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.
- 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
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.
Frimley Health Trust benefits on Vimeo
- 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