Job summary
The Waiting List Office Team Leader provides operational support and supervision to the administrative team within the Waiting List Office. The role is responsible for supporting the accurate management of patient waiting lists and pathways, ensuring tasks are completed efficiently and in line with Trust policies and national standards, including Referral to Treatment (RTT) targets.

The post holder will coordinate the team's daily workload, provide guidance and support to colleagues, and ensure data quality and timely reporting.

This role contributes to the smooth running of the Waiting List Office acting as a first point of contact for operational issues and assists the Band 5 Waiting List Office Manager with the smooth running of the service supporting patient-centred service delivery.

Main duties of the job

• Supervise, allocate, and monitor the workload of Band 2 and Band 3 administrative staff.
• Ensure waiting lists are accurately maintained, validated, and compliant with RTT guidance.
• Identify and escalate potential breaches in waiting times or service delivery.
• Oversee appointment and admission scheduling to ensure timely patient care
• Produce, review, and analyse waiting list and performance reports.
• Investigate and resolve complex administrative and pathway issues.
• Support service improvement initiatives and contribute to process redesign.
• Assist with audits, data quality checks, and departmental compliance activities.
• Provide operational support to the management team and wider team as required.

About us
We operate from three main hospitals - Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.

FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.

WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.

All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, daycase and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.

Our Community Service for adults are provided in people's homes, community centres, clinics, GP Practices, community hospitals. Our aim is to work with people to help them remain independent, improve their health and manage their conditions through high quality care, advice and support.

Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about University Hospitals of Morecambe Bay visiting our website https://www.uhmb.nhs.uk/

Qualifications
Essential

• GCSE or equivalent in English and Maths (Grade C/4 or above)
• NVQ Level 3 in Business Administration (or equivalent experience)

Experience
Essential

• Experience working in an NHS or healthcare administrative setting
• Experience of managing or supervising a team
• Experience of working with patient administration systems (PAS)
• Experience of managing waiting lists and patient pathways
• Experience handling complaints and resolving complex queries

Knowledge & Skills
Essential

• Knowledge of Referral to Treatment (RTT) targets and NHS waiting list standards
• Understanding of data protection and confidentiality (GDPR)
• Strong organisational and prioritisation skills
• Ability to analyse data and produce performance report
• Proficient in Microsoft Office (Excel, Word, Outlook)
• Ability to interpret policies and implement procedures
• Conflict resolution and problem-solving skills

Personal Attributes
Essential

• Strong leadership and motivational skills
• Excellent communication skills (verbal and written)
• Ability to work under pressure and meet deadlines
• Professional, approachable and supportive manner
• High level of accuracy and attention to detail
• Commitment to equality, diversity and inclusion

Other
Essential

• Flexible approach to working hours to meet service needs
• Commitment to ongoing training and development
• Understanding of NHS values and behaviours

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.