Job summary
Our Patient Access and Reception Supervisor will work as part of a professional multi-skilled team in the patient access centre/reception team.
Duties will include the effective and efficient supervision of a specific administration team within the patient administration service. They will be required to follow strict adherence and compliance to all Trust policies and procedures, and ensure patients are treated with courtesy, dignity and respect.
Main duties of the job
1. You will be expected to manage the gynaecology booking team and outpatient reception.
2. Your role will not include budgetary responsibilities.
3. Book all the gynaecology outpatient appointments for the acute and community settings within the Torbay and South Devon Healthcare Foundation Trust.
4. Responsible for allocating the workload within the team and dealing with any leave required.
5. Planning achievement reviews yearly and one-to-ones where appropriate.
6. Dealing with clinic management and rotas so that all current clinics are confirmed and are open/closed as needed.
About us
The patient access centre for gynaecology is based in Women's Health Unit on Level 5. We book all the gynaecology outpatient appointments for the acute and community settings within the Torbay and South Devon Healthcare Foundation Trust.
The team consists of a supervisor and 4 booking clerks/receptionists.
Why Work With Us
Date posted: 10 April 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: 388-6767916-A&C
Job responsibilities
* To ensure that patient access/reception clerks have a clear understanding of all administration policies and procedures, ensuring compliance with the Patient Access Policy in their area of responsibility.
* To ensure the monitoring and compliance of all relevant Trust policies and procedures.
* To attend meetings when required and action any required changes.
* To ensure data quality issues are addressed and understood.
* To participate in the recruitment and selection process.
* To ensure that staff understand the incident reporting procedure.
* To monitor the Key Performance Indicators and escalate issues to the Admin Team Leader/Practice Manager.
* Act upon agreed 6-week clinical rotas.
* To ensure all calls are dealt with in an effective and efficient manner.
* If referrals are not managed electronically, to ensure that referrals are entered onto the Patient Information Management System (PAS) within 2 working days, informing Co-ordinators of any discrepancies that may affect the achievement of targets.
* To ensure staff are aware of current waiting list times.
* To monitor waiting list and PTL information, initiating appropriate action to address problem areas to ensure that patients do not breach the Referral To Treatment (RTT) targets.
* Ensuring clinics are fully booked.
* To ensure that new and follow-up patients are partially booked in accordance with specific clinical booking rules, Trust policies and that patients are given sufficient notification of appointments.
* To liaise with Admin Team leader or Practice Manager where clinic capacity is insufficient to meet national booking targets.
* To ensure that all new staff undergo a local induction process.
* To ensure that all communication with patients and staff is clear and concise and that any complaints are dealt with as soon as possible.
Person Specification
Essential
* Good standard of education to include GCSE in Maths and English or equivalent.
* Customer care experience of providing a customer focused service.
* Proven secretarial and administrative experience.
* Proven experience of Excel spreadsheets.
* Knowledge of administrative procedures and systems, some of which are non-routine, such as answering queries, progress chasing, task-related problem solving.
* Ability to work as part of a team.
* Flexible/adaptable to change in working arrangements to meet demands of the service.
* To be proficient in the use of Internet/Intranet and email.
* Supervisor experience.
Desirable
* NVQ level 3 in administration or relevant experience.
* Experience in working within multi-skilled teams.
* Knowledge and experience of our trust patient administrative and information systems.
* Knowledge and experience of a range of computer software packages e.g. e-Referral, Infoflex, CRIS, Cyberlab, Symphony, PAS etc.
* NHS experience.
* Understanding of hospital policies and procedures including the Trust Access 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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name: Torbay and South Devon NHS Foundation Trust
Address: Women's Health Unit Level 5, Torbay Hospital lowes bridge, Torquay, TQ2 7AA
Employer's website: Torbay and South Devon NHS Foundation Trust
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