Team Leader - Medical Booking & Scheduling Team · Team Leader - Medical Booking & Scheduling Team Position Description Waitemata Health – Medicine & Health of Older Peopl e –

Team Leader - Medical Booking &

Scheduling Team Position Description

Waitemata Health – Medicine & Health of Older People – Outpatient Scheduling Team Leader Page 1

Date: September 2013

Job Title : Team Leader - Medical Booking & Scheduling Team

.

Department : Medicine & Health of Older People

Location : North Shore Hospital

Reporting To : Operations Manager

Direct Reports :

Medical Booking & Scheduling Clerks

Key Relationships : 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.




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.





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.





• 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.

Customer Service • 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.

Statutory Requirements • 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.

Compliance with Health and Safety

Requirements

• Responsibility is understood for Workplace Health and

Safety under the Health and Safety in Employment Act

1992.

• 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.




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

BEHAVIOUR DEMONSTRATED

Communicates and Works Co-

operatively

• Actively looks for ways to collaborate with and assist others to

improve the experience of the healthcare workforce, patients & their

families and the community

Is Committed to Learning • Proactively follows up development needs and learning opportunities

for oneself and direct reports

Is Transparent • Communicates openly and engages widely across the organisation

• Enacts agreed decisions with integrity and in line with the values

Is Customer Focused • Responds to peoples needs appropriately and with effective results

• Identifies opportunities for innovation and improvement

Works in Partnership to

Reduce Inequality in

Outcomes

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.

Improving health • Work practices show a concern for the promotion of health and well-

being for self and others.

Prevent Harm • Follows policies and guidelines designed to prevent harm.

• Acts to ensure the safety of themselves and others.




VERIFICATION:

Team Leader: _________________________________

Manager: _________________________________

Date: _________________________________




PERSON SPECIFICATION

POSITION TITLE: Elective Services and Bookings Team Leader

Minimum

Preferred

Qualification

• Qualification in business or

other related field

• Graduate qualification in

business or other related field

Experience & Professional

Knowledge

• 5+ years proven management

experience of medium sized

team(s)

• Relevant information systems

skills (MS Word, Excel, and

PowerPoint).

• Experience as a clinic co

ordinator/scheduler in a

busy/acute hospital setting

• Comprehensive knowledge of

Patient Management systems

• Logistics experience

Skills/Knowledge/Behaviour • 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

• A personal commitment to the

process of learning

• Proven ability to motivate

staff and positively influence

culture and change

Documents

Team Leader - Medical Booking & Scheduling Team · Team Leader - Medical Booking & Scheduling Team Position Description Waitemata Health – Medicine & Health of Older Peopl e –