Job summary
- Main area
- 317 ENT Outpatients Admin - FH
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 317-2025-26-26-DR-B
- Employer
- The Newcastle upon Tyne Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- ENT Department
- Town
- 317 01 Freeman Hospital
- Salary
- £24,937 - £26,598 per annum
- Salary period
- Yearly
- Closing
- 10/08/2025 23:59
- Interview date
- 19/08/2025
Employer heading
Outpatient Supervisor
Band 3
Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS foundation trusts in the country, with around 15,000 staff and an annual budget of £1.6 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We’re in the top five providers of specialised health services in the country, supporting people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 6,500 patient contacts each day, delivering high standards of healthcare.
We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.
Job overview
An exciting opportunity has arisen for two outpatient supervisors in the ENT/Audiology Department. This role is to assist in the organisation of the activity, the deployment and supervision of staff in the ENT outpatient bureau, maintaining a level of efficiency to meet the needs of the outpatient service.
- Interview Date: 19th August 2025
-
37 hours 30 minutes/week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
NO AGENCIES PLEASE
Main duties of the job
- To communicate with patients and carers ensuring the level of support required is identified.
- To communicate effectively with staff from all disciplines.
- To receive and deal with complex telephone calls from patients /carers and outside
agencies. - To provide and receive sensitive information verbally and electronically from senior
managers action requirement to meet monthly deadlines. - To provide support and advice to other senior colleagues in matters relating to
outpatients. - To provide support to the Team Leader in the day-to-day supervision of the outpatient department.
- Ability to handle in the first instant sensitive and emotional situations relating to patients/carers.
- Assist in the communication of information to staff as required by the Team leader
- To participate in the investigation and recording of accidents and incidents to patients whilst visiting the outpatient department.
- To liaise closely with medical and nursing staff to achieve effective clinic
organisation and streamline patient throughput. - To liaise with The Interpreting Service and other outside agencies to ensure appropriate support to patients and carers is organised.
- To liaise with the North East Ambulance Service (NEAS) ensuring that appropriate transport is booked for patients and escorts.
- To support the Team Leader with the collation and compiling of new patients waiting times for clinics.
- To monitor PAS related documentation to ensure appropriate letters are sent to patients.
Working for our organisation
Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:
• Freeman Hospital
• Royal Victoria Infirmary (RVI)
• Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
• Newcastle Dental Hospital
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service
• Cramlington Manor Walks
These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.
We also have offices at Regent Point in Gosforth and community sites.
Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’ or ‘Supporting documents’.
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust
Detailed job description and main responsibilities
- To assist in the organisation of the activity, the deployment and supervision of staff in the outpatient bureau, maintaining a level of efficiency to meet the needs of the outpatient service and to comply with the Patients Charter.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Person specification
QUALIFICATIONS
Essential criteria
- NVQ Level 3 or equivalent experience
KNOWLEDGE
Essential criteria
- Knowledge of Policies and Procedures appertaining to OPD
- Knowledge of NHS Guidelines
- Understanding of confidentiality issues
- Understanding of the data protection act 1998
Desirable criteria
- Knowledge of the Department of Health initiatives
- Knowledge of Trust policies and procedures
SKILLS
Essential criteria
- Excellent communication and interpersonal skills
- Organisational and leadership skills
Desirable criteria
- Training Skills
- IT Skills
- Previous supervisory skills
EXPERIENCE
Essential criteria
- Experience of the functionality of the Patient Administration System (PAS)
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
- Marius Johnsen
- Job title
- Outpatient Team Lead
- Email address
- [email protected]
- Telephone number
- 0191 2137950
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