Outpatient Booking Team Leader

at  Lewisham and Greenwich NHS Trust

We are seeking an confident and motivated team leader to join our Outpatients team.
The post holder will be responsible for the direct line management of the Outpatient Booking Team, l eading a team of booking service assistants to deliver a high quality service and provide a first class one-stop shop appointments service for care to: GPs, Healthcare professionals, patients and their representatives.
The main duties of the job include;
Direct management of the team
Appraisals/121’s
Training and inducting new staff
Monitoring staff sickness absence/leave request
Recruiting to vacancy’s
Support the roll out of new process’/ delivery of outpatient transformation initiatives to the team.
Monitoring and reviewing the department process’
Provide cross cover supervision for other Outpatients teams when required.
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
Widening access (anchor institution) and employability
Improving the experience of staff with disability
Improving the EDI literacy and confidence of trust staff through training and development
Making equalities mainstream
The post holder will be responsible for implementation, coordination and ensuring robust administrative processes exist within the Outpatient Booking Teams – Allied Clinical Services. They will be responsible for developing maximum productivity and efficiency in administrative working practices and lead on continual service improvement. The post holder will work closely with the Outpatient Managers and Service Manager to ensure targets are met across the Division.
The post holder will lead the team of Administrative and Clerical staff, giving direction and guidance as and when required and overseeing their training and development. The post holder will be responsible for ensuring cross cover is arranged between sites in order that an efficient and effective administrative system is provided at all times. The post holder will be the first point of contact for administrative queries from stakeholders.
The post holder will work closely with the Outpatient Managers and Service Manager to ensure all processes relating to booking appointments, Call Centre, Reception, Rescheduling and RTT are continually reviewed in order to provide an excellent service to patients and specialties.

To support the delivery of a cost effective and patient focussed Outpatient Service in line with the Trust’s strategic direction and service plan.
Manage the daily overdue follow up appointments worklist to ensure administration staff book patient appointments in chronological order and according to Trust elective access and booking choice policy.
Monitor e-Referral appointment requests, waiting list and appointment slot issues (ASIs) and distribute to administrative staff to action accordingly. To highlight any capacity issues to the relevant Service Manager and Outpatient Managers.
To produce weekly access reports to inform the specialties of the consultant and service waiting times.
To take responsibility for informing the Outpatient Managers and Service Manager of any concerns you have regarding workload or timescales to complete your work. Follow all relevant department standard operating procedures on all functions and tasks relating to this role.
Provide cover for colleagues by being flexible to work in other outpatient departments and locations.
To take responsibility for all new staff, to include induction, training and competency development of role.
Participate in audits by implementing, monitoring and collating data as required by the Outpatients management team.
Monitor staff adherence to Trust and departmental policies, procedures and mandatory training, identifying any training needs and implement solutions or corrective actions, keeping Outpatient Managers aware at all times.
Responsible for training colleagues in outpatient processes and procedure including developing updating and implementing task specific standard operating procedures.
Regular monitoring of the teams’ performance against key performance indicators ensuring that under performance is managed in accordance with Trust staff management policies.
Regular monitoring of quality of customer care, ensuring high standards are delivered and maintained at all times and patient enquiries are dealt with efficiently, professionally and appropriately.
Responsible for the fair distribution of administrative work, ensuring that all staff are flexible in their areas of work.
Responsible for producing the administrative team rotas/timetables, ensuring there is sufficient cover for all key tasks.
Responsible for providing cover for absent colleagues during periods of leave or sickness including the management of annual leave requests in conjunction with the Outpatient Managers.
First line management responsibility for outpatient booking staff, carrying out regular one to ones, team meetings, sickness and performance monitoring and workload reviews