Central Booking Office Manager - Band 6 - Full time - Permanent **Previous applicants need not apply**
We are looking to recruit an enthusiastic Manager to join our busy administration team in providing a professional and effective OutpatientBooking and Scheduling Service for the Trust.
Central Booking Office Manager post will currently require cover flexibility to cover shifts between 8am and 6pm Monday to Friday,
The post-holder will be responsible for the day-to-day operational management of the Central Booking Office department at Tameside General Hospital.
The post-holder will assist the OPD Directorate Manager and Deputy Directorate Manager in the development and implementation of processes, policies and procedures, which support the Trust in the delivery of scheduled pathways within prevailing access targets. The post holder will provide effective leadership of the central booking team to deliver a highly efficient support service to the Trust.
They will work in collaborative manner with clinicians, managers and colleagues providing an effective and efficient administrative and outpatient scheduling service.Main duties of the job
This post will be fundamental in developing the required changes required to deliver 18-weeks maximum waiting time targets and the post-holder will be responsible for supporting the OPD Directorate Manager in the delivery of 18-week pathways.
They will be responsible for the day-to-day management of the staff and the service and will also be responsible for the development and delivery of training programmes for the administration and booking & scheduling staff ensuring that staff are proficient in the application of the trust's Access Policy and the use of IT systems which support the delivery of elective care.
The post may require travel and attendance at off-site meetings as necessary.About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide arange of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes forour population and influence wider determinants of health through collaboration with our health & care partners.We have a clear set of values & behaviours which we expect all of our staff to demonstrate:o Safetyo Careo Respecto Communicationo LearningWe believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of ourworkforce 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, sexualorientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresentedwithin our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.Benefits include flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks,Job descriptionJob responsibilitiesDuties and Responsibilities Communication and Relationship Skills
The post-holder will be expected to:
Planning and Organisational Skills
- Effectively manage the Central Booking Team teams ensuring the delivery of an effective and efficient administrative process within structures that are fit for purpose.
- Manage the Central Booking office staff ensuring that the correct processes are implemented in order to facilitate patient choice to all patients coming to an outpatient appointment.
- Provide accurate wait time information to the Directorate teams (new and follow up).
- Ensure that effective administrative and booking processes are implemented and carried out accurately and that the processes are compliant with national guidance on access.
- Implement procedures to ensure that patients are treated in line with the NHS Plan access, booking and choice targets across the elective pathway.
- Develop and maintain a culture within the teams that promotes improvement and quality. Promoting best practice throughout the teams, learning from national and local experience.
- Develop and implement monitoring systems to ensure compliance with internal key performance indicators the Trusts Access Policy operational policies and reform programmes.
- Assist the OPD Deputy Directorate Manager and OPD Directorate Manager in the development of operational policies and procedures relating to elective care.
- Develop standard operating policies for all outpatient booking procedures.
- Ensure that staff within the administration and booking teams are managed effectively and that Trust HR policies are adhered to.
- Deal with telephone enquiries from all staff groups, patients, relatives/carers, providing information, directing and prioritising queries as appropriate to ensure efficiency and effectiveness of service delivery.
- Liaise with patients regarding the booking of appointments and admissions and demonstrate, respect, empathy and sensitivity in all communication with patients.
- Respond appropriately to concerns raised by patients and other service users, adhering to the Trusts complaints policy
- Assist the OPD Deputy Directorate Manager and OPD Directorate Manager to identify training needs of the teams and deliver/facilitate necessary training.
- Work actively with clinicians, managers and other colleagues in order to effectively address operational issues that arise and manage these effectively.
- Develop and ensure the implementation of an induction and training programme for new staff within the administration and booking teams.
- Lead the recruitment process across the administration and booking teams ensuring that expenditure remains within allocated resources.
- Undertake annual personal development plans (PDP) for all staff members in line with Knowledge & Skills Framework (KSF) ensuring that regular reviews/one to ones take place.
- Disseminate relevant information to individuals and departments within the Trust, producing written reports as required.
- Respond to complaints in a timely manner in line with the trust policy.
- Effectively manage change by negotiating efficiently with clinical and non-clinical staff and other stakeholders.
- Ensure that the teams have an effective communication strategy in place so that staff are fully appraised of the issues which affect the team and also the wider issues which exist within the organisation.
The post-holder will be expected to:
Knowledge, Training and Experience
- Allocate workload across the Central booking team ensuring cross cover between the teams where required.
- Ensure that all teams are adequately staffed.
- Responsible for the recruitment and selection of staff, planning and organising cover during absence absence management implementing policy on attendance management staff appraisals and one to ones.
- To be accountable for pay and non-pay budgets ensuring delivery of financial targets.
- Responsible for the appraisal and mandatory training compliance within the Central booking office.
The post-holder will be expected to:
- Provide staff, both clinical and non-clinical, with expert advice and guidance on issues relating to the elective access pathway administration and booking and scheduling processes and procedures.
- Provide staff, both clinical and non-clinical, with advice and guidance on issues relating to compliance with national access guidance/standards.
- Demonstrate expert skills in the inputting and extraction of information from the Patient Administration System (Lorenzo).
- To be competent in the use of Microsoft Office software (e.g. Word, Excel and PowerPoint).
- Produce and present complex information to senior managers and clinicians.
- Manage staff effectively using relevant Human Resource policies and procedures.
- Work collaboratively with external agencies in the assessment of the Trusts performance in relation to elective access.
- Take responsibility for their own personal development and agree objectives in discussion with line manager.
- Maintain own personal development portfolio.
- To ensure the development of multi-disciplinary audit and ensure lessons from audit are incorporated into the service, including customer service, workload, efficiency and productivity audits for the team
- Ensure national audits, as appropriate, are completed and local audits are undertaken that improve patient care and quality of service provision.
The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder. Person SpecificationQualificationsEssential
Desirable Knowledge and ExperienceEssential
- Degree level education or proven record of professional development through various administrative roles over at least 5 years
- Evidence of continuing professional development, through further short courses and specialist qualifications
- Three years line management experience in acute NHS organisation
- Demonstrate evidence of sound financial/staff management
- Good understanding of current performance targets.
- Previous experience of using a Patient Tracking List (PTL)
- Understands the N.H.S. and its clinical environment.
- Sound knowledge-base of the NHS, current issues, values and principles of timely local access for the population
- Record of successfully delivering improvement objectives and finding innovative solutions to problems
- Demonstrates the capacity to quickly develop productive relationships
- Project management experience
- Business plan development and evidence of managing change
- Ability to analyse and interpret management and patient information and make recommendations to others
- Highly developed oral and written communication skills including presentation skills
- Ability to use problem-solving skills
- Well-developed influencing/negotiations skills
- Ability to communicate effectively, demonstrating sensitivity to a range of people within the organisation
- Ability to prioritise and deliver on time against a background of changing demands and ability to work under pressure and maintain high standards
- I.T. literate and able to use a range of software
- Capacity to build and develop the team and maintain constructive working relationships
- Demonstrate political, strategic and operational awareness.
Employer detailsEmployer name
- Experience of working with: PAS (Lorenzo) & ORMIS
Tameside and Glossop Integrated Care NHS Foundation TrustAddress
Central Booking Office
Mellor House, Tameside Hospital
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