Job overview
We are recruiting for a Outpatients Front of House Manager who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services. As an Outpatients Front of House Manager you are responsible for the effective strategic and operational leadership and management of outpatient reception and administrative teams across the Trust. The role is central to delivering a seamless, professional, and patient-centred experience for all individuals attending outpatient services. The post holder will ensure the delivery of high-quality administrative support, including reception services, follow-up appointment coordination, and cashing up, in line with Trust policies and national performance targets.
Main duties of the job
* Provide strategic leadership and overall management of the Outpatients Front of House service, ensuring efficient and consistent service delivery.
* Provide senior-level oversight for patient access performance at reception and initial patient contact points.
* Lead and manage a team of Front of House Supervisors who manage the Front of House Clerks across the service.
* Leading and managing on various improvement initiatives to facilitate better engagement with patients.
* Lead as an exemplar for high standards of customer service and patient communication
* Promote a culture of caring and continuous improvement through clear standards of behaviour and zero tolerance of poor care
* In conjunction with the Head of Outpatients (Front of House) ensure delivery of national and Trust workforce issues, which address recruitment, retention, induction, support and development of all staff within the service, in collaboration with relevant stakeholders in line with the business plan.
* Establish links with educational providers through Trust Education and Training programmes, enabling maximum learning opportunities
Working for our organisation
At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
* The Lister Hospital, Stevenage
* New Queen Elizabeth II (New QEII), Welwyn Garden City
* Hertford County, Hertford
* Mount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.
We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.
We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Detailed job description and main responsibilities
Please see the attached Applicant information pack for further detailed information regarding this role.
Person specification
Experience
Essential criteria
* Evidenced of experience in office duties
* Experience in dealing with the public/reception type role
* Experience in Email, Microsoft Word, & Excel package
Desirable criteria
* Experience in Lorenzo
* Previous employment in a clerical healthcare setting
Knowledge
Essential criteria
* Understanding of how current skills apply to clerical role
Desirable criteria
* Knowledge of the hospital, support departments and patient pathway
* Knowledge of Trusts Access Policy
Qualifications
Essential criteria
* Computer literate
Skills
Essential criteria
* Able to demonstrate good communication skills - verbal and written
* To work in an organised, methodical manner
* To be able to prioritise
* Evidence of polite, approachable and compassionate manner
* Evidence of working as an active and supportive team palyer
Desirable criteria
* To work in an organised, methodical manner