JOB DESCRIPTION

Job Title: Team Lead Oncology, Breast Clinic, Infusion Suite
Department: Patient Services
Reports to: Patient Services Manager
Date: 2025

QUALIFICATIONS

• Leaving Certificate or equivalent.

EXPERIENCE

• Minimum 3 years of experience in a similar role
• Computer literacy, including experience using MS Excel & Word

JOB SPECIFIC COMPETENCIES AND KNOWLEDGE

• Ability to communicate effectively and courteously with a wide range of individuals including: patients; referrers; Consultants; clinical & non-clinical hospital staff; health insurance staff.
• People Management and Performance Management. Ability to provide motivation and leadership to the team working in a busy environment.
• Ability to work consistently and accurately with processes and procedures.
• Exhibits ability to work as member of a team in daily performance of duties.
• Have a high capacity for responsibility and individual initiative
• Have strong organisational and decision-making skills
• Demonstrate ability to write clear and concise English.

OVERALL PURPOSE OF JOB

Our mission is to provide exceptional patient care in an environment where quality, respect, caring and compassion are at the centre of all we do.
The overall purpose of the role is to to lead the day to day operations of Oncology, Breast Clinic and the Infusion Suite to streamline existing processes, improve customer service and the patient experience. It is ensuring that all patients and visitors are received in a welcoming and professional manner and that all departments operate a high-quality service at all times.

KEY RESPONSIBILITIES AND DELIVERABLES

• Performance Management-Oversee the day to day operations of both direct and indirect reports including guidance and task management, increasing productivity.
• Act as first point of escalation to support the teams.
• Use Daily, Weekly and Monthly Tasks to achieve daily weekly and monthly goals.
• Ongoing training across the teams to create efficiencies’ and to maximise all tools available.
• People Management -Create and maintain a high-quality work environment, leading by example so team members are motivated to perform at their highest level.
• Monitor team performance, report regularly on metrics and support the Patient Services Manager in identifying trends and improvement opportunities and create efficiencies.
• Ensure any direct reports or indirect reports that vary from performance targets are dealt with promptly and escalated were needed.
• Work closely with CNM 3 for Cancer Services to continue to service develop and react to changes in service needs due to the cohort of patients in this particular service.

This role is an integral part of day-to-day service delivery within the departments.

• Attend to the needs of all patients and visitors to the hospital.
• Answer calls in a courteous and professional manner, answering queries where possible and re-routing calls to the appropriate people as required.
• Schedule patients on the hospital information system, ensuring all information is accurate and up to date.
• Advise patients on any charges to be paid and take payment for same.
• Ensuring all team members are trained in and actively use the CRM system during their working day.
• Provide a customer focused service at all times.
• Use the call management system to record relevant call details to create a more streamline service.
• Maintain the directory and other resources to ensure accurate dispensing of information.
• Assist in dealing with and recording complaints in an effective and courteous manner.
• Ensure departments keep a neat and tidy work area.
• Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
• Demonstrate a positive attitude that is supportive of your colleagues and manager in delivering the best service to patients and visitors