Outpatients Reception Supervisor

at  University Hospitals of North Midlands NHS Trust

This role will require you to support and cover for the Team Leader in their absence. This role will be predominantly based out in the reception areas with the team to help and support, as the first point of call to the team. You will l ink in with the Reception Team Leader with any issues that inhibits patient’s pathway i.e. patient records, referrals letters, staffing issues, cancellations, delays etc. Communicate with teams any feedback to improve the service for patients and work as part of a team so that all aspects of the service is covered. This role will require you to work on reception areas when there are staffing issues. It is the responsibility of this role to ensure that patients are being supported throughout their visit i.e. booking in through the Savience system, updating demographic information escalating any system issues to the Systems Administrator. To proactively ensure that patients are aware of the importance of updating their demographic information. If patients have any complaints it is intended that this role would resolve in the first instance. This role will include staff management which will be supported by the Team Leader and as part of your progression within management.
Be proactive when feedback is given from both the patients and clinics. To ensure that any data quality issues are escalated and managed accordingly in conjunction with the Team Leader.
To act as a focal point for issues relating to the management of clinics, developing close links with clinicians, clinic-based nursing staff, and Service Line Management Teams.
Communicates work procedures within own team making sure that patients attending for an outpatient appointment receive high quality care that is complimented by administrative processes of a high standard by well trained staff.
To act as a focal point for all front-line staff including the appointments staff communicating within the teams of any front-line issues i.e. training issues, staff attitude, spot checks etc.
Ensure that any special requirement for patient needs is managed for their Outpatient appointment i.e. ensuring that an interpreter is booked or any other special requirements.
Qualifications and/or experience is current and broad over the various skills of the role.
Required to maintain and keep current the skill sets required for the post.
A good knowledge and understanding of appointments and clinic management/waiting list procedure
Ensure that data entry is accurate and appropriate
Plan and organise straightforward activities
Plan staff rotas as and when required
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we’re highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
To act as a focal point for issues relating to the management of clinics, developing close links with clinicians, clinic-based nursing staff, and Service Line Management Teams.
Communicates work procedures within own team making sure that patients attending for an outpatient appointment receive high quality care that is complimented by administrative processes of a high standard by well trained staff.
To act as a focal point for all front-line staff including the appointments staff communicating within the teams of any front-line issues i.e. training issues, staff attitude, spot checks etc.
Ensure that any special requirement for patient needs is managed for their Outpatient appointment i.e. ensuring that an interpreter is booked or any other special requirements.
Exchange information with patients and staff on the Outpatient and admission procedures, patient complaints and cultural or language difficulties.
Ensure that the patient Access Policy is adhered to at all times and communicate any issues accordingly.
To act as a focal point for staff communicating within the teams of any front-line issues i.e. training issues, staff attitude, etc.
To supply information to individuals and organisations as requested and agreed.
Provide and receive routine information requiring tact or persuasive skills.
Knowledge and expertise is supported by appropriate qualifications, NVQ level 3 or equivalent experience.
Qualifications and/or experience is current and broad over the various skills of the role.
Required to maintain and keep current the skill sets required for the post.
A good knowledge and understanding of appointments and clinic management/waiting list procedure
Ensure that data entry is accurate and appropriate
Ensure that Referral to Treatment (RTT) is adhered to at all times, highlighting any anomalies to line manager at the earliest opportunity
Able to manage capacity/demand, reacting accordingly to frequently changing operational requirements.
Ensure that when a clinic has been permanently cancelled that the waiting list has been dealt with in a timely manner and cancelled at the same time
Ensure that weekly spot checks take place in appointments and reception and communicate the findings to the teams.
Judgements involving facts or situations, some requiring analysis.
To be aware of when booking issues are highlighted to line manager at the earliest opportunity.
Plan and organise straightforward activities
Plan staff rotas as and when required
To proactively plan ahead with Clinic team leader Capacity issues to include any Bank Holidays, Consultants Leave and general Capacity issues
To proactively monitor and manage the clinics making sure that patients are not disrupted unnecessarily, and any disruption is kept to a minimum escalating any issues to the clinic team leaders as and when required.
To support the Directorate in managing referrals through the electronic booking application, e-referral.
To ensure referrals are dealt with in an appropriate and timely manner working in collaboration with the Clinic Manager, Outpatient Clerks and Health Records in line with the Trust Access policy.
Plan and organise straightforward activities.
To use keyboard skills for regular use of Outpatient computer systems
Ensure that if patients attend a clinic that has been cancelled that every effort is made to get the patient seen.
Provides non-clinical advice, information to patients/clients/relatives.
Provide information, non-clinical advice and information on outpatient procedures, appointments and clinical arrangements
To supervise the admin support clerk with the speciality, ensuring Mandatory training, appraise and sickness are recorded and actioned.
To assist in the investigation of complaints as appropriate.
To be a point of information and advice in relation to the outpatients EPR system, particularly in relation to the rescheduling of clinics, liaising with ICT as appropriate.
Implement policies and propose changes to practices, procedures in own work area.
Implement waiting list procedures and contribute to policies and procedures.
Develops policy/procedures for staff under supervisio

Please refer the Job description for details