Job summary
At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.
The post holder will support the Team Leader in supervising and managing the Receptionists and Administration teams within Outpatients Directorate which involves managing staff in accordance to Trust policy and supporting the Directorate to achieve any NHS national targets and internal key performance indicators.
Main duties of the job
The post holder will support the Team Leader in supervising and managing the Receptionists and/or other teams within Outpatients Directorate which involves managing staff in accordance with Trust policy and supporting the Directorate to achieve any NHS national targets and internal key performance indicators.
Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services, and the achievement of Cancer and RTT targets, whether in a supportive role, or in terms of providing hand-on care. Application of the national rules and guidance is critical in relation to treating patients in a timely manner and chronologically, whether by clinical priority or in terms of length of wait. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust's Access Policy and Standard Operating Procedures.
The post holder will also require excellent communication and interpersonal skills and the ability to work flexibly is essential. The post-holder will ensure that confidentiality as outlined in the Data Protection Act 1998 is adhered to at all times.
About us
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.
Job description
Job responsibilities
- To act as the first point of contact to any staff based within the Reception and/or other teams within Outpatients Directorate.
- To devise staff rotas, ensuring there is enough cover to meet the demands of the service.
- To authorise and manage any annual leave requests.
- To manage staff in accordance to Trust policy.
- To communicate work procedures to the teams and to provide training to staff as and when this is necessary.
- To work with the Team Leader in achieving NHS national targets and key performance indicators.
- To ensure that the patient Access Policy is adhered to at all times and communicate any issues accordingly.
- To supply information to individuals and organisations as requested and agreed.
- To escalate any foreseen capacity issues to the appropriate Divisions.
- To maintain close liaison with the Receptionists and/or other teams within Outpatients Directorate staff to ensure that there is a seamless service for patients.
- 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.
- To ensure that long wait patients are offered choice when manually bringing forward into cancelled slots.
- To ensure that escalation takes place if any clinics are cancelled/reduced less than 6 weeks as per Consultants leave policy.
- 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.
- Work closely with the Appointment Call Centre team to ensure that appointments are rescheduled as appropriate, keeping changes to a minimum supported by a sign off sheet rom Divisions.
- To ensure the Patient Tracking List (PTL) reports for suspected cancer and the 18 week pathway are monitored and any issues escalated to both the Clinic Team Leader and the relevant Division/Service Line Management Team.
- To assist and co-ordinate the booking of outpatient appointments for the relevant specialty
- To ensure that all outstanding logged referrals are dealt with as per the Trusts Access Policy.
- To support the Directorate in managing referrals through the electronic booking application, e-referral. Version Update Dec 2023
- To ensure that the Appointment Slot Issue (ASI) list is dealt with daily and any outstanding issues are resolved, or escalating any issues to the Clinic Team Leader, Operational
Services Manager and the Service Line Management Team.
- 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
- To proactively monitor and manage the clinics to ensure that patients experience minimum disruption when clinics are rescheduled during periods of medical staff absence escalating any issues to the team leader.
- 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 clerks 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 supervision
Job description
Job responsibilities
- To act as the first point of contact to any staff based within the Reception and/or other teams within Outpatients Directorate.
- To devise staff rotas, ensuring there is enough cover to meet the demands of the service.
- To authorise and manage any annual leave requests.
- To manage staff in accordance to Trust policy.
- To communicate work procedures to the teams and to provide training to staff as and when this is necessary.
- To work with the Team Leader in achieving NHS national targets and key performance indicators.
- To ensure that the patient Access Policy is adhered to at all times and communicate any issues accordingly.
- To supply information to individuals and organisations as requested and agreed.
- To escalate any foreseen capacity issues to the appropriate Divisions.
- To maintain close liaison with the Receptionists and/or other teams within Outpatients Directorate staff to ensure that there is a seamless service for patients.
- 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.
- To ensure that long wait patients are offered choice when manually bringing forward into cancelled slots.
- To ensure that escalation takes place if any clinics are cancelled/reduced less than 6 weeks as per Consultants leave policy.
- 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.
- Work closely with the Appointment Call Centre team to ensure that appointments are rescheduled as appropriate, keeping changes to a minimum supported by a sign off sheet rom Divisions.
- To ensure the Patient Tracking List (PTL) reports for suspected cancer and the 18 week pathway are monitored and any issues escalated to both the Clinic Team Leader and the relevant Division/Service Line Management Team.
- To assist and co-ordinate the booking of outpatient appointments for the relevant specialty
- To ensure that all outstanding logged referrals are dealt with as per the Trusts Access Policy.
- To support the Directorate in managing referrals through the electronic booking application, e-referral. Version Update Dec 2023
- To ensure that the Appointment Slot Issue (ASI) list is dealt with daily and any outstanding issues are resolved, or escalating any issues to the Clinic Team Leader, Operational
Services Manager and the Service Line Management Team.
- 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
- To proactively monitor and manage the clinics to ensure that patients experience minimum disruption when clinics are rescheduled during periods of medical staff absence escalating any issues to the team leader.
- 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 clerks 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 supervision
Person Specification
Desirable
Essential
Essential
Essential
- Has experience of Supervising a large team
- Good communication skills
Desirable
- GCSE at C or above or equivalent in Maths & English
- Computer literate
Person Specification
Desirable
Essential
Essential
Essential
- Has experience of Supervising a large team
- Good communication skills
Desirable
- GCSE at C or above or equivalent in Maths & English
- Computer literate
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
