Clinical Office Team Leader, Upper GI and Bariatrics

Ashford and St. Peter's Hospitals NHS Foundation Trust

Aug 31

Applications are closed

Job
Full-time
Senior Level

Requirements

- Effectively manage the clinical office, administration and clinic functions to agreed Standard Operating Procedures and Key Performance Indicators
- Support the ASM to ensure clinic capacity is maintained to prevent 18 week breaches
- Undertake appropriate projects as directed by ASM and Service Manager
- Escalate any operational or capacity issues to the ASM to ensure compliance with Trust targets and quality of patient care
- Assist in investigating PALS and Complaints that are relevant to the clinics and respond as required
- Ensure clinics are not overbooked and as necessary clinics are covered during times of annual leave/sickness
- Provide secretarial help for departmental/MDT meetings when necessary take minutes and distribute as appropriate
- Manage the follow up clinics and follow-up waiting lists so patients appointments are booked in a timely and appropriate manner
- Ensure that the Trusts Joint Access Policy is adheres to in everyday working
- Liaise directly with patients on clinic appointment queries or appointment cancellations giving non-clinical advice only
- Work closely with the appointments team and Theatre scheduling team to ensure any activity changes are communicated clearly and effectively
- Liaise with GPs and staff as required for all clinic sites in relation to appointment enquiries
- Work with clinical office teams to improve their performance
- Ensure clinical office post is dealt with efficiently
- Work closely with the GSACT team offering support and guidance as required
- Robust planning and recording of all types of leave including annual leave, special leave, study leave and sickness for Clinical Office staff
- Review local office procedures and policies ensuring they are current and meet the requirements of the service and make changes to these policies when required
- Produce reports and spreadsheets from these systems as required from Service Manager
- Be conversant with Cerner, Dictate IT and any other system relevant to your role
- Must have working knowledge of these systems for inputting and extracting relevant data
- Train clinical office staff in all duties required including Cerner, clinic management and any other relevant systems
- Ensure Clinical Office Administrative Co-ordinators are using relevant IT systems on a regular basis to manage patient pathway
- Lead change and the continuous improvement of administrative services within the Division
- Attend monthly Chief Executive Team Brief and cascade to clinical office team and junior medical staff
- Hold monthly team meetings with clinical office staff to share service information, performance and general updates
- To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work

Responsibilities

Service support and operational management
Effectively manage the clinical office, administration and clinic functions to agreed Standard Operating Procedures and Key Performance Indicators, and in line with the Trust Values, Policies and Procedures.
Support the ASM to ensure clinic capacity is maintained to prevent 18 week breaches and request additional clinics, liaising directly with the clinicians, as necessary.
Undertake appropriate projects as directed by ASM and Service Manager.
Escalate any operational or capacity issues to the ASM to ensure compliance with Trust targets and quality of patient care.
Assist in investigating PALS and Complaints that are relevant to the clinics and respond as required.
Ensure clinics are not overbooked and as necessary clinics are covered during times of annual leave/sickness.
Provide secretarial help for departmental/MDT meetings when necessary take minutes and distribute as appropriate.
Manage the follow up clinics and follow-up waiting lists so patients appointments are booked in a timely and appropriate manner.
Ensure that the Trusts Joint Access Policy is adhered to in everyday working.
Liaise directly with patients on clinic appointment queries or appointment cancellations giving non-clinical advice only.
Work closely with the appointments team and Theatre scheduling team to ensure any activity changes are communicated clearly and effectively.
Liaise with GPs and staff as required for all clinic sites in relation to appointment enquiries.
Work with clinical office teams to improve their performance.
In particular that they have the appropriate resource, processes and training to ensure all admin tasks are completed on time.
Ensure clinical office post is dealt with efficiently.
Work closely with the GSACT team offering support and guidance as required.
Information and reporting
Robust planning and recording of all types of leave including annual leave, special leave, study leave and sickness for Clinical Office staff.
Review local office procedures and policies ensuring they are current and meet the requirements of the service and make changes to these policies when required.
Produce reports and spreadsheets from these systems as required from Service Manager.
Technology or system support
Be conversant with Cerner, Dictate IT and any other system relevant to your role.
Must have working knowledge of these systems for inputting and extracting relevant data.
Train clinical office staff in all duties required including Cerner, clinic management and any other relevant systems.
Ensure Clinical Office Administrative Co-ordinators are using relevant IT systems on a regular basis to manage patient pathway.
Service improvement
Lead change and the continuous improvement of administrative services within the Division.
Communications and Engagement
Attend monthly Chief Executive Team Brief and cascade to clinical office team and junior medical staff.
Hold monthly team meetings with clinical office staff to share service information, performance and general updates.
General responsibilities
To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.

FAQs

What are the primary responsibilities of the Clinical Office Team Leader?

The primary responsibilities include managing clinical office operations, ensuring adherence to Standard Operating Procedures and Key Performance Indicators, supporting the Assistant Service Manager (ASM) in maintaining clinic capacity, investigating patient complaints, managing clinic overbooking, and leading service improvements.

Is experience with specific software required for this position?

Yes, proficiency in systems such as Cerner and Dictate IT is required, as well as the ability to train clinical office staff in these systems.

What is the process for dealing with patient complaints?

The Clinical Office Team Leader is responsible for assisting in investigating PALS and complaints relevant to the clinics and responding as required.

How does this role contribute to service improvement?

The Clinical Office Team Leader will lead change initiatives and continuous improvement efforts within the administrative services of the Division.

What kind of support is provided to the clinical office staff?

The role includes providing support, guidance, resources, processes, and training to clinical office teams to ensure timely completion of administrative tasks.

Are there specific performance indicators that must be met?

Yes, the role involves ensuring that clinic operations align with agreed Key Performance Indicators and the Trust Values, Policies, and Procedures.

How often does the Clinical Office Team Leader meet with the clinical office staff?

The Clinical Office Team Leader holds monthly team meetings with clinical office staff to share service information, performance updates, and general information.

What is the responsibility regarding clinic appointments?

The Clinical Office Team Leader is responsible for managing follow-up clinics, waiting lists, and ensuring patient appointments are booked in a timely and appropriate manner.

Will the Clinical Office Team Leader need to communicate changes to clinical office staff?

Yes, effective communication regarding any activity changes needs to be maintained with clinical office staff, the appointments team, and the Theatre scheduling team.

Is the ability to handle sensitive information necessary for this role?

Yes, it is essential to handle sensitive patient information and operational data confidentially and professionally.

Ashford and St. Peter's Hospitals NHS Foundation Trust

Together we care

Science & Healthcare

Industry

1001-5000

Employees

1998

Founded Year

Mission & Purpose

Ashford and St. Peter's Hospitals NHS Foundation Trust provides comprehensive healthcare services, including acute, elective, and emergency care at its hospitals and community locations. Their ultimate mission is to deliver exceptional, patient-focused care that improves health outcomes and enhances patient experiences. Their purpose is to serve and support their local communities by offering high-quality, accessible medical services and fostering a culture of excellence and compassion in healthcare.