Job summary
An
opportunity has arisen for a Band 3 Reception Supervisor based at Darlington
Memorial Hospital to work as part of our Outpatient Reception Team, within
Patient Booking.
Supervising staff in the
preparation of Outpatient clinics and Reception facilities in areas of
responsibility as well as routine preparation and reception duties. In depth
knowledge of 18-week referral to treatment processes to ensure targets are met
and receptionists are accurately recording information into the Trust PAS
system. Implementing Overseas Visitor Charging Regulations in line with
Department of Health policies. It is essential that you monitor and deliver
exceptional customer service within the reception team.
Proven
customer care skills and the ability to communicate with all levels of
personnel are essential in this post. In addition, the ability to work under
pressure, prioritise your workload and organise your team in order to meet
deadlines and data quality assurance are crucial skills required for this post.
Main duties of the job
This
is a key role in assisting the Reception Manager and Reception Co-ordinator to
effectively manage and achieve high standards within the Reception Service and
Overseas Visitors to the organisation. You will be responsible for the
day-to-day supervision of a team of receptionists ensuring all policies,
procedures and standards are adhered to, as well as monitoring all absences.
You will have the opportunity to greatly influence the service provided to our
patients.
Candidates must be
interested in ensuring patient satisfaction, have good organisational skills, a
sensitive manner when dealing with patients and staff members and work to a
high level of accuracy. A conscientious, flexible approach is essential along with
the ability to work effectively within a team.
The
successful candidate will be based at Darlington Memorial Hospital but may be
asked to cover and travel to other hospital sites when necessary.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.
Full Job Descriptions can be found in the adverts supporting documents.
Over reliance on
AI-generated content is discouraged and may diminish the applicant's chances of
success.
For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.
From April 9th 2025 - Healthcare assistants - You must have a minimum of two years
of experience working within the NHS as a HCA for the Trust to consider
sponsorship (we will only consider sponsorship if you meet this criteria and
have a current visa expiring within 3 months).
Job description
Job responsibilities
You will ensure that receptionists deal with
all customers promptly and courteously, to ensure a high standard of Customer
Care.
You will monitor and report
the quality standard of data collection by receptionists and access to health
staff in accordance with department policies and procedures. This includes
ensuring 18-week pathway outcome codes are recorded accurately by reception
staff.
Responsible for the timely
and accurate clinic management of outpatient appointments, waiting list and
admission/discharges on the Patient Administration System, implement time
surveys on the waiting times of clinics as required and have a basic knowledge
of medical terminology to allow further appointments to be arranged.
Monitor the Trust strict
timescale of processing subject access requests in line with the Data
Protection Act.
Deal with complaints and
escalate if necessary.
Interview potential
Overseas Visitors and complete all necessary paperwork to ensure Overseas
Charging Regulations are implemented in line with the Department of Health
guidelines.
You will analyse and
resolve staff performance problems within your own responsibility, referring to
Reception Co-ordinator as necessary.
You will report all
sickness absences to the Reception Co-ordinator/Reception Manager on a monthly
basis and carry out return to work interviews, adhering to the Trusts
Management of Absence policy.
You will co-ordinate and
record all annual leave for your staff and arrange cover to ensure service
provision.
You will assist Outpatient
Reception Co-ordinator to continually seek to improve the service provided,
including the development of policies and procedures and ensure all staff are
informed.
Collate Friends and Family
questionnaires and send to external stakeholder and report figures to Patient
Experience Team.
Participate in interview
panels and selection of candidates for vacancies within the department.
To carry out appraisals to
ensure Trust/Department objectives are followed and support development of PDP
for staff.
Ensure that the Waiting
List Policy and clinic rules are adhered to in respect of appointment booking
and amendments.
To deal with distressed,
abusive and /or complaining customers face to face and via the telephone and
resolve in appropriate timescales.
Ensure all time sheets and
flexible working is correct and forwarded to the Reception Co-ordinator, in
accordance with Trust and Patient Access policies.
Ensure patient satisfaction
and confidentiality is maintained throughout.
Ensure Health & Safety
files are maintained and training is up to date.
To
cover all duties if required performed by Band 2 Receptionist to cover any
absences and ensure the smooth running of all areas.
Job description
Job responsibilities
You will ensure that receptionists deal with
all customers promptly and courteously, to ensure a high standard of Customer
Care.
You will monitor and report
the quality standard of data collection by receptionists and access to health
staff in accordance with department policies and procedures. This includes
ensuring 18-week pathway outcome codes are recorded accurately by reception
staff.
Responsible for the timely
and accurate clinic management of outpatient appointments, waiting list and
admission/discharges on the Patient Administration System, implement time
surveys on the waiting times of clinics as required and have a basic knowledge
of medical terminology to allow further appointments to be arranged.
Monitor the Trust strict
timescale of processing subject access requests in line with the Data
Protection Act.
Deal with complaints and
escalate if necessary.
Interview potential
Overseas Visitors and complete all necessary paperwork to ensure Overseas
Charging Regulations are implemented in line with the Department of Health
guidelines.
You will analyse and
resolve staff performance problems within your own responsibility, referring to
Reception Co-ordinator as necessary.
You will report all
sickness absences to the Reception Co-ordinator/Reception Manager on a monthly
basis and carry out return to work interviews, adhering to the Trusts
Management of Absence policy.
You will co-ordinate and
record all annual leave for your staff and arrange cover to ensure service
provision.
You will assist Outpatient
Reception Co-ordinator to continually seek to improve the service provided,
including the development of policies and procedures and ensure all staff are
informed.
Collate Friends and Family
questionnaires and send to external stakeholder and report figures to Patient
Experience Team.
Participate in interview
panels and selection of candidates for vacancies within the department.
To carry out appraisals to
ensure Trust/Department objectives are followed and support development of PDP
for staff.
Ensure that the Waiting
List Policy and clinic rules are adhered to in respect of appointment booking
and amendments.
To deal with distressed,
abusive and /or complaining customers face to face and via the telephone and
resolve in appropriate timescales.
Ensure all time sheets and
flexible working is correct and forwarded to the Reception Co-ordinator, in
accordance with Trust and Patient Access policies.
Ensure patient satisfaction
and confidentiality is maintained throughout.
Ensure Health & Safety
files are maintained and training is up to date.
To
cover all duties if required performed by Band 2 Receptionist to cover any
absences and ensure the smooth running of all areas.
Person Specification
Special Requirements
Essential
- Good interpersonal skills.
- Approachable and friendly.
- Attention to detail.
- Ability to maintain strict confidentiality.
- Willing to undertake any training required for the post.
- Ability to travel across sites.
Desirable
- Self-reliance.
- Well presented.
Special Skills & Knowledge
Essential
- Knowledge of PAS and 18 week referral to treatment processes and procedures, especially within the reception arena.
- In depth knowledge of the Data Protection Act and Access to Medical Records Act.
- Experience and knowledge of the implementation of the Overseas Visitors Charging Regulations.
- Organisational skills.
- Microsoft Office Skills.
- Ability to work under pressure.
- Ability to prioritise.
- Able to lead a team and set high standards.
- NHS Supervisory experience.
- Working in a busy office environment.
- NHS Health Records experience.
Desirable
- Experience of overseas visitors processes and charging fees.
- Experience of working within the NHS.
- Experience of NHS Patient Administration systems.
Experience
Essential
- NHS Supervisory experience.
- Working in a busy office environment.
- NHS Health Records experience.
- NHS Reception Experience.
- Application Form & Interview.
Desirable
- NHS Reception Experience.
Qualifications
Essential
- Educated to A Level standard or NVQ Level 3 in Business Administration or Customer Care or equivalent experience.
Person Specification
Special Requirements
Essential
- Good interpersonal skills.
- Approachable and friendly.
- Attention to detail.
- Ability to maintain strict confidentiality.
- Willing to undertake any training required for the post.
- Ability to travel across sites.
Desirable
- Self-reliance.
- Well presented.
Special Skills & Knowledge
Essential
- Knowledge of PAS and 18 week referral to treatment processes and procedures, especially within the reception arena.
- In depth knowledge of the Data Protection Act and Access to Medical Records Act.
- Experience and knowledge of the implementation of the Overseas Visitors Charging Regulations.
- Organisational skills.
- Microsoft Office Skills.
- Ability to work under pressure.
- Ability to prioritise.
- Able to lead a team and set high standards.
- NHS Supervisory experience.
- Working in a busy office environment.
- NHS Health Records experience.
Desirable
- Experience of overseas visitors processes and charging fees.
- Experience of working within the NHS.
- Experience of NHS Patient Administration systems.
Experience
Essential
- NHS Supervisory experience.
- Working in a busy office environment.
- NHS Health Records experience.
- NHS Reception Experience.
- Application Form & Interview.
Desirable
- NHS Reception Experience.
Qualifications
Essential
- Educated to A Level standard or NVQ Level 3 in Business Administration or Customer Care or equivalent experience.
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
County Durham & Darlington NHS Foundation Trust
Address
Darlington Memorial Hospital NHS Trust
Hollyhurst Road
Darlington
County Durham
DL3 6HX
Employer's website
https://www.cddft.nhs.uk/ (Opens in a new tab)
