Job summary
- Main area
- Central Booking Office
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 318-24-COR-R12792
- Employer
- Gloucestershire Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Gloucestershire Royal Hospital
- Town
- Gloucester
- Salary
- £28,407 - £34,581 per annum
- Salary period
- Yearly
- Closing
- 04/08/2024 23:59
Employer heading
Booking Services Lead Supervisor, Band 5- Central Booking Office
Band 5
Join us at an exciting time for Gloucestershire Hospitals NHS Foundation Trust! We have an ambitious plan for our journey to Outstanding and are looking for aspirational, committed individuals to join us, making a real difference to both staff and patients.
As a former winner of England for excellence award: Tourism destination of the year, the beautiful city of Gloucester and the scenic regency spa town of Cheltenham are fantastic places to work and live.
As a hospital Trust we are currently involved in over 100 clinical trials and studies, whilst also providing acute elective and specialist services to a population of over 620,000.
By joining Gloucestershire Hospitals NHS Foundation Trust new colleagues can look forward to a warm welcome and a future full of opportunities and support.
Job overview
Provide day to day operational management for a teams comprising of Supervisors, Booking Office Co-ordinators, Appointment Booking Officers, Administrative / Registration team and deputise for the Booking Services Manager where necessary.
Develop and monitor Key Performance Indicators for Central Booking Office (CBO), in line with the Trust’s access policy and national access targets.
Manage annual leave and sickness absence to ensure effective staff utilisation of workforce in line with the Trust’s HR policies and procedures, participating in the recruitment process, disciplinary action and annual staff appraisals.
Working with the Booking Services Manager and the General Manager to develop a workforce plan for CBO which includes supporting the apprentice programme.
Analyse and resolve complex clinic utilisation and waiting time issues involving consideration of a variety of factors in multi-venue / multi sub-specialty clinics in the context of clinical and national wait times and unpredictable demand.
Develop and maintain productive working relationships with colleagues including contributing to the wider activities of the Trust by attending meetings with Clinical Divisions, Consultants, Senior Managers and other departments. This may include representing the Booking Team up to
Director level meetings and contributing to service delivery and process change decisions.
Investigate and respond directly to patients, clinicians and divisional managers in relation.
Main duties of the job
Please see the attached job description and person specification for more information on the main duties of the vacancy.
Working for our organisation
Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK. We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir. The CBO currently has 100+ staff consisting of Management, Supervisors, Lead Supervisors, Booking Specialists, Support Supervisor and Admin &Phone team staff. Once training has been completed, there may be an opportunity to be part of the hybrid working rota
Detailed job description and main responsibilities
To ensure RTT related targets are met in compliance with national and local guidelines and Gloucestershire Hospitals NHS Foundation Trust’s Access Policy.
Liaise with the General Manager and Assistant General Managers regarding their specialities and highlight where necessary the need for additional clinics or any other clinic related issues to effectively manage the 2WW and RTT.
Represent the team in Planned Care performance meetings.
Foster a good working relationship with all services by regularly communicating with them and by ensuring CBO is represented in the Divisional Check and Challenge Meetings.
To lead on own improvement projects and support associated projects for change.
Liaise and communicate with internal and external stakeholders with any issues relating to planned care.
Ensure the data quality of reports relating to planned care is accurate.
Ensure the slot utilisation is maintained at over 95% which included new and follow up slots.
Working closely with the General Manager and Assistant General Managers, ensure the Trust’s Access Policy is adhered to with regards to DNA’s & cancellations.
Assist in the monitor and authorising of Clinic Cancellations and Rescheduling, including highlighting to the General Managers where this may adversely affect the service and patients.
Monitoring of 2WW appointments ensuring patients are seen within national timescales.
Deal with enquires / requests/ complaints from members of the public.
Deal with hospital general enquiries via the email system.
Respond to correspondence received from patients, consultants, clinicians and general practitioners.
Day to day line management of teams within the department providing effective leadership.
To optimise the use of resources.
To maximise the potential of the team, undertaking Personal Development
Reviews and ensuring developmental plans are in place.
To achieve appropriate staffing levels ensuring that staff annual leave is evenly distributed and staff sickness is managed in accordance with Trust Policies and Procedures.
To assist in selection and recruitment of staff, ensuring induction programmes are in place for all grades of new staff.
To maintain service delivery at Service Level Agreement activity levels and quality standards, whilst ensuring that equipment in service and staff practice comply with health and safety standards at all times.
To investigate and take corrective actions relating to untoward incidents, accidents and complaints in accordance with Trust Policies and Procedures.
To support the Booking Services Manager with disciplinary cases, investigating issues/concerns and taking management actions as necessary.
To ensure that all staff adheres to Trust Policies and Procedures at all times.
This includes staff compliance of all Health and Safety Policies and the Data Protection Act 1998, which relates to electronically stored personal data.
Develop and implement guidance, process and procedures within own areas ensuring all SOPs are up to date and accurate.
Act as an authorised signatory and take delegated responsibility for the budget for CBO.
Organises and completes audits within the booking teams to identify areas for improvement / change or effectiveness of processes and procedures.
Attend performance meeting weekly with CBO General Management to discuss capacity issues within your service and report data. As well as meeting with your services management team to regularly to discuss these issues.
Provide first line management pursuit of harassment and / or bullying complaints on behalf of team members in relation to aggressive or abusive patients or colleagues.
Management and maintenance of clinic related letters, working with external providers to ensure that letters are sent as appropriate.
Ensure the correct clinic cancellation procedure is followed and that consultants are challenged in relation to short notice. Involving negotiating with clinicians to ensure additional capacity to meet urgent unprecedented demand and to compensate for cancelled sessions.
Undertake any other appropriate duties within the role, as required at the request of your Line Manager.
Person specification
Qualifications
Essential criteria
- Evidence of basic schooling/Education (GCSE) with English, Mathematics or Equivalent
- Appropriate years’ experience as a supervisor or in a similar role in a booking office
Experience
Essential criteria
- NHS experience
- Experience of managing and dealing with complaints
- Good understanding of planned care pathway including local access policy and national access targets including RTT
- Previous experience of managing a group of staff in busy and challenging working environments
Desirable criteria
- Experience of providing training to others including on IT systems
Knowledge/ Skills
Essential criteria
- Good communication skills, written and verbal
- Good IT skills and a high level of proficiency in Microsoft office
- Excellent organisational skills with the ability to constantly prioritise
- Ability to influence and engage others both at peer and senior level
- Exceptional problem-solving skills and ability to identify an outcome
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Charlotte Jones
- Job title
- Booking Services Manager
- Email address
- [email protected]
- Telephone number
- 0300 422 4568
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