Surgery - Outpatient Booking Centre Team Leader

KEY TASKS & Responsibilities: To work with the line manager to ensure all staff are trained appropriately and to help set up and maintain training records to ensure all staff are up to date with any necessary training required. To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust. To manage staff on a day to day basis including induction, appraisal and initial performance management. To support the Patient Pathway Co-ordinator to create and maintain Standard Operating Procedures (SOPs) for staff. To ensure all patients and visitors are treated with dignity, respect and empathy at all times. To deal with patients in a polite and respectful manner complying with their requests where possible. To support the Trust in delivering NHS targets. To respond in a timely fashion to all administrative duties within the team. To support the implementation of all new IT and patient administration systems. Assist
and be pro-active in all modernisation projects that concern the team and improve patient pathways. To be multi-skilled in your working role and able to assist in all areas of the department as and when required. To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy. To ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the Electronic Patient Record system in accordance with Information Quality Assurance. To liaise with the Clinical team and Patient Pathway Co-ordinator/Service Manager to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise. To ensure capacity is fully utilised and to escalate when demand exceed capacity available and there is a potential patient risk to performance and patient safety. To adhere to the Trust
values of being committed to excellence, working together and facing the future. To attend specialty meetings for your lead specialty as and when required. Follow all Trust and local policies and procedures at all times. To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal. To become an expert in the use of Epic.