University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
The post holder will work within University Hospitals Bristol and Weston and be responsible for supervising two teams: the Admissions team and the Reception Team at the Bristol Dental Hospital. The postholder will become familiar with various booking policies and processes as well as be informed on the Referral to Treatment (RTT) guidance.
This is a full-time post, Monday to Friday.
The role of the Senior Supervisor is to ensure the smooth running of the inpatient services as well as outpatient clinics that reception manage. This will involve staff management, resolving queries, and liaising with clinical staff and senior management. The postholder is expected to be responsible for setting high standards of patient care by enacting the Trust's values at all times.
Main duties of the job
Communication:
1. To manage patient communications via telephone and use Trust systems to create letters, emails, and text reminders.
2. To answer any escalated queries from the Inpatient Booking Team.
3. To liaise with and act as a point of contact for queries from clinical and non-clinical staff.
4. To learn how to book all inpatient activity and to fulfil coordinator duties when required, especially when there is absence in the admissions team (due to leave or sickness).
5. Escalate patient queries, capacity issues, and breach details to the role's line manager where necessary.
6. To show a caring and professional approach towards patients, relatives, and carers, requiring resilience to deal with sometimes distressed patients and relatives in an empathetic manner.
Organising and Planning:
1. To assist the Deputy Performance and Operations Manager in the achievement of all relevant performance targets relating to inpatient and day case waiting lists, escalating performance issues as appropriate.
2. To monitor, manage, and validate active and backlog waiting list data.
3. To coordinate all operating theatre bookings for consultant teams, ensuring theatre sessions are booked in accordance with local policies and ensure the efficient use of theatre and bed capacity. This may require the coordination of different teams to deliver patient care.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston, and beyond. As a forward-thinking multi-award-winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston; join us and you can enjoy the very best of both worlds: city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce, we aim to recruit and retain a workforce that represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them.
Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
* Educated to GCSE, grade C or above (or equivalent) in English Language and Maths.
* Business and Administration Level 3 NVQ or equivalent experience.
* Qualifications and education beyond GCSE level.
* Willingness to learn.
* Capacity to adopt changes to working practices quickly.
* Ability to multi-task and prioritise workload appropriately.
Skills and Abilities
* Have a pleasant manner and good communication skills.
* Ability to prioritise and manage own workload.
* Ability to work with, and support, a range of staff.
* Effective organisational skills.
* Ability to work on your own, using your own initiative if required.
* Ability to be proactive and problem-solve.
* Effective, respectful, and professional communication skills.
* Ability to organise meeting agendas, chair meetings independently, and take forward actions.
Knowledge and Experience
* Basic keyboard skills.
* Working knowledge of Microsoft Office platforms.
* Experience working in a busy office environment and at a fast pace.
* Email and work etiquette.
* RTT knowledge.
* Familiarity with management of rotas, leave requests, and appraisals.
* NHS administrative experience, including inpatient and outpatient activity.
* Health records experience.
* Line management experience.
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.
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
Deputy Performance and Operations Manager
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