Job summary
An opportunity has arisen for a Band 3 Reception Supervisor
based at Darlington Memorial Hospital to work as part of our Outpatient
Reception Team, within Patient Booking.
Supervising staff in the preparation of Outpatient clinics
and Reception facilities in areas of responsibility as well as routine
preparation and reception duties. In depth knowledge of 18-week referral to
treatment processes to ensure targets are met and receptionists are accurately
recording information into the Trust PAS system. Implementing Overseas Visitor
Charging Regulations in line with Department of Health policies. It is
essential that you monitor and deliver exceptional customer service within the
reception team.
Proven customer care skills and the ability to
communicate with all levels of personnel are essential in this post. In
addition, the ability to work under pressure, prioritise your workload and
organise your team in order to meet deadlines and data quality assurance are
crucial skills required for this post.
Main duties of the job
This is a key role in assisting the Reception Manager and
Reception Co-ordinator to effectively manage and achieve high standards within
the Reception Service and Overseas Visitors to the organisation. You will be
responsible for the day-to-day supervision of a team of receptionists ensuring
all policies, procedures and standards are adhered to, as well as monitoring
all absences. You will have the opportunity to greatly influence the service
provided to our patients.
Candidates must be interested in ensuring patient
satisfaction, have good organisational skills, a sensitive manner when dealing
with patients and staff members and work to a high level of accuracy. A
conscientious, flexible approach is essential along with the ability to work
effectively within a team.
The successful candidate will be based at
Darlington Memorial Hospital but may be asked to cover and travel to other
hospital sites when necessary.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.
Full Job Descriptions can be found in the adverts supporting documents.
Over reliance on
AI-generated content is discouraged and may diminish the applicant's chances of
success.
For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.
From April 9th 2025 - Healthcare assistants - You must have been employed for a minimum of two years
of as a HCA Band 3 within the NHS for the Trust to consider
sponsorship (we will only consider sponsorship if you meet this criteria and
have a current visa expiring within 3 months).
Job description
Job responsibilities
You will ensure that
receptionists deal with all customers promptly and courteously, to ensure a
high standard of Customer Care.
You will monitor and report the quality standard of data
collection by receptionists and access to health staff in accordance with
department policies and procedures. This includes ensuring 18-week pathway
outcome codes are recorded accurately by reception staff
Responsible for the timely and accurate clinic management of
outpatient appointments, waiting list and admission/discharges on the Patient
Administration System, implement time surveys on the waiting times of clinics
as required and have a basic knowledge of medical terminology to allow further
appointments to be arranged.
Monitor the Trust strict timescale of processing subject
access requests in line with the Data Protection Act
Deal with complaints and escalate if necessary.
Interview potential Overseas Visitors and complete all
necessary paperwork to ensure Overseas Charging Regulations are implemented in
line with the Department of Health guidelines.
You will analyse and resolve staff performance problems
within your own responsibility, referring to Reception Co-Ordinator as
necessary.
You will report all sickness absences to the Reception
Co-ordinator/Reception Manager on a monthly basis and carry out return to work
interviews, adhering to the Trusts Management of Absence policy.
You will co-ordinate and record all annual leave for your
staff and arrange cover to ensure service provision.
You will assist Outpatient Reception Co-Ordinator to
continually seek to improve the service provided, including the development of policies
and procedures and ensure all staff are informed.
Collate Friends and Family questionnaires and send to
external stakeholder and report figures to Patient Experience Team.
Participate in interview panels and selection of candidates
for vacancies within the department.
To carry out appraisals to ensure Trust/Department
objectives are followed and support development of PDP for staff.
Ensure that the Waiting List Policy and clinic rules are
adhered to in respect of appointment booking and amendments.
To deal with distressed, abusive and /or complaining
customers face to face and via the telephone and resolve in appropriate
timescales.
Ensure all time sheets and flexible working is correct and
forwarded to the Reception Co-ordinator, in accordance with Trust and Patient
Access policies.
Ensure patient satisfaction and confidentiality is
maintained throughout.
Ensure Health & Safety files are maintained and training
is up to date.
To cover all duties if required performed by
Band 2 Receptionist to cover any absences and ensure the smooth running of all
areas.
Job description
Job responsibilities
You will ensure that
receptionists deal with all customers promptly and courteously, to ensure a
high standard of Customer Care.
You will monitor and report the quality standard of data
collection by receptionists and access to health staff in accordance with
department policies and procedures. This includes ensuring 18-week pathway
outcome codes are recorded accurately by reception staff
Responsible for the timely and accurate clinic management of
outpatient appointments, waiting list and admission/discharges on the Patient
Administration System, implement time surveys on the waiting times of clinics
as required and have a basic knowledge of medical terminology to allow further
appointments to be arranged.
Monitor the Trust strict timescale of processing subject
access requests in line with the Data Protection Act
Deal with complaints and escalate if necessary.
Interview potential Overseas Visitors and complete all
necessary paperwork to ensure Overseas Charging Regulations are implemented in
line with the Department of Health guidelines.
You will analyse and resolve staff performance problems
within your own responsibility, referring to Reception Co-Ordinator as
necessary.
You will report all sickness absences to the Reception
Co-ordinator/Reception Manager on a monthly basis and carry out return to work
interviews, adhering to the Trusts Management of Absence policy.
You will co-ordinate and record all annual leave for your
staff and arrange cover to ensure service provision.
You will assist Outpatient Reception Co-Ordinator to
continually seek to improve the service provided, including the development of policies
and procedures and ensure all staff are informed.
Collate Friends and Family questionnaires and send to
external stakeholder and report figures to Patient Experience Team.
Participate in interview panels and selection of candidates
for vacancies within the department.
To carry out appraisals to ensure Trust/Department
objectives are followed and support development of PDP for staff.
Ensure that the Waiting List Policy and clinic rules are
adhered to in respect of appointment booking and amendments.
To deal with distressed, abusive and /or complaining
customers face to face and via the telephone and resolve in appropriate
timescales.
Ensure all time sheets and flexible working is correct and
forwarded to the Reception Co-ordinator, in accordance with Trust and Patient
Access policies.
Ensure patient satisfaction and confidentiality is
maintained throughout.
Ensure Health & Safety files are maintained and training
is up to date.
To cover all duties if required performed by
Band 2 Receptionist to cover any absences and ensure the smooth running of all
areas.
Person Specification
Qualifications
Essential
- Educated to A Level standard or NVQ Level 3 in Business Administration or Customer Care or equivalent experience
Experience
Essential
- NHS Supervisory experience
- Working in a busy office environment
- NHS Health Records experience
Desirable
Special Skills & Knowledge
Essential
- Knowledge of PAS and 18 week referral to treatment processes and procedures, especially within the reception arena
- In depth knowledge of the Data Protection Act and Access to Medical Records Act
- Experience and knowledge of the implementation of the Overseas Visitors Charging Regulations.
- Organisational skills
- Microsoft Office Skills
- Ability to work under pressure
- Ability to prioritise
- Able to lead a team and set high standards
- NHS Supervisory experience
- Working in a busy office environment
- NHS Health Records experience
Desirable
- Experience of overseas visitors processes and charging fees
- Experience of working within the NHS
- Experience of NHS Patient Administration systems
Special Requirements
Essential
- Good interpersonal skills
- Approachable and friendly
- Attention to detail
- Ability to maintain strict confidentiality
- Willing to undertake any training
- required for the post
- Ability to travel across sites
Desirable
- Self-reliance
- Well presented
Person Specification
Qualifications
Essential
- Educated to A Level standard or NVQ Level 3 in Business Administration or Customer Care or equivalent experience
Experience
Essential
- NHS Supervisory experience
- Working in a busy office environment
- NHS Health Records experience
Desirable
Special Skills & Knowledge
Essential
- Knowledge of PAS and 18 week referral to treatment processes and procedures, especially within the reception arena
- In depth knowledge of the Data Protection Act and Access to Medical Records Act
- Experience and knowledge of the implementation of the Overseas Visitors Charging Regulations.
- Organisational skills
- Microsoft Office Skills
- Ability to work under pressure
- Ability to prioritise
- Able to lead a team and set high standards
- NHS Supervisory experience
- Working in a busy office environment
- NHS Health Records experience
Desirable
- Experience of overseas visitors processes and charging fees
- Experience of working within the NHS
- Experience of NHS Patient Administration systems
Special Requirements
Essential
- Good interpersonal skills
- Approachable and friendly
- Attention to detail
- Ability to maintain strict confidentiality
- Willing to undertake any training
- required for the post
- Ability to travel across sites
Desirable
- Self-reliance
- Well presented
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.
Employer details
Employer name
County Durham & Darlington NHS Foundation Trust
Address
Darlington Memorial Hospital NHS Trust
Hollyhurst Road
Darlington
County Durham
DL3 6HX
Employer's website
https://www.cddft.nhs.uk/ (Opens in a new tab)
