Patient Administration Team Leader

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Job overview

• Ensuring service delivery standards are met. The Team Leader will lead by example working as part of their team to ensure patients and services receive an excellent service admin function.

The post holder will support creating a customer service culture within the Trust

This is an 8 to 8 service

This role is specifically for the Booked Admissions - Surgical Bookings Team

• Highly visible within the contact centre Team and lead by example
• Ensure the achievement of KPIs and performance standards in contact centre service resulting in improvements in the patient experience
• Engender a culture where learning from patient experience is accepted and promoted
• Lead on specific service delivery standards producing regular reports and management information e.g. slot utilisation, document management, training, vetting referrals.
• Be responsible for ensuring customer care standards are maintained at all times
• Use training sessions to enable staff to develop their skills
• Monitor and produce performance reports of service delivery standards
• Plan staff hours and tasks to meet service demand
• Responsible for monitoring and managing sickness, absence and annual leave of staff.
• Work with the management team to ensure the service meets key performance

• Chair team meetings & take minutes as required
• Regular 121s and Team Briefs in place

Working for our organisation

Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.

We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).

Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.

Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.

We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.

Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.

Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s on this page.

The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.

Person specification

Education/Qualifications

• Educated to degree level or equivalent

Skills

• Able to lead and manage a team
• Able to produce reports
• Able to work as part of a management team
• Computer literate with good keyboard skills
• Good written communication skills
• Able to organise own workload and support others to do so in order to ensure the efficient running of the service

• Willingness to continue personal development and training

Experience

• Use of own initiative
• Data collection and data entry
• Managing a team (including recruitment, performance management and ongoing development)
• Previous experience of working and communicating with the general public

• Experience of using hospital administration electronic patient record systems
• Microsoft Word; Excel
• Call centre experience
• Training staff

Knowledge

• Knowledge/understanding of patient confidentiality
• Knowledge/understanding for the need for accurate data

• Awareness of National Health Service guidelines and agenda

Other Requirements

• Understanding and demonstration of the Trust Values
• Calm and able to work under pressure, and in stressful situations
• Commitment and adherence to equality, diversity and inclusion

General Guidance for Applicants

Please ensure that you read the "Guidance Notes On Submitting An Application" under "Additional Documentation" before completing your application.

Please note: we reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

We offer a range of flexible working options that enable you to balance your work and personal life, including part-time, compressed hours, remote working and job-shares.

If you are interested in joining our team, please let us know your preferred working pattern in your application, and we will consider all requests for flexible working and try to accommodate them wherever possible.

Please note that secondment arrangements will be considered for any fixed term positions, with the agreement of the existing line manager.

We are committed to equal opportunities, and have been approved as a Disability Confident Employer.