Job overview
We are recruiting for a Front of House Supervisor who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
Are you looking for a dynamic and fast-paced role where you can make a meaningful impact? We are seeking motivated individuals to join our Outpatients Front of House team as an Outpatients Front of
House Supervisor. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.
The Outpatients Front of House Supervisor is responsible for the day-to-day supervision of reception and front-desk administrative functions within the Outpatient Department. The role ensures that patients
receive a professional, efficient, and friendly welcome and that front-of-house services operate smoothly, supporting clinical teams in the effective delivery of outpatient care.
We are looking for individuals with:
• Excellent communication and interpersonal skills
• Ability to prioritise tasks and manage workload in a high-pressure environment.
• Strong IT proficiency and confidence in using computer systems
• The ability to multitask and thrive in a busy team environment
• A professional, positive, and patient-focused approach
• Advanced problem solving skills in a fast paced environment
Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!
Main duties of the job
Supervise daily operations of the outpatient front-of-house service, ensuring full reception coverage for all scheduled clinics.
To work closely with Service Managers and the Outpatient Appointment Centre to ensure that the Trust delivers on outpatient waiting time targets
Coordinate and allocate staffing rotas, including managing sickness and annual leave cover.
Monitor arrival processes to ensure timely check-in, flow, and redirection of patients, maintaining privacy and dignity at all times.
Ensure reception areas are clean, welcoming, and accessible, reporting facilities issues promptly.
Promote a patient-first culture, ensuring high standards of customer care at all times.
Responsible for ensuring room utilisation is in line with room bookings and for overseeing room utilisation processes and systems
Ensure targets for arriving patients, DNA management, outcoming of clinics, cashing up, and room utilisation are achieved and continually improved
Working for our organisation
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and 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, and our staff and patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and 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 Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person specification
Experience
Essential criteria
* Significant experience in an administrative or clerical role
* NHS experience in an outpatient or clinic-based setting
* Experience supervising or supporting a team
* Experience dealing with patient or customer enquiries in a high-pressure environment
* Experience managing appointments or coordinating services
Knowledge / Skills
Essential criteria
* Excellent communication skills, both written and verbal
* Ability to organise and prioritise own and others’ workload
* Skilled in handling sensitive and confidential information
* Strong IT skills, including Microsoft Office (particularly Excel and Outlook)
* Understanding of patient pathways, confidentiality, and data protection
Desirable criteria
* Knowledge of NHS access targets and RTT standards
* Familiarity with outpatient appointment policies and booking procedures
Qualifications
Essential criteria
* Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4)
* Evidence of continued professional and personal development
Desirable criteria
* NVQ Level 2 or 3 in Business Administration or Customer Service
* ECDL or equivalent IT qualification