Supervisor - Outpatients

Requirements the employer expects applicants to meet.

• Skills

  Excellent organisational skills with the ability to work both independently and as part of a team.

• Skills

  Must have effective supervisory skills, be highly motivated and lead by example to motivate other team members.

• Skills

  Prioritise own workload and that of the team, work under pressure, multi-task and be aware of, and achieve, time deadlines.

• Skills

  An ability to train staff, including temporary staff, as required and to monitor progress on a continuing basis.

• Skills

  Highly developed interpersonal skills with the ability to exchange confidential, sensitive or contentious information clearly and effectively at all levels, i.e. patients, relatives, colleagues and health professionals, within the Trust and externally.

• Skills

  An ability to exercise judgement when dealing with patient enquiries to evaluate the situation and resolve problems.

• Skills

  The ability to cope with the sometimes distressing and emotional nature of the work when dealing with situations requiring sensitivity involving colleagues, patients and their families.

• Skills

  To be adaptable and flexible.

• Skills

  Must be tactful and diplomatic.

• Skills

  Knowledge and experience of using a Patient Administration system.

• Skills

  The ability to affectively facilitate a team of clerical staff to deliver against deadlines.

• Skills

  Computer literacy and willingness to further computer skills.

• Skills

  Standard Keyboard Skills

• Skills

  Ability to use the Trust's Patient Administration system.

• Knowledge

  An ability to effectively implement, and reinforce where necessary, Trust policies, hospital practices and procedures associated with the role of the office manager which require specialist knowledge.

• Knowledge

  An ability to provide non-clinical advice and information to colleagues, patients and their families.

• Knowledge

  Appreciation of clinical/operational areas that the service area interacts with.

• Knowledge

  Application of data protection and copyright laws and their effects on the service.

• Knowledge

  Appreciation of the aims and application of standards of care e.g. Patient Advice and Liaison Service (PALS).

• Knowledge

  An understanding of the relationship and impact on the service of a range of IT applications e.g. PAS.

• Knowledge

  Awareness of the NHS Plan and Modernisation Plans.

• Knowledge

  Understanding of the Outpatient Management Policy and other policies in use at the Trust.

• Knowledge

  The post-holder to possess a good standard of written and spoken English.

• Knowledge

  A willingness to understand all policies and procedures governing the Trust's approach and delivery to Patient Administration.

• Experience

  Experience at supervisory/senior level in a health care environment.

• Experience

  A well developed understanding and knowledge of office based procedures/ systems gained over a significant period to enable implementation and appropriate training of the clerical team.

• Experience

  Interpretation and analysis of reports, databases and spreadsheet information.

• Experience

  Well developed knowledge and experience of using a variety of IT applications in a Windows based environment.

• Experience

  Working in a customer focussed environment.

• Qualifications

  GCSE (or equivalent) English Language and Mathematics grade C or above.

• Qualifications

  Good Basic Standard of Education demonstrating excellent communication skills and numeracy.

• Qualifications

  Minimum of 5 GCSE, NVQ or the equivalent qualifications.

• Qualifications

  A willingness to undergo training to carry out the job.

• Core Behaviours and Personal Qualities

  The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude.

• Core Behaviours and Personal Qualities

  The post-holder will be expected to be a good team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department.

• Core Behaviours and Personal Qualities

  To support and guide their team, including the development of an induction programme for new members of staff.

• Core Behaviours and Personal Qualities

  To provide a high standard confidential, effective and accurate administration service.

• Core Behaviours and Personal Qualities

  Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals.

• Core Behaviours and Personal Qualities

  Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety.

• Core Behaviours and Personal Qualities

  Responsible for appropriate use of equipment within the working environment.

• Core Behaviours and Personal Qualities

  A willingness to undergo all training requirements necessary for the post.

• Core Behaviours and Personal Qualities

  Fair, honest and consistent in their approach.

• Core Behaviours and Personal Qualities

  A positive and professional attitude.

• Core Behaviours and Personal Qualities

  Committed to providing the highest quality of administrative support.

• Core Behaviours and Personal Qualities

  To promote, support and work towards the delivery and achievement of the Trust's and department's objectives.

• Core Behaviours and Personal Qualities

  Maintain and improve quality of service.

• Core Behaviours and Personal Qualities

  A business like appearance.

• Core Behaviours and Personal Qualities

  Commitment to own personal & professional development as agreed with their line manager.

• Core Behaviours and Personal Qualities

  Commitment to their teams' personal & professional development.

• Communication and Working Relationships

  It is essential that the Supervisor maintains and develops good working relationships with all staff.

• Communication and Working Relationships

  This will involve considerable liaison with consultants, nursing staff, managers, medical secretaries, and patient administration staff throughout the Trust.

• Communication and Working Relationships

  Communicate sensitively and effectively with a wide range of people including patients, medical and nursing staff, other patient administration colleagues and other outside agencies in addition to other departments throughout the Trust.

• Values and Professional Responsibilities

  Respect confidentiality in line with National, Trust and local policies and guidelines.

• Values and Professional Responsibilities

  Respect patient Confidentiality and be aware of the Data Protection Act and Caldicott Guidelines.

• Values and Professional Responsibilities

  The jobholder must take responsibility in agreement with his/her line manager for his/her own personal development by ensuring that Continuous Professional Development remains a priority.

• Values and Professional Responsibilities

  The jobholder will undertake all mandatory training required for the role.

• Values and Professional Responsibilities

  The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions.

• Values and Professional Responsibilities

  The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

• Values and Professional Responsibilities

  All staff have a responsibility to listen to the views of patients and to contribute to service improvements based on patient feedback.

• Working Conditions and Other Requirements

  Office based and regular use of a VDU and display screen equipment.

• Working Conditions and Other Requirements

  Frequent requirement for concentration working to departmental deadlines and service level agreements.

• Working Conditions and Other Requirements

  Direct patient contact may be required in a non-clinical role.

• Working Conditions and Other Requirements

  Office Based.