Contact Centre Team Lead

Location: Carlisle

Job Type: Temporary

Duration of booking:Expected to last 6 months with possible extension.

Proposed start date: ASAP

Pay Rates: Up to£13.20 per hour PAYE inclusive of holidaypay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am - 5pm

Sector: Healthcare

Based: Office / Hospital

Skills Knowledge and experience

• Experience in the managing of NHS waiting lists, clinical and administrative booking processes
• Patient Administration Training including Patient Management Information, Out Patient Booking and Audit trail.
• Knowledge, understanding and skills to run the Trust’s outpatient booking services as required.
• Knowledge of Medical Terminology, Anatomy and Medical Abbreviations acquired through Training and Experience.
• Excellent information technology and keyboard skills acquired through experience, ECDL and/or formal qualifications in order to operate Patient Administration Systems, VIP phone system, local databases, software, Internet and E-mail.
• Excellent communication skills, both written and verbal.
• Ability to plan and organise own workload
• Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and to identify appropriate course of action.
• Ability to work under pressure and deal with non-routine situations

DUTIES AND RESPONSIBILITIES OF THE POST

• To Manage the Patient Engagement Portal
• To manage rescheduling and cancellation requests within the PEP portal.
• To provide an accessible, responsive patient focused service that reacts quickly to their identified need, and act as a point of contact for the patient throughout the process.
• To provide a first line Supervisory service taking calls and liaising with distressed or anxious patients and carers, including those wishing to make complaints about the service. Answering basic Clinical queries from patients and giving advice, such as where to obtain test results, who the patient needs to speak to. Or other departments they have been referred onto as a result of their initial appointment.
• To support and provide patients and staff with a wide range of information, i.e. hospital visiting hours, parking, directions to hospitals, what patients should bring with them to clinic (medications, urine samples, etc.)
• Provide a responsive Emergency GP Bed Referral Service by taking accurate patient clinical information and medical condition details, inputting them onto Operation Access Database, forwarding e mail and faxed details to A&E, Bed manager and Medical Records on relevant Trust site ready for emergency admission.
• To arrange Transport for patients when necessary.
• Ability to demonstrate an understanding of issues relating to confidentiality when dealing with sensitive issues.
• Responsible for organising own workload and planning of team’s day to day work, prioritising and delegating work as necessary to team, working under pressure and dealing with non-routine situations, to meet NHS target deadlines.
• To analyse information relating to clinic capacity and demand within outpatient Services to meet NHS waiting time targets, using this information to make judgements where there is a range of options to resolve the situation, e.g. arranging extra clinics, overbooking clinics,resolving any clinic capacity problems highlighted by the team.
• Meets with Operational Services Managers to discuss and plan necessary capacity needed to meet NHS targets.
• Responsible for planning and organising the setup of any additional clinics needed. Requesting the appropriate staffing and rooms i.e.x-ray departments, out-patients sisters, ECG, technicians, receptionists, secretaries and consultants.
• Notifying the various Medical Records Departments to arrange the transfer of medical files between the originating sites, in line with Caldicott rules.
• Setting up complex clinic profiles on patient administration system which demands intense concentration for prolonged periods due to the quantity and timescales needed. These are often changed at short notice, requiring adjustment more than once, if problems arise. eg. Staff not being available at short notice, Consultants cancelling due to study leave, annual leave, etc. To act as the expert and to advise/help team members with problems and queries on these changes, this will result in daily interruptions.
• To escalate any changes to clinics received from clinicians without six weeks’ notice where patients are going to breach waiting times or patient care will be affected.
• To be constantly checking that all available capacity is used on clinics for TWR. If appointments have been cancelled, that the next patient due as appointment is contacted, usually by telephone, to offer them the choice of that appointment. Then notifying the relevant departments that the Medical File and any other relevant information are on site for the appointment.
• To use own judgment and experience to move patients from one consultant to another, within specialty to avoid breaches. These decisions have to be made quickly often without supervision.
• To be on hand to answer any queries the Urgent Referral Officer may have.
• To provide Clinicians and Managers with information including statistics when required. The statistics would relate to amount of new patients waiting, and clinic capacity to see these patients, the gathering of this information is constant and requires intense concentration. Also to gather statistics relating to capacity for review patients.