Outpatients Supervisor support

We are seeking a highly motivated individual to join our friendly Outpatient Management team to deliver first-class customer service to patients, support the Outpatients departments, across Lewisham Hospital, Queen Elizabeth Hospital and Bexleyheath and Greenwich Community sites.

The post holder will support the supervision of Outpatient rotational teams providing a first-class one-stop shop appointments service for elective care to: GPs, health care professionals, patients and their representatives.

The post holder will provide an excellent customer and administration service, delivering smooth, safe and high-quality care to enable the trust to achieve key targets.

Main duties of the job

• The post holder will work within an Outpatients environment supporting staff to provide an effective and efficient range of telephone, face-to-face and email services.
• Ensuring all patient and service queries are answered and dealt with in a prompt, polite and efficient manner.
• Assisting staff with any complex administration tasks and support with difficult patient queries or complaints.
• The post holder will be responsible for overseeing staff performance and identifying any training needs within the department.
• Managing their own day-to-day responsibilities whilst overseeing the team's workloads, escalating significant problems to the Outpatient Team Leaders.

Job responsibilities

• To supervise staff ensuring all interactions are in a courteous, professional and efficient manner.
• Rota Management.
• To deal with difficult patient queries and complaints escalating to the Outpatient Assistant Service Managers as necessary.
• Receive internal and external telephone queries with regard to all outpatient matters and referring to appropriate departments as necessary.
• Responsible for inputting and extracting patient information via the Trust (PAS) systems and the e-Referrals system.
• Responsible for maintaining and analysing reports and KPIs to improve the team performance.
• Ensure all patient details are correctly and accurately entered on to the Trust (PAS) systems, and amend where necessary.
• To deal with all queries from patients and staff in a polite, professional and courteous manner.
• To record any messages clearly and accurately and deliver them promptly.
• To act in such a manner as to maintain and protect patient confidentiality at all times.
• To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
• To attend service Metric meetings to escalate any capacity issues raised by the Outpatients admin team if there are issues when the teams are booking outpatient appointments.
• To photocopy or scan documents for the department as required.
• To participate in staff reviews and performance monitoring to achieve set targets.
• To participate in the orientation and training of new and temporary staff as required.
• To support the Outpatients Team Leaders with sickness management, mandatory training and recruitment.
• To support the Outpatients management teams as required in any other reasonable requests.

Benefits

• Competitive salary: £28,392 to £31,157 per annum.
• Agenda for Change pay scheme.
• Band 4.
• Fixed-term contract for 12 months.
• Full-time position.