Outpatient Clinic Supervisor - Ealing Hospital
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An exciting opportunity has arisen within the north division of Moorfield's Eye Hospital.
We are looking to recruit an Outpatient Supervisor based at our Moorfield's Site at Ealing Hospital (onsite based role).
Job description
To have overall management responsibility for any delegated members of the administrative staff, providing leadership and support and ensuring that they are managed in line with trust this includes managing sickness, disciplinary and performance issues for direct reports.
Co-ordinate the work of outpatient clinic co-ordinators on a day to day basis, agreeing priorities with the clinic manager as needed.
Co-ordinate and authorise annual leave requests from outpatient clinic co-ordinators, ensuring sufficient cover for clinics and other outpatient services.
Supervise outpatient clinic co-ordinators within the clerical team, providing support, guidance and training as required.
Monitor and manage sickness / absence within the clerical team according to trust policy, seeking advice from HR and the assistant clinic manager where necessary.
Use excel to manage clinical rotas and adjust profiles 6 weeks in advance, based on annual leave and sickness.
Act as a resource for dealing with immediate problems from outpatient clinic co-ordinators, informing and escalating to the clinic manager as appropriate.
Deputise for the clinic manager at meetings / duties as and when required.
Co-ordinate training of new and existing outpatient clinic co-ordinators in order to ensure that outpatient staff are equipped with the skills and knowledge required to undertake their roles, as well as help them access development opportunities.
To support outpatient clinic co-ordinators to deliver excellent customer service to patients and to maintain data quality on PAS.
To work with the assistant clinic manager and clinic manager to ensure that Key Performance Indicators are met for the service.
Liaise closely with the booking centre and contact centre to resolve patient queries and ensure that new appointment bookings are made in accordance with agreed clinic profiles and within RTT breach guidelines.
Clinic management:
To manage designated clinics in line with agreed clinic profiles, reducing over-booking and ensuring that patient numbers are adjusted to clinician
To liaise with the responsible clinician to provide regular updates regarding the status of their clinic profiles, in an agreed manner.
To use a variety of systems to monitor clinics and clinicians e.g. PAS, safe staffing
To provide a high standard reception service and general administrative support to designated outpatient clinics, being a first point of contact to patients,
To identify all patient AIS requirements and record the data accurately on the Trusts electronic systems.
Ensure clinic digital screens and whiteboards are updated with the correct and most recent data.
Accurately record the patients attendance in clinic and time of appointment.
Record outpatient outcomes updating Referral To Treatment (RTT) status, and where appropriate, outpatient procedure coding promptly for every patient.
To book and reschedule appointments as required including the booking of appointments for diagnostic purposes in liaison with the appropriate departments, including the booking centre and the call centre.
Ensure follow up appointments are booked according to agreed Key Performance Indicators and in line with treatment plans.
Person specification
Education/Qualifications
Essential
- Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications
Desirable
- Evidence of continuing education and development
Experience
Essential
- Experience of effectively supervising a team
- Experience of working in a multi-disciplinary team
- Awareness of NHS performance targets (eg Referral to Treatment)
- Experience of working in a healthcare setting
Desirable
- Knowledge of HR processes (eg sickness and performance management)
Skills/abilities
Essential
- Ability to develop, lead and motivate staff in a multi-disciplinary service, maintaining an excellent working relationship with staff at various levels.
- Excellent organisational skills, including the ability to prioritise own workload and that of the team
- Excellent oral and written communication, negotiation and interpersonal skills
Desirable
- Ability to work under pressure and to deadlines
About the employer
This post is based at our Northwick Park Hospital site.
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
Salary including High-Cost Area SupplementOpportunity to join the NHS Pension SchemeFree 24/7 independent counselling serviceLearning and development opportunitiesEasy and quick transport linksA range of attractive benefits and discountsAccess to Blue Light Card and other NHS Discount SchemesFree Pilates classesFull support and training to develop your skillsFlexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.