Band 4- Booking and Request List Supervisor

7 days ago


St Albans, United Kingdom West Hertfordshire Teaching Hospitals NHS Trust Full time

The post holder will work closely with the Outpatients Call Centre team, The Outpatient reception teams, the E-Referrals Manager for the Trust, the Outpatient Clinic Build team, and the Operational and General Managers for the individual specialties within the Trust.

This job may involve cross-site working when required.

The successful applicants will provide efficient and comprehensive supervision support to the Outpatient Booking and Request list scheduling team.

Working supervisor, responding to all urgent and routine referrals from GP’s, and received as Consultant-to-Consultant internal referrals. Contacting patients to arrange the booking of their 1stappointment and dealing with patient queries in a professional and confidential manner.

Produce waiting list reports on a weekly basis and validate worklists on E-Referrals and Cerner request lists, working closely with the Outpatient Bookings and Request List Coordinator and the Outpatient bookings and Reception Manager to feed into a monthly service level report on performance. To help maintain and update Bookings SOPs for each specialty and ensure a standardised approach to the booking of first appointments across all specialities.

Line management of staff including maintenance of accurate Annual leave and absence records per Trust policy, assisting with training of new staff, ensuring adequate and equitable distribution of workload amongst staff members, and monitoring of staff performance.

Need to have excellent communicational skills as they may need to relay sensitive information to patients who are particularly vulnerable. They will also require excellent organisational skills with advanced IT skills to be able to pick up new IT systems quickly. Attend multiple meetings and meet deadlines and targets is essential.

There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust Major redevelopment works are due for completion by 2025 or soon after. 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 encourage and welcome people with disabilities. If you need help, please ask.

The successful applicant will provide an efficient and comprehensive administrative service including being responsible for:

- Providing a professional, efficient and effective Outpatient booking service adhering to National & local timeframes.
- Developing and maintaining professional working relationship with the Outpatient Bookings and Call Centre and reception teams, E-Referrals Manager, Clinic Build team, and the Operational and General Managers for the individual specialties within the Trust.
- Ensuring all Urgent and Routine referrals are accurately logged and registered on PAS system.
- Having a thorough understanding of all Booking policies and procedures including the Trust Access Policy and Outpatient SOP.
- Using own initiative to regularly monitor and review future clinics to ensure that they are booked correctly, and all unutilised slots are filled.
- Contacting patients to offer appointments, dealing with patients in a professional manner and ensuring patient confidentiality is maintained at all times.
- Assisting in the recruitment and induction of new staff within the bookings team.
- Relaying sensitive information to patients and carers in relation to waiting times for appointments, dealing with aggressive and antagonistic patients in a calm and tactful manner.
- Working closely with the Bookings and Request List Coordinator and the Outpatient Booking Manager in supporting staff and aiding in the future development of services within the Outpatient bookings department.
- Undertaking the supervision and training of staff. Maintaining accurate annual leave, sickness records, Mandatory training records and Appraisals for staff.
- Communicating department work procedures, updates and new processes within own team and to other departments.
- Managing own workload with minimum supervision.
- Provide cover for colleagues on Annual leave or sick leave whilst maintaining own supervisor duties.
- Maintaining databases and filing systems in a timely and accurate manner, ensuring that other team members can locate information in your absence.
- Attending relevant meetings with other departments and completing weekly reports, ensuring the necessary statistics and information needed is up to date and available on time.
- Developing new and more efficient ways of working within the department.
- Helping maintain and update the Outpatient bookings SOP with line Manager and departmental managers.



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