Booking Services Supervisor, Band 4

Job overview

• 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.

Main duties of the job

Extensive knowledge and experience of all outpatient booking systems including processes and procedures. Equivalent appropriate operational experience /NVQ level 4.

Awareness of the impact that booking services has on the wider functions of the Trust

Full knowledge of NHS systems

Sound knowledge of medical terminology including diagnostics applicable to a variety of specialties

Sound team building and leadership skills including the ability to train, guide, persuade, encourage and motivate together with sensitivity to deliver reprimands in a positive manner.

Sound understanding of Human Resources policies to enable application of annual and special leave requests, disciplinary policy and managing the recruitment process.

Excellent skills in verbal and written communication to include well developed experiential skills of tact, persuasion, negotiation, emotionally robust, diplomacy, conflict resolution and problem solving.

Please see job description attached for a full list required.

Detailed job description and main responsibilities

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.