Job summary Expected Shortlisting Date: 13/03/2025 Planned Interview Date: 24/03/2025 An exciting opportunity has arisen to join the Adult Therapies Team as an Outpatient Supervisor. The postholder will join a small established team of supervisors who are responsible for a team of staff and manage the day-to-day operations of an outpatient service. If you have experience of working in an outpatient environment and knowledge of the Elective Treatment Access Policy combined with good interpersonal skills, a positive attitude, and an ability to work both independently and as part of a team then we want to hear from you. Main duties of the job Organise rota and ensure cover for all tasks Provide induction and training for new starters Prioritise workload, organise staff and escalate issues to the PSC Attend and contribute to weekly access meetings with the General Manager, Service Manager and Business Manager Conduct and document 1-1 meetings and appraisals Support staff within the absence management process and conduct timely return to work meetings About us We are a friendly patient administration team who work cross-site with outpatient services at SJUH, CAH and LGI. We provide administrative support for the delivery of around 90,000 appointments per year for Physiotherapy, Occupational Therapy, Dietetics, Speech & Language Therapy and Podiatry. Please contact Mel Colley or Sarah Gill on 0113 2067640 for an informal chat and visit to the department. Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions. Date posted 21 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Contract Permanent Working pattern Full-time, Flexible working Reference number C9298-ATH-395 Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities JOB PURPOSE/SUMMARY The Post-holder will be responsible for supervising on a day to day basis a team of clerical staff responsible for the administration and clerical duties within the Adult Therapies CSU. The post holder must be able to communicate sensitively and effectively with a wide range of people including patients and all other staff members. In addition the post holder will have to communicate with other outside agencies and other departments throughout the Trust. The post holder will assist in the organisation of the Departmental administration and clerical teams workload to provide a comprehensive clerical service and ensure the delivery of a coordinated and consistent operational management service. The post holder will also be expected to provide secretarial support to the department. Provide day to day supervision of clerical staff, monitoring staffing levels on a daily basis and adjusting when and where necessary to provide appropriate staff cover. Be involved in the recruitment and retention of the clerical staff ensuring that all new staff receive an appropriate induction and training to enable them to carry out their duties. Supervise and train members of the clerical team in all aspects of Patient Administration and customer service, including the allocation of work on a daily basis and the reviewing of work performance and progress. Act as secretarial support for the department and support consultants secretaries during absences. Along with the team leader ensure clerical staff receives full briefings on current developments and be actively involved in staff meetings. Exercise safekeeping of office equipment, including data held on the computer, work stations and any other equipment used. The Trust requires that all members of staff are appraised on a yearly basis and the post holder will be responsible for the appraisals for the allocated team members. The post holder will be responsible for the monitoring of sickness, holidays and other leave and return to work interviews following sickness and for preparing and providing statistics to managers and to salaries and wages. The post holder must ensure that processes/procedures comply with legislative requirements covering Health & Safety, Data Protection and confidentiality. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Staff Supervision Coordinate the day to day activities of a team of clerical officers. To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role. To be actively involved in the recruitment process. Continually review staffing levels and ensure there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service. Train and supervise members of staff in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals. Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development. Service Management Be responsible for the implementation of Trust procedures and protocols within the department. Ensure the appointment pathways are managed in accordance with Trust and Patient Access Policies and within specialty guidelines. Ensure that information on the Trust Patient Administration System is recorded in an accurate and timely manner. Ensure investigation results receive medical acknowledgement in a timely manner. To be receptive to and assist in, the development and introduction of new ways of working. Ensure that joint working and close cooperation is developed with other departments and agencies. Undertake monitoring of performance to ensure high quality service delivery. Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Take responsibility for returning any follow-up calls as necessary. Support the induction process for all new clerical officers and work with the Outpatient Coordinator to develop refresher programmes/updates for existing staff. Respect patient Confidentiality and be aware of the Data Protection Act and Caldicott Guidelines. Any other duties, which may be required as determined by the Outpatient Co-ordinator or the Outpatient Site Manager. Essential core values include: The post-holder is expected to be honest, fair and consistent in their approach and to accept responsibility for ones own achievements, acts and omissions. Respect confidentiality in line with National, Trust and local policies and guidelines. A positive and professional attitude. Committed to providing the highest quality of administrative support. To promote, support and work towards the delivery and achievement of the Trusts and departments objectives. Maintain and improve quality of service. A business like appearance. Commitment to own personal & professional development as agreed with their line manager. Commitment to their teams personal & professional development. 6. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT) Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients. By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change. WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition. Job description Job responsibilities JOB PURPOSE/SUMMARY The Post-holder will be responsible for supervising on a day to day basis a team of clerical staff responsible for the administration and clerical duties within the Adult Therapies CSU. The post holder must be able to communicate sensitively and effectively with a wide range of people including patients and all other staff members. In addition the post holder will have to communicate with other outside agencies and other departments throughout the Trust. The post holder will assist in the organisation of the Departmental administration and clerical teams workload to provide a comprehensive clerical service and ensure the delivery of a coordinated and consistent operational management service. The post holder will also be expected to provide secretarial support to the department. Provide day to day supervision of clerical staff, monitoring staffing levels on a daily basis and adjusting when and where necessary to provide appropriate staff cover. Be involved in the recruitment and retention of the clerical staff ensuring that all new staff receive an appropriate induction and training to enable them to carry out their duties. Supervise and train members of the clerical team in all aspects of Patient Administration and customer service, including the allocation of work on a daily basis and the reviewing of work performance and progress. Act as secretarial support for the department and support consultants secretaries during absences. Along with the team leader ensure clerical staff receives full briefings on current developments and be actively involved in staff meetings. Exercise safekeeping of office equipment, including data held on the computer, work stations and any other equipment used. The Trust requires that all members of staff are appraised on a yearly basis and the post holder will be responsible for the appraisals for the allocated team members. The post holder will be responsible for the monitoring of sickness, holidays and other leave and return to work interviews following sickness and for preparing and providing statistics to managers and to salaries and wages. The post holder must ensure that processes/procedures comply with legislative requirements covering Health & Safety, Data Protection and confidentiality. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Staff Supervision Coordinate the day to day activities of a team of clerical officers. To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role. To be actively involved in the recruitment process. Continually review staffing levels and ensure there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service. Train and supervise members of staff in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals. Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development. Service Management Be responsible for the implementation of Trust procedures and protocols within the department. Ensure the appointment pathways are managed in accordance with Trust and Patient Access Policies and within specialty guidelines. Ensure that information on the Trust Patient Administration System is recorded in an accurate and timely manner. Ensure investigation results receive medical acknowledgement in a timely manner. To be receptive to and assist in, the development and introduction of new ways of working. Ensure that joint working and close cooperation is developed with other departments and agencies. Undertake monitoring of performance to ensure high quality service delivery. Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Take responsibility for returning any follow-up calls as necessary. Support the induction process for all new clerical officers and work with the Outpatient Coordinator to develop refresher programmes/updates for existing staff. Respect patient Confidentiality and be aware of the Data Protection Act and Caldicott Guidelines. Any other duties, which may be required as determined by the Outpatient Co-ordinator or the Outpatient Site Manager. Essential core values include: The post-holder is expected to be honest, fair and consistent in their approach and to accept responsibility for ones own achievements, acts and omissions. Respect confidentiality in line with National, Trust and local policies and guidelines. A positive and professional attitude. Committed to providing the highest quality of administrative support. To promote, support and work towards the delivery and achievement of the Trusts and departments objectives. Maintain and improve quality of service. A business like appearance. Commitment to own personal & professional development as agreed with their line manager. Commitment to their teams personal & professional development. 6. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT) Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients. By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change. WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition. Person Specification Experience Essential Experience at supervisory/senior level in a health care environment. 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. Interpretation and analysis of reports, databases and spread sheet information. A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration. Skills & behaviours Essential Diplomatic, self-motivated and enthusiastic with a professional attitude. Communicate sensitively and effectively. To support and guide their team, including the development of an induction programme for new members of staff. To provide a high standard confidential, effective and accurate administration service. Qualifications Essential GCSE (or equivalent) English Language and Mathematics grade C or above. Other Criteria Essential Excellent organisational skills with the ability to work both independently and as part of a team. Must have effective supervisory skills, be highly motivated and lead by example to motivate other team members. Prioritise own workload and that of the team, work under pressure, multi-task and be aware of, and achieve, time deadlines. An ability to train staff, including temporary staff, as required and to monitor progress on a continuing basis. Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary), including clearance on blood borne viruses in compliance with Trust Policy Person Specification Experience Essential Experience at supervisory/senior level in a health care environment. 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. Interpretation and analysis of reports, databases and spread sheet information. A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration. Skills & behaviours Essential Diplomatic, self-motivated and enthusiastic with a professional attitude. Communicate sensitively and effectively. To support and guide their team, including the development of an induction programme for new members of staff. To provide a high standard confidential, effective and accurate administration service. Qualifications Essential GCSE (or equivalent) English Language and Mathematics grade C or above. Other Criteria Essential Excellent organisational skills with the ability to work both independently and as part of a team. Must have effective supervisory skills, be highly motivated and lead by example to motivate other team members. Prioritise own workload and that of the team, work under pressure, multi-task and be aware of, and achieve, time deadlines. An ability to train staff, including temporary staff, as required and to monitor progress on a continuing basis. Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary), including clearance on blood borne viruses in compliance with Trust Policy 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 Leeds Teaching Hospitals Address St. James's University Hospital Beckett Street Leeds LS9 7TF Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)