Patient Services Team Leader

Job overview

We are looking to appoint a cheerful and highly motivated person with great interpersonal and leadership skills, and a commitment to maintaining the highest levels of customer service to join our Patient Services team working across both General Office and Outpatient Reception Services.

You will be self-motivated, adaptable, have excellent time management, as well as a willingness to learn new skills. The work requires a flexible approach, initiative, and the ability to motivate and influence others. You should be comfortable with handling data and information, with good Excel skills.

You must possess excellent communication and interpersonal skills.

Both areas are extremely busy and provide focal points for receiving patients, visitors, and staff to the Trust. The postholder would help lead a dedicated administrative team that supports patient care within a clinical setting.

You will be required to have a good level of education, with proven customer care and leadership skills or have been responsible for leading a team in a customer care focused environment. Previous experience in a healthcare setting would be an advantage.

Main duties of the job

To help deliver professional outpatient reception and general office services, including the management of a frontline cash desk service to patients.

To lead by example, driving and maintaining high levels of customer care/patient experience, providing patient focussed approaches and a caring, efficient, and responsive service to all patients, relatives, and visitors to the Trust.

To monitor the accuracy, timeliness, and quality of data recording across both services.

To help provide committee reports as required on service delivery and performance.

Support the implementation of policies and procedures in relation to the Access Policy, Patient Property Policy and Losses and Special Payments Policy and Healthcare Travel Costs Scheme.

Provide day to day line management and professional supervision, to reception and general office staff ensuring best practice and adherence to Trust policies and procedures and national Department of Health guidance.

To work with clinical, management and administration teams to support Trust activity whilst delivering on national and local expectations.

The main duties of this job description are explained; however, these will continue to evolve as the Trust develops to meet corporate objectives, NHS targets and embrace new technologies.

Working for our organisation

The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. We serve a population of around 500,000 people - a figure that can increase significantly with

visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £580 million.

We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.

The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles.

Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.

Detailed job description and main responsibilities

PLEASE NOTE: To view the full Job Description and Person Specification, please click the supporting document on the right-hand side.

To be an employee of the NHS you need to successfully complete the following:

• Identity Checks
• Professional registration and qualification checks
• Employment history and reference checks
• Occupational Health clearance
• Satisfactory Disclosure and Barring Service check
• Right to work in the UK

For further information please visit:

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We reserve the right to close this advert early.

We may be able to offer flexible working. Please discuss at interview.

We may be able to offer sponsorship but this is not guaranteed.

Person specification

Qualifications

• NVQ level 4 in management/Supervision or equivalent experience
• In possession of/ or willingness to complete Trust Managers Passport training programme

• PAS management functions – in outpatient/inpatient modules
• Good knowledge and understanding of Trust Access Policy

Experience

• Demonstrable NHS experience of leading and managing a team and service delivery
• At least 3 years’ experience in the hospital administration

• Experience of staff management
• Experience in dealing with service improvement and design

Thank you for your application if you have not received a reply within 21 days of the closing date you have been unsuccessful on this occasion. Please be aware that your application and related documents will be retained confidentially for a period of 12 months.

It is vital that you provide full and accurate details of your current immigration status on the application form. To work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require a visa - we may be able to provide sponsorship, but this is not guaranteed.

Benefits include optional pension and life assurance and a dedicated Childcare Co-ordination Team

We are committed to ensuring our staff are developed, engaged and supported to work in different ways to support the ever-changing environment in which we operate.

The Royal Cornwall Hospitals Trust is a non-smoking organisation.

Should you require an alternative format of this application form (such as Braille, audio or large print), please telephone 01872 255755

In submitting an application form, you authorise Royal Cornwall Hospitals NHS Trust to confirm any previous NHS service details via the Electronic Staff Record Inter Authority

Royal Cornwall Hospital is an Equal Opportunities employer.