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Outpatient Administration Supervisor

2 months ago

Luton, Luton, United Kingdom Bedfordshire Hospitals NHS Foundation Trust Full time

Position Overview

This position is one of six leadership roles within the Outpatient/Ward Clerk team at Bedfordshire Hospitals NHS Foundation Trust. The primary responsibility is to oversee the Call-Centre and Administrative Support teams, ensuring that all operational processes are executed efficiently and effectively while meeting key performance metrics.

Key Responsibilities

  • Supervise the daily operations of the Call-Centre and Administrative Support teams, ensuring that performance targets are consistently achieved.
  • Manage the quality of data entry into the Trust's Patient Administration System (PAS) and other relevant platforms.
  • Act as the main point of contact for addressing data discrepancies, investigating issues, and collaborating with the Admin lead and management team to develop action plans for recurring errors.
  • Coordinate with internal staff to resolve outpatient administration queries promptly, ensuring effective communication and reporting to the Outpatient Admin Coordinator Lead and management team.
  • Represent the Outpatient/Ward Clerk Administration Team in meetings as assigned and actively participate in team discussions.
  • Conduct data validation tasks and audits as required.
  • Engage in daily Situation Report (SitRep) meetings to highlight any service deficiencies or failures, including the need for cross-cover among teams or optimal use of available staff.
  • Perform additional duties within the Outpatient/Ward Clerk administrative function as necessary to cover for absences or other workforce challenges.
  • Maintain inventory levels of office supplies and uniforms within the Outpatient/Ward Clerk office.

Supervisory Duties

  • Oversee the performance and responsibilities of the Call-Centre and Administrative Support teams, monitoring workloads and recording necessary data.
  • Establish objectives for the teams and participate in regular performance evaluations.
  • Assist in the recruitment and selection process for appropriate staff levels.
  • Participate in the initial stages of disciplinary procedures for relevant staff members.
  • Approve and document annual leave requests in accordance with Trust policies, ensuring operational continuity during staff absences.
  • Record instances of sick leave and conduct informal return-to-work interviews in line with Trust policies.
  • Ensure compliance with Trust policies and procedures among clerical staff.
  • Investigate initial stages of any informal or formal complaints directed to the Trust.
  • Contribute to the development and maintenance of Standard Operating Procedures.

Training and Development

  • Ensure personal compliance with mandatory training requirements and oversee training compliance within your team.
  • Facilitate appropriate training for staff members, ensuring ongoing assessment and evaluation as part of the annual performance review process.
  • Organize induction and training programs for new staff, identifying departmental training needs and maintaining accurate records.

Data Management and Quality Assurance

  • Promote awareness of data accuracy and completeness among team members, taking necessary actions to rectify any issues.
  • Participate in the Trust's data collection, monitoring, or validation processes, contributing to decision-making regarding PAS developments and service modifications.
  • Conduct ad-hoc data audits as requested.

Qualifications and Experience

  • Essential: Experience in an Outpatient Department.
  • Desirable: NVQ Level 3 Qualification or equivalent.
  • Essential: Proficiency in patient administration systems and experience managing health rosters.
  • Desirable: Experience in supervising staff.

Skills and Knowledge

  • Essential: Strong verbal and written communication skills, problem-solving abilities, and a proactive approach.
  • Essential: Competence in using iPM, Electronic Referral System (ERS), and Microsoft Office packages.
  • Essential: Proven knowledge of outpatient systems.