National Admin Day Spotlight: Andrea - Booking Manager | MY staff stories

Andrea works as a Booking Manager in Access, Booking and Choice (ABC), and has shared her role profile to give an insight into her work and the contribution admin staff make every day.

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What does your role involve?

My role involves managing the Centralised Waiting List Office, Surgery Outpatient Booking Team, Appointments Centre, Rescheduling Office and the Performance Lead Team. A big part of my role is making sure we work collaboratively with services to ensure we fill outpatient and theatre capacity, whilst helping to reduce waiting times in line with Trust targets.

What's the best thing about your role?

I enjoy the variety and different challenges of the role on a daily basis, which helps develop my organisational and problem-solving skills and enables me to lead the teams to the best of my ability.

Has your department made any improvements to the service it provides?

We are always striving to improve services for the benefit of patients and staff. We are currently working on the digitalisation of all letters sent by the Centralised Waiting List Office team, which will save time for staff who currently print these manually within the department. 

We are also working with our Business Change Manager on electronic diaries in AQUA, which will reduce many of the team’s manual processes, as well as reviewing room and resource utilisation and optimising outpatient clinic rooms to ensure a more accurate picture of outpatient clinic use.

Is there an aspect of your work that makes you most proud?

The teamwork within ABC and how everyone pulls together, no matter how tough it may be.  We support one another to ensure we always provide the best possible service to our patients.  

Has your department had any compliments from either patients or visitors?

We have - patients regularly feedback and thank us for how our teams have dealt with a particular issue or concern on the phone.

Do you have a role model within the Trust?

I don’t have an individual role model within the Trust, I feel every single member of staff plays a vital and pivotal role within the organisation.

Given the chance, who would you like to be for a day?

I would love to be a Zoo Keeper, particularly working with giraffes. 

What do you like to do in your own time?

I enjoy running, spending time in the gym and socialising with friends and family.  I very rarely just relax!

What’s the best holiday you’ve ever been on?

Cape Verde with my husband in May 2024 to celebrate our 30th wedding anniversary.

People would be surprised if they knew:

I am a qualified Personal Trainer and owned my own PT studio for 2 years, managing this alongside my full-time role in the NHS.

 

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