Business and Bookings - Lead Physiotherapy

NHS; Guildford; On-site; GBP 39,000 - 48,000; Full time

Job summary

An established industry player is seeking a Lead Physiotherapist to oversee the Physiotherapy Booking Team. This role is pivotal in ensuring a seamless outpatient appointment service for patients. The successful candidate will manage staff, optimize appointment utilization, and uphold high service standards. With a focus on operational management and team development, this position offers the chance to contribute to a compassionate healthcare environment. Join a team that values professional growth and is committed to delivering outstanding care, making a real difference in the community.

Benefits

Health and wellbeing program

Professional development opportunities

Comprehensive training

Collaborative work environment

Qualifications

• Experience in operational management and customer service is essential.
• Advanced IT skills in Word, Excel, and PowerPoint are required.

Responsibilities

• Manage the day-to-day operation of the Physiotherapy Booking Team.
• Ensure efficient utilization of appointments and waiting lists.

Skills

Operational Management

Customer Service

Team Management

Data Analysis

Problem Solving

Excellent Customer Care

Education

Degree level education or equivalent experience

IT qualifications such as CLAiT

Tools

APAS

Cerner

eRS

Badgernet

DATIX

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Business and Bookings - Lead Physiotherapy

Due to maternity leave, an exciting opportunity has arisen for a candidate with previous experience of management, administration and bookings to apply for this role.

The postholder must have a working knowledge of longer term planning, management and reporting of waiting lists and other KPIs and the impact of this on the 18 week pathways for Physiotherapy and other SBUs.

Main duties of the job

The postholder will be responsible for ensuring that a comprehensive Physiotherapy Outpatient appointment service is provided for all patients accessing Physiotherapy. The post holder is also responsible for managing and organising staff within the Physiotherapy Booking Team, ensuring a high level of service is provided to patients and other customers including Trust staff and the most efficient utilisation of appointments and waiting lists (over 70 clinics per week).

This post also provides a range of secretarial and organisational support to the Physiotherapy Department, the Head of Physiotherapy / Therapies as well as being responsible for the writing, implementation and compliance of standard operating procedures (SOPs) and booking policies for the Physiotherapy Booking Team.

About us

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.

The Care Quality Commission (CQC) have given us an overall rating of Outstanding.

Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.

Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.

Job responsibilities

The post holder will be responsible for managing the day to day operation of the Physiotherapy Booking Team, with specific responsibility for booking outpatient appointments for patients within Physiotherapy.

The post holder will ensure that the reporting and escalation of issues are delivered in a timely manner to the Physiotherapy managers. The post holder will have direct line management responsibility for the Physiotherapy Booking Team.

The postholder will also look at longer term planning, management of waiting lists and waiting list KPIs and the impact of this on 18 week pathways for other SBUs.

SuperUser / Lead within Physiotherapy Outpatient Bookings for APAS / Cerner.

The Business Support Lead is responsible for ensuring that a comprehensive Physiotherapy Outpatient appointment service is provided for all patients accessing Physiotherapy. The post holder is also responsible for managing and organising staff within the Physiotherapy Booking Team, ensuring a high level of service is provided to patients and other customers including Trust staff and the most efficient utilisation of appointments and waiting lists (over 70 clinics per week). The Business Support Lead also provides a range of secretarial and organisational support to the Physiotherapy Department, the Head of Physiotherapy / Therapies. The post holder will possess a comprehensive knowledge of a wide range of policies and procedures; this will include the Trusts Access Policy, management of waiting lists, data quality and validation processes. An advanced knowledge of other relevant software programs including APAS/Cerner, eRS, Badgernet and DATIX is also required. They will be responsible for the writing, implementation and compliance of standard operating procedures (SOPs) and booking policies for the Physiotherapy Booking Team and ensure that staff have the required training to ensure compliance against these. These will impact across the Trust.

The ability to identify a wide range of problems and come up with solutions is a key requirement of the role as is the ability to use own initiative, and plan own workload and that of the staff that they line manage.

Works on own initiative, specialist in Physiotherapy booking and waiting list management.

Person Specification

Qualifications

• Educated to degree level or equivalent experience.
• IT qualifications such as CLAiT or equivalent experience including an advanced knowledge on Word, Excel and Power Point.

Knowledge

• Experience of operational management in a customer service environment
• Experience of managing and developing a team
• Advanced keyboard skills, word processing and audio typing qualifications
• Experience using Microsoft Word
• Understanding of medical conditions and terminology.
• Ability to prepare reports using a variety of formats: Word, Excel and PowerPoint
• Ability to analyse and interpret data
• Excellent customer care skills and experience of handling complaints
• Knowledge of healthcare environment
• Knowledge of e-referral. Experience in using APAS, eRS and other IT systems

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.

£39,205 to £47,084 a year (per annum) includes high cost area supplements (HCAS)