Clinic Supervisor

at  The Christie NHS Foundation Trust

An exciting opportunity has arisen for a motivated individual to join the referrals and bookings team as a Clinic Supervisor.
The referrals and bookings service operates Monday to Friday 8am-5pm, and there will be the possibility of working of Saturday 9am-1pm. Enhanced rates of pay applies to hours worked on Saturdays. The post holder will be expected to work on-site and have a flexible approach, with the ability to work various shifts to suit the needs of the service.
Based at The Christie main site in Withington, you will work closely with both admin and clinical teams, and patients across both The Christie and Tameside & Glossop Integrated Care NHS Foundation Trust to ensure referrals are managed quickly and efficiently.
You will also be responsible for the creation and maintenance of clinic templates for the service. As part of the role you may be asked to lead on and/or participate in project and service improvement work, providing opportunities for personal development as well as providing some staff supervision within the Referrals & Bookings Department.
Working closely with the Haematology and administrative teams you will be responsible for the management of Christie Haematology @ Tameside patient referrals and other Christie @ sites. This involves the use of systems including CareFlow to receive, manage the triage of, and book appointments for all patients accessing the newly formed Christie Haematology@ Tameside service.
Undertake day-to-day duties to support the service e.g. registering referrals, booking appointments, ensuring accurate input of patient details. The post holder will be expected to work closely with clinicians to manage clinic templates and maintain good working knowledge of Patient Administration and Health Records systems.
Support the Assistant Service Manager to identify patients waiting longer than the accepted timescales as outlined in policies and take action to rectify. The post holder must prioritise clinical need over waiting times e.g. referrals requiring an urgent appointment.
Take action in line with escalation procedures to ensure the Support and Service Managers are aware of any service issues or risks and concerns raised by a service user. Ensure that issues with capacity or the delivery of waiting time targets are escalated immediately to the Assistant Service Manager in line with procedures.
Ensure that additional clinics or changes to appointments are communicated immediately to all relevant staff within the team and the service concerned.
Daily supervision and co-ordination of staff to meet the needs of the service. Demonstrate leadership skills to promote employee engagement and wellbeing of team members.
The Christie is one of Europe’s leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country.
We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years.
We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.

Undertake day-to-day duties to support the service e.g. registering referrals, booking appointments, ensuring accurate input of patient details. The post holder will be expected to work closely with clinicians to manage clinic templates and maintain good working knowledge of Patient Administration and Health Records systems
Support the support managers and deputy service manager to identify patients waiting longer than the accepted timescales as outlined in policies and take action to rectify. The post holder must prioritise clinical need over waiting times e.g. referrals requiring an urgent appointment.
Take action in line with escalation procedures to ensure the support manager is aware of any service issues or risks and concerns raised by a service user. Ensure that issues with capacity or the delivery of waiting time targets are escalated immediately to the support manager in line with procedures.
Ensure that additional clinics or changes to appointments are communicated immediately to all relevant staff within the team and the service concerned.
Daily supervision and co-ordination of staff to meet the needs of the service. Demonstrate leadership skills to promote employee engagement and wellbeing of team members.
Ensure that all Support Staff and Clinic Administrators are performing their duties in line with standard operating procedures and policies. Meet with the team on a regular basis to discuss and manage any issues.
Ensures annual appraisals are undertaken on all line managed staff, monitoring the training and developmental needs of the department.
Managing absence and undertaking return to work interviews, long term sickness reviews and completing any required documentation in relation to their direct reports.
Proactively manage variances in activity ensuring that staffing levels are appropriate to the service needs. Ensure that service issues such as staffing shortages are identified and dealt with or escalated to the support manager.
Assist with staff management responsibilities including return to work, 1:1s and training of employees.
Co-ordinate with the support manager when demand varies ensuring a ‘one team’ approach for the benefit of the patient experience and quality of service provided.
Meet with the support manager on a regular basis to ensure capacity issues are escalated and actions clearly recorded to monitor progress. Support with the continuous review of performance and take action to improve team performance in line with key performance targets.
Communicate with service users (patients/relatives) via telephone in an empathetic and professional manner, using tact and diplomacy. Acknowledge potential barriers to communication e.g. language difficulties, disabilities and modify style of communication appropriately.
Communicate effectively with all members of staff and external stakeholders, answering verbal and written enquiries when necessary, taking action on all matter which can be dealt with without further reference. Resolve complex issues using negotiating and influencing skills.
Maintain strong working relationships with the Service Management teams, ensuring that service issues or risks are escalated.
Undertake all duties allocated by the support manager as appropriate to the role e.g. planning staff rotas and cover, supporting small projects.
Work autonomously and as part of a team, to organise own workload and prioritise urgent matters e.g. staffing shortfalls, delays in service.
Maintain a good understanding of RTT and Cancer Standards, and contribute to the compliance of all patient pathway targets
Work within all Trust policies appropriate to the role, proposing changes to policies and procedures in own area.
Participate in rotational requirements to support the needs of the service, putting patient services before personal preferences. Provide cover during periods of annual leave and sickness for other administrative staff.
Support the support manager with the recruitment of Clinic Administrators and Support Staff e.g. shortlisting, interviews.
Contribute to the training of new members of staff through sharing of knowledge and experience within a given area as required. Demonstrate and explain procedures and practices to new members of staff in line with policies.
Work with clinicians, nurses, managers and administrative staff to review working practices, identify new and improved ways of working, and resolve service issues.
Work with Service Managers to improve quality and range of services, with resources being managed according to agreed policies and priorities.
Order stationery as appropriate to the needs of the servic