Job summary Expected Shortlisting Date: 05/02/2025 Planned Interview Date: 14/02/2025 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 15 January 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-0461 Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities JOB PURPOSE The Post-holder will be responsible for supervising on a day to day basis a large team of clerical staff responsible for the preparation and reception of outpatient clinics held in the Oncology Outpatient Department. The post holder must be able to communicate sensitively and effectively with a wide range of people including patients, medical and nursing staff, other patient administration colleagues and other outside agencies in addition to other departments throughout the Trust. The post holder will assist in the organisation of the Departmental teams workload and provide a comprehensive clerical service to ensure the delivery of a coordinated and consistent operational management service.. JOB DIMENSIONS 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 Outpatient Co-ordinator ensure clerical staff receive 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.. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Knowledge 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. 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. 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). An understanding of the relationship and impact on the service of a range of IT applications e.g. PAS. 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 health professionals, within the Trust and externally. 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. Must be tactful and diplomatic. Knowledge and experience of using a Patient Administration system. The ability to affectively facilitate a team of clerical staff to deliver against deadlines. Experience 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 spreadsheet information. Well developed knowledge and experience of using a variety of IT applications in a Windows based environment. Working in a customer focussed environment. Qualifications GCSE (or equivalent) English Language and Mathematics grade C or above.. THE LEEDS WAY VALUES Our values are part of what make us different from other trusts, so we see this as a 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 Empowered All our actions and endeavours will be guided and evaluated through these values Additionally the following are core values which relate specifically to this post: 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. 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.. CORE BEHAVIOURS AND SKILLS Essential core behaviours and skills include: 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. Responsible for appropriate use of equipment within the working environment. A willingness to undergo all training requirements necessary for the post. CORE KNOWLEDGE AND UNDERSTANDING Essential core knowledge and understanding to include: The post-holder to possess a good standard of written and spoken English. Basic computer literacy and willingness to further computer skills. A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration.. 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 outpatient clinics and 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. When in contact with medical records, be responsible for ensuring any investigations/loose records/correspondence is securely filled in the casenote folder. Job description Job responsibilities JOB PURPOSE The Post-holder will be responsible for supervising on a day to day basis a large team of clerical staff responsible for the preparation and reception of outpatient clinics held in the Oncology Outpatient Department. The post holder must be able to communicate sensitively and effectively with a wide range of people including patients, medical and nursing staff, other patient administration colleagues and other outside agencies in addition to other departments throughout the Trust. The post holder will assist in the organisation of the Departmental teams workload and provide a comprehensive clerical service to ensure the delivery of a coordinated and consistent operational management service.. JOB DIMENSIONS 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 Outpatient Co-ordinator ensure clerical staff receive 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.. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Knowledge 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. 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. 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). An understanding of the relationship and impact on the service of a range of IT applications e.g. PAS. 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 health professionals, within the Trust and externally. 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. Must be tactful and diplomatic. Knowledge and experience of using a Patient Administration system. The ability to affectively facilitate a team of clerical staff to deliver against deadlines. Experience 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 spreadsheet information. Well developed knowledge and experience of using a variety of IT applications in a Windows based environment. Working in a customer focussed environment. Qualifications GCSE (or equivalent) English Language and Mathematics grade C or above.. THE LEEDS WAY VALUES Our values are part of what make us different from other trusts, so we see this as a 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 Empowered All our actions and endeavours will be guided and evaluated through these values Additionally the following are core values which relate specifically to this post: 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. 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.. CORE BEHAVIOURS AND SKILLS Essential core behaviours and skills include: 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. Responsible for appropriate use of equipment within the working environment. A willingness to undergo all training requirements necessary for the post. CORE KNOWLEDGE AND UNDERSTANDING Essential core knowledge and understanding to include: The post-holder to possess a good standard of written and spoken English. Basic computer literacy and willingness to further computer skills. A willingness to understand all policies and procedures governing the Trusts approach and delivery to Patient Administration.. 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 outpatient clinics and 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. When in contact with medical records, be responsible for ensuring any investigations/loose records/correspondence is securely filled in the casenote folder. Person Specification Experience Essential Awareness of the NHS Plan and Modernisation Plans. Desirable Understanding of the Outpatient Management Policy and other policies in use at the Trust. Qualifications Essential Good Basic Standard of Education demonstrating excellent communication skills and numeracy Desirable Minimum of 5 GCSE, NVQ or the equivalent qualifications. Other Criteria Essential Basic computer literacy and willingness to further computer skills. Standard Keyboard Skills Ability to use the Trusts Patient Administration system. A willingness to undergo training to carry out the job. Demonstrate previous experience of training to carry out a job. Demonstrate previous experience of training others. Skills & behaviours Essential Fair, honest and consistent in their approach. Diplomatic, self-motivated and enthusiastic with a professional attitude. Communicate sensitively and effectively. A good team player, with the ability to work flexibly in a diverse and demanding environment Demonstrate the ability to work within local guidelines for Person Specification Experience Essential Awareness of the NHS Plan and Modernisation Plans. Desirable Understanding of the Outpatient Management Policy and other policies in use at the Trust. Qualifications Essential Good Basic Standard of Education demonstrating excellent communication skills and numeracy Desirable Minimum of 5 GCSE, NVQ or the equivalent qualifications. Other Criteria Essential Basic computer literacy and willingness to further computer skills. Standard Keyboard Skills Ability to use the Trusts Patient Administration system. A willingness to undergo training to carry out the job. Demonstrate previous experience of training to carry out a job. Demonstrate previous experience of training others. Skills & behaviours Essential Fair, honest and consistent in their approach. Diplomatic, self-motivated and enthusiastic with a professional attitude. Communicate sensitively and effectively. A good team player, with the ability to work flexibly in a diverse and demanding environment Demonstrate the ability to work within local guidelines for 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)