Team Leader - Outpatient Appointment Centre Plymouth, England
Job description
We have an exciting opportunity to work within the Outpatient Appointment Centre as a Team Leader. You will manage a small team and work closely with Service Line Management teams to meet trust targets. You will work closely with the OAC Manager and attend regular meetings with all key stakeholders.
Please note that applications from temporary workers who have been engaged with the Trust for a minimum of 3 months are welcome.
***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
We are currently looking for a Team Leader to work within the Outpatient Appointment Centre (OAC). The role will entail managing a multi-skilled team and supporting the Outpatient Appointment Centre Manager. Applicants will need to be organised, hardworking, adaptable, committed and motivated individuals to help us provide a patient focused service representing University Hospitals Plymouth NHS Trust. The post requires someone who can work as part of a busy team and on their own initiative. The successful applicant must be reliable, with excellent interpersonal skills, and be prepared to perform a variety of tasks. Qualifications stated must be able to be proved, failure to evidence all stated qualifications could lead to the offer of employment being retracted. There will be some opportunity to work from home if preferred but the ability to attend the workplace is a must. For further information please call Laura Wallace on via email at [email protected] or via MS Teams.
We are a team of approximately 80 staff within University Hospitals NHS Trust. We are committed to putting patients first and strive to meet Trust targets. We booked approximately 250000 appointments per year as well as supporting the trust with other administrative tasks. University Hospitals Plymouth NHS Trust is the largest hospital in the south west peninsula, providing comprehensive secondary and tertiary healthcare. Our geography gives us a secondary care catchment population of 450,000 with a wider peninsula population of almost 2,000,000 people who can access our specialist services. The population is characterised by its diversity - the rural and the urban, the wealthy and pockets of deprivation, and wide variance in health and life expectancy. We work within a network of other hospitals to offer a range of specialist services such as kidney transplant, cardiothoracic surgery and neonatal intensive care and high risk obstetrics.
To ensure a firm understanding of the Access Policy for planned care Services and Service Line Agreements and be able to work to this guidance.
To ensure staff have a good understanding of all the policies and procedures and comply 100%, monitoring this via Data Quality reporting and taking action where necessary in accordance with Trust Policy and reporting any identified issues to the OAC and OAC Support Managers where appropriate
To accurately record, monitor and review the activity within their respective team. Preparing team rota and expectation requirements to meet the demands of the service lines and balancing the demands of the OAC.
To attend regular POD meetings, management meetings and appropriate Service Line meetings on behalf of the OAC Manager. Ensuring the OAC are represented professionally and are kept updated on relevant information according to set agenda and arranging for minutes to be issued to relevant parties within agreed timescales. Due preparation is expected for meetings in terms of utilisation, PTL performance, Trust focus performance updates etc.
To have an awareness of teams’ performance at any given stage based on completion of activity reports, team updates and weekly review meetings.
Monitor Primary Target Lists (PTLs) to ensure staff are booking patients when they should be seen within current and target waiting times.
Monitor clinic cancellations and amendments ensuring that patients are rebooked in line with the Trust Waiting Trust Policy.
To be responsible for cancelling and reducing clinics as and when required.
To understand the booking rules of the clinics and to ensure that staff book appointments in accordance with the Trust Waiting List policies (including Cancer Waiting Times) and national targets.
Manage staff ensuring that a satisfactory level of service is maintained at all times. This will involve monitoring the queues and moving staff as appropriate to cover all tasks to be completed.
Ensure staff are aware of each other’s roles, in order to provide support and cover during periods of sickness/annual leave wherever possible.
To receive and respond in a professional manner to any complaints received regarding the reminder service campaigns. If necessary listening to the call recording to help with the investigation.
To monitor patients who have failed to receive a reminder call or text message investigating the reasons why and make the necessary amendments to ensure this is resolved.
To monitor and report the number of patients who request a call back and to ensure their call backs are managed appropriately by the team.
To ensure the team are selecting an appropriate activity code before moving onto their next call. This is especially important for reminder calls they receive.
To set up specialty skills per staff member on the system and amend/remove as necessary according to their level of experience and working area.
To ensure any new staff members are trained as appropriate on the use of the telephony system.
To ensure the telephone directory on the telephony system is correct and up to date with regards to your teams contact information.
To ensure that a clear understanding is obtained for yourself and your Team surrounding Data Quality, Information Governance, Case note Handling, Health Roster (MAPS), Patient Management Systems (IPM), eReferral (eRS) and all other systems used and be able to work within these guidelines at all times.
To obtain a thorough knowledge of the duties relating to all OAC staff. Ensuring that you are kept up to date with any changes in processes relating to their daily and weekly tasks.
To ensure the monitoring and compliance of all Trust policies and procedures.
To ensure that an Individual Performance Review is obtained from the supervising Line Manager on an annual basis and in turn undertakes staff appraisals for your Team.
To undertake other duties within the post holders’ competence/career development plan as may be necessary from time to time, as determined by OAC Manager.
To assist in short listing and take part in interview panels.
To carry out back to work interviews and informal sickness meetings on the day that the member of staff returns to work.
To conduct and report any performance issues regarding members of staff ensuring that file notes are made. To inform the OAC and OAC Support Managers as appropriate.
To adopt a professional, confidential and confident approach when dealing with staff issues.
To undertake regular in-house staff meetings with your Team.
To approve annual leave for teams and ensure sufficient staff are available to cover and update Maps as required.
The need to adopt a hands on approach when dealing with workload pressures or absences within the Team.
To receive and deal with confidential telephone calls from patients and be able to deal with patients complaints.
To produce a draft response to patient complaints and forward to OAC Support Manager within agreed timescales.
To attend meetings when required with all levels of staff to provide updates and any required changes.
To liaise closely with service lines if there are any changes to clinic profiles, clinic cancellations/reductions or additional clinics and provide us with booking guides.
To ensure that new and follow up patients are booked in line with specific clinical booking rules and those patients are given sufficient notification of their appointment. OAC to book as directed by the Service Lines.
To ensure that suspected cancer 2-week wait patients are booked within policy guidelines. OAC to book as directed by service lines once capacity has been provided.
To be aware of any incidents preventing patients being booked and highlight these issues to the OAC Manager and the Service Line Managers.
To monitor the utilisation of outpatient clinics and escalate any issues to the OAC Manager and the Service Line Managers.
- To ensure that the Team liaise with the service lines if additional information has been requested regarding the number of patients still waiting to be booked.
To ensure that the Team follow the correct DNA policy.
To ensure staff are adding alerts to iPMS and informing the correct department.
To ensure OAC staff have their referral packs ready for the Prepping Team within the agreed timescale.
To ensure team are requesting notes in time for the Prepping Team – including late additions to clinics.
Liaise with the Outpatient Performance Office Co-Ordinator regarding access to correct email access and Corporate Services.
To alert the OAC Performance Support Manager to any risks or manual handling issues so that a risk assessment can be carried out.
To ensure that work is divided equally amongst the Teams including additional clinics.
Ensure the Teams cross cover in times of absence.
Training
To assist in ensuring that all staff receive the appropriate training to enable them to undertake their duties
To assist in ensuring that all staff undertake statutory update training to include awareness of fire prevention, health and safety issues and regular updates.
To ensure that all new staff undergo a local induction process and receive the necessary support within the Team.
Health & Safety
- To make OAC Performance Support manager aware of situations in order to prevent H&S issues. To assist in ensuring that all staff have the appropriate equipment and space to enable them to undertake their duties and that they are aware of their own responsibilities regarding health and safety.
To ensure that all communication with patients and staff is clear and concise and that any complaints are dealt with as soon as possible.
To ensure that all staff are informed of any relevant information.
To liaise with service line regarding any issues.
To ensure that the OAC and OAC Support managers are kept informed of any important issues.
Confidentiality
Matters of a confidential nature with which your work brings you into contact, particularly information relating to the diagnosis and/or treatment of patients individual staff records, information regarding contracts, tenders etc. may not be divulged without the authority to do so, disciplinary action will be taken for any breach of confidentiality.
