Outpatients Supervisor – Grade Band 3 (Fixed term, 7 months, Part time 35 hours, Monday-Friday). Employer: University Hospitals of North Midlands NHS Trust. Location: County Hospital, Stafford. Salary: £24,937 – £26,598 per annum (pro rata).
Overview
Supports the Team Leader in supervising and managing Receptionists and Administration teams within the Outpatients Directorate. Responsible for staff management, meeting NHS national targets, compliance with Trust policies and procedures, ensuring effective patient access and data protection.
Key Responsibilities
* Act as the first point of contact for staff within the Reception and other teams.
* Devise staff rota’s to provide adequate cover.
* Authorise and manage annual leave requests.
* Manage staff in accordance with Trust policy.
* Communicate work procedures and provide training as required.
* Work with the Team Leader to achieve NHS national targets and key performance indicators.
* Ensure the Patient Access Policy is adhered to at all times.
* Provide information to individuals and organisations as requested.
* Escalate anticipated capacity issues to appropriate divisions.
* Maintain close liaison with the Reception and other teams to ensure seamless patient service.
* Maintain required qualifications and skill sets for the post.
* Have a good knowledge of appointments, clinic management and waiting list procedures.
* Ensure data entry is accurate and appropriate.
* Ensure Referral to Treatment (RTT) is adhered to and highlight anomalies.
* Manage capacity/demand and react to operational requirements.
* Offer choice to long wait patients when cancelling slots.
* Escalate cancellations/reductions less than 6 weeks in line with Consultants leave policy.
* Make judgments involving facts or situations that require analysis.
* Report booking issues to line manager promptly.
* Plan and organise straightforward activities.
* Plan staff rotas as required.
* Proactively plan capacity issues including bank holidays and consultants leave.
* Monitor and manage clinics to minimise patient disruption and report issues to clinic team leaders.
* Work with the Appointment Call Centre to reschedule appointments, keeping changes to a minimum.
* Monitor PTL reports for suspected cancer and 18 week pathway, escalating issues to Clinic Team Leader and relevant division/service line management.
* Assist and co‑ordinate booking of outpatient appointments for relevant specialties.
* Deal with all outstanding logged referrals in line with the Trust’s Access Policy.
* Support the Directorate in managing referrals through the electronic booking application, e‑referral.
* Deal with the Appointment Slot Issue (ASI) list daily and resolve outstanding issues.
* Ensure referrals are dealt with in an appropriate and timely manner in collaboration with Clinic Manager, Outpatient Clerks and Health Records.
* Use keyboard skills for regular use of Outpatient computer systems.
* Provide non‑clinical advice, information to patients/clients/relatives.
* Supervise the Admin clerks with the speciality, ensuring mandatory training, appraisal and sickness are recorded and actioned.
* Assist in the investigation of complaints as appropriate.
* Act as a point of information and advice regarding the outpatients EPR system, liaising with ICT where required.
* Implement policies and propose changes to practices and procedures in own work area.
* Implement waiting list procedures and contribute to policies and procedures.
* Develop policies/procedures for staff under supervision.
Person Specification
* NHS experience.
* Experience of supervising a large team.
* GCSE at C or above or equivalent in Maths & English.
Equality and Diversity
We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
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