Team Leader - Plymouth, United Kingdom - University Hospitals Plymouth NHS Trust

University Hospitals Plymouth NHS Trust

Verified Company

Plymouth, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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.

Interview will be Friday 19th December, with a 10 minute presentation on: How will you manage and prioritise workloads to meet targets and deadlines whilst meeting the needs of our service users?

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 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. Ensur