Band 4 - Reception Supervisor, Outpatients

1 week ago

Watford, United Kingdom West Hertfordshire Teaching Hospitals NHS Trust Full time

The Reception Supervisor will directly line manage a team of receptionists, offering administrative support to the clinical teams within the Outpatient clinical areas.

Ensuring all targets, KPI’s, policies, and standards are adhered to in contribution towards the delivery of an efficient Outpatient administrative service and positive patient experience. The post holder will supervise all administrative duties included in the front of house reception and booking service.

To monitor and supervise the processing of outpatient bookings, ensuring they are actioned appropriately within the agreed timeframe and according to agreed protocol. The Outpatient Reception Supervisor will directly line manage a team of Receptionists offering administrative support to the clinical teams within the Outpatient clinical areas.

The main base for this job is Watford General Hospital, however you may be required to work at one of our other sites (St Albans City Hospital and Hemel Hempstead Hospital.)

The main role is to supervise the efficient management of front of house reception areas speciality clinics supported by the Outpatient department by receiving patients to clinics in a courteous and caring manner, in line with the core values of the Trust.

To ensure patient demographics are accurately recorded and updated, patients are checked in for appointments in a timely manner, and to ensure all appointments are outcome recorded by clinical staff, escalating any issues to senior management.

Supervise the booking of designated follow up appointments via Cerner Request Lists, ensuring that these are booked efficiently and that any booking issues are raised immediately with medical staff and specialty managers to ensure patient care is not compromised. Support the production of reports on Request List backlog for all specialties in the Trust.

There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.

The trust has recently gained ‘teaching hospital’ status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.

We are a flexible working employer

At West Herts we recognise the importance of a good work life balance and the ability to work flexibly. We are delighted to offer a variety of flexible working options for all staff. Please check out our web page for more information.

We encourage and welcome people with disabilities. If you need help, please ask.

**The main duties include but are not limited to**:

- Supervising and Monitoring the registration of patient details on the patient administration system, ensuring a high level of data accuracy in patient demographic information.
- Acting as a direct line manager to the Outpatient Receptionists.
- Ensuring Management and correct use of Cerner Request lists as instructed to help monitor and manage unbooked appointments. Producing reports on the Request list backlog for all Outpatient supported services.
- Tracking and updating management on unoutcomed patients on the Cerner request lists and to engage with speciality managers of inform them of backlogs in their services.
- Supervising the effective management of the Check-in, Check-out and Outcome Capture process, in line with Trust policies.
- Ensuring the Receptionists present a professional and welcoming appearance for patients at reception by adhering to the Outpatients Uniform Policy.
- Taking an active role in promoting and championing the implementation of new digital solution within the department.
- Producing weekly reports on Request Lists backlogs to the Outpatients Booking and Request List Coordinator and assisting in pulling this together into a service level report.
- Prioritising, booking and rescheduling appointments on both Cerner on a daily basis according to clinical urgency and RTT targets.
- Dealing with patients in a mature manner when speaking to them on the phone for arranging of Outpatient appointments. This may sometimes involve dealing with distressed patients and a sensitive and reassuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.

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