Supervisor - Outpatients (XN03)

Job description

Job responsibilities

JOB PURPOSE/SUMMARY

The Post-holder will be responsible for supervising on a day to day basis a team of clerical staff responsible for the administration and clerical duties within Gynaecology. The post holder must be able to communicate sensitively and effectively with a wide range of people including patients and all other staff members. In addition the post holder will have to communicate with other outside agencies and other departments throughout the Trust.

The post holder will assist in the organisation of the Departmental administration and clerical teams workload to provide a comprehensive clerical service and ensure the delivery of a coordinated and consistent operational management service.

Provide day to day supervision of clerical staff, monitoring staffing levels on a daily basis and adjusting when and where necessary to provide appropriate staff cover.

Be involved in the recruitment and retention of the clerical staff ensuring that all new staff receive an appropriate induction and training to enable them to carry out their duties.

Supervise and train members of the clerical team in all aspects of Patient Administration and customer service, including the allocation of work on a daily basis and the reviewing of work performance and progress.

Along with the Assistant PSC, ensure clerical staff receives full briefings on current developments and be actively involved in staff meetings.

Exercise safekeeping of office equipment, including data held on the computer, work stations and any other equipment used.

The Trust requires that all members of staff are appraised on a yearly basis and the post holder will be responsible for the appraisals for the allocated team members.

The post holder will be responsible for the monitoring of sickness, holidays and other leave and return to work interviews following sickness and for preparing and providing statistics to managers and to salaries and wages.

The post holder must ensure that processes/procedures comply with legislative requirements covering Health & Safety, Data Protection and confidentiality.

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 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, including regular 1-1 meetings.

Service Management

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

Ensure the 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.

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 Assistant Patient Services 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 Services Coordinator/ Patient Services Coordinator.

Essential core values include:

The post-holder is expected to be honest, fair and consistent in their approach and to accept responsibility for ones own achievements, acts and omissions.

Respect confidentiality in line with National, Trust and local policies and guidelines.

A positive and professional attitude.

Committed to providing the highest quality of administrative support.

To promote, support and work towards the delivery and achievement of the Trusts and departments objectives.

Maintain and improve quality of service.

A business like appearance.

Commitment to own personal & professional development as agreed with their line manager.

Commitment to their teams personal & professional development.

SPECIAL WORKING CONDITIONS

i) PHYSICAL EFFORT:

Office based and regular use of a VDU and display screen equipment.

ii) MENTAL EFFORT:

Frequent requirement for concentration working to departmental deadlines and service level agreements.

iii) EMOTIONAL EFFORT:

Direct patient contact may be required in a non-clinical role

iv) WORKING CONDITIONS:

Office based.

Person Specification

Experience

Essential

• Experience at supervisory/senior level in a health care environment.
• An ability to effectively implement, and reinforce where necessary, Trust policies, hospital practices and procedures associated with the role of the office manager which require specialist knowledge.
• Application of data protection and copyright laws and their effects on the service
• Appreciation of the aims and application of standards of care e.g. Patient Advice and Liaison Service (PALS).
• A well-developed understanding and knowledge of office based procedures/ systems gained over a significant period to enable implementation and appropriate training of the clerical team.
• An ability to provide non-clinical advice and information to colleagues, patients and their families.
• Appreciation of clinical/operational areas that the service area interacts with.
• A well-developed understanding and knowledge of office based procedures/ systems gained over a significant period to enable implementation and appropriate training of the clerical team.
• An understanding of the relationship and impact on the service of a range of IT applications e.g. PAS, Microsoft Excel ect.
• Interpretation and analysis of reports, databases and spread sheet information.
• Well-developed knowledge and experience of using a variety of IT applications in a Windows based environment.
• Working in a customer focussed environment.
• The post-holder to possess a good standard of written and spoken English.
• A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration.

Qualifications

Essential

• GCSE (or equivalent) English Language and Mathematics grade C or above.
• Good Basic Standard of Education demonstrating excellent communication skills and numeracy.
• A willingness to undergo training to carry out the job.

Desirable

• Minimum of 5 GCSE, NVQ or the equivalent qualifications.
• Demonstrate previous experience of training to carry out a job.
• Demonstrate previous experience of training others.

Skills & behaviours

Essential

• Diplomatic, self-motivated and enthusiastic with a professional attitude.
• Communicate sensitively and effectively.
• A good team player, with the ability to work flexibly in a diverse and demanding environment.
• Demonstrate the ability to work within local guidelines for
• The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude.
• The post-holder will be expected to be a good team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department.
• To support and guide their team, including the development of an induction programme for new members of staff.
• To provide a high standard confidential, effective and accurate administration service.
• Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals.
• Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety.
• Basic computer literacy and willingness to further computer skills.
• Standard Keyboard Skills
• Excellent organisational skills with the ability to work both independently and as part of a team.
• Must have effective supervisory skills, be highly motivated and lead by example to motivate other team members.
• Prioritise own workload and that of the team, work under pressure, multi-task and be aware of, and achieve, time deadlines.

Desirable

• Ability to use the Trusts Patient Administration system.
• Knowledge and experience of using a Patient Administration system.

Additional Requirements

Essential

• An ability to train staff, including temporary staff, as required and to monitor progress on a continuing basis.
• Highly developed interpersonal skills with the ability to exchange confidential, sensitive or contentious information clearly and effectively at all levels, i.e. patients, relatives, colleagues and he
• An ability to exercise judgement when dealing with patient enquiries to evaluate the situation and resolve problems.
• The ability to cope with the sometimes distressing and emotional nature of the work when dealing with situations requiring sensitivity involving colleagues, patients and their families.
• To be adaptable and flexible.
• Must be tactful and diplomatic.
• The ability to affectively facilitate a team of clerical staff to deliver against deadlines.
• Responsible for appropriate use of equipment within the working environment.
• Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary),

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.

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)