This role within the team has been redesigned following a review of the Radiology, diagnostic imaging Administration services to create a collaborative working environment across the service. This role will lead the administrative team from all modalities within the services and will be responsible for maintaining a high level of service.

The postholder will be responsible for the day-to-day management of this function, and this would include all managerial duties, including roster management, raising requests for temporary staffing to the Deputy Service Manager, managing absence and performance, reviewing all requests for leave to ensure that the service is not impacted negatively, and other duties as listed in the roles and responsibilities section.

Main duties of the job

General Duties:

Communicate complex or sensitive information clearly, effectively, and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g., General Practitioners.

Role model excellent customer service skills to the wider administrative team.

Provide patients with information about appointments or non-clinical advice and guidance regarding their care.

Ensure accurate and timely input of data and reporting on appropriate systems.

Support administrative team to resolve complex queries that occur as escalated, taking ownership of the query and ensuring a satisfactory outcome.

Act as a point of contact for the administrative teams, dealing with queries from other care providers and passing on relevant information to appropriate team members or departments as required.

Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.

Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy, and empathy at all times and in line with Trust values.

Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient.

About us

North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.

We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.

Take a tour of our hospital here

Job description

Job responsibilities

Managerial Duties:

Provide day to day management to a team of administrators, including handling of informal disciplinaries, grievances, performance issues, and sickness management.

Allocate work to the administrative teams as appropriate, taking into account department priorities, and using judgement to delegate work appropriately.

Ensure adequate cover across the department, through effective rota management and leave planning.

Ensure all patients receive the best and most appropriate treatment, tailored to the individual, for their illness in a timely manner and delivered by the most appropriate professional.

Responsible for the induction and on-going development of a team of administrators, taking responsibility for identifying training needs within the administration team regarding data entry and pathway/waiting list management and acting upon them.

During times of high pressure in the Trust, provide appropriate cover as agreed with Service Manager to other services to relieve pressures.

The post holder has a responsibility to comply with the Data Protection Act 1998 and maintain confidentiality of staff, patients and Trust business.

Deal effectively with verbal and written complaints taking rapid action to rectify difficulties immediately wherever this is possible. Investigate and formulate responses to written complaints within Trust time scales and ensure that action is taken to avoid recurrence where appropriate.

Must be able to work with changing priorities and be able to work autonomously on a number of responsibilities and requirements.

Team Leader Duties:

Ensure that all clinics are correctly outcomed within the 24-hour window.

Ensure patient data is correct during all appropriate interactions and is updated if necessary.

Ensure accurate and timely data capture, for all routine and urgent pathways.

Complete all validations for non-admitted patients in a timely fashion to ensure the appropriate activity is captured in order to ensure income recovery.

Proactively identify and follow up on key data items or outcomes that are absent or incomplete.

Use information systems to extract data to populate reporting templates as required, and in accordance with reporting schedules.

Administer and maintain all relevant hospital information systems.

Maintain local department databases or logs to enable services to track status or performance in a required area, e.g., complaint responses.

Identify potential delays or issues with a patient pathway or potential breaches and take preventative steps to avoid these.

Manage the outpatient waiting list, ensuring escalations are provided appointments within breach.

Lead and take part in PTL meetings

Manage slot utilisation and ensure all slots are being fully utilised.

Analysis of patient waiting times to facilitate optimal bookings are made for appointments.

Person Specification

Education & Qualifications

Essential

• Degree or equivalent relevant experience
• Courses / further study attended to demonstrate evidence of personal development.
• Strong working knowledge and proficient in the use of Outlook package - Power point, Excel, Microsoft Word as well as Access, Somerset, CIP and Cancer Alliance.
• Significant experience within the healthcare sector including cancer FDS Targets criteria.
• Experience of Partnership working.

Desirable

• Knowledge of medical terminology.
• Highly developed skills in: Project leadership, Problem solving & Data analysis.
• Understanding the changing NHS environment and its impact on service provision and staff.

Skills

Essential

• Ability to maintain excellent communication channels and good customer services.
• Maintain a high level of professionalism in manner
• Good interpersonal skills having a friendly and approachable manner
• Proactive, forward-thinking, quick problem-solving attitude

Experience

Essential

• Previous experience of working with the public and/or patients in a healthcare environment
• Experience of interaction with all levels of staff
• Previous administrative and organisational experience
• Experience of managing and prioritising own workload and working to deadlines
• Experience of dealing with non- routine and complex problems
• Experience of managing staff

Desirable

• Experience of drawing up staff rosters

Personal Qualities

Essential

• Teamwork and ability to develop strong collaborative working relationships within different teams and relevant administrative, clinical and management staff
• Ability to work without direct supervision
• Reliability - good time keeping
• Motivation to improve patient services
• Commitment to team working Creative approach to problem solving and service delivery

Desirable

• Ability to work flexibly to accommodate peaks and troughs of activity.
• Commitment to on- going learning and personal development.

Employer details

Employer name

North Middlesex University Hospital NHS Trust

Address

North middlesex hospital

Sterling Way

London

N18 1QX

Any attachments will be accessible after you click to apply.

393-NMUH-1381