Job overview

37.5 hours a week

Provide day to day operational management for Booking and admin staff in support of the Central Booking Office Manager.

Provide support and cover to the e-RS system manager.

Manage annual leave and sickness absence to ensure effective staff utilisation, application of HR policies and procedures, taking first line disciplinary action, participating in the recruitment process and conducting annual staff appraisals.

Analyse and resolve complex clinic utilisation and wait 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 will include representing the CBO and contributing to service delivery and process change decisions.

Investigate and respond directly to patients, clinicians and divisional managers in relation to complaints/datix including identifying ways to improve process.

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.

To liaise with the Trakcare Team and Senior Managers to efficiently manage clinic build / changes.

Ensure the correct clinic cancellation procedure is followed.

Main duties of the job

Extensive knowledge and experience of all outpatient booking systems including processes and procedures. Equivalent appropriate operational experience /NVQ level 4.  

Awareness of the impact that booking services has on the wider functions of the Trust

Full knowledge of NHS systems 

Sound knowledge of medical terminology including diagnostics applicable to a variety of specialties  

Sound team building and leadership skills including the ability to train, guide, persuade, encourage and motivate together with sensitivity to deliver reprimands in a positive manner. 

Sound understanding of Human Resources policies to enable application of annual and special leave requests, disciplinary policy and managing the recruitment process.

Excellent skills in verbal and written communication to include well developed experiential skills of tact, persuasion, negotiation, emotionally robust, diplomacy, conflict resolution and problem solving. 

Please see job description attached for a full list required.  

Working for our organisation

We take pride in placing people at the centre of everything we do, working together as a united team. Driven by a shared ambition to continually grow, develop, and learn, we recognise and value every contribution. By combining our experience and skills, we not only support our vibrant, diverse communities, but also support one another.
 

With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.