Able to receive and process some complex /sensitive information.
To deal with queries relating to outpatient and reception clinics utilising developed communication skills and applying knowledge of Trust procedures in order to deal effectively with sensitive and complex issues.
Liaise with relevant managers of the Business Units to arrange additional resources to meet increasing demand required.
Liaise with Clinicians, nursing staff, and clinical management teams regarding booking rules and capacity issues.
To respond to, and if appropriate, resolve issues arising in the department, referring to the Appointments Manager if unresolved.
To demonstrate good presentational skills in order to deliver training and awareness to all staff relating to new Trust policies and other relevant operational changes.
Works as an efficient and responsible team member and enables others to do so.
To ensure that daily & weekly monitoring of clinic information is carried out to ensure achievement of targets.
To interpret data and identify any possible data quality issues and refer these on to the relevant person.
To monitor the application of booking rules for outpatient clinics to ensure capacity is fully utilised
To report any potential breaches to the relevant Manager by working closely with colleagues and to continually review capacity issues.
About us
Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties. We have an annual income of £643 million (20/21) and we employ nearly 8,500 people.
Our Board have recently agreed a new vision statement - "Outstanding Care Personally Delivered" - stating their ambition for our Trust to be among the best.
We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.
Our latest CQC report increased our ratings for being effective and well-led from 'Requires Improvement' to 'Good'. Our rating for caring remained as 'Good'.
This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated.
Job description
Job responsibilities
- To have day to day management of staff in order to deliver a timely and efficient service to support the Business Units.
- To ensure that quality standards are met.
- To ensure that the staff work effectively as a team in responding to the priorities of the day.
- To keep up to date with changing information technology systems to facilitate efficient data collection.
- To ensure that clinics are monitored on a regular basis and capacity issues are escalated with potential solutions to the relevant BU Managers.
- To ensure the staff rotas are kept up to date and liaise with the C&A Manager regarding rota issues and changes.
- May be required to travel to other sites.
- Responsible for monitoring of outpatient clinics, including setting up new clinics in accordance with Trust policies and procedures, clinic cancellations and re-instated clinics, and amendments to booking rules
Job description
Job responsibilities
- To have day to day management of staff in order to deliver a timely and efficient service to support the Business Units.
- To ensure that quality standards are met.
- To ensure that the staff work effectively as a team in responding to the priorities of the day.
- To keep up to date with changing information technology systems to facilitate efficient data collection.
- To ensure that clinics are monitored on a regular basis and capacity issues are escalated with potential solutions to the relevant BU Managers.
- To ensure the staff rotas are kept up to date and liaise with the C&A Manager regarding rota issues and changes.
- May be required to travel to other sites.
- Responsible for monitoring of outpatient clinics, including setting up new clinics in accordance with Trust policies and procedures, clinic cancellations and re-instated clinics, and amendments to booking rules
Person Specification
Previous Experience
Essential
- Data collection and use of information for decision making.
- Managing a small team
- Service development initiative
- Conducting Appraisals
Desirable
- Financial Management
- Managing waiting times target
Qualifications
Essential
- Education to degree/diploma in relevant area e.g. business administration, health records or to demonstrate equivalent experience.
- Management qualification or a commitment to work towards this within the first 12 months.
Desirable
- NVQ Assessor Award
- Diploma in Management
- IHRIM Management Qualification
Knowledge/Skills/Aptitudes
Essential
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework
- Knowledge of access targets within the NHS
- Excellent verbal and written communication skills
- Ability to use Excel and Powerpoint Presentation skills
- Demonstrate evidence of oService development oPeople management
- Experience of rota management in an NHS setting
Desirable
Specific Requirements
Essential
- Conscientious in standard of work produced
- Ability to work under pressure and as part of a team in a demanding environment.
- Excellent understanding of the importance of information and clinical governance.
Desirable
- Adaptable to change
- Readiness to try new things
- Ability to recognise when to seek appropriate assistance from colleagues
Person Specification
Previous Experience
Essential
- Data collection and use of information for decision making.
- Managing a small team
- Service development initiative
- Conducting Appraisals
Desirable
- Financial Management
- Managing waiting times target
Qualifications
Essential
- Education to degree/diploma in relevant area e.g. business administration, health records or to demonstrate equivalent experience.
- Management qualification or a commitment to work towards this within the first 12 months.
Desirable
- NVQ Assessor Award
- Diploma in Management
- IHRIM Management Qualification
Knowledge/Skills/Aptitudes
Essential
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework
- Knowledge of access targets within the NHS
- Excellent verbal and written communication skills
- Ability to use Excel and Powerpoint Presentation skills
- Demonstrate evidence of oService development oPeople management
- Experience of rota management in an NHS setting
Desirable
Specific Requirements
Essential
- Conscientious in standard of work produced
- Ability to work under pressure and as part of a team in a demanding environment.
- Excellent understanding of the importance of information and clinical governance.
Desirable
- Adaptable to change
- Readiness to try new things
- Ability to recognise when to seek appropriate assistance from colleagues
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).
