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Trainee Administration Supervisor

7 months ago

Stevenage, United Kingdom East and North Hertfordshire NHS Trust Full time
Job overview

We are recruiting for a Trainee Training Administration Supervisor - Patient Contact Centre who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

If you’re looking for an exciting development opportunity in a fast-paced, varied role and want to develop your skills for leading a team and liaising with staff and the general public, this Trainee Supervisory role will be an exciting challenge for you. Our outpatient Supervisors are trained to ensure a patient’s pathway through Outpatients, from referral to treatment, is administered efficiently and accurately.

You will learn to lead a team who work in busy outpatient clinics and in our Outpatient Contact Centre, using various appointment computer systems to book, cancel and answer patient appointment enquiries on the telephone.

You will have excellent communication and people-skills, enjoy working as part of a team and be able to deal with busy and sometimes very stressful situations to manage your workload effectively. The job requires good computer skills.

The Outpatient clerical teams are based across 3 hospital sites; Lister Hospital in Stevenage, the New QEII Hospital in Welwyn Garden City and Hertford County Hospital in Hertford. The main Appointments Team are based in the Contact Centre at the Lister Hospital.

Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond

Main duties of the job

To learn to supervise a team of clerical staff who are responsible for liaising with patients and Trust colleagues, face-to-face, by telephone and by e-mail, to ensure patients’ appointments are booked, cancelled and monitored efficiently.

You will be trained to take responsibility for their team’s work allocation and performance, managing their rotas, training, annual leave, and sickness.

Regular liaison with both the public and Trust staff and partners, including GPs. In this particular developmental role, the post-holder will be responsible for the support and training of our new starters and our Admin Team.

Support the Outpatient management team to validate data, investigate incidences and complaints and provide information required.

Ensure that outpatient clinics are booked correctly and efficiently, ensuring maximum utilisation of capacity (filing cancellation slots as necessary) in accordance with the agreed speciality, consultant and clinic protocols. Liaise with clinical specialties as required to ensure capacity meets demand.

Supervise the administration of referrals and appointments via internal pathways and the national Electronic Referral System to ensure patients are booked in accordance with National waiting times

Working for our organisation

At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

 We run the following hospitals:

The Lister Hospital, Stevenage

New Queen Elizabeth II (New QEII), Welwyn Garden City

Hertford County, Hertford

Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients.  We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We understand that finding and starting a new job is an important life decision.  If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.

We are committed to a positive work life balance for our employees.  Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person specificationEducationEssential criteria
  • Computer literate
Desirable criteria
  • GCSE or equivalent
Previous ExperienceEssential criteria
  • Demonstrate significant administrative experience
  • Handling telephone enquiries
  • Appointment booking
  • Patient booking experience
Desirable criteria
  • NHS experience
  • Patient administration experience
  • Previous supervisory experience
  • Managing staff appraisals/sickness/annual leave
Skills & QualitiesEssential criteria
  • Excellent communication and presentation skills
  • Excellent verbal and written communication skills
  • Ability to work independently and as part of a team
  • Methodical and able to prioritise own workload
  • Evidence of being able to work well under pressure
  • Good understanding of role requirements
  • Evidence of ability to work well under pressure
  • Well organised
Desirable criteria
  • Good time management
  • Comprehensive understanding of patient needs
  • Well presented application including relevant information for job role
KnowledgeEssential criteria
  • Understands the needs of the post and experience of managing staff
  • Computer literacy including Word, Excel, Email
Desirable criteria
  • Lorenzo trained
  • Understanding of PTL’s
  • Experience of contact center environment
Other requirementsEssential criteria
  • Experience and evidence of engagement around equality, diversity and inclusion issues in relation to policy, service development and service delivery in respect of both services to users and the management of staff
  • Smart appearance with a kind and courteous manner
  • Able to work with people at all levels of the organization

Our values

We want our staff to believe in, demonstrate and live our values in everything we do.

Include
We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.

Respect
We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.

Improve
We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.

Committed to our Community

East and North Hertfordshire NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We want to create a workforce which represents the communities we serve. We are on a journey to become a more inclusive organisation and we welcome applications from everyone regardless of their background. In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce .

We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.

We are proud to be a Disability Confident employer and achieved our status in 2019.

We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing resourcing.enh-tr@nhs.net

We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.

We are committed to being a carer-friendly environment, addressing the complex needs of families with caring responsibilities. In partnership with Carers in Hertfordshire, all our working carers have access to support from recruitment. We are also a member of Carers UK, providing resources to make balancing work and caring easier. Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.