Appointments Manager - Outpatient

at  Spire Healthcare

ADMINISTRATION MANAGER – OUTPATIENT APPOINTMENTS | JUNIPER HOUSE - BRENTWOOD | FULL TIME 37.5 HOURS PER WEEK | MARKET LEADING SALARY PLUS EXCELLENT BENEFITS

Due to a period of growth, Spire Healthcare’s East London and Essex hub have a fantastic opportunity for an ambitious Manager to join our team as an Administration Manager – Outpatients Appointments
Overseeing our Outpatient booking department to ensure we provide a high standard of customer service and care to all patients, consultants, NHS partners, staff and visitors and any key Hub stakeholders.

ROLE PURPOSE

Responsible for providing clear professional leadership a team of administrators, ensuring efficient and robust processes exist to support the requirements of service users across the hospitals that the centre is supporting. Working closely with General Manager and Hospital Heads of Department to help deliver short- and long-term business achievement contributing to the individual hospital’s overall successes.

KEY RESPONSIBILITIES

• Provide clear leadership in the operation and delivery of the Outpatient bookings function which includes Clinic administration, Call handling and NHS Pathway management.
• Oversee and support the training of all colleagues in the Outpatient Bookings teams.
• Work with Operations Directors, Capacity Managers and or Clinical Outpatient managers to ensure outpatient bookings are maximised across the hospitals in line with all Hospital AOP’S, maximising capacity and utilisation.
• Developing strong and effective communication channels throughout the outpatient bookings team by holding regular team meetings and promoting the correct Spire behaviours.
• To be ultimately responsible for the people management of the outpatient bookings team including recruitment, training, sickness recording, annual leave, health and safety and performance management including compliance with DSE assessments and manual handling requirements.
• Actively promote ongoing personal development within teams to ensure we have a skilled workforce who are up to date with any changes relating to their individual roles.
• Establishing and maintaining a comprehensive whole organisational approach to improving customer service, including setting standards, benchmarking, and agreeing action plans with Team Leaders, ensuring relevant KPI’s are monitored and met.
• Constantly review the performance of the outpatient bookings services based on feedback received from customers, including consultants, and relevant stake holders, developing action plans for ongoing continuous improvement.
• Where appropriate, leading on the investigation and response to formal complaints, including the reporting of adverse events.
• Ensure all colleagues have an end of year and mid-year review and are compliant with their mandatory training. Department to achieve 96%.
• Provide and receive patient information, ensuring that all patient information is provided, received, and recorded in accordance with the Data Protection Act and Spire policies.Carry out any other duty that reasonably falls within the general nature and level of responsibility of the post.