Job summary
- Main area
- Medicine
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Part time - 22 hours per week (4 days, 9-2.30)
- Job ref
- 230-48174309-MED-PATL-AS
- Employer
- George Eliot Hospital NHS Trust
- Employer type
- NHS
- Site
- George Eliot Hospital
- Town
- Nuneaton
- Salary
- £26,530 - £29,114 per annum pro rata
- Salary period
- Yearly
- Closing
- 29/11/2024 23:59
- Interview date
- 16/12/2024
Employer heading
Patient Administration Team Leader
NHS AfC: Band 4
George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.
The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.
Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join #TeamEliot.
Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.
We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further
We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.
Job overview
Job Title: Patient Administration Team Leader
Hours per week: 22 hours hours per week
Perm/Fixed Term: Permanent
Salary: £26,530 - £29,114 per annum, pro rata
Closing Date: 29th November 2024
Interview Date: 16th December 2024
**This post may close early due to high numbers of applications, so you are advised to apply promptly. **
All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.
A great and friendly place to work, so bring your passion, commitment and expertise and enjoy the opportunities to make a difference every day.
#JoinTeamEliot
Main duties of the job
To support the Patient Administration Manager with line management of allocated administration staff including recruitment and managing performance.
Undertake quality audits on patient administration and records to support the Patient Administration Manager as required.
Review outpatient clinic utilisation daily to ensure enough clinic capacity is available on Choose and Book and that gaps in both clinic are filled/adjusted where possible and escalate potential issues to the Patient Administration Manager when required.
Monitoring and maintaining the Medicine Directorate’s Outpatients appointment bookings, rescheduling and cancellations ensuring all patients are treated within the 18 Week RTT guidelines and 2WW for cancer patients.
To support the Patient Administration Manager with outpatient clinical scheduling and supporting the admin team to set up on the Patient Administration System (Lorenzo) at least 2 months in advance.
- Escalate concerns within team to Patient Administration Manager.
- Identify training needs of the team through supervision and appraisals
- Provide support to Managers of the Trust, consultants, nursing staff and all departments in relation to waiting list initiative clinics
Working for our organisation
Here at George Eliot our vision to ‘excel at patient care’ takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:
Effective Open Communication
excellence and safety in everything we do
Challenge but support
Expect respect and dignity
Local health that inspires confidence
Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, in house training and development, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.
Detailed job description and main responsibilities
To support the Patient Administration Manager with line management of allocated administration staff including recruitment and managing performance.
Under the direction of the Patient Administration Manager, review and update the department’s standing operating procedures.
Provide a first-class response to patient enquiries in a timely manner via phone or Email.
To be responsible for the smooth running of the department on a day to day basis.
The post holder will be the first point of contact for any issues with patients and staff. This requires a wide range of communication skills including receiving complex information, strong motivational and negotiating skills and the ability to remain calm and think logically to resolve an issue.
Ensure patient records are well maintained and information recorded accurately and updated with most up to date contact information.
Ensure all correspondence, reports, and test results are actioned accordingly and scanned into the patient record in an efficient and timely manner.
Booking and rebooking clinic appointments.
Booking appointments within national and local KPIs whilst managing patient expectations around choice.
Special Requirements
Sitting for lengthy periods using a VDU system
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Person specification
Experience and Knowledge
Essential criteria
- Working in a senior administrative or supervisory role
- Experience in a customer facing role
- Decision making and resolving complex work related issues
- Working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel
- Excellent understanding of general office working procedures
Desirable criteria
- Awareness of current issues within the NHS
Skills and Abilities
Essential criteria
- Excellent organisational skills
- Good presentation skills
- Strong leadership skills
- Able to supervise staff on a daily basis
- Sound decision making skills
- Excellent level of verbal and written communication
- Able to demonstrate good persuasion and influencing skills
- Able to use judgement and initiative to provide information and support
- Able to apply tact and sensitivity to establish trust and confidence
- Empathetic approach to managing and resolving enquiries
- Able to manage difficult and distressing situations effectively
- Able to analyse problems and initiate appropriate solutions effectively
Personal Qualities
Essential criteria
- Able to work using own initiative
- Able to work as part of a team
- Able to collaborate with others
- Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment and be able recognise when to escalate to appropriate manager
- Excellent attention to detail and accuracy
- Positive and flexible approach to work
- Understands limits of own responsibilities
Other
Essential criteria
- Occupational Health clearance
- Good attendance in line with Trust Managing Attendance Policy
- Reliable and punctual with flexible attitude towards working hours to meet service needs
Trust Values
Essential criteria
- Effective Open Communication
- Excellence and safety in all that we do
- Challenge but support
- Expect respect and dignity
- Local healthcare that inspires confidence
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Kayleigh Harper-Dedman
- Job title
- Patient Administration Team Leader
- Email address
- [email protected]
- Telephone number
- 02476 865279
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