Supervisor - Outpatients (XN03)

Job overview

We are excited to advertise a permanent Outpatient Supervisor position to join our team at St James University Hospital.

The successful applicant will work closely with a small team of Outpatient Supervisors to support the delivery of Outpatient clinics at Leeds Teaching Hospitals NHS Trust. The post holder will be responsible for the supervision of a team of Clerical Officers.

The Outpatient Administration team are based across five sites Leeds General Infirmary, Chapel Allerton Hospital, Seacroft Hospital, Wharfedale Hospital and St James University Hospital; and two Community Diagnostic Centres at Beeston and Armley. The Outpatient Administration team collaborate with the Referral and Booking Service, Outpatient Nursing, Switchboard, Phlebotomy and the Robotic Process Automation team. Together we form the Outpatient Clinical Service Unit.

The main attributes we are looking for are enthusiasm, motivation, professionalism, consistency, and flexibility. We are seeking a good team player who can communicate effectively and demonstrate an honest and fair approach.

Flexible working including occasional working from home can be supported in this role, but regular on site working, and some weekend shifts, are required to ensure adequate support for the Clerical teams.

We are proud of the diversity within our teams, and we welcome applications from people of all backgrounds and are committed to recruiting inclusively.

Main duties of the job

The main duties of this role include the supervision of a team of Clerical Officers, who are responsible for providing administration support to various Outpatient clinics across the SJUH site. Line management duties include leading team meetings; organising one to one meetings; absence recording; appraisals and general health and wellbeing support. The Outpatient Supervisor role includes the organisation of Outpatient clinics which includes workload allocation, organising rotas and ensuring Key Performance Indicators are achieved.

Our Clerical Officer team ensure all paperwork and systems are prepared in advance of Outpatient appointments. They provide receptionist support across several Outpatient areas; book patient appointments; and ensure all post clinic actions are completely timely. The Outpatient Supervisor team are responsible for coordinating these services and ensuring a high level of organisation.

The Outpatient Supervisor team report into the Assistant Patient Services Co-ordinators and will also work with the senior management team including the Outpatient Site Managers and Business Manager. The Outpatient Supervisors also support and collaborate with various Clinical Service Units across the trust, which includes working with clinical teams such as doctors, nurses and phlebotomists.

If you have the skills to deliver a highly organised, patient centred service and would like to supervise a friendly team this could be the role for you!

Job responsibilities

Staff Supervision

Coordinate the day to day activities of a team of clerical officers.

To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role.

To be actively involved in the recruitment process.

Continually review staffing levels and ensure there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service.

Train and supervise members of staff in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals.

Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development.

Service Management

Be responsible for the implementation of Trust procedures and protocols within the department.

Ensure the outpatient clinics and appointment pathways are managed in accordance with Trust and Patient Access Policies and within specialty guidelines.

Ensure that information on the Trust Patient Administration System is recorded in an accurate and timely manner.

When in contact with medical records, be responsible for ensuring any investigations/loose records/correspondence is securely filled in the casenote folder.

Ensure investigation results receive medical acknowledgement and signature in a timely manner.

To be receptive to and assist in, the development and introduction of new ways of working.

Ensure that joint working and close cooperation is developed with other departments and agencies.

Undertake monitoring of performance to ensure high quality service delivery.

Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Take responsibility for returning any follow-up calls as necessary.

Support the induction process for all new clerical officers and work with the Outpatient Coordinator to develop refresher programmes/updates for existing staff.

Respect patient Confidentiality and be aware of the Data Protection Act and Caldicott Guidelines.

Any other duties, which may be required as determined by the Assistant Patient Service Co-ordinator or the Outpatient Site Manager.

Staff Supervision

Coordinate the day to day activities of a team of clerical officers.

To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role.

To be actively involved in the recruitment process.

Continually review staffing levels and ensure there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service.

Train and supervise members of staff in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals.

Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development.

Service Management

Be responsible for the implementation of Trust procedures and protocols within the department.

Ensure the outpatient clinics and appointment pathways are managed in accordance with Trust and Patient Access Policies and within specialty guidelines.

Ensure that information on the Trust Patient Administration System is recorded in an accurate and timely manner.

When in contact with medical records, be responsible for ensuring any investigations/loose records/correspondence is securely filled in the casenote folder.

Ensure investigation results receive medical acknowledgement and signature in a timely manner.

To be receptive to and assist in, the development and introduction of new ways of working.

Ensure that joint working and close cooperation is developed with other departments and agencies.

Undertake monitoring of performance to ensure high quality service delivery.

Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Take responsibility for returning any follow-up calls as necessary.

Support the induction process for all new clerical officers and work with the Outpatient Coordinator to develop refresher programmes/updates for existing staff.

Respect patient Confidentiality and be aware of the Data Protection Act and Caldicott Guidelines.

Any other duties, which may be required as determined by the Assistant Patient Service Co-ordinator or the Outpatient Site Manager.