Administration Supervisor
3 weeks ago
The post holder will oversee the preparation of all outpatient clinics by the clerks in the allocated outpatient area, ensuring each clinic is full, the notes of each patient are present, each set of notes is prepared to the appropriate standard, and all notes where possible are ready 48 hours before clinic. The post holder will be responsible for obtaining feedback on the quality of preparation work from each clinic lead and presenting the results at the activity meeting.
The supervisor will be responsible for ensuring our clinic clerks are accountable for the accurate reconciliation of each clinic including the arranging of future appointments for patients before they leave the clinic. Through the use of sign off sheets the quality of each member of staff work will be audited on a regular basis to inform feedback and learning.
The post holder will ensure that the quality of data recorded in the Patient Administration System for all of the out-patient activity is of the highest quality.
The Muscular Skeletal Directorate (MSK) has a vacancy to work as an Administrative Supervisor within our Rheumatology Department.
Please note that Muscular Skeletal (MSK) is a cross-site Directorate and there may be a requirement to work at both the Royal Hallamshire Hospital and Northern General Hospital.
We are looking for someone with a “can-do attitude” who enjoys the challenge of balancing competing priorities and leading a team. The post holder will need to demonstrate a high level of attention to detail, excellent communication and organisation skills and a strong understanding of customer care.
A key part of the role will be ensuring the delivery of an efficient and high quality outpatient service to patients and therefore the postholder will require experience of working in a healthcare, customer care or retail/hospitality setting.
Familiarity with Trust systems such as Lorenzo, Infoflex, ICE, Digital Dictation is also desirable but not essential for the role. The post-holder will require GCSEs at Grade C or above including Maths and English and/or be able to demonstrate equivalent/relevant experience
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
Please view the attached Job Description and Person Specification documents for full details regarding this post.
MAIN DUTIES AND RESPONSIBILITIES
Staff Management
- Conduct regular spot checks and audits of staff performance and compliance against standard operating procedures and agreed ways of working, addressing any issue of non compliance immediately with individuals 1-1 and escalating to senior managers as required.
- Working in partnership with the Out-Patient Supervisor to establish and maintain a robust, consistent and fair staffing rota that meets the needs of the Out-Patient Department.
- Undertake daily team briefings that encourage open dialogue and two way communication, to agree a daily plan for allocation of duties based on current pressures, priorities and resources and to re-evaluate progress throughout the day, escalating to the Outpatient Supervisor where risks or issues are perceived.
- Conduct weekly team meetings with a structured agenda that encourages open dialogue, two way communication and continuous service and personal improvement.
- Cross-cover for colleagues at similar grade across the directorate
Clinic Reception
- Conduct a daily inspection of the clinic reception and waiting areas, including administrative and clerical staff equipment, to ensure they are maintained to a high standard. Escalate any minor work changes or office, IT or other equipment needs to the Out-Patient Supervisor for approval.
- Develop and enforce a standard operating procedure for booking patients into clinic to include the mandatory checking of demographics, whilst maintaining confidentiality and accurate insertion of appropriate information into the field in Lorenzo.
- Ensure all patient arrivals are recorded in the Lorenzo system and act as the lead contact for staff needing advice or support to deal with scan, transport and language interpretation issues for patients attending the outpatient services.
- Act as the lead contact for staff needing advice or support to deal with patients who wish to make a complaint and escalate as appropriate to senior management.
Clinic Outcome
Enforce a Standard Operating Procedure for clinic reconciliation to include:
- Ensuring every patient returns to the reception desk after their appointment with an outcome sheet or e-outcome detailing the future care plan for the patient, and details of any procedures completed during the consultation.
- Ensure each clinic appointment is correctly reconciled on
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