Appointments Manager - Outpatient

Administration Manager – Outpatient Appointments | Juniper House - Brentwood | Full Time 37.5 hours per week | market leading salary plus excellent benefits

Due to a period of growth, Spire Healthcare’s East London and Essex hub have a fantastic opportunity for an ambitious Manager to join our team as an Administration Manager – Outpatients Appointments

Overseeing our Outpatient booking department to ensure we provide a high standard of customer service and care to all patients, consultants, NHS partners, staff and visitors and any key Hub stakeholders.

Role Purpose

Responsible for providing clear professional leadership a team of administrators, ensuring efficient and robust processes exist to support the requirements of service users across the hospitals that the centre is supporting. Working closely with General Manager and Hospital Heads of Department to help deliver short- and long-term business achievement contributing to the individual hospital’s overall successes.

Key Responsibilities

• Provide clear leadership in the operation and delivery of the Outpatient bookings function which includes Clinic administration, Call handling and NHS Pathway management.
• Oversee and support the training of all colleagues in the Outpatient Bookings teams.
• Work with Operations Directors, Capacity Managers and or Clinical Outpatient managers to ensure outpatient bookings are maximised across the hospitals in line with all Hospital AOP’S, maximising capacity and utilisation.
• Developing strong and effective communication channels throughout the outpatient bookings team by holding regular team meetings and promoting the correct Spire behaviours.
• To be ultimately responsible for the people management of the outpatient bookings team including recruitment, training, sickness recording, annual leave, health and safety and performance management including compliance with DSE assessments and manual handling requirements.
• Actively promote ongoing personal development within teams to ensure we have a skilled workforce who are up to date with any changes relating to their individual roles.
• Establishing and maintaining a comprehensive whole organisational approach to improving customer service, including setting standards, benchmarking, and agreeing action plans with Team Leaders, ensuring relevant KPI’s are monitored and met.
• Constantly review the performance of the outpatient bookings services based on feedback received from customers, including consultants, and relevant stake holders, developing action plans for ongoing continuous improvement.
• Where appropriate, leading on the investigation and response to formal complaints, including the reporting of adverse events.
• Ensure all colleagues have an end of year and mid-year review and are compliant with their mandatory training. Department to achieve 96%.
• Provide and receive patient information, ensuring that all patient information is provided, received, and recorded in accordance with the Data Protection Act and Spire policies.
Carry out any other duty that reasonably falls within the general nature and level of responsibility of the post.

Who we're looking for.

• Proven experience within an administrative and/or customer service environment
• Experienced in managing large teams.
• Knowledge and experience of process management
• Proficiency in Microsoft Office, particularly Word, Outlook, and Excel.
• Excellent standard of written and spoken English
• Ability to communicate at all levels.
• Previous experience within a healthcare setting would be desirable but not essential.

Working Hours: Full time 37.5 hours over 5 days, Monday to Friday and occasional Saturdays

• As the department operates on a shift system, the post may require flexibility in working hours and the ability to change in a complex environment. Some weekend working may be required.

Contract Type: Full-time Permanent

Benefits

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Employer and employee contributory pension with flexible retirement options
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
• Private medical insurance
• Life assurance

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

• Driving clinical excellence
• Doing the right thing
• Caring is our passion
• Keeping it simple
• Delivering on our promises
• Succeeding and celebrating together

Please contact Rachel Aouiziz rachel.aouiziz@spirehealthcare.com 07562660237 for more information

Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

We commit to our employee’s well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care .

For us, it's more than just treating patients; it's about looking after people.