Booking Team Leader

NHS; Stockport; On-site; GBP 26,000 - 30,000; Full time

Job summary

An exciting opportunity for a Booking team leader is available in the NHS's Outpatient Booking team, responsible for managing appointments and supervising staff. The role requires strong organizational skills, experience in an administrative environment, and the ability to provide high-quality customer care.

Benefits

27-33 days of annual leave plus bank holidays

Salary sacrifice schemes for lease cars and home electronics

Cycle to work scheme

Salary finance for loans and savings

Stockport Credit Union for local financial advice

Qualifications

• Experience of line management in a busy administrative environment.
• Computer literate with experience in Microsoft Office and hospital IT systems.
• Knowledge of NHS outpatient booking processes.

Responsibilities

• Manage appointments and ensure delivery of efficient service.
• Supervise staff, manage rotas, and monitor key performance indicators.
• Cross cover for colleagues and provide HR management of staff.

Skills

Organisational skills

Interpersonal skills

Customer care skills

Ability to work under pressure

Education

A levels / NVQ Business Administration Level 3

ECDL / Computer Skills certification

Tools

Microsoft Office

Hospital IT systems

Job description

An exciting opportunity has arisen on the Outpatient Booking team for the position of a Booking team leaderThe successful candidate needs to provide and maintain an efficient and effective administrative service in line with local policies and procedures.To manage appointments that are carried out within both national and local guidance and targets.General and Administrative duties will include:o Maintain an efficient and effective serviceo Routine duties include: answering telephone enquiries, updating the Patient Administration Systemo Checking the waiting lists and clinics on a daily basis,o Supervising staff and allocating worko Maintain professional standards in appearance, behaviour and punctuality.o Excellent IT skills

Main duties of the job

The Booking team leader is responsible for the day to day operations of the booking team along with the management of clinics and waiting lists The role will involve meeting service standards for clinics and their utilisation whilst ensuring a prompt, professional, friendly and courteous service for members of the public as well as internal and external service users contacting the Trust.

The Booking team leader will ensure that, in addition to undertaking their own workload, staff are in place to deliver the service. The Booking team leader will work closely with the Directorate Support Managers to develop efficient processes and continually improve the service.

About us

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice

Job responsibilities

The post holder will

• To provide day to day operational supervision for the services
• To ensure there is efficient and effective delivery of the service
• To manage rotas, annual leave and staff workloads
• To provide HR management of staff
• To ensure there is effective processes and management of re outpatient waiting lists , clinic booking and utilisation
• To undertake PTL meetings with various specialties across the trust
• To prioritise service demands and ensure capacity is provided to meet demand
• To monitor and take action to improve to Key Performance Indicators
• To monitor and manage staff performance and ensure they are working to Trust policies and standard operating procedures
• To ensure there is a high quality of training and development of the teams
• To be a point of escalation for staff and service users for designated areas of responsibility
• To cross cover for colleagues as needed
• To deputise for the Directorate Support managers at appropriate forums as needed

Any other duties commensurate with the role.

The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.

Person Specification

Skills and Abilities

• Ability to understand and interpret complex documents
• Excellent organisational skills and ability to deal with a range of responsibilities with varying deadlines
• Excellent interpersonal and communication skills including dealing with all disciplines of staff
• Ability to work under pressure and to deadlines using own initiative and sound judgement
• Ability to act independently using own initiative
• Customer care skills
• Able to persuade, negotiate and influence others
• Able to demonstrate a commitment to innovation and change
• Work with accuracy and attention to detail
• Ability to understand and communicate complex information
• Previous knowledge of hospital environment or similar

Experience

• Experience of line management in a busy administrative environment
• Computer literate - experience of using Microsoft Office / Outlook/Excel and hospital IT systems
• Experience managing, maintaining and developing paper based and/or computer filing systems
• Experience of working to deadlines, setting priorities and dealing with a varied workload
• Experience of developing process and procedures to improve efficiency
• NHS experience
• Experience of supporting and delivering role specific training e.g. Customer Care

Knowledge

• Strong knowledge of call centre & administrative processes/procedures
• Knowledge of Patient Access Targets / 18 week Referral To Treatment pathways / patient tracking lists
• Managerial knowledge acquired through training/course or equivalent experience or equivalent training and experience
• Good understanding of customer care and providing a quality service
• Knowledge of NHS outpatient booking processes
• Good understanding of capacity management
• oUnderstanding of NHS structure and current policies

Education and Qualifications

• A levels / NVQ Business Administration Level 3 or equivalent experience
• ECDL /Computer Skills certification or equivalent IT and keyboard skills

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.

£26,530 to £29,114 a yearpro rata per annum