Outpatients Supervisor support

NHS Jobs; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust is seeking an Outpatients Administration Supervisor to oversee staff, ensuring courteous, professional and efficient patient interactions, and to support timely outpatient services.

You will manage data input/output in PAS and e-Referrals, monitor KPIs, and participate in service metric meetings. The role involves handling patient queries, confidentiality, and escalation per RTT pathway.

Qualifications

• Supervises staff to ensure courteous, professional and efficient patient interactions.
• Handles difficult patient queries and complaints with escalation as needed.

Responsibilities

• Input and extract patient information via PAS and e-Referrals systems.
• Maintain and analyse reports and KPIs to improve team performance.
• Record messages clearly and deliver promptly while maintaining patient confidentiality.
• Escalate capacity issues to Outpatients admin team and to service managers per RTT pathway.

Job description

To supervise staff ensuring all interactions are in a courteous, professional and efficient manner. Rota Management To deal with difficult patient queries and complaints escalating to the Outpatient Assistant Service Managers as necessary. Receive internal and external telephone queries with regard to all outpatient matters and referring to appropriate departments as necessary. Responsible for inputting and extracting patient information via the Trust (PAS) systems and the e-Referrals system. Responsible for maintaining and analysing reports and KPIs to improve the team performance. Ensure all patient details are correctly and accurately entered on to the Trust (PAS) systems, and amend where necessary. To deal with all queries from patients and staff in a polite, professional and courteous manner. To record any messages clearly and accurately and deliver them promptly. To act in such a manner as to maintain and protect patient confidentiality at all times. To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints. To attend service Metric meetings to escalate any capacity issues raised by the Outpatients admin team if there are issues when the teams are booking outpatient appointments. Escalation will be to the relevant service manager in line with the 18-week RTT pathway and Access Policy. To photocopy or scan documents for the department as required. To participate in staff reviews and performance monitoring to achieve set targets. To participate in the orientation and training of new and temporary staff as required. To support the Outpatients Team Leaders with sickness management, mandatory training and recruitment. To support the Outpatients management teams as required in any other reasonable requests

Chelsea and Westminster Hospital NHS Foundation Trust