Pathway Supervisor - Outpatients
2 days ago
Stevenage
Here at East and North Hertfordshire Teaching NHS TrustOur mission is:Providing high-quality, compassionate care for our communitiesOur vision to 2030 is:To be trusted to provide consistently outstanding care and exemplary serviceOur values - We want our staff to believe in, demonstrate and live our values in everything we do. Our values are:IncludeWe value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.RespectWe create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.ImproveWe are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.Job overviewWe are recruiting for a Pathway Supervisor who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients. Are you looking for a dynamic and fast-paced role where you can make a meaningful impact? We are seeking motivated individuals to join our Outpatient Appointment Centre as an Outpatients Pathway Supervisor.This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.As an Outpatients Pathway Supervisor you will play a vital role in providing day-to-day supervision of an Outpatients Appointment Centre team, supporting the delivery of a high-quality, efficient, and patient focused appointment booking service. The post holder will assist with the operational management of booking processes and help ensure that clinic capacity is fully utilised in line with national waiting time targets and Trust policies.At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us. Main duties of the jobThe Pathway Supervisor will provide direct line management and supervision and support to the Outpatients Clerks and monitor team performance and escalate concerns to the Outpatients Appointment Centre Coordinators.Provision of an efficient administrative support service to all aspects of the Outpatients service.Provide leadership and support to administrative staff including rota management, delegation of tasks, and conflict resolution.In accordance with the Trust Access Policy oversee the appointment booking process to ensure accuracy and timeliness.Deal with any escalations in relation to bookings, cancellations, rescheduling of appointments, liaising with patients either by telephone or letter, as directed.Working for our organisationAt East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now. We run the following hospitals: - The Lister Hospital, Stevenage - New Queen Elizabeth II (New QEII), Welwyn Garden City - Hertford County, Hertford - Mount Vernon Cancer Centre (MVCC), Northwood We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda. We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen. Detailed job description and main responsibilitiesPlease see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role. Person specificationQualificationsEssential criteria- GCSEs or equivalent in English and Maths (grades A–C / 9–4)- Evidence of continued professional and personal developmentDesirable criteria- NVQ Level 3 in Business Administration, Customer Service or equivalent- ECDL or equivalent IT qualification- Leadership or management trainingPrevious ExperienceEssential criteria- Significant experience in an administrative or clerical role- Experience supervising or supporting a team- Experience dealing with patient or customer enquiries in a high pressure environment- Experience managing appointments or coordinating services- Experience working within an NHS or healthcare setting- Experience using hospital systems such as Lorenzo or ERSDesirable criteria- Involvement in service improvement or audit workSkills and KnowledgeEssential criteria- Excellent communication skills, both written and verbal- Ability to organise and prioritise own and others’ workload- Skilled in handling sensitive and confidential information- Strong IT skills, including Microsoft Office (particularly Excel and Outlook)- Understanding of patient pathways, confidentiality, and data protection- Problem-solving and conflict resolution skillsDesirable criteria- Knowledge of NHS access targets and RTT standards- Familiarity with outpatient appointment policies and booking procedures- Ability to analyse and interpret service data or reporting outputsPersonal AttributesEssential criteria- Professional and patient-focused approach- Flexible, reliable and adaptable- Confident and calm under pressure- Able to work both independently and as part of a team- Committed to providing high-quality service and continuous improvementDesirable criteria- Willingness to contribute ideas for service enhancements or innovationWhen you apply...Please note we do not offer visa sponsorship for roles unless clearly stated in our adverts. This means even if you have the right to work currently but will require a new sponsorship to work for our Trust your application will not be considered.Vacancies may close earlier than the advertised closing date where a high volume of applications are received. We therefore encourage you to submit your application as soon as possible to avoid missing out on the opportunity to join the Trust or develop your career with us.While we recognise that AI can support in drafting an application, you are encouraged to clearly demonstrate your personal skills, experience and behaviours that align with the role, and this is usually best done in your own words. We reserve the right to review all applications for the use of AI tools and where this is inconsistent with our values and standards of behaviour your application may be rejectedAll correspondence relating to vacancies will be via the e-mail address you have provided on your application form. Some servers automatically send e-mails to your junk mail so please check as well as your inbox.Secondments/Fixed termWhere a vacancy is advertised as a temporary position, the duration will be specified in the advert. If the vacancy becomes permanent towards the end of the specified duration, the successful applicant may not be required to re-apply and can be slotted into the role on a permanent basis if appropriate. If you are an internal applicant applying for a temporary working arrangement, please see the attached notes on secondments. Committed to our CommunityEast and North Hertfordshire Teaching NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We want to create a workforce which represents the communities we serve. We are on a journey to become a more inclusive organisation and we welcome applications from everyone regardless of their background. In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce .We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.We are proud to be a Disability Confident employer and achieved our status in 2019.We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing [email protected]We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.We are committed to being a carer-friendly environment, addressing the complex needs of families with caring responsibilities. In partnership with Carers in Hertfordshire, all our working carers have access to support from recruitment. We are also a member of Carers UK, providing resources to make balancing work and caring easier. Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.King's Trust SupportIf you’re aged between 16 and 30 years-old, you can get FREE employability support from The King’s Trust. The King’s Trust will help build your CV and cover letter, offer advice and top tips for future interviews and support you with research about working in the NHS. Please contact Enquiries.H&[email protected] for support.