: Team Leader - Medical Booking & Scheduling Team

Transcription

1 Date: September 2013 Job Title Department Location Reporting To Direct Reports Key Relationships : Team Leader - Medical Booking &. : Medicine & Health of Older People : North Shore Hospital : Operations Manager : Medical Booking & Scheduling Clerks : Internal Operations Managers - Medicine Medical Staff Medicine Senior Nurses Medicine Outpatients Nursing and Clerical Staff Clinical Records Information Technology Department Cultural Support Units (Maori, Pacific & Asian) Quality Lead Electives Lead Health Intelligence Group External Patients and families/whanau GP s Operational Scope Develops and maintains efficient patient focused systems and processes that deliver a high quality service. Ensures the values of the organization are reflected in the design of these systems and processes. Key Purpose The Team Leader is responsible for leading and managing the medical booking & scheduling teams for all specialties to provide a patient focused service for all patients requiring an outpatient appointment. The team leader will work closely with key stakeholders to ensure referrals are managed and patients are seen within specified timeframes and all relevant targets and indicators are achieved. Page 1

2 ACCOUNTABILITIES EXPECTED OUTCOMES Leadership of the Team Provides leadership, coaching and development for all members of their team. Acts as a role model of the Waitemata DHB values and leadership behaviours. Sets, negotiates and agrees individual goals and objectives with their team members to achieve the required outcomes. Communicates these goals to their team, clearly linking them to the strategic direction of Waitemata DHB vision and values. Empowers all staff to work within set boundaries and delegates to direct reports where appropriate. Encourages all staff to be accountable for their decisions and provide guidance on complex issues. Provides practical assistance and shares technical knowledge relating to all relevant hospital information systems including ipms and Concerto Recruitment & Leave Management Undertakes recruitment and selection of all new staff within Waitemata DHB policy and guidelines. Ensures all new staff complete a comprehensive orientation process and have a high level of understanding of their role Ensures all staff are conversant with all relevant WDHB policies and processes. Ensures there is a comprehensive desk file for all roles to enable effective leave cover and/or new staff member taking on specific portfolio Ensures all staff take leave on a regular basis annual entitlement each year Ensures all planned leave is covered (as required) to ensure service continuity Ensures that all leave is managed in accordance with WDHB policy and liaises with Clerical Bureau as necessary to cover leave Ensures timesheets are completed accurately and according to WDHB guidelines. Page 2

3 ACCOUNTABILITIES EXPECTED OUTCOMES Human Resource Management Undertakes annual performance reviews for all staff Addresses performance issues in a timely and appropriate manner with the support of Human Resources and Operations Manager. Measures and manages the performance of all team members against agreed benchmarks for both productivity and customer service Coaches team members to achieve a high standard of performance. Addresses issues and conflict in a timely and appropriate manner with support from Human Resources Ensures the provision of a healthy and safe working environment and ensures health and safety processes are adhered to within the service. Provides ongoing coaching and support to build a high performing team with a focus on continuous improvement. Works collaboratively with the services to provide a high quality service that meets the needs of the patients Operational Efficiency Maintains an operational structure that allows the team to achieve performance targets as efficiently as possible with a view to reducing wastage and duplication Monitors productivity and performance measures using management information, informal feedback and observations and take action to address performance gaps against these targets Reviews ongoing process to enhance service delivery from the team Provides expert advice and support at a super user level for ipms and other relevant hospital information systems.. Healthcare Improvement Ensures and demonstrates a commitment to continuous healthcare improvement by identifying, developing, and disseminating new initiatives and ideas which support WDHB organisational strategy Quality & Risk Management Leads and advocates quality to the team and develops and maintains a continuous quality improvement approach for the service. Focuses on processes which support patients to attend appointments and thereby reduce Did Not Attend rates Identifies when patients are at risk of breaching specified waiting time indicators and discusses resolution strategies with the appropriate operations manager as required. Page 3

4 Customer Service ACCOUNTABILITIES Statutory Requirements Compliance with Health and Safety Requirements EXPECTED OUTCOMES Ensure that medical bookings teams comply with all Data Quality requirements. Ensures key functions within the department are covered and have processes in place to identify when performance is at risk of going off track Follows the service s quality plan by working to meet developed objectives. Investigates and responds to complaints proactively, establishing corrective systems where required. All complaints are treated as opportunities for improvement. Maintains an overview of administration equipment, including faxes, photocopiers, printers, label printers, computers, telephones and pagers to ensure equipment is maintained and replaced as necessary. The team and staff philosophy is customer focused and reflects the values of Waitemata DHB. Staff demonstrate good interpersonal relationships in coordination of care with staff, patients and their families Good relationships are evident with other departments and support staff Works closely with staff, and maintains open communication with the Makes use of internal and external service delivery feedback and implements improvement action plans. Ensures that the service meets all statutory, regulatory and contractual obligations and complies with all WDHB policies and procedures including occupational health and safety and human resource policies. Direct reports operate within appropriate authorisation and delegations according to WDHB policy. Responsibility is understood for Workplace Health and Safety under the Health and Safety in Employment Act Company health and safety policies are read and understood and relevant procedures applied to responsibility centre Workplace hazards are identified and reported, including self management of hazards where appropriate A health and safety plan is implemented and managed in all wards and a health and safety representative for the team is appointed and trained. Page 4

5 BEHAVIOURAL COMPETENCIES Adheres to Waitemata District Health Board s five organisational values of: Every single person matters, whether a patient / client, family member or a staff member We see our work in health as a vocation and more than a job, We are aware of the suffering of these entrusted to our care. We are driven by a desire to relieve that suffering. This philosophy drives our caring approach and means we will strive to do everything we can to relieve suffering and promote wellness. We need to be connected with our community. We need to be connected within our organisation across disciplines and teams. This is to ensure care is seamless and integrated to achieve the best possible health outcomes for our patients/clients and their families. We seek continuous improvement in everything we do. We will become the national leader in health care delivery. COMPETENCIES Communicates and Works Cooperatively Is Committed to Learning Is Transparent Is Customer Focused Works in Partnership to Reduce Inequality in Outcomes Improving health Prevent Harm BEHAVIOUR DEMONSTRATED Actively looks for ways to collaborate with and assist others to improve the experience of the healthcare workforce, patients & their families and the community Proactively follows up development needs and learning opportunities for oneself and direct reports Communicates openly and engages widely across the organisation Enacts agreed decisions with integrity and in line with the values Responds to peoples needs appropriately and with effective results Identifies opportunities for innovation and improvement Works in a way that: Demonstrates awareness of partnership obligations under the Treaty of Waitangi. Shows sensitivity to cultural complexity in the workforce and patient population. Ensures service provision that does not vary because of people s personal characteristics. Work practices show a concern for the promotion of health and wellbeing for self and others. Follows policies and guidelines designed to prevent harm. Acts to ensure the safety of themselves and others. Page 5

6 VERIFICATION: Team Leader: Manager: Date: Page 6

7 PERSON SPECIFICATION POSITION TITLE: Elective Services and Bookings Team Leader Qualification Minimum Qualification in business or other related field Preferred Graduate qualification in business or other related field Experience & Professional Knowledge Skills/Knowledge/Behaviour 5+ years proven management experience of medium sized team(s) Relevant information systems skills (MS Word, Excel, and PowerPoint). Strong interpersonal and communication skills Demonstrated team player Understanding of cultural sensitivity and the Treaty of Waitangi Self motivated Independent thinker, optimistic and enthusiastic A passion for and commitment to making a difference for patients Conflict management skills Experience as a clinic co ordinator/scheduler in a busy/acute hospital setting Comprehensive knowledge of Patient Management systems Logistics experience A personal commitment to the process of learning Proven ability to motivate staff and positively influence culture and change Page 7