Job summary
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!
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.
Expected Shortlisting
Date:
31/10/2024
Planned Interview
Date:
08/11/2024
Job description
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.
Job description
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.
Person Specification
Experience
Essential
- Experience of working in an office environment (This includes work experience at school or college)
Desirable
- Experience working with patients in an administrative environment.
- Experience coordinating / supervising a team of clerical staff.
- Demonstrate previous experience of training others.
Qualifications
Essential
- Good Basic Standard of Education demonstrating excellent communication skills and numeracy.
Desirable
- Minimum of 5 GCSE, NVQ or the equivalent qualifications.
Skills & Behaviours
Essential
- A good team player, with the ability to work flexibly in a diverse and demanding environment.
- Basic computer literacy and willingness to further computer skills.
- Standard Keyboard Skills
- Diplomatic, self-motivated and enthusiastic with a professional attitude.
Desirable
- Ability to use the Trusts Patient Administration system.
Other Criteria
Essential
- A willingness to undergo training to carry out the job.
Person Specification
Experience
Essential
- Experience of working in an office environment (This includes work experience at school or college)
Desirable
- Experience working with patients in an administrative environment.
- Experience coordinating / supervising a team of clerical staff.
- Demonstrate previous experience of training others.
Qualifications
Essential
- Good Basic Standard of Education demonstrating excellent communication skills and numeracy.
Desirable
- Minimum of 5 GCSE, NVQ or the equivalent qualifications.
Skills & Behaviours
Essential
- A good team player, with the ability to work flexibly in a diverse and demanding environment.
- Basic computer literacy and willingness to further computer skills.
- Standard Keyboard Skills
- Diplomatic, self-motivated and enthusiastic with a professional attitude.
Desirable
- Ability to use the Trusts Patient Administration system.
Other Criteria
Essential
- A willingness to undergo training to carry out the job.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
