Booking Services Supervisor, Band 4
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37.5 hours a week
Provide day to day operational management for Booking and admin staff in support of the Central Booking Office Manager.
Provide support and cover to the e-RS system manager.
Manage annual leave and sickness absence to ensure effective staff utilisation, application of HR policies and procedures, taking first line disciplinary action, participating in the recruitment process and conducting annual staff appraisals.
Analyse and resolve complex clinic utilisation and wait time issues involving consideration of a variety of factors in multi-venue / multi sub-specialty clinics in the context of clinical and national wait times and unpredictable demand.
Develop and maintain productive working relationships with colleagues including contributing to the wider activities of the Trust by attending meetings with Clinical Divisions, Consultants, Senior Managers and other departments. This will include representing the CBO and contributing to service delivery and process change decisions.
Investigate and respond directly to patients, clinicians and divisional managers in relation to complaints/datix including identifying ways to improve process.
Provide first line management pursuit of harassment and / or bullying complaints on behalf of team members in relation to aggressive or abusive patients or colleagues.
To liaise with the Trakcare Team and Senior Managers to efficiently manage clinic build / changes.
Ensure the correct clinic cancellation procedure is followed.
Job description
Provide leadership for a team of Booking Co-ordinators to ensure delivery of a responsive, efficient and supportive customer focused service.
Manage annual leave and sickness absence including return to work interviews and to ensure adequate levels of cover are maintained to meet daily changing priorities.
Ensure all patients receive appointments within clinical and Trust waiting time targets with appropriate advice and guidance.
Ensure a proficient professional call centre service by minimising call response times and the number of engaged responses and ensuring timely responses to messages.
Ensure data quality and accuracy of all booking processes and procedures.
Ensure all staff receive appropriate training, guidance and support and receive an annual appraisal.
Ensure optimum use of clinical resource and appointment capacity in all county sites.
Escalate the timely turn-around of letters by consultants to support efficient use of clinic capacity.
Ensure clinic cancellation requests are managed and challenged as necessary.
Ensure that Trakcare is used in accordance to the CBO User Guide and that issues are escalated promptly.
Ensure DoS Team are advised of changes to service provision.
Ensure speedy resolution of patient, managers and clinician complaints.
Attend performance meeting weekly with lead supervisor to discuss capacity issues within your service and report data. As well as meeting with your services management team to regularly to discuss these issues.
Undertake any other appropriate duties within the role, as required at the request of your Line Manager.
Identifying issues with both internal and external processes that may impact the work of the CBO, escalating to the relevant staff members.
Follow numerous CBO and trust wide processes and policies.
Person specification
Qualifications
Essential
- Evidence of basic schooling/Education (GCSE) with English, Mathematics or Equivalent
- Professional customer care skills equating to NVQ level 3
- Keyboard skills equivalent to RSA 3
Experience
Essential
- NHS experience
- Previous experience of managing a group of staff in busy and challenging working environments
- Experience in managing/supervising staff
Desirable
- Ability to work as a part of a multidisciplinary environment
- Knowledge of medical terminology
- Experience of working in customer care/call centre environment
Knowledge / Skills
Essential
- Good communication skills, written and verbal
- Good IT skills and a high level of proficiency in Microsoft office
- Excellent organisational skills with the ability to constantly prioritise
- Ability to influence and engage others both at peer and senior level
- Ability to learn various IT systems and use them alongside each other
About the employer
We take pride in placing people at the centre of everything we do, working together as a united team. Driven by a shared ambition to continually grow, develop, and learn, we recognise and value every contribution. By combining our experience and skills, we not only support our vibrant, diverse communities, but also support one another.
With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.