Team Leader, Healthcare

Overview

Job Summary

An exciting opportunity has arisen to join the Outpatient Appointment Centre leading the Short Notice Booking Team. The primary responsibility is to oversee the team in filling short-notice appointment slots to optimise utilisation across the trust. Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.

The candidate will be expected to work between 3 sites. The key responsibility of this role is to work as part of a professional multi-skilled team within the OAC. Carrying out the duties of the appointed area and providing direct support to the OAC Manager. Provide cover for the OAC Manager and other Team Leaders when they are unavailable. This will include the effective and efficient supervision of the Short Notice Booking Team within the OAC, ensuring strict adherence and compliance to all Trust policies and procedures.

We are a people business where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust offers opportunities for career development in a progressive working environment.

We encourage diverse backgrounds and flexible working where possible. All communication will be electronic via email.

Details of application process, closing notices and contact information are provided in the original advert and attached documents.

• Date posted: 20 January 2026
• Pay scheme: Agenda for change
• Band: Band 4
• Salary: £27,485 to £30,162 per annum, pro rata
• Contract: Fixed term
• Duration: 18 months
• Working pattern: Part-time
• Reference number: 216-AH-A7566532-B
• Job locations: Central Records Library, Bush Park, Plymouth, PL6 7RG

• Primary duties & areas of responsibility
  • Understand and apply the Access Policy for planned care services and Service Line Agreements.
  • Ensure staff understand policies and procedures and monitor compliance via data quality reporting; escalate issues to the OAC Manager and OAC Support Managers as appropriate.
  • Record, monitor and review activity within the team; prepare rosters to meet service demand.
  • Attend regular POD, management and Service Line meetings; ensure minutes are issued within agreed timescales.
  • Monitor team performance via activity reports, updates and weekly reviews.
  • Monitor Primary Target Lists (PTLs) to ensure bookings align with waiting times; manage clinic cancellations and rebooking per Trust policy.
  • Manage staff to maintain service quality; coordinate coverage during sickness/leave.
  • Respond professionally to complaints about reminder services; review call recordings if needed.
  • Investigate failed reminder calls, address issues, and manage callbacks appropriately.
  • Ensure correct activity codes are used; set up specialty skills in the system; train new staff on telephony systems.
  • Maintain up-to-date telephone directory and ensure team understands Data Quality, Information Governance, MAPS, IPM, eRS and related systems.
  • Keep informed of changes in processes affecting daily tasks; support OAC Manager and Service Line Managers as required.
  • Undertake annual Individual Performance Reviews and support team appraisals; participate in shortlisting and interview panels; conduct back-to-work interviews.
  • Adopt professional, confidential approach to staff issues; hold regular in-house team meetings; approve annual leave with adequate coverage.
  • Assist in handling patient communications, including drafting responses to complaints within agreed timescales.
  • Liaise with service lines on clinic changes and provide booking guidance; ensure new and follow-up patients are booked per clinical rules and notified appropriately.
  • Book suspected cancer 2-week wait patients within policy guidelines as capacity allows.
  • Identify incidents preventing bookings and escalate; monitor outpatient clinic utilisation…