BAND 4 TEAM LEADER

Job Description:

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 adhere to the principles of patient carer and public involvement in the work area in line with Section 11 of the Health and Social Care Act 2001 and the Trusts strategy for Patient Carer & Public Involvement; to ensure that patients are the focus of everything they do and follow good practice shared in line with the Trusts policies and procedures such as learning from complaints and concerns.

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 teams day to day work prioritising and delegating work as necessary to team working under pressure and dealing with nonroutine 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. xray departments outpatients 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. e.g. 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.

Remote Work :

No