Employer: Calderdale and Huddersfield NHS Foundation Trust
Employer type: NHS
Site: Huddersfield Royal Infirmary
Town: Huddersfield
Salary: £37,338 - £44,962 per annum, pro rata
Salary period: Yearly
Closing: 16/01/2025 23:59
Interview date: 29/01/2025
Appointment Services Manager
NHS AfC: Band 6
Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. We are committed to recruiting to our values. Leading
One Culture of Care
underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care. We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require. Job overview
This is a key role in the maintenance and effective delivery of daily operations of the Appointment Centre, ensuring compliance with Trust policies for Outpatients. The Appointment Centre offers a Trust-wide central booking service for patients to call and book, or cancel and rebook their appointments. It also helps to maintain appointment book templates. The post holder is responsible and accountable for meeting key performance measures and supporting service development within the Appointment Centre team, including collating and producing regular performance reports. The post holder is responsible for building and maintaining relationships with Trust-wide stakeholders, ensuring patient-focused services are supported. Main duties of the job
To deliver a robust and effective Appointment Services for the outpatient directorate by being responsible and accountable for meeting key performance indicators in the service delivery. Regular collaboration with other services to ensure an efficient appointment services throughout the trust. Providing line management support, leadership and guidance to the appointment services staff. To continually improve and monitor processes and procedures of teams to ensure they are delivering an effective service and the teams remain competent and motivated. To support the Operational Service Lead in delivering targets relating to elective recovery. To build and maintain positive working relationships with colleagues across the trust ensuring agreed quality metrics are achieved consistently. Person specification
QUALIFICATIONS / TRAINING
Degree Level or equivalent level of experience Recognised management qualification Evidence of postgraduate study and continuous professional development KNOWLEDGE, EXPERIENCE & EXPERTISE
Relevant experience in the NHS Knowledge of NHS targets Experience of waiting list management Experience of NHS performance management Experience of staff and budgetary management Knowledge of the e-Referral System (eRS) Experience of service development and re-design Awareness and understanding of national policy concerning patient pathways Understanding of 18 weeks referral to treatment targets Able to analyse the nature of complex problems, using a variety of sources and formats, and can describe the desired solution and options for achieving this Anticipates problems and takes preventative action or have contingency measures available Evidence of delivering targets Evidence of successful involvement in production of clear business cases COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Keeps abreast of national and local developments in health and social care and local data e.g. survey data on quality outcomes Develops and agrees own personal development plan with feedback from others Has self confidence and uses this to lead, involve and challenge others Displays a strong motivation and commitment to success Treats all people equally and with respect Ensures personal, professional behaviour and integrity at all times Promotes the building of effective teams and collaboration between teams Builds and maintains sound relationships within teams and with colleagues in other areas including corporate departments Evidence of successful operational leadership and effective involvement in change management Call centre management Involves others in problem analysis and the identification of solutions, where possible enabling individuals or teams to find their own solutions Enables staff to meet their personal development objectives and apply their knowledge and skills Able to deal effectively with challenging or sensitive staff issues e.g. performance, within trust processes and legislative frameworks Challenges and addresses conflict, especially where this is impacting on service delivery and standards and contributes positively to finding solutions to conflict Develops constructive relationships and networks within the organisation and outside Able to use a range of management styles as appropriate, including a coaching style Our vision is to provide
One Culture of Care
for one another in order that we can provide compassionate care for the people who use our services. We are passionate about creating a workplace where we work together to get results, encouraging colleagues to have their say, in order to co-create the change we want to see. We take pride in the diversity of our workforce that’s why we encourage applications from all. Reasonable adjustments will be made for disabled applicants. If you have any questions please contact
ask.recruitment@cht.nhs.uk
for assistance.
#J-18808-Ljbffr
NHS AfC: Band 6
Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. We are committed to recruiting to our values. Leading
One Culture of Care
underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care. We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require. Job overview
This is a key role in the maintenance and effective delivery of daily operations of the Appointment Centre, ensuring compliance with Trust policies for Outpatients. The Appointment Centre offers a Trust-wide central booking service for patients to call and book, or cancel and rebook their appointments. It also helps to maintain appointment book templates. The post holder is responsible and accountable for meeting key performance measures and supporting service development within the Appointment Centre team, including collating and producing regular performance reports. The post holder is responsible for building and maintaining relationships with Trust-wide stakeholders, ensuring patient-focused services are supported. Main duties of the job
To deliver a robust and effective Appointment Services for the outpatient directorate by being responsible and accountable for meeting key performance indicators in the service delivery. Regular collaboration with other services to ensure an efficient appointment services throughout the trust. Providing line management support, leadership and guidance to the appointment services staff. To continually improve and monitor processes and procedures of teams to ensure they are delivering an effective service and the teams remain competent and motivated. To support the Operational Service Lead in delivering targets relating to elective recovery. To build and maintain positive working relationships with colleagues across the trust ensuring agreed quality metrics are achieved consistently. Person specification
QUALIFICATIONS / TRAINING
Degree Level or equivalent level of experience Recognised management qualification Evidence of postgraduate study and continuous professional development KNOWLEDGE, EXPERIENCE & EXPERTISE
Relevant experience in the NHS Knowledge of NHS targets Experience of waiting list management Experience of NHS performance management Experience of staff and budgetary management Knowledge of the e-Referral System (eRS) Experience of service development and re-design Awareness and understanding of national policy concerning patient pathways Understanding of 18 weeks referral to treatment targets Able to analyse the nature of complex problems, using a variety of sources and formats, and can describe the desired solution and options for achieving this Anticipates problems and takes preventative action or have contingency measures available Evidence of delivering targets Evidence of successful involvement in production of clear business cases COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Keeps abreast of national and local developments in health and social care and local data e.g. survey data on quality outcomes Develops and agrees own personal development plan with feedback from others Has self confidence and uses this to lead, involve and challenge others Displays a strong motivation and commitment to success Treats all people equally and with respect Ensures personal, professional behaviour and integrity at all times Promotes the building of effective teams and collaboration between teams Builds and maintains sound relationships within teams and with colleagues in other areas including corporate departments Evidence of successful operational leadership and effective involvement in change management Call centre management Involves others in problem analysis and the identification of solutions, where possible enabling individuals or teams to find their own solutions Enables staff to meet their personal development objectives and apply their knowledge and skills Able to deal effectively with challenging or sensitive staff issues e.g. performance, within trust processes and legislative frameworks Challenges and addresses conflict, especially where this is impacting on service delivery and standards and contributes positively to finding solutions to conflict Develops constructive relationships and networks within the organisation and outside Able to use a range of management styles as appropriate, including a coaching style Our vision is to provide
One Culture of Care
for one another in order that we can provide compassionate care for the people who use our services. We are passionate about creating a workplace where we work together to get results, encouraging colleagues to have their say, in order to co-create the change we want to see. We take pride in the diversity of our workforce that’s why we encourage applications from all. Reasonable adjustments will be made for disabled applicants. If you have any questions please contact
ask.recruitment@cht.nhs.uk
for assistance.
#J-18808-Ljbffr
