Team Leader - Patient Administration Team

Team Leader - Patient Administration Team

The closing date is 16 April 2026

We are looking for an enthusiastic and motivated Band 5 Team Leader to join our Patient Administration Team within the Access Directorate. This is an exciting opportunity for an experienced administrative professional with strong knowledge of RTT pathways and the NHS e-Referral Service (eRS) to step into a leadership role.

The postholder will be responsible for supervising a team of administrative staff, overseeing daily workload management, and ensuring that key operational tasks-such as eRS worklist management, clinic preparation, and booking requests-are completed accurately and on time.

Main duties of the job

• Highly visible within the contact centre team and lead by example
• Ensure the achievement of KPIs and performance standards in the contact centre service, improving the patient experience
• Engender a culture where learning from patient experience is accepted and promoted
• Lead on specific service delivery standards, producing regular reports and management information (e.g., slot utilisation; document management; training; vetting referrals)
• Maintain customer care standards at all times
• Use training sessions to enable staff to develop their skills
• Monitor and produce performance reports of service delivery standards
• Plan staff hours and tasks to meet service demand
• Manage sickness, absence and annual leave of staff
• Work with the management team to ensure the service meets key performance indicators
• Chair team meetings and take minutes as required
• Conduct regular 1:1s and team briefs

About us

Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, the City and beyond.

We are extremely proud that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).

Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.

Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.

We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.

Homerton has a proud tradition of supporting and developing its staff, including its well regarded nursing community, and all staff are able to take advantage of a great range of benefits.

Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachments on this page.

The person specification below is not the full specification but outlines the criteria against which your application form will be assessed.

Person Specification Skills/Abilities

• Educated to degree level or equivalent
• Able to lead and manage a team
• Able to produce reports
• Able to work as part of a management team
• Able to confidently deal with the public over the phone and face to face
• Able to work to deadlines
• Able to organise own workload and support others to do so to ensure the efficient running of the service
• Excellent verbal communication skills and good telephone manner
• Computer literate with good keyboard skills
• Willingness to continue personal development and training

Experience

• Use of own initiative
• Data collection and data entry
• Managing a team (including recruitment, performance management and ongoing development)
• Previous experience of working and communicating with the general public
• Experience of using hospital administration electronic patient record systems
• Microsoft Word, Excel
• Call centre experience
• Training staff

Knowledge

• Knowledge/understanding of patient confidentiality
• Knowledge/understanding of the need for accurate data
• Awareness of National Health Service guidelines and agenda

Other Requirements

• Calm and able to work under pressure, and in stressful situations
• Committed to delivering patient centred services
• Able to work flexibly to meet the needs of the service

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Address

Homerton Healthcare NHS Foundation Trust