Team Lead - Oncology, Breast Clinic, Infusion Suite

Job Description

Job Title: Team Lead Oncology, Breast Clinic, Infusion Suite

Department: Patient Services

Reports to: Patient Services Manager

Date: 2025

Overall Purpose of Job

Our mission is to provide exceptional patient care in an environment where quality, respect, caring and compassion are at the centre of all we do.

The overall purpose of the role is to to lead the day to day operations of Oncology, Breast Clinic and the Infusion Suite to streamline existing processes, improve customer service and the patient experience. It is ensuring that all patients and visitors are received in a welcoming and professional manner and that all departments operate a high-quality service at all times.

Key Responsibilities and Deliverables

• Performance Management-Oversee the day to day operations of both direct and indirect reports including guidance and task management, increasing productivity.
• Act as first point of escalation to support the teams.
• Use Daily, Weekly and Monthly Tasks to achieve daily weekly and monthly goals.
• Ongoing training across the teams to create efficiencies' and to maximise all tools available.
• People Management -Create and maintain a high-quality work environment, leading by example so team members are motivated to perform at their highest level.
• Monitor team performance, report regularly on metrics and support the Patient Services Manager in identifying trends and improvement opportunities and create efficiencies.
• Ensure any direct reports or indirect reports that vary from performance targets are dealt with promptly and escalated were needed.
• Work closely with CNM 3 for Cancer Services to continue to service develop and react to changes in service needs due to the cohort of patients in this particular service.

Service Management:

• Ensure teams deliver a patient centred service where quality, respect, caring and compassion are paramount.
• Ensure the service communicates accurately with patients by:
• Ensuring the staff are familiar with the days business and all appointments are reconciled.
• Maintaining up to date knowledge of changes within the hospital and services and communicate these to the teams
• Ensure a courteous and professional phone service is provided by answering or making scheduling appt calls promptly, answering queries 1st time where possible and re-routing calls appropriately.
• Lead on answering and recording complaints relating to the service, dealing with them locally where possible.
• Be proactive in identifying and reporting issues relating to IT, fixtures & fittings or cleanliness.
• Ensure the service manages patient data in accordance with the requirements of GDPR. Report any breaches of data protection to the Patient Services Manager.
• Work with the Patient Accounts team for continuous improvement on fee collections, validations and missing signatures.
• Work with key stakeholders to develop the service and act as a champion and change driver for process improvement initiatives.
• Attend and participate in regular meetings.

Staff Management:

• Provide role specific training to staff, including on-going development of skills and knowledge
• Produce, manage and operate the Rota working with other TL's were needed, checking future planned absences, planning appropriate cover.
• Manage the day-to-day HR processes including: assisting with recruitment of new staff; recording sickness; managing leave requests etc.
• Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
• Ability to step in and deal with difficult situations and identify any training needs around this.
• Demonstrate a positive attitude that is supportive of your colleague's performance and productivity
• Recognise and act accordingly when staff need emotional support due to the patient cohort they are dealing with on a daily basis.
• Be familiar and have completed training in the Patient Services Performance framework Module

Service Delivery:

This role is an integral part of day-to-day service delivery within the departments.

• Attend to the needs of all patients and visitors to the hospital.
• Answer calls in a courteous and professional manner, answering queries where possible and re-routing calls to the appropriate people as required.
• Schedule patients on the hospital information system, ensuring all information is accurate and up to date.
• Advise patients on any charges to be paid and take payment for same.
• Ensuring all team members are trained in and actively use the CRM system during their working day.
• Provide a customer focused service at all times.
• Use the call management system to record relevant call details to create a more streamline service.
• Maintain the directory and other resources to ensure accurate dispensing of information.
• Assist in dealing with and recording complaints in an effective and courteous manner.
• Ensure departments keep a neat and tidy work area.
• Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
• Demonstrate a positive attitude that is supportive of your colleagues and manager in delivering the best service to patients and visitors.

Personal and Professional Responsibilities.

The post holder is expected to:

• Adhere to the Hospital's mission and Vision
• Maintain patient confidentiality including authorisation of the release of medical information
• Abide by Hospital policies and all regulatory requirements including mandatory training
• Have excellent customer care and communication skills, both written and verbal
• Have excellent knowledge of computers and Microsoft Windows software and keyboard skills
• Have excellent time management skills and ability to multi-task and prioritize work
• Have excellent personal presentation and interpersonal skills
• Build collaborative relationships through strong teamwork across the organization
• Provides ongoing training and development of new and existing employees to achieve the highest level of patient service.
• Open to new learning opportunities; adaptable to change. Focussed on continuous service improvement
• Be flexible and reliable. Hours of work will on occasion be subject to change

Person Specification

Qualifications

• Leaving Certificate or equivalent.

Experience

• Minimum 3 years of experience in a similar role
• Computer literacy, including experience using MS Excel & Word

Job Specific Competencies and Knowledge

• Ability to communicate effectively and courteously with a wide range of individuals including: patients; referrers; Consultants; clinical & non-clinical hospital staff; health insurance staff.
• People Management and Performance Management. Ability to provide motivation and leadership to the team working in a busy environment.
• Ability to work consistently and accurately with processes and procedures.
• Exhibits ability to work as member of a team in daily performance of duties.
• Have a high capacity for responsibility and individual initiative
• Have strong organisational and decision-making skills
• Demonstrate ability to write clear and concise English.

Personal Competencies

• All posts in Beacon Hospital require a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required by their manager of hospital management.

This job description is intended to be an outline of the areas of responsibility and deliverables at the time of its writing. As the Hospital and the post holder develop, this job description may be subject to review in light of the changing needs of the Hospital.