Job summary Expected Shortlisting Date: 05/03/2025 Planned Interview Date: 17/03/2025 An opportunity has arisen for an enthusiastic and motivated individual to work at the Leeds Teaching Hospital as an Outpatient Supervisor for the Haematology Team supporting the patient administration team. We are looking for an ambitious individual to fill this post and who will play a key role in managing the patient administration teams and the patient pathway. Applicants must be flexible in their approach and have previous experience of service delivery against key performance targets. In return we offer a friendly, supportive, and dedicated working environment. If you think you have the necessary skills and experience, we would like to hear from you. You will be providing a professional front line service interfacing with the NHS. Knowledge of patient administration procedures and protocols is essential. In addition, experience of National Access targets including waiting list management is desirable. Main duties of the job Primarily the role will be to support the PSC and ASPC in all aspects of patient administration including data quality, staff management and our ability to deliver a streamlined patient pathway and quality patient experience. You will be expected to communicate sensitively and effectively with members of the public as well as all levels of staff within the Haematology (Oncology CSU) including all clinical staff. The role of outpatient supervisor entails a variety of daily tasks to deliver and implement changes within their designated team. You will be responsible for a small team of 6 clerical officers and some clinical preparation duties of your own. This is a very busy area, and you will be expected to prioritise your own workload while managing the clerical team. The ability to work on your own initiative but at the same time as an integral part of a team is essential. About us You will be working with a small team of clerical Officers based in Bexley wing. Our values are part of what make us different from other trusts, so we see this as strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are: Patient-centred, Collaborative, Fair, Accountable, and Empowered We offer support through a structured period of induction, and opportunities for professional development in a supportive environment. 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 10 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-ONC-0470 Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities 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 Haematology Outpatient department. 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. 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. Along with the Assistant PSC 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. 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. Job description Job responsibilities 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 Haematology Outpatient department. 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. 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. Along with the Assistant PSC 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. 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. Person Specification Other Criteria Essential Basic computer literacy and willingness to further computer skills. Standard Keyboard Skills 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. 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 he An ability to exercise judgement when dealing with patient enquiries to evaluate the situation and resolve problems. 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. To be adaptable and flexible. Skills & behaviours Essential Diplomatic, self-motivated and enthusiastic with a professional attitude. Communicate sensitively and effectively. Demonstrate the ability to work within local guidelines for The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude. 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. 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. Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals. Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety. Qualifications Essential GCSE (or equivalent) English Language and Mathematics grade C or above. Good Basic Standard of Education demonstrating excellent communication skills and numeracy. A willingness to undergo training to carry out the job. Desirable Minimum of 3 GCSE, NVQ or the equivalent qualifications. Demonstrate previous experience of training to carry out a job. Demonstrate previous experience of training others. Experience Essential Experience at supervisory/senior level in a health care environment. 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. Application of data protection and copyright laws and their effects on the service. Appreciation of the aims and application of standards of care e.g. Patient Advice and Liaison Service (PALS) 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. An ability to provide non-clinical advice and information to colleagues, patients and their families. Appreciation of clinical/operational areas that the service area interacts with. 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. An understanding of the relationship and impact on the service of a range of IT applications e.g. PAS and CRIS. Interpretation and analysis of reports, databases and spread sheet information. Well-developed knowledge and experience of using a variety of IT applications in a Windows based environment. Working in a customer focussed environment. The post-holder to possess a good standard of written and spoken English. A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration. Desirable Awareness of the NHS Plan and Modernisation Plans. Experience Working with Patients in an administrative environment. Person Specification Other Criteria Essential Basic computer literacy and willingness to further computer skills. Standard Keyboard Skills 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. 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 he An ability to exercise judgement when dealing with patient enquiries to evaluate the situation and resolve problems. 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. To be adaptable and flexible. Skills & behaviours Essential Diplomatic, self-motivated and enthusiastic with a professional attitude. Communicate sensitively and effectively. Demonstrate the ability to work within local guidelines for The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude. 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. 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. Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals. Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety. Qualifications Essential GCSE (or equivalent) English Language and Mathematics grade C or above. Good Basic Standard of Education demonstrating excellent communication skills and numeracy. A willingness to undergo training to carry out the job. Desirable Minimum of 3 GCSE, NVQ or the equivalent qualifications. Demonstrate previous experience of training to carry out a job. Demonstrate previous experience of training others. Experience Essential Experience at supervisory/senior level in a health care environment. 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. Application of data protection and copyright laws and their effects on the service. Appreciation of the aims and application of standards of care e.g. Patient Advice and Liaison Service (PALS) 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. An ability to provide non-clinical advice and information to colleagues, patients and their families. Appreciation of clinical/operational areas that the service area interacts with. 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. An understanding of the relationship and impact on the service of a range of IT applications e.g. PAS and CRIS. Interpretation and analysis of reports, databases and spread sheet information. Well-developed knowledge and experience of using a variety of IT applications in a Windows based environment. Working in a customer focussed environment. The post-holder to possess a good standard of written and spoken English. A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration. Desirable Awareness of the NHS Plan and Modernisation Plans. Experience Working with Patients in an administrative environment. 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)