Booking Services Supervisor, Band 4

37.5 hours a week

Provide day to day operational management for Booking and admin staff in support of the Central Booking Office Manager.

Provide support and cover to the e-RS system manager.

Manage annual leave and sickness absence to ensure effective staff utilisation, application of HR policies and procedures, taking first line disciplinary action, participating in the recruitment process and conducting annual staff appraisals.

Analyse and resolve complex clinic utilisation and wait time issues involving consideration of a variety of factors in multi-venue / multi sub-specialty clinics in the context of clinical and national wait times and unpredictable demand.

Develop and maintain productive working relationships with colleagues including contributing to the wider activities of the Trust by attending meetings with Clinical Divisions, Consultants, Senior Managers and other departments. This will include representing the CBO and contributing to service delivery and process change decisions.

Investigate and respond directly to patients, clinicians and divisional managers in relation to complaints/datix including identifying ways to improve process.

Provide first line management pursuit of harassment and / or bullying complaints on behalf of team members in relation to aggressive or abusive patients or colleagues.

To liaise with the Trakcare Team and Senior Managers to efficiently manage clinic build / changes.

Ensure the correct clinic cancellation procedure is followed.

Extensive knowledge and experience of all outpatient booking systems including processes and procedures. Equivalent appropriate operational experience /NVQ level 4.

Awareness of the impact that booking services has on the wider functions of the Trust

Full knowledge of NHS systems

Sound knowledge of medical terminology including diagnostics applicable to a variety of specialties

Sound team building and leadership skills including the ability to train, guide, persuade, encourage and motivate together with sensitivity to deliver reprimands in a positive manner.

Sound understanding of Human Resources policies to enable application of annual and special leave requests, disciplinary policy and managing the recruitment process.

Excellent skills in verbal and written communication to include well developed experiential skills of tact, persuasion, negotiation, emotionally robust, diplomacy, conflict resolution and problem solving.

Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK. We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir. The CBO currently has 100+ staff consisting of Management, Supervisors, Lead Supervisors, Booking Specialists, Support Supervisor and Admin &Phone team staff. Once training has been completed, there may be an opportunity to be part of the hybrid working rota.