Detailed Job Description And Main Responsibilities

Key Area

• Manage the speciality team, which will involve supervising and direct line managing the waiting list officers.

• Ensuring agreed booking procedures, waiting list procedures and administration resources deliver optimum utilisation of capacity, within national targets and timescales, and ensuring the service is customer care focused at all times.

• To manage the performance of agreed booking procedures required to meet and maintain the national targets following Standard Operating Procedures (SOPs) that allow for efficient booking and utilisation of existing capacity by speciality.

• To manage the performance of processes which will ensure early identification of capacity issues for escalation and discussion with service managers and clinicians.

• To agree action plans in line with service managers to constantly maintain the delivery of the Trust’s performance targets.

• To review procedures within the Directorates, which affect patient access, identify and implement changes in order to improve efficiency and effectiveness for patients.

• To work closely with members of the clinical and non-clinical teams across the Trust in developing and refining policies and procedures to ensure seamless management of patients across all departments.

• To ensure that the team maintains a professional and positive approach at all times.

General Duties

• To lead on the development of competencies, protocols and procedures to ensure a highly efficient and smooth running services, ensuring appropriate documentation, standard setting, monitoring and communication systems are in place.
• To implement and embed national guidelines and standard assessing their impact on the service.
• To contribute to policy implementations and service development for the team.
• To ensure policies and procedures are being followed to achieve robust data entry of patient demographics during the registration process.
• To escalate session cancellations with less than six weeks notice in line with Trust policy.
• To assist with the investigation and completion of all complaints and incidents in relation to the team.
• To work with the IT department to troubleshoot any problems identified with the IT systems.
• To manage and execute all agreed template changes, within a timely manner, ensuring communication regarding this change in service is delivered to appropriate parties.
• To ensure all the team are competent and working in line with operational workflows.
• To be responsible for stock control and ordering of stationery for the team.
• Escalate any concerns regarding the performance levels of the team to the Service/Operations Manager.
• Responsible for monitoring, managing and reporting on leave in line with Trust systems and procedures.
• To performance manage staff where appropriate.
• To lead the appraisal process for all staff within the team ensuring these are submitted line with the Trust’s policy.
• To be responsible for investigating and addressing grievances/disciplinaries etc. for the team in line with Trust policy.
• To undertake and lead on recruitment and selection of new staff in line with Trust systems and policy.
• To ensure all staff, including Temporary Staff, undertake the Trust’s induction programme and all statutory and mandatory training.
• To be responsible for ensuring that staff comply with all Trust policies and procedures.
• Responsible for training new and existing employees on processes and improvements.
• To work with the team to help them develop an understanding of the Directorate administrative function and roles within the team which will enable cross cover as required.

Person specification

Qualifications

Essential criteria

• good education or equivalent experience

Desirable criteria

• management qualification

Experience

Essential criteria

• experience in a customer care environment
• track record of successful working within a team with different roles
• relevant experience of working in an NHS acute hospital setting

Desirable criteria

• conversant with hospital information systems

Skills

Essential criteria

• Ability to manage a team
• Ability to negotiate at all levels and work in partnership with all relevant stakeholders
• Excellent communication skills - both verbal, presentation and written
• Good interpersonal, oral and written skills including chairing meetings and writing reports
• Ability to prioritise and manage workload efficiently with minimal supervision

Desirable criteria

• Highly developed analytical skills and competency in interpreting complex data
• Knowledge of medical terminology

Knowledge

Essential criteria

• Knowledge of data protection and issues around patient confidentiality
• Knowledge of NHS patient administration systems
• Knowledge of NHS Access targets

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.

Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.

We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.

We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.

Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, saving time and carbon, whilst delivering excellent quality of care.

Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare