Central booking office manager

Duties and Responsibilities Communication and Relationship Skills The post-holder will be expected to: Effectively manage the Central Booking Team teams ensuring the delivery of an effective and efficient administrative process within structures that are fit for purpose. Manage the Central Booking office staff ensuring that the correct processes are implemented in order to facilitate patient choice to all patients coming to an outpatient appointment. Provide accurate wait time information to the Directorate teams (new and follow up). Ensure that effective administrative and booking processes are implemented and carried out accurately and that the processes are compliant with national guidance on access. Implement procedures to ensure that patients are treated in line with the NHS Plan access, booking and choice targets across the elective pathway. Develop and maintain a culture within the teams that promotes improvement and quality. Promoting best practice throughout the teams, learning from national and local experience. Develop and implement monitoring systems to ensure compliance with internal key performance indicators; the Trusts Access Policy; operational policies and reform programmes. Assist the OPD Deputy Directorate Manager and OPD Directorate Manager in the development of operational policies and procedures relating to elective care. Develop standard operating policies for all outpatient booking procedures. Ensure that staff within the administration and booking teams are managed effectively and that Trust HR policies are adhered to. Deal with telephone enquiries from all staff groups, patients, relatives/carers, providing information, directing and prioritising queries as appropriate to ensure efficiency and effectiveness of service delivery. Liaise with patients regarding the booking of appointments and admissions and demonstrate, respect, empathy and sensitivity in all communication with patients. Respond appropriately to concerns raised by patients and other service users, adhering to the Trusts complaints policy; Assist the OPD Deputy Directorate Manager and OPD Directorate Manager to identify training needs of the teams and deliver/facilitate necessary training. Work actively with clinicians, managers and other colleagues in order to effectively address operational issues that arise and manage these effectively. Develop and ensure the implementation of an induction and training programme for new staff within the administration and booking teams. Lead the recruitment process across the administration and booking teams ensuring that expenditure remains within allocated resources. Undertake annual personal development plans (PDP) for all staff members in line with Knowledge Skills Framework (KSF) ensuring that regular reviews/one to ones take place. Disseminate relevant information to individuals and departments within the Trust, producing written reports as required. Respond to complaints in a timely manner in line with the trust policy. Effectively manage change by negotiating efficiently with clinical and non-clinical staff and other stakeholders. Ensure that the teams have an effective communication strategy in place so that staff are fully appraised of the issues which affect the team and also the wider issues which exist within the organisation. Planning and Organisational Skills The post-holder will be expected to: Allocate workload across the Central booking team ensuring cross cover between the teams where required. Ensure that all teams are adequately staffed. Responsible for the recruitment and selection of staff, planning and organising cover during absence; absence management; implementing policy on attendance management; staff appraisals and one to ones. To be accountable for pay and non-pay budgets ensuring delivery of financial targets. Responsible for the appraisal and mandatory training compliance within the Central booking office. Knowledge, Training and Experience The post-holder will be expected to: Provide staff, both clinical and non-clinical, with expert advice and guidance on issues relating to the elective access pathway administration and booking and scheduling processes and procedures. Provide staff, both clinical and non-clinical, with advice and guidance on issues relating to compliance with national access guidance/standards. Demonstrate expert skills in the inputting and extraction of information from the Patient Administration System (Lorenzo). To be competent in the use of Microsoft Office software (e.g. Word, Excel and PowerPoint). Produce and present complex information to senior managers and clinicians. Manage staff effectively using relevant Human Resource policies and procedures. Work collaboratively with external agencies in the assessment of the Trusts performance in relation to elective access. Take responsibility for their own personal development and agree objectives in discussion with line manager. Maintain own personal development portfolio. Audit To ensure the development of multi-disciplinary audit and ensure lessons from audit are incorporated into the service, including customer service, workload, efficiency and productivity audits for the team Ensure national audits, as appropriate, are completed and local audits are undertaken that improve patient care and quality of service provision. The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder.