Patient Administration Team Leader

Homerton University Hospital NHS Foundation Trust; City of Westminster; On-site; GBP 42,000 - 54,000; Full time

Job summary

Homerton Healthcare NHS Foundation Trust is a high performing organisation serving Hackney, East London, the City and beyond. The Team Leader in the contact centre will ensure smooth operations, drive performance against KPIs and lead by example to deliver excellent patient care to our service users.

The role involves chairing team meetings, regular 1:1s and team briefs, planning staff hours, and monitoring sickness and leave.

Qualifications

• Leadership and team management experience.
• Ability to monitor and improve service delivery against KPIs.
• Strong customer service focus and patient experience mindset.

Responsibilities

• Ensure smooth operation of contact centre and service delivery.
• Lead by example to meet KPIs and performance standards.
• Chair team meetings and conduct regular 1:1s and team briefs.
• Produce reports on slot utilisation, document management, training and referrals.
• Plan staff hours, monitor sickness, absence and annual leave.
• Work with management to meet key performance indicators.

Skills

Leadership

Team coordination

Customer service

Performance monitoring

Job description

The main aspects of the role will be to ensure the smooth running of operations;

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., 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 performanceindicators-Chair team meetings & take minutes as required-Regular 121s and Team Briefs in place

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.