Job overview
The post holder will be required to undertake a broad range of duties to support the Outpatient Department both strategically and operationally. They will play a key role in ensuring the smooth running of the office, working independently and leading the department in meeting its day‑to‑day administrative demands.
They will support the delivery of all performance requirements within the Outpatient Department, including quality standards and activity targets. This will involve close monitoring of key performance measures—such as 18‑week waits—and escalating potential risks as appropriate. The post holder will manage the team of Coordinators and administrative staff within the department and provide direct support to the Outpatient Service Manager.
As an integral member of the Outpatient Management Team, the post holder will contribute to the effective and efficient delivery of a centralised Outpatient Administration Service.
Main duties of the job
1. Act as the direct line manager for the back‑office team, including responsibility for staff appraisals, individual performance reviews, and ensuring full compliance within the team.
2. Support the delivery of effective and timely appointment‑booking services that meet patients’ needs and enable the Trust to achieve access targets, continually improving the patient and service‑user experience.
3. Oversee the smooth day‑to‑day running of the Outpatient Department by managing administrative operations and exercising delegated responsibility—following appropriate training and guidance—for making operational decisions when required.
4. Maintain oversight of outpatient demand and capacity, ensuring full utilisation of clinic slots and taking proactive steps to optimise patient flow.
5. Escalate concerns relating to performance, clinical risks, or operational issues to ensure the Outpatient Management Team is fully informed of any emerging challenges within the department.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.
Detailed job description and main responsibilities
6. Serve as the direct line manager for the back‑office team, undertaking duties such as staff appraisals, individual performance reviews, managing sickness absence, and ensuring full compliance with appraisal and statutory training requirements.
7. Act as a positive role model, providing guidance and training to less experienced team members and supporting their development.
8. Support the delivery of efficient and timely appointment‑booking services that meet patients’ needs, help the Trust achieve access targets, and continually enhance the patient and service‑user experience.
9. Contribute as an integral member of the Outpatient Management Team, assisting with day‑to‑day administrative tasks and departmental coordination.
10. Oversee the smooth daily operation of the Outpatient Department, managing administrative processes and exercising delegated responsibility—following appropriate training—for operational decision‑making when required.
11. Establish and develop duties within the departmental teams, providing training where appropriate, identifying training needs, recommending suitable courses, and maintaining accurate training records.
12. Assist in the shortlisting, selection, and recruitment of administrative and clerical staff.
13. Maintain accurate records of annual leave, sickness absence, and study leave for all team members.
Please refer to the attached JD
Person specification
Qualifications
Essential criteria
14. NVQ level 3/A level/Diploma level qualification or evidence of similar level of experience
15. Evidence of continued professional development
16. Proficient in Hospital based IT Admin systems (ERS, Mediviewer, IPM)
Desirable criteria
17. Degree level (or working towards) or qualification in a management
18. Leadership qualification (or working towards)
Experience
Essential criteria
19. Evidence of team leadership skills and experience managing staff, including recruitment and appraisals
20. Proven ability to manage complicated tasks and deliver long term objectives
21. Ability to prioritise and make immediate decisions to resolve front-line problems in the short term
Desirable criteria
22. Understanding of Outpatient process and practices
23. Demonstrates effective management skills
24. Budgetary management skills
Communication Skills
Essential criteria
25. Strong written and verbal communication skills
26. Able to encourage staff to work through problems and assist in resolving issues
27. Diplomatic approach to resolving issues
Knowledge
Essential criteria
28. Good knowledge of computerised software packages including MS Word, Excel, Access and PowerPoint, use of clinical information systems and keyboard skills.
Skills
Essential criteria
29. Ability to cope with a busy workload, work under pressure and meet deadlines
30. Ability to use knowledge and experience within broad service objectives to make first line day to day operational decisions
31. Able to assist in resolution of first line patient complaints and listen to user experiences offering appropriate verbal response and identifying remedial actions as necessary.
Personal Skills
Essential criteria
32. Ability to work flexibly according to service demands
33. Creative and solution orientated
34. Diplomatic and approachable
35. Able to work in a busy operational environment as part of a multi-disciplinary team
36. Enthusiastic and committed approach to work
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.