Outpatients Reception Supervisor

“Previous applicants need not to apply”
This role will require you to support and cover for the Team Leader in their absence. This role will be predominantly based out in the reception areas with the team to help and support, as the first point of call to the team. You will l ink in with the Reception Team Leader with any issues that inhibits patient’s pathway i.e. patient records, referrals letters, staffing issues, cancellations, delays etc. Communicate with teams any feedback to improve the service for patients and work as part of a team so that all aspects of the service is covered. This role will require you to work on reception areas when there are staffing issues. It is the responsibility of this role to ensure that patients are being supported throughout their visit i.e. booking in through the Savience system, updating demographic information escalating any system issues to the Systems Administrator. To proactively ensure that patients are aware of the importance of updating their demographic information. If patients have any complaints it is intended that this role would resolve in the first instance. This role will include staff management which will be supported by the Team Leader and as part of your progression within management.
Be proactive when feedback is given from both the patients and clinics. To ensure that any data quality issues are escalated and managed accordingly in conjunction with the Team Leader.
To act as a focal point for issues relating to the management of clinics, developing close links with clinicians, clinic-based nursing staff, and Service Line Management Teams.
Communicates work procedures within own team making sure that patients attending for an outpatient appointment receive high quality care that is complimented by administrative processes of a high standard by well trained staff.
To act as a focal point for all front-line staff including the appointments staff communicating within the teams of any front-line issues i.e. training issues, staff attitude, spot checks etc.
Ensure that any special requirement for patient needs is managed for their Outpatient appointment i.e. ensuring that an interpreter is booked or any other special requirements.
Qualifications and/or experience is current and broad over the various skills of the role.
Required to maintain and keep current the skill sets required for the post.
A good knowledge and understanding of appointments and clinic management/waiting list procedure
Ensure that data entry is accurate and appropriate
Plan and organise straightforward activities
Plan staff rotas as and when required
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
To act as a focal point for issues relating to the management of clinics, developing close links with clinicians, clinic-based nursing staff, and Service Line Management Teams.
Communicates work procedures within own team making sure that patients attending for an outpatient appointment receive high quality care that is complimented by administrative processes of a high standard by well trained staff.
To act as a focal point for all front-line staff including the appointments staff communicating within the teams of any front-line issues i.e. training issues, staff attitude, spot checks etc.
Ensure that any special requirement for patient needs is managed for their Outpatient appointment i.e. ensuring that an interpreter is booked or any other special requirements.
Exchange information with patients and staff on the Outpatient and admission procedures, patient complaints and cultural or language difficulties.
Ensure that the patient Access Policy is adhered to at all times and communicate any issues accordingly.
To act as a focal point for staff communicating within the tea