About this role
Job summary
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).
Main duties of the job
You will be an integral member of the multidisciplinary team and will provide leadership to the administrative and clerical team.
You will have the ability to work independently as well as part of a multi-disciplinary team. You will be a key member of staff and will be integral to the success of the hospital, thanks to your interactions with both clinical staff and patients. You will manage a team of outpatient clinic coordinators, ensuring that excellent customer service is provided to our patients, and key performance indicators are met.
We are looking for a motivated, enthusiastic person who shares our trust values. In return we can offer training and development, a friendly working environment and high levels of work satisfaction. Alongside all this, there are excellent opportunities for progression within the Trust.
About us
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.
Job description Job responsibilities
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
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Moorfields Eye Hospital NHS Foundation Trust
Address Moorfields at Ealing Hospital
Ealing Hosptial, Uxbridge Road
Southall
UB1 3HW
United Kingdom
Employer's website https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)