ORC Supervisor

As an Outpatients Admin and Reception Supervisor you will be a key point of contact for team members to look to for guidance and support when dealing with patient queries.

You will be expected to manage the onboarding and upskilling of new and existing staff, as well as reviewing team performance and acting as Team Leader when required, working within the Trust's policies, procedures, and Trust values.

Main duties of the job

Supervise the admin and reception Team and oversee the prioritisation of tasks

?Liaise with all levels of Trust staff, patients, carers, visitors, external contractors and emergency services

?To deal with confrontation and where possible diffuse aggressive / volatile situations involving patients, visitors, or staff in the reception area

?Make sure all reception and outpatient areas applicable are organised and tidy

?Good knowledge of Trust systems and Contact Centre Systems including: Electronic Patient Record (EPR), Electronic Referral System (ERS), Electronic Medical Record (EMR) and Patient Administration System (PAS)

?Maintain an overview of appointment availability for outpatient clinics and stay up to date with any additional or cancelled sessions

?Monitor any cancellations and amendments in line with the Trust Waiting List Policy

?Deputise for the Team Leader and attend meetings as requested

?Ensure all team members have up to date training and are confident in their role

?Ensure all new members of staff receive appropriate induction, training and support

?Maintain standards for staff performance and drive the team to meet core KPIs

?Participate in quality improvement project work and help supervise the implementation of new systems

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.