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Job Overview
We are looking for an experienced team lead to become an integral member of our Parkside private dept. The role will be based at Parkside Frimley Park Hospital with a requirement to also work out of Heatherwood Hospital on a regular basis.
Job Overview
We are looking for an experienced team lead to become an integral member of our Parkside private dept. The role will be based at Parkside Frimley Park Hospital with a requirement to also work out of Heatherwood Hospital on a regular basis.
The successful post holder will build close relationships with our internal and external stakeholders ensuring that we are offering a high level of customer service at all times.
You will have a strong focus on supporting the growth of Parkside and implementing change where required.
Main duties of the job
* The post holder will work as the Team Lead for the Private Outpatient Admin and Reception teams cross site and be responsible for providing excellent customer service and contributing proactive information to support the Parkside management team
* The post holder will assist with the day to day running of the outpatient admin, pre-op and reception teams cross site supporting the Service Manage and covering, if required in their absence
* The post holder will work closely with all Parkside areas to support the Trust’s targets, i.e. utilisation/income
* The post holder will be involved in transforming current work practices to meet all Trust requirements – this will be heavily system based working through private work queues with EPIC & CC8
* The post holder will be responsible for the day to day management of staff which includes; induction, 121, appraising, rotas, sickness and initial performance management
Working for our organisation
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
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Detailed Job Description And Main Responsibilities
* To work with the Service manager to ensure all staff are trained appropriately and to help set up and maintain training records to ensure all staff are up to date with any necessary training required
* To ensure all phone calls/emails are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust
* To manage staff on a day to day basis including induction, appraisal and initial performance management
* To support the Service Manager to create and maintain Standard Operating Procedures (SOPs) for staff
* To ensure all patients and visitors are treated with dignity, respect and empathy at all times
* To deal with patients in a polite and respectful manner complying with their requests where possible
* To support the Trust in delivering private patient income targets
* To respond in a timely fashion to all administrative duties within the team
* To support the implementation of all new IT and patient administration systems
* Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
* To be multi-skilled in your working role and able to assist in all areas of the department as and when required
* To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
* To ensure demographics incl. email and daytime contact numbers are obtained and checked on each individual call and updated on the Electronic Patient Record system in accordance with Information Quality Assurance
* To liaise with the Clinical team and Patient Pathway Co-ordinator/Service Manager to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
* To ensure capacity is fully utilised and to escalate when demand exceed capacity available and there is a potential patient risk to performance and patient safety
* To adhere to the Trust values of being committed to excellence, working together and facing the future
* To attend specialty meetings for your lead specialty as and when required.
* Follow all Trust and local policies and procedures at all times
* To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
* To become an expert in the use of Epic & CC8
Person specification
Experience
Essential criteria
* Significant customer service and administration experience
Desirable criteria
* Experience within an administration team lead role
skills and knowledge
Essential criteria
* Excellent written and verbal communication
Desirable criteria
* Knowledge of IT systems - EPIC and Compucare 8
Qualifications
Essential criteria
* Good level of education with a pass in Maths and English
Desirable criteria
* NVQ 3 in Business and Administration or significant NHS experience
Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As a well performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.
We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in health & wellbeing, delivering excellence for our communities.
We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.
We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June and we are already beginning to reap the benefits of this ambitious investment.
Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.
Apply online now
Seniority level
* Seniority level
Mid-Senior level
Employment type
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Full-time
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Information Technology
* Industries
Hospitals and Health Care
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