Job summary An opportunity has arisen for a Band 3 Reception Supervisor based at University Hospital North Durham to work as part of our Outpatient Reception Team, within Patient Booking. Supervising staff in the preparation of Outpatient clinics and Reception facilities in areas of responsibility as well as routine preparation and reception duties. In depth knowledge of 18-week referral to treatment processes to ensure targets are met and receptionists are accurately recording information into the Trust PAS system. Implementing Overseas Visitor Charging Regulations in line with Department of Health policies. It is essential that you monitor and deliver exceptional customer service within the reception team. Proven customer care skills and the ability to communicate with all levels of personnel are essential in this post. In addition, the ability to work under pressure, prioritise your workload and organise your team in order to meet deadlines and data quality assurance are crucial skills required for this post. Main duties of the job This is a key role in assisting the Reception Manager and Reception Co-ordinator to effectively manage and achieve high standards within the Reception Service and Overseas Visitors to the organisation. You will be responsible for the day-to-day supervision of a team of receptionists ensuring all policies, procedures and standards are adhered to, as well as monitoring all absences. You will have the opportunity to greatly influence the service provided to our patients. Candidates must be interested in ensuring patient satisfaction, have good organisational skills, a sensitive manner when dealing with patients and staff members and work to a high level of accuracy. A conscientious, flexible approach is essential along with the ability to work effectively within a team. The successful candidate will be based at University Hospital North Durham but will manage a number of staff based at three other sites. Successful candidate will need to travel to those sites and maybe asked to work at other sites within the trust if necessary. About us If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary, If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post. Full Job Descriptions can be found in the adverts supporting documents Date posted 25 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number C9439-2425-1440 Job locations University Hospital Of North Durham North Road Durham DH1 5TW Job description Job responsibilities You will ensure that receptionists deal with all customers promptly and courteously, to ensure a high standard of Customer Care. You will monitor and report the quality standard of data collection by receptionists and access to health staff in accordance with department Policies and Procedures. This includes ensuring 18-week pathway outcome codes are recorded accurately by reception staff Responsible for the timely and accurate clinic management of outpatient appointments, waiting list and admission/discharges on the Patient Administration System, implement time surveys on the waiting times of clinics as required and have a basic knowledge of medical terminology to allow further appointments to be arranged. Monitor the Trust strict timescale of processing subject access requests in line with the Data Protection Act Deal with complaints and escalate if necessary. Interview potential Overseas Visitors and complete all necessary paperwork to ensure Overseas Charging Regulations are implemented in line with the Department of Health guidelines. You will analyse and resolve staff performance problems within your own responsibility, referring to Reception Co-ordinator as necessary. You will report all sickness absences to the Reception Co-ordinator/Reception Manager on a monthly basis and carry out return to work interviews, adhering to the Trusts Management of Absence policy. You will co-ordinate and record all annual leave for your staff and arrange cover to ensure service provision. You will assist Outpatient Reception Co-ordinator to continually seek to improve the service provided, including the development of Policies and Procedures and ensure all staff are informed. Collate Friends and Family questionnaires and send to external stakeholder and report figures to Patient Experience Team. Participate in interview panels and selection of candidates for vacancies within the department. To carry out appraisals to ensure Trust/Department objectives are followed and support development of PDP for staff. Ensure that the Waiting List Policy and clinic rules are adhered to in respect of appointment booking and amendments. To deal with distressed, abusive and /or complaining customers face to face and via the telephone and resolve in appropriate timescales. Ensure all time sheets and flexible working is correct and forwarded to the Reception Co-ordinator, in accordance with Trust and Patient Access policies. Ensure patient satisfaction and confidentiality is maintained throughout. Ensure Health & Safety files are maintained and training is up to date. To cover all duties if required performed by Band 2 Receptionist to cover any absences and ensure the smooth running of all areas. Job description Job responsibilities You will ensure that receptionists deal with all customers promptly and courteously, to ensure a high standard of Customer Care. You will monitor and report the quality standard of data collection by receptionists and access to health staff in accordance with department Policies and Procedures. This includes ensuring 18-week pathway outcome codes are recorded accurately by reception staff Responsible for the timely and accurate clinic management of outpatient appointments, waiting list and admission/discharges on the Patient Administration System, implement time surveys on the waiting times of clinics as required and have a basic knowledge of medical terminology to allow further appointments to be arranged. Monitor the Trust strict timescale of processing subject access requests in line with the Data Protection Act Deal with complaints and escalate if necessary. Interview potential Overseas Visitors and complete all necessary paperwork to ensure Overseas Charging Regulations are implemented in line with the Department of Health guidelines. You will analyse and resolve staff performance problems within your own responsibility, referring to Reception Co-ordinator as necessary. You will report all sickness absences to the Reception Co-ordinator/Reception Manager on a monthly basis and carry out return to work interviews, adhering to the Trusts Management of Absence policy. You will co-ordinate and record all annual leave for your staff and arrange cover to ensure service provision. You will assist Outpatient Reception Co-ordinator to continually seek to improve the service provided, including the development of Policies and Procedures and ensure all staff are informed. Collate Friends and Family questionnaires and send to external stakeholder and report figures to Patient Experience Team. Participate in interview panels and selection of candidates for vacancies within the department. To carry out appraisals to ensure Trust/Department objectives are followed and support development of PDP for staff. Ensure that the Waiting List Policy and clinic rules are adhered to in respect of appointment booking and amendments. To deal with distressed, abusive and /or complaining customers face to face and via the telephone and resolve in appropriate timescales. Ensure all time sheets and flexible working is correct and forwarded to the Reception Co-ordinator, in accordance with Trust and Patient Access policies. Ensure patient satisfaction and confidentiality is maintained throughout. Ensure Health & Safety files are maintained and training is up to date. To cover all duties if required performed by Band 2 Receptionist to cover any absences and ensure the smooth running of all areas. Person Specification Qualifications Essential Educated to A Level standard or NVQ Level 3 in Business Administration or Customer Care or equivalent experience Experience Essential NHS Supervisory experience Working in a busy office environment NHS Health Records experience Desirable NHS Reception Experience Special Skills & Knowledge Essential Knowledge of PAS and 18 week referral to treatment processes and procedures, especially within the reception arena In depth knowledge of the Data Protection Act and Access to Medical Records Act Experience and knowledge of the implementation of the Overseas Visitors Charging Regulations. Organisational skills Microsoft Office Skills Ability to work under pressure Ability to prioritise Able to lead a team and set high standards NHS Supervisory experience Working in a busy office environment NHS Health Records experience Desirable Experience of overseas visitors processes and charging fees Experience of working within the NHS Experience of NHS Patient Administration systems Special Requirements Essential Good interpersonal skills Approachable and friendly Attention to detail Ability to maintain strict confidentiality Willing to undertake any training required for the post Ability to travel across sites Person Specification Qualifications Essential Educated to A Level standard or NVQ Level 3 in Business Administration or Customer Care or equivalent experience Experience Essential NHS Supervisory experience Working in a busy office environment NHS Health Records experience Desirable NHS Reception Experience Special Skills & Knowledge Essential Knowledge of PAS and 18 week referral to treatment processes and procedures, especially within the reception arena In depth knowledge of the Data Protection Act and Access to Medical Records Act Experience and knowledge of the implementation of the Overseas Visitors Charging Regulations. Organisational skills Microsoft Office Skills Ability to work under pressure Ability to prioritise Able to lead a team and set high standards NHS Supervisory experience Working in a busy office environment NHS Health Records experience Desirable Experience of overseas visitors processes and charging fees Experience of working within the NHS Experience of NHS Patient Administration systems Special Requirements Essential Good interpersonal skills Approachable and friendly Attention to detail Ability to maintain strict confidentiality Willing to undertake any training required for the post Ability to travel across sites Employer details Employer name County Durham & Darlington NHS Foundation Trust Address University Hospital Of North Durham North Road Durham DH1 5TW Employer's website https://www.cddft.nhs.uk/ (Opens in a new tab)