- Good basic standard of education demonstrating excellent communication skills and numeracy
- Minimum of 5 GCSEs, NVQ or the equivalent qualifications
- Experience of working in an office environment - this includes work experience at college or school
- Experience of working with patients in an administrative environment
- Experience of coordinating/supervising a team of clerical staff
- Previous experience of training others
- A good team player with the ability to work flexibly in a diverse and demanding environment
- Basic computer literacy and willingness to learn further computer skills
- Standard keyboard skills
- Ability to use the Trust's Patient Administration System (computer patient database)
- Willingness to undergo training to carry out the job
Supervisor - Outpatients (XN03) - Leeds, United Kingdom - Leeds Teaching Hospitals
Description
Job summary
We are excited to advertise a permanent Outpatient Supervisor position to join our Outpatient Administration 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 across the St James University Hospital site. 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 some 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 St James University Hospital 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.
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
About us
We are very proud of the established staff groups within our Outpatient team, including our successful Equality, Diversity & Inclusion staff group. We are proud winners of an LTHT Time to Shine Award 2022 for a Leeds Way award in the Fair category.
We recognise the power of the staff voice & encourage staff to act as champions through various staff networks including Disability, LGBT+ and BME.
We put staff Health and Wellbeing at the heart of everything we do and promote the importance of flexibility at work. We want to support all staff to succeed in their role & support reasonable adjustments in the workplace.
We adopt inclusive recruitment processes and share interview questions the day before interview, to all shortlisted candidates. We believe this creates a level playing field, reduces stress and helps interviewees know what we are looking for.
Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.
Job descriptionJob responsibilities
9. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY
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.
Person SpecificationQualifications
Essential
Desirable
Experience
Essential
Desirable
Skills & Behaviours
Essential
Desirable
Other criteria
Essential