Job summary
We are looking for a dynamic and inspiring team leader who is highly motivated and driven to facilitate the delivery of the very best patient experience and outcomes to join the well-established operational team within the Medical Division at MWL.
Reporting to the Directorate Manager and Deputy Directorate Manager, the post holder will be responsible for the Endoscopy Booking Clerks at MWL.
The Gastroenterology directorate here at MWL has the largest and most diverse service portfolio in Cheshire & Merseyside. The service is delivered across four sites and delivers a wide range of services and diagnostics that include Endoscopy, Nutrition, Upper GI Oncology, Liver and GI physiology. In addition to these the department is pioneering some of the most new and innovative procedures such as Colon Capsule Endoscopy, Trans nasal Endoscopy and Cytosponge.
The expert team includes Consultants, Speciality Doctors, Nurse Endoscopists, Liver, Nutrition & Upper GI Nurse Specialists, Physiologists, ANP's, Management and admin, and Endoscopy booking teams.
Main duties of the job
This is an exciting time to become a leader of this team as the service is currently expanding in terms of its estates and workforce, undergoing transformational change to deliver exceptional care to patients. The post holder will be responsible for a wide variety of performance and access targets within the Endoscopy Booking Team.
The post holder will support the development and improvement of the Endoscopy Team, continuing to strive to provide the very best care and experience to all patients, as well as continually improving the motivation and wellbeing of staff.
In an ever changing and demanding landscape within the NHS, it is essential that the post holder possess a wide range of skills to manage the demands of this challenging role.
Successful applicants will need to demonstrate leadership experience in an operational environment and have a proven track record of leadership qualities which have achieved measurable outcomes in performance, quality and patient experience.
This is an exciting opportunity to join a rapidly developing team and there are plenty of good reasons to choose us. We are an outstanding Trust where clinicians and managers work together to actively shape services that are Outstanding!
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description
Job responsibilities
KEY DUTIES
- Manage and organise the day-to-day activities of a team of Endoscopy Clerks to provide a first class service, ensuring that all work is accurately processed in accordance with relevant Trust policies ensuring all relevant HR policies are adhered to.
- Act as a point of contact within the Team, resolving issues and problems escalated by Team Members ensuring communication links are maintained at all times.
- Print Patient Target Lists weekly in order to manage waiting lists and ensure all available capacity is utilised fully, working collaboratively with Directorate Managers, Consultants, Endoscopy Unit and Secretaries to make sure the Team and Department runs effectively at all times. Enter all data accurately on Medway, and Unisoft.
- Ensure all patients are offered choice of date and given reasonable notice in compliance with Patient Access Policy, adhering to local and national targets. Sending all relevant written information including correct feeding instructions to patients.
- Deal with any problems escalated from Endoscopy Booking Clerks, when patients requesting to speak to Supervisor / Team Leader. Recognise when these issues should be escalated to a Senior Manager.
- When cancelling lists due to unforeseen circumstances make sure all relevant bodies are informed patient, Directorate, wards, Endoscopy ward etc keeping all systems updated (Medway and Unisoft).
- Work closely with Cancelled Operations bleep holder and Medical/Surgical Directorate to ensure all cancelled operations are dealt with quickly and efficiently, completing cancelled ops report weekly and updating Medway and Unisoft.
- Oversee time keeping/signing in sheets from Endoscopy Clerks and report any flexible working requests to Administration Services Manager on a weekly basis.
- Ensure all Endoscopy Booking Clerks are booked on Mandatory Training ensuring dates are recorded on the ESR System.
- Meet regularly with Administration Services Manager to discuss any performance issues with Endoscopy Booking Clerks that require managing and also refer any formal conduct / behavioural issues accordingly to the Administration Services Manager.
- Inform Administration Services Manager of any staff requesting a revision of contractual changes, i.e., request of change in days/hours or resignation, therefore enable to correct paperwork to be completed.
- Manage accurate and efficient records using Medway, Unisoft, Word, and Excel.
- Suggest and implement new ways of working where this will improve efficiency and effectiveness.
- Work with Administration Services Manager to review working practices, ways of working and identify solutions to problems.
- To work in a flexible manner in accordance with the Trust Policy.
- Work from initiative using own judgment, acquired knowledge and tact to deal with queries and resolve situations or referring to appropriate person.
- Deal appropriately with concerns from staff in line with Trust policy
- To answer the telephone promptly and politely, telephoning patients where appropriate using tact, discretion and empathy in all situations.
- General office duties including dealing with incoming and outgoing mail, e-mail, fax, photocopying. Participate in housekeeping of the office environment.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
- To adhere to relevant Code of Practice of Professional body (if appropriate)
ADMINISTRATIVE RESPONSIBILITIES
- Be able to work as part of a team, promote effective flows in the department to cover leave to ensure office runs smoothly.
- Ensure sickness/absence and annual leave for Endoscopy Booking Clerks is reported on ESR system.
TEACHING & TRAINING RESPONSIBILITIES
- Obtain information requested by Administration Services Manager
- Attend appropriate training, meetings and education sessions at the request of manager
LINE MANAGEMENT/SUPERVISORY RESPONSIBILITIES
- To ensure all HR policies are communicated widely and implemented.
- Carry out return to work interviews for Endoscopy Booking Clerks, escalating trigger points to the Administration Services Manager in line with the Attendance Management Policy.
- Undertake Endoscopy Clerks appraisal and performance reviews and escalate any issues to the Administration Services Manager. Ensuring dates are recorded on the ESR System.
- Carry out any training and development needs which are required. Supporting more junior staff in prioritising workload.
- Keeping administrative staff personal files up to date.
- Implements general Trust policies within the administrative teams.
- Any other duties required by Line Manager
RESEARCH & AUDIT
- Ensure efficient audit processes in place concerning correspondence to ensure quality levels maintained and rectify accordingly.
Job description
Job responsibilities
KEY DUTIES
- Manage and organise the day-to-day activities of a team of Endoscopy Clerks to provide a first class service, ensuring that all work is accurately processed in accordance with relevant Trust policies ensuring all relevant HR policies are adhered to.
- Act as a point of contact within the Team, resolving issues and problems escalated by Team Members ensuring communication links are maintained at all times.
- Print Patient Target Lists weekly in order to manage waiting lists and ensure all available capacity is utilised fully, working collaboratively with Directorate Managers, Consultants, Endoscopy Unit and Secretaries to make sure the Team and Department runs effectively at all times. Enter all data accurately on Medway, and Unisoft.
- Ensure all patients are offered choice of date and given reasonable notice in compliance with Patient Access Policy, adhering to local and national targets. Sending all relevant written information including correct feeding instructions to patients.
- Deal with any problems escalated from Endoscopy Booking Clerks, when patients requesting to speak to Supervisor / Team Leader. Recognise when these issues should be escalated to a Senior Manager.
- When cancelling lists due to unforeseen circumstances make sure all relevant bodies are informed patient, Directorate, wards, Endoscopy ward etc keeping all systems updated (Medway and Unisoft).
- Work closely with Cancelled Operations bleep holder and Medical/Surgical Directorate to ensure all cancelled operations are dealt with quickly and efficiently, completing cancelled ops report weekly and updating Medway and Unisoft.
- Oversee time keeping/signing in sheets from Endoscopy Clerks and report any flexible working requests to Administration Services Manager on a weekly basis.
- Ensure all Endoscopy Booking Clerks are booked on Mandatory Training ensuring dates are recorded on the ESR System.
- Meet regularly with Administration Services Manager to discuss any performance issues with Endoscopy Booking Clerks that require managing and also refer any formal conduct / behavioural issues accordingly to the Administration Services Manager.
- Inform Administration Services Manager of any staff requesting a revision of contractual changes, i.e., request of change in days/hours or resignation, therefore enable to correct paperwork to be completed.
- Manage accurate and efficient records using Medway, Unisoft, Word, and Excel.
- Suggest and implement new ways of working where this will improve efficiency and effectiveness.
- Work with Administration Services Manager to review working practices, ways of working and identify solutions to problems.
- To work in a flexible manner in accordance with the Trust Policy.
- Work from initiative using own judgment, acquired knowledge and tact to deal with queries and resolve situations or referring to appropriate person.
- Deal appropriately with concerns from staff in line with Trust policy
- To answer the telephone promptly and politely, telephoning patients where appropriate using tact, discretion and empathy in all situations.
- General office duties including dealing with incoming and outgoing mail, e-mail, fax, photocopying. Participate in housekeeping of the office environment.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
- To adhere to relevant Code of Practice of Professional body (if appropriate)
ADMINISTRATIVE RESPONSIBILITIES
- Be able to work as part of a team, promote effective flows in the department to cover leave to ensure office runs smoothly.
- Ensure sickness/absence and annual leave for Endoscopy Booking Clerks is reported on ESR system.
TEACHING & TRAINING RESPONSIBILITIES
- Obtain information requested by Administration Services Manager
- Attend appropriate training, meetings and education sessions at the request of manager
LINE MANAGEMENT/SUPERVISORY RESPONSIBILITIES
- To ensure all HR policies are communicated widely and implemented.
- Carry out return to work interviews for Endoscopy Booking Clerks, escalating trigger points to the Administration Services Manager in line with the Attendance Management Policy.
- Undertake Endoscopy Clerks appraisal and performance reviews and escalate any issues to the Administration Services Manager. Ensuring dates are recorded on the ESR System.
- Carry out any training and development needs which are required. Supporting more junior staff in prioritising workload.
- Keeping administrative staff personal files up to date.
- Implements general Trust policies within the administrative teams.
- Any other duties required by Line Manager
RESEARCH & AUDIT
- Ensure efficient audit processes in place concerning correspondence to ensure quality levels maintained and rectify accordingly.
Person Specification
Qualifications
Essential
- NVQ Level or equivalent experience
- ECDL Qualification or equivalent qualification
Desirable
Knowledge & Experience
Essential
- Significant experience as an endoscopy booking clerk/team leader role within the Endoscopy admin environment
- Excellent IT skills with good knowledge and experience of Microsoft office products
- Excellent Communication and Interpersonal Skills
Desirable
- Knowledge of hospital IT systems
- Knowledge of medical terminology
- Experience of supervising and motivating a team
Skills
Essential
- Ability to maintain computerised and manual documentation systems
- Self -motivated and able to work with limited supervision with good organisational skills
- Able to use own initiative and respond to new challenges.
- Ability to manage/prioritise own workload.
- Ability to manage difficult/ sensitive situations
- Able to work the hours and duties required by the post.
- Able to adopt flexible approach when required.
- Ability to build and maintain good working relationships
- Comply with Trust policies and procedures.
Desirable
- Time management skills.
- Good understanding of Trust Internal policies as appropriate
Other
Essential
- Understanding of confidential nature of role and awareness of Data Protection Act.
Person Specification
Qualifications
Essential
- NVQ Level or equivalent experience
- ECDL Qualification or equivalent qualification
Desirable
Knowledge & Experience
Essential
- Significant experience as an endoscopy booking clerk/team leader role within the Endoscopy admin environment
- Excellent IT skills with good knowledge and experience of Microsoft office products
- Excellent Communication and Interpersonal Skills
Desirable
- Knowledge of hospital IT systems
- Knowledge of medical terminology
- Experience of supervising and motivating a team
Skills
Essential
- Ability to maintain computerised and manual documentation systems
- Self -motivated and able to work with limited supervision with good organisational skills
- Able to use own initiative and respond to new challenges.
- Ability to manage/prioritise own workload.
- Ability to manage difficult/ sensitive situations
- Able to work the hours and duties required by the post.
- Able to adopt flexible approach when required.
- Ability to build and maintain good working relationships
- Comply with Trust policies and procedures.
Desirable
- Time management skills.
- Good understanding of Trust Internal policies as appropriate
Other
Essential
- Understanding of confidential nature of role and awareness of Data Protection Act.
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.
