Team Leader - Patient Access

Job overview

Team Leader - Patient Access (West Middlesex site)

We are looking for an enthusiastic patient focused individual to join our Outpatients team. If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you.

As a Team Leader In Patient Access you will manage and lead a team of administrators  and will be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance.

The post holder will have specific responsibility for driving forward excellent standards of customer service taking action where levels of service delivery fall short of what is required or do not uphold Trust values.

Main duties of the job

The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients.

They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance within Outpatients.

They will have excellent communication skills, ability to prioritise own workload, ability to motivate and enthuse others and have a positive and flexible approach to the changing demands and opportunities of the service

Detailed job description and main responsibilities

Roles and responsibilities

• Take overall responsibility for efficient running of the administrative function, maintaining effective office/ departmental systems and processes.
• Work with other members of the wider team to ensure quality standards are adhered to.
• Ensure that the team is aware of relevant Trust policies and procedures relating to service delivery.
• Develop new processes for the service with a view continuously improving the patient experience.
• Create and prepare reports relating to service delivery and performance and recommends actions where areas of improvement are identified.
• Take responsibility for the even distribution of workload within the department, initiating amendments or improvements where necessary
• Take responsibility for patient/client care in terms of dealing with complex patient queries, particularly where patients are distressed and emotional.
• Manage complex patient queries referred from other staff to an appropriate resolution
• Manages any complaints in accordance with the directorate’s clinical governance/ complaints guidelines.

• ensure appropriate training and induction is in place for new members of the team, and refresher and mandatory training takes place for all members of staff
• Provide cross cover for Team Leader colleagues across the clinical administrative teams where necessary
• Organise and conduct annual appraisals with staff and develop PDPs, ensure training and development needs are met. To evaluate staff performance against PDP’s taking appropriate action to ensure that staff abilities and aptitudes are developed and potential maximized in line with KSF
• Co-ordinate regular team meetings and including other relevant key personnel
• Maintain personal files for individuals and maintain as confidential
• Effectively address issues of poor performance, conduct and attendance
• Co-ordinate and formulate appropriate responses to patients and other complaints and work with PALS and the complaints department

• Investigate complaints within specified timeframes, liaising with divisional managers and clinicians as necessary to obtain required information to formulate a response
• Collate staff attendance figures and manpower returns and send to the appropriate department
• Ensure that the team is aware of relevant Trust policy & procedure updates
• Oversee stationery supplies and other stock and non-stock items and authorise new orders in line with budgetary constraints.
• Ensure trust-wide standard operating procedures and policies developed for clinical administrative processes are adhered to; participate in the review of and development of new procedures
• Assist line Manager in maintaining a quality assurance process to ensure standard operating procedures, policies and procedures are being adhered to within the clinical administrative team
• Pro-actively monitor  all administrative processes and responsibilities highlighting any system, procedural or capacity issues in line with the needs of the service
• Attend on behalf of the service all relevant Trust wide user groups cascading relevant information to staff
• Ensure the office environment is maintained within Health and Safety standards and projects a professional image
• Comply with Trust procedures for tracking the whereabouts of patient records at all times
• Assist all members of staff an patients with the uptake of new technologies, and where required become a ‘user champion’ to embed learning