Job summary
- Main area
- Outpatients
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 418-DTO5233-SJ
- Employer
- Bedfordshire Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Luton & Dunstable Hospital
- Town
- Luton
- Salary
- £25,147 - £27,596 per annum
- Salary period
- Yearly
- Closing
- 21/05/2024 23:59
Employer heading
Outpatient Call-Centre & Admin Support Supervisor
NHS AfC: Band 4
Job overview
- This role is one of Six Supervisory roles based in the Outpatient/Ward Clerk team at Luton and Dunstable Hospital. This role will be to supervise the Call-centre and Admin Support team. You will support these teams, ensuring all processes are carried out efficiently and effectively and key performance indicators are met. This will involve the planning and coordination of staff and workload resources, ensuring training needs are met, delivering a high standard and support to our reception areas.
- You will also participate in departmental HR tasks such as recruitment, selection, training, performance management and workforce rotas.
- The post holder will be the first point of contact and will work closely with the Outpatient Admin Co-ordinator Lead and Management team to ensure a mutual understanding of all operational issues.
Main duties of the job
- This role is one of Six Supervisory roles based in the Outpatient/Ward Clerk team at Luton and Dunstable Hospital. This role will be to supervise the Call-centre and Admin Support team. You will support these teams, ensuring all processes are carried out efficiently and effectively and key performance indicators are met. This will involve the planning and coordination of staff and workload resources, ensuring training needs are met, delivering a high standard and support to our reception areas.
- You will also participate in departmental HR tasks such as recruitment, selection, training, performance management and workforce rotas.
- The post holder will be the first point of contact and will work closely with the Outpatient Admin Co-ordinator Lead and Management team to ensure a mutual understanding of all operational issues.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.
We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.
Detailed job description and main responsibilities
- To oversee the smooth operational running of the Call-centre and Admin Support teams, ensuring key performance indicators are delivered.
- To oversee the quality of administration data input into the Trusts Patient Administration System (PAS) and any other relevant system.
- To be the point of contact for all data errors made, investigating and providing an action plan for persistent errors with the support of the Admin lead and management team.
- To liaise with other relevant internal trust staff to deal with any issues and queries relating to outpatient administration, ensuring timely resolution of issues raised and upwardly reporting these to Outpatient Admin Co-ordinator Lead and Management team.
- To attend meetings representing Outpatient/Ward Clerk Administration Team as delegated and to participate in internal team meetings.
- To carry out data validation tasks and audits as requested.
- To participate in the daily Situation Report (SitRep) meeting, to escalate any service shortcomings or failures. This may include cross cover amongst teams or appropriate use of available bank staff.
- Any other duties within the Outpatient/Ward Clerk administrative function commensurate with the grade, to cover sickness, annual leave or other workforce issues.
- To maintain stock levels of stationary and uniforms within the Outpatient/Ward clerk office
Supervision:
- To supervise the Call-centre and Admin Support teams in all aspects of their duties as laid down in their job descriptions by monitoring and recording workload as necessary.
- Producing objectives for the Call-centre and Admin Support teams and participate in regular performance reviews.
- To participate in the recruitment and interviewing of appropriate grades of staff.
- To participate in the first line of disciplinary process for appropriate grades of staff.
- To approve and record annual leave requests in accordance with the Trust’s leave policy and ensuring the department can remain operational while staff are on leave.
- To record sick leave and conduct informal back to work interviews for staff taking sick leave in accordance with Trust policies.
- To ensure that clerical staff adhere to policies and procedures agreed
- by the Trust.
- To investigate the first stage of any informal/formal complaint to the Trust.
- To contribute to and maintain Standard Operating Procedures.
Training
- To maintain personal level of mandatory training compliance and staff within your team.
- To ensure that staff receive the appropriate training for their role and are continually assessed and evaluated as part of their yearly performance measurement process.
- To organise induction and learning packages for new members of staff and participate in the identification of the departmental training requirements, delivery, ensuring accurate records are maintained, and that staff are continually assessed.
Data Collection/Quality:
- To ensure teams are aware of the importance of data accuracy/completeness and to take the necessary measures to ensure data accuracy/completeness within assigned areas of responsibility. Acting to rectify data accuracy/completeness issues and support teams to ensure the highest possible quality.
- To participate in the Trust’s Data collection, monitoring or validation process including input into decision making for implementation of PAS developments and service changes.
- To carry out ad-hoc data audits as requested.
Person specification
Qualifications
Essential criteria
- Experience Outpatient Dept
Desirable criteria
- NVQ level 3 Qualification/equivalent
Experience
Essential criteria
- Experience patient administration system
- Experience of Managing Health Roster
- Ability to train staff
Desirable criteria
- Experience of supervising staff
Skills
Essential criteria
- Strong verbal and written communication skills
- Ability to problem Solve
- Proactive and persuasive
- Ability to work independently
Knowledge
Essential criteria
- Competent in use of iPM
- Competent in Electronic Referral System (ERS)
- Proven knowledge of Outpatient Systems
- Knowledge of Microsoft Office Packages
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Sue Walsh
- Job title
- Outpatients Assistant Service Manager
- Email address
- [email protected]
- Telephone number
- 01582-491166
- Additional information
Contact telephone number is 01582-491166 ext 2189
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