Outpatient Bookings Team Leader

Outpatients Booking Team Leader/ Full Time/ Juniper House Brentwood /Competitive Salary  plus excellent benefits 

Due to a period of growth, Spire Healthcare’s East London and Essex hub are looking to appoint an experienced Team Leader to join our Team. You will ensure the delivery and administration management across all payors across the Patient Support Centre.  To ensure the Outpatients Administration  Team provide a high standard of customer service to all patients, consultants, NHS partners, staff and visitors and key stakeholders.

 

•To lead a team of multi-skilled administrators who can adapt to the demands of the business and to drive operational performance
•To adhere to HR policies and procedures within the reservations and pre op admin, including managing sickness, annual leave and underperformance management
•Ensure all administrators within the team have monthly 1-2-1’s and feedback sessions and EE’sset
•To run a monthly team meeting to communicate any updates or changes
•Ensure all calls are answered in a timely manner in line with operational KPI, delivering high standards of customer service at all times. Carry out quality assessments regularly and give feedback to the team
•Plan the workforce in line with activity and to ensure the timely management of all outpatient administrative tasks
•Create activity reports to share with the Outpatient Appointments Manager and the relevant SMT weekly during meetings
•Ensure the team are working efficiently by working on a daily task rota and altering it dependant on activity levels
•Ensure GDPR is adhered to at all times by the team
•Constantly look for new ways of working and process improvements in order to move in time with other aspects of the business
•Lead the introduction of new services, systems, software and external contracts within the outpatients team remit
•To work through Process KPI’s weekly and get to the route of any process issues that will then improve the scores
•To ensure all necessary spreadsheets, systems and processes are updated throughout the working day and to provide the Outpatient Appointments Manager, Director of Shared Services, Hospital Directors at all sites and all sites SMT with any data as required
•Attend and contribute to regular departmental meetings and keep up to date on all hospital/Patient Support Centre matters relating to patient administration.
•To deputise for Outpatient Appointments Manager in their absence.

 

What Skills are we looking for :-

Essential:
• Proven experience within an administrative and/or customer service environment
• An accurate approach when working to strict deadlines and a confidence when delivering information to key personnel.
• Excellent communication skills, both written and verbal.
• An ability to build relationships not only with colleagues but also with Consultants, Patients, Secretaries, and ICB’s.
• Proficiency in Microsoft Office, particularly Word, Outlook and Excel.
• Enthusiastic, self-motivated, able to prioritise and work accurately under pressure with sound numerical and analytical ability and attention to detail.
• Ability to work independently and as part of a team.
• Good organisational skills and time management.
• Commercial awareness

 

Desirable:
• Knowledge of Spire Healthcare systems would be beneficial
• Experience of working in a hospital environment

 

 

General Responsibilities:
• Present a professional image at all times in respect of dress, appearance and personal conduct
• Support other staff in the performance of the duties and establish good working relationships with colleagues and other Spire Healthcare staff
• Promoting effective lines of communication throughout the working environment
• Continuously improving both oneself and the team to deliver on the key tasks and objectives identified in Enabling Excellence reviews
• Attend training events and meetings in order to acquire the knowledge and skill that have been identified as making the post holder particularly successful
• Perform all duties in accordance of hospital policies
• Attend all mandatory training sessions and any other training and development courses as required

 

Working Hours: Full time 37.5 hours over 5 days, Monday to Friday including occasional Saturdays.

Please ensure you are able to commit to the above before submitting an application.

Contract Type: Permanent, Full time

Benefits:

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Employer and employee contrib