Job summary
- Main area
- Outpatients
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 344-2179DCB-A
- Employer
- East Kent Hospitals University NHS Foundation Trust
- Employer type
- NHS
- Site
- Kent and Canterbury Hospital
- Town
- Canterbury
- Salary
- £25,147 - £27,596 per annum
- Salary period
- Yearly
- Closing
- 30/07/2024 23:59
Employer heading
Outpatient Services Supervisor
NHS AfC: Band 4
Job overview
The Outpatient Patient Service Centre role is responsible for providing an efficient and streamlined administrative service to patients and customers of East Kent Hospitals University Foundation Trust. This role involves supporting the Supervisor and lead a team compromising of Senior Administrator and a team of Assistant Administrators in the operational delivery and clinical governance of Outpatient Services. The role is for our busy Patient Service Centre and the candidate will be working in a fast-paced environment and will involve training of new staff and supporting them through an intense training programme to assist with continuous development of our improvement and quality standards. To help support the team to maintain accurate staff records and ensure mandatory training is up to date. The Assistant Administrators you will be responsible for will carry out many tasks from registering the GP referrals, Booking the first appointment with the patient speaking to patients with a positive, friendly, helpful attitude, making the first point of contact an excellent patient experience ready for when they attend for their Hospital Outpatients appointment.
Main duties of the job
Along with the Senior Administrator you will manage the day to day activities of the staff and work within Patient Service Centre ensuring a comprehensive administrative service to all service users. This includes organisation of own and other team members work. Duties may include contact with front line service users, members of the public and other external stakeholders. This post will include organisation and maintenance of effective systems (paper based and electronic) and typing and preparation of correspondence for team members.
We have several teams within Patient Service Centre which consist of Clinic maintenance team which deal with all clinic changes this could be cancelling a clinic, changing a slot from face to face to telephone, setting up new clinics. Two week wait team who deal with urgent appointments for patients to be seen within 2 weeks. Pre-reg team who deal with the referrals as they come in from the GP’s and register them on the system. The 18-week teams book patients first appointments within an 18-week period.
Working for our organisation
The Outpatient Service Team is a hard-working Team who are highly motivated and effective, as a large Trust we have Services at 6 of the sites and we provide key services within the patient pathway for Outpatient and in-patient activity. We work hard as a Team to continually ensure that patient care is at the forefront of our service. We are a professional and diverse team with different experiences and challenges and recognise that both professional and pastoral care for our teams is a priority.
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Detailed job description and main responsibilities
To find out more information about this exciting role, please find attached detailed job description with full details of the role.
Person specification
Qualifications
Essential criteria
- Numeracy & literacy (Maths and English) qualifications GCSE (C / 4 or above)
Desirable criteria
- Customer Services Training
Skills
Essential criteria
- Minimum of 2 years’ experience of working in a busy administration environment.
- Excellent communication and interpersonal skills, showing empathy and diplomacy.
- Experience in a customer facing role, providing a sensitive and caring approach.
- High level of accuracy and attention to detail.
- Ability to communicate clearly, both written and verbally.
- Ability to interact with colleagues and other stakeholders courteously.
- Ability to prioritise and organise own workload and productivity of the team.
- Ability to negotiate and persuade.
- Analytical skills
- Ability to track information.
Desirable criteria
- Previous NHS experience.
- Training and coaching experience
Governance
Essential criteria
- To adhere to organisational Governance guidelines and report against these.
- Experience of managing issues associated with Risk.
Desirable criteria
- Knowledge of the Datix system
Personal Attributes
Essential criteria
- Ability to remain calm under pressure.
- Experience of managing a team
- Experience or awareness of a range of work practices in an office setting.
- Experience of interacting with customers/patients.
Other
Essential criteria
- To be aware of and adhere to the Trust’s Vision, Mission and Values.
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Laura Jones
- Job title
- Junior Operational Manager
- Email address
- [email protected]
- Telephone number
- 01227 766877
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