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•    To manage a professional, comprehensive and efficient reception and administration service

•    To support the outpatient clinics and the admissions team across relevant departments

•    To support the administrative teams through the transitioning of electronic patient systems

•    To ensure that an efficient and caring service is provided to all patients within the relevant clinics / services

•    To promote a positive image of the Trust’s outpatient and admissions services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first

•    To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping

•    To ensure adherence to the Trust’s Access Policy at all times

MAIN RESPONSIBILTITES

Operational management

•    To co-ordinate the smooth running of outpatient clinics

•    To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services

•    To ensure that all outpatient clinic and admissions administrative staff are aware of and compliant with relevant procedures and targets, including RTT and Trust Access Policy

•    To proactively manage the workload of the outpatient and admissions administrative team to ensure Trust targets are achieved

•    To monitor capacity requirements for all clinics and surgery, ensuring that capacity issues are highlighted as soon as possible, and working with the Deputy General Manager to address these issues where necessary

•    To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on to PAS and proactively promoting and collecting the FFT cards on the day of the patients attendance

•    To ensure that outpatient clerical teams ‘cash up’ clinics within 24 hours of the clinic taking place

•    To attend relevant meetings, representing the outpatient and admissions administrative support service, for the purpose of disseminating information to the staff and contribution to discussions regarding the maintenance and improvement of the services provided

•    To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this

•    To work with the Assistant Divisional Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality

•    To regularly engage with matrons, charge nurses/sisters, service directors and other consultants to ensure that the department is meeting their needs

•    To liaise with the services to address problems with outpatient clinics such as late finishing, overbooking and capacity issues, escalating to the Deputy General Manager where appropriate

•    To participate in Trust and area wide programmes that contributes to the modernisation of patient services

•    To initiate and implement new ways of working to standards as directed by the senior management team

•    To lead in the gathering and collation of outpatient audit data

•    To ensure department processes support the delivery of 18 weeks and other key Trust objectives relating to patient care and experience

•    To assist with coordinating requested ad-hoc clinics and additional theatre sessions ensuring logistics and resources are in place prior to set up

•    To order equipment for the clinical teams and ensure faulty equipment is repaired

•    To assist the Deputy General Manager to ensure that health and safety standards are maintained within the department at all times and notify the appropriate manager or representative for any action required

•    To hold the departmental risk register and be responsible for regular risk assessments and take action when required

•    To ensure the department and individuals are compliant with Health & Safety legislation, completing incident forms and developing action plans as appropriate to eliminate or reduce risks, forwarding documentation to appropriate departments in a timely manner

Human Resource Management

•    To ensure all staff have an annual appraisal and that individuals’ development needs are identified and addressed

•    To ensure all staff are compliant with mandatory training requirements

•    To take on full line management responsibilities including recruitment, induction, appraisal, development and retention of staff, 1:1 meetings, as well as managing sickness and absence, disciplinary and performance issues that may arise

•    To ensure absence and leave is accurately recorded for the department and submitted to the finance department monthly

•    To ensure that the highest quality of service is provided in each area at all times through the regular review of staffing structures, deployment, processes and workload allocation

•    To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care

•    To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and Trust as a whole

•    To ensure there is effective communication both up and down the management structure

•    To ensure regular team meetings are held so that staff are aware of the current issues/updates within the Trust and/or the directorate and to allow promotion of positive staff engagement

Patient Experience

•    To lead on resolving complaints and concerns from patients, staff, suppliers, other internal and external service providers and partner organisations; resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented

•    To proactively manage incident reporting, ensuring that the team feel confident in raising incidents and that these are effectively investigated, managed and actioned

•    To take an active role in initiatives designed to improve services provided to patients e.g. patient experience, privacy & dignity

•    To ensure the use of feedback tools within services is undertaken, also ensuring internal targets are met

•    To promote the Friends and Family test and ensuring that the target response rate is met by the team

•    To ensure an excellent level of customer service is provided by all clerical staff

Finance

•    To work with the Deputy General Manager and Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required

•    To be responsible for validation and signing of relevant bank and agency time sheets

•    To support the directorate with the CIP targets, ensuring that the team are working towards meeting these targets

•    To ensure that pay and non-pay spend within the directorate is sensibly managed and within budget

•    To contribute to the annual business plan, ensuring staff involvement in line with Trust objectives

•    To actively promote and support the directorate with its annual activity plan, ensuring plan is met across all sites

Other duties and responsibilities  

•    To work with the Deputy General Manager to implement policies and procedures in line with national guidance, Trust and local requirements

•    To work with the Deputy General Manager to ensure that Health Records Management policies  and NHS standards are met

•    To agree individual Personal Development Plan with line manager

•     To undertake any other duties as requested by the Deputy General Manager and commensurate with the grade.

   WORKING PATTERN

37.5 hours per week between 0800 -2000 Monday to Saturday based on a roster system
We reserve the right to vary your normal hours in order to cover evening and weekend clinics and those clinics which finish after 2000. We reserve the right to vary your normal hours of work and will, whenever possible give you reasonable notice of any variations. If the service requires it, you may be included in a rota system to cover extended hours.