Job overview
We are recruiting for a Booking Manager who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
You will be responsible for the overall performance of the waiting list team and the delivery of key performance indicators, working in collaboration with the Service Coordinator and Service Manager. You will oversee the day-to-day delivery of services to patients in line with agreed objectives, targets, quality standards, controls and available resources.
You will have direct line management responsibility for the Waiting List Officers within the waiting list team.
You will be required to manage key performance targets across the division and demonstrate continuous improvement in patient experience, supported by a balanced demand and capacity plan. The post holder will also be responsible for supporting, developing and nurturing the staff they manage, enabling them to build their knowledge and skills and perform to the required standard.
Effective communication is essential, you will be responsible for establishing and maintaining robust systems to ensure clear information flow, including cascading key messages, receiving feedback and taking appropriate action where required.
At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
Line manage Waiting List Officers, providing leadership, support, and development.
Oversee recruitment, onboarding, appraisal, and performance management for the team.
Ensure waiting list activity is managed accurately within Trust IT systems, including scheduling, amendments, cancellations, and rescheduling of admissions and appointments.
Monitor key performance indicators (KPIs) and implement corrective actions to maintain compliance with national and Trust standards.
Identify potential delays or issues in patient pathways and recommend process or policy improvements.
Liaise with consultants, GPs, and clinical teams to resolve queries and support effective patient scheduling.
Maintain accurate records and data within local and Trust-wide systems, ensuring quality, compliance, and reporting requirements are met.
Support the team in balancing demand and capacity to optimise patient flow and service delivery.
Working for our organisation
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
* The Lister Hospital, Stevenage
* New Queen Elizabeth II (New QEII), Welwyn Garden City
* Hertford County, Hertford
* Mount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person specification
Experience
Essential criteria
* Knowledge of NHS systems such as Bluespier, Power BI, Lorenzo and Microsoft applications
* NHS experience
Desirable criteria
* Experience in management of complaints
* Experience of managing staff
* Experience of managing change
* Experience of PTL management
Skills
Essential criteria
* Ability to self-reflect, carry out tasks of own job and identify areas of learning
* Ability to use and maintain resources efficiently and effectively
* Acts responsibly as a team member and seeks help when deemed appropriate
* A proven record of being able to work within set timeframes working to priorities and deadlines
* Able to monitor quality of own work
* Methodical and logical approach to work prioritisation and planning
* Able to work on own initiative and works well within a team
* Leadership skills, providing direction, guidance, and supervision
* Effective communication utilising listening, negotiating, and influencing skills
* Forward thinking and focused on patient outcomes
* Flexible approach to work and able to cope with changing priorities
Desirable criteria
* Ability to manage conflicting priorities
* Supervisor/Management qualification
Qualifications/Training
Essential criteria
* Office applications
* A sound knowledge and demonstrable competence re 18-week referral to treatment rules
Desirable criteria
* Recognised management qualification or evidence of working towards such.
* Evidence of continuing education and personal development