Are you looking for a Job in Referral and Booking Centre Supervisor Field then this post may be relevant to you.
Job Details:
Company name : Bury Clinical Commissioning Group
Position Name : Referral and Booking Centre Supervisor
Location: Bury BL9
Job ID : 9f8c0a618d7b6267
Description : To supervise, on a daily basis, the provision of a comprehensive administrative service to support all functions of the Referral & Booking Management Service (RBMS) and Its Your Choice Office (IYC) for Bury Primary Care Trust. The RBMS/IYC will provide a first-line point of contact (by telephone) for patients and general practitioners throughout the referral process and will require liaison with primary and secondary care providers, the monitoring and management of referrals, the management of booking into the CCG’s Choice services and the development of electronic booking. This will involve the use of multiple IT systems including the following: telephone call handling, Choose and Book, referral management, access to a hospital patient administration system across multiple sites and IPLATO.
The post holder will be required to supervise the Administrative Assistants in their daily work, taking a ‘hands-on’ approach to managing the workload of the RBMS Centre, ensuring that a comprehensive and efficient service is provided at all times. The post holder will also be required to supervise the “office” by ensuring that appropriate equipment and consumables are available to staff to undertake their requisite tasks in a safe and healthy environment.
To establish and maintain relationships with not only the RBMS and CCG staff but with GP practice staff and providers.
To train and support the RBMS in any changes that take place.
To communicate news and updates with the RBMS, GP practices and to keep the RBMS Manager up to date with any issues that arise.
To maintain a robust approach to data quality and patient confidentiality, ensuring that any issues are identified and incorporated into on-going staff training and the RBMS Manager is informed.
To work with primary and secondary care providers to ensure that booking systems are working effectively and clinics are being fully utilised by appropriate patients.
To assist the manager ensuring that the RBMS Centre is adequately staffed at all times, including the management of cover for annual leave and sickness absence to meet the demands of the service.
To assist in the planning of staffing resources and training requirements to meet the demands of new service developments, including the booking of Tier 2 services and the implementation of electronic booking.
To work alongside the RBMS manager and with the Programme Director to formulate robust contingency plans in preparation for any system failures.
To provide a responsive and patient-friendly service that supports patients.
To respond pro-actively to queries from patients, GP practices and Providers.
To promote CCG’s vision, and mission and to uphold the CCG’s values in all day to day activities and delivery of services and develop a culture that promotes equality and values diversity and that the service you provide meets the needs of all service users.
In accordance with the Health and Safety at Work Act 1974 and subsequent legislation the post holder is required to undertake a proactive role in the management of risks in all their actions.
Promote CCG’s vision, and mission and to uphold CCG’s values in all day to day activities and delivery of services;
Adhere to CCG policies and guidelines, including HR, Information Governance, Risk Management and Health & Safety policies.
Carry out your duties in a way that supports equality and values diversity.
In accordance with the Health and Safety at Work Act 1974 and subsequent legislation the post holder is required to undertake a proactive role in the management of risks in all their actions.
All employees have a responsibility to protect and safeguard vulnerable people (children and adults). They must be aware of child and adult protection procedures and who to contact within CCG for further advice.
To carry out all duties and responsibilities of the post in accordance with CCG’s Equality, Diversity and Human Rights policies, avoiding unlawful discriminatory behaviour and actions when dealing with colleagues, service users, members of the public and all other stakeholders.
Communication
To establish and maintain relationships with not only the RBMS and CCG staff but with GP practice staff and providers.
To train and support the RBMS in any changes that take place.
To communicate news and updates with the RBMS, GP practices and to keep the RBMS Manager up to date with any issues that arise.
Analytical and Judgement Skills
To maintain a robust approach to data quality and patient confidentiality, ensuring that any issues are identified and incorporated into on-going staff training and the RBMS Manager is informed.
To work with primary and secondary care providers to ensure that booking systems are working effectively and clinics are being fully utilised by appropriate patients.
To maintain up to date spreadsheets in respect of specific initiatives.
Planning and Organising
To assist the manager ensuring that the RBMS Centre is adequately staffed at all times, including the management of cover for annual leave and sickness absence to meet the demands of the service.
To assist in the planning of staffing resources and training requirements to meet the demands of new service developments, including the booking of Tier 2 services and the implementation of electronic booking.
To assist the RBMS manager in the implementation of agreed standards of service for the RBMS Centre, to monitor performance against these agreed standards and take remedial action as required.
To work alongside the RBMS manager and with the Programme Director to formulate robust contingency plans in preparation for any system failures.
Patient Care
To provide a responsive and patient-friendly service that supports patients through the NHS referral and booking process.
To respond pro-actively to queries from patients, GP practices and Providers.
To ensure that the RBMS Centre can respond appropriately to all patients, including the deaf and those for whom English is not their first language.
To lead by example, maintaining high standards of customer service and assisting the RBMS Centre staff with calls from patients who are emotional and/or distressed.
To keep record of any complaints, process and outcomes.
Strategy/Policy/Service Development and Implementation
To assist in the development and maintenance of up-to-date operational policies and procedures for the RBMS Centre.
To assist in the implementation of the Access Policy within the RBMS Centre .
Responsibilities for physical and financial resources
To assist in the maintaining of a stock of consumables required for the operation of the RBMS Centre and any IT requirements that the team may require to support them working remotely across sites.
To be aware of the safe use of all equipment within the department, reporting faults in respect of the hardware, software and networking components and assisting in their resolution.
Leadership/Management and Human Resource Management
To assist in the 121, appraisal and personal development planning process for the staff in the department in the absence of the RBMS Manager. To ensure that relevant paperwork is completed and information is logged on ESR as required.
The post holder will be required to assist with recruitment and selection, absence and annual leave monitoring & management and other HR issues as they arise. Using ESR to log information and to approve holiday requests.
In the absence of the RBMS Manager ensure that the Administrative Assistants are appropriately trained and that their training requirements are regularly reviewed and addressed in the light of new developments.
To manage the rota and make changes to ensure cover on priority work.
To ensure that holidays are logged on the team calendar and rota is adjusted accordingly.
Information resources
To keep any electronic data gathered by the RBMS up to date and to ensure that all information is well documented.
Freedom to Act
To Supervise the RBMS and use own initiative were possible whilst feeding back to RBMS Manager regularly.
To follow the CCG’s policies and to ensure that all guidance is followed in terms of sickness, special leave and appointments.
Research, Development and Audit
To support the RBMS Manager to undertake any audits which may be required to improve the functionality of the RBMS.
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