University Hospital of North Midlands NHS Trust is seeking an Outpatients Supervisor.
Outpatients Supervisor
The closing date is 04 May 2026
The post holder will support the Team Leader in supervising and managing the Receptionists and Administration teams within the Outpatients Directorate. This includes managing staff in line with Trust policy, ensuring NHS national targets and internal key performance indicators are met, and maintaining adherence to the Trust Access Policy, Data Protection Act, and standard operating procedures.
Responsibilities
* Act as the first point of contact for staff within Reception and other Outpatients teams.
* Devise staff rotas, ensuring sufficient cover to meet service demands.
* Authorise and manage annual leave requests.
* Manage staff in accordance with Trust policy.
* Communicate work procedures and provide training as necessary.
* Work with the Team Leader to achieve NHS national targets and KPIs.
* Ensure patient Access Policy adherence and address any arising issues.
* Provide information to individuals and organisations as requested.
* Escalate forecast capacity issues to appropriate divisions.
* Maintain close liaison with Reception and other Outpatients staff to ensure seamless patient service.
* Maintain current skill sets required for the post.
* Possess good knowledge of appointments and clinic management/waiting list procedures.
* Ensure accurate data entry.
* Ensure Referral to Treatment (RTT) compliance, highlighting anomalies.
* Manage capacity/demand, reacting to changing operational requirements.
* Offer long‑wait patients choice when rescheduling into cancelled slots.
* Escalate cancellations/reductions less than 6 weeks as per Consultant Leave policy.
* Make decisions involving facts or situations requiring analysis.
* Identify booking issues early and report to line manager.
* Plan and organise straightforward activities.
* Proactively plan ahead with Clinic team leaders for capacity issues, including bank holidays and consultant leave.
* Monitor and manage clinics to minimise patient disruption, escalating issues when necessary.
* Collaborate with the Appointment Call Centre to reschedule appointments, minimising changes.
* Monitor Patient Tracking List (PTL) reports for suspected cancer and the 18‑week pathway; escalated issues to relevant leadership.
* Assist and coordinate booking of outpatient appointments for the relevant specialty.
* Ensure all outstanding logged referrals are dealt with per Trust Access Policy.
* Support Directorate in managing referrals through the electronic booking application (e‑referral).
* Deal with the Appointment Slot Issue (ASI) list daily and resolve or escalated issues appropriately.
* Ensure referrals are dealt with timely, collaborating with Clinic Manager, Outpatient Clerks, and Health Records.
* Use keyboard skills for regular use of outpatient computer systems.
* Ensure minimal disruption when clinics are rescheduled; elevate issues to the team leader.
* Ensure patients attend a cancelled clinic are seen promptly.
* Provide non‑clinical advice and information to patients/clients/relatives.
* Offer information on outpatient procedures, appointments, and clinical arrangements.
* Supervise Admin clerks with the speciality, ensuring mandatory training, appraisals, sickness records, and actions are completed.
* Assist in complaint investigations where appropriate.
* Serve as a point of information/advice on the outpatients Electronic Patient Record (EPR) system, liaising with ICT.
* Implement and propose changes to policies and procedures in the work area.
* Implement waiting‑list procedures and contribute to policy development.
* Develop policies/procedures for staff under supervision.
Qualifications and Experience
* Current NHS experience.
* Experience supervising a large team.
* GCSE at C or above (or equivalent) in Maths & English.
Person Specification
* NHS experience.
* Experience supervising a large team.
* GCSE at C or above (or equivalent) in Maths & English.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure will be required from the Disclosure and Barring Service.
Benefits
Salary: £24,937 to £26,598 a year pro rata.
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