Outpatient Supervisor - #459768

Sheffield Teaching Hospitals NHS Foundation Trust


Date: Jun 23, 2022
City: Sheffield
Salary: £22,549 - £24,882 / year
Contract type: Full time
Work schedule: Full day
Sheffield Teaching Hospitals NHS Foundation Trust
This is a newly created position within the Directorate of Respiratory Medicine. The post holder will provide effective leadership of the administrative staff within the Brearley Outpatient Department (BOPD) and Pulmonary Function Unit (PFU), which consists of approximately 12 Clerical Officers. Both BOPD and PFU have engaged clinical teams that provide patient-focused specialist diagnostic services and medical care to a diverse population.



The resultant work is interesting and varied and provides the chance to become part of a large multidisciplinary team that includes Consultant Respiratory Physicians, Junior Doctors, Physician Associates, Nurses, Physiologists, Technicians, Secretaries, Patient Pathway Coordinators, Cancer and MDT Coordinators, Clerical Officers, and Operational Managers.



There will be substantial support from an experienced management team; this will include a thorough training and induction programme to provide the post holder with the necessary skills to become an effective team leader. This post is the perfect opportunity for an ambitious individual to build the foundations for a career in healthcare management and drive forward change.



Applicants are strongly encouraged to contact Joe Gilpin, Operational Manager - Respiratory Medicine (details below).



  • The post holder will oversee the preparation of all outpatient clinics by the clerical team in the Brearley Outpatient Department, ensuring each clinic is full, the notes of each patient are present, each set of notes is prepared to the appropriate standard, and all notes where possible are ready 48 hours before clinic, in line with local standard operating procedure. The post holder will be responsible for obtaining feedback on the quality of clinic preparation and presenting the results at the weekly activity meeting.

  • The post holder will be accountable for ensuring the clerical office area is always clean and tidy, the staff are professionally presented and actively encourage patients to utilise the e-check in process, to manage patient flow in and out of the clinic without excessive numbers in waiting areas. The post holder will ensure confidentiality is always maintained.

  • The supervisor will be responsible for ensuring each Clerical Officer is accountable for the accurate reconciliation of each clinic including the arranging of future appointments for patients before they leave the clinic. Through the use of sign off sheets, the quality of each member of staffs’ work will be audited on a regular basis to inform feedback and learning.

  • The post holder will ensure that the quality of relevant data recorded in the Electronic Patient Record (EPR) is of the highest quality.

  • This post will also provide support to the Lung Cancer MDT.

You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.



The Respiratory Medicine Directorate is part of the Medicine and Pharmacy Services Care Group at Sheffield Teaching Hospitals NHS Foundation Trust and provides specialist services for both inpatient and outpatient care at NGH.



The team is made up of dedicated consultants, junior doctors, specialist nurses, respiratory physiologists and admin staff who work to manage a complex patient group. The service has been developed to meet the complex demands of respiratory patients and includes outpatient clinics.



Please view the attached Job Description and Person Specification documents for full details regarding this post.



MAIN DUTIES AND RESPONSIBILITIES



Staff Management



  • Conduct regular spot checks and audits of staff performance and compliance against standard operating procedures and agreed ways of working, addressing any issue of noncompliance immediately with individuals 1:1 and escalating to senior managers as required.

  • Working in partnership with the Outpatient Service Coordinator to establish and maintain a robust, consistent, and fair staffing rota that meets the needs of the Outpatient Department. Continuously review staffing levels to ensure adequate cover.

  • Ensure timesheets are submitted in a timely manner and verify they show a true reflection of hours worked.

  • Undertake daily team huddles, that encourage open dialogue and two-way communication, to agree a daily plan for allocation of duties based on current pressures, priorities, and resources and to re-evaluate progress throughout the day, escalating to the Outpatient Service Coordinator where risks or issues are identified.

Outpatient Coordination



  • Work closely with clinicians and the Directorate management team to proactively manage patients within the service. This will mean tracking and micro-managing specific patients but also taking a wider view of the service.

  • Oversee and manage the utilisation of the Directorate of Respiratory Medicine clinic activity (delegating administrative tasks where appropriate).

  • Oversee and monitor the Directorate of Respiratory Medicine eRS (electronic referral service) worklists.

  • In conjunction with Directorate management team, ensure that plans are developed and implemented to address overdue follow-up reviews.

Clinic Preparation



  • Coordinate room bookings, nursing arrangements and liaison with schedulers, medical records and clinical colleagues to facilitate outpatient activity.

  • Enforce a standard operating procedure for the collation and preparation of notes for each clinic. This should include a clear process for the scanning in and out of notes and the insertion of relevant documentation for each clinic.

  • Ensure each prepared clinic is accompanied by a clinic quality assurance sheet completed by the clerk preparing the clinic to confirm that each set of notes has been prepared to the required standard, in line with local standard operating procedures.

  • Ensure each prepared clinic being sent to the consulting room is accompanied by a clinician feedback sheet, seeking their feedback on the quality of the booking and notes preparation of their clinic.

Clinic Reception



  • Conduct a daily inspection of the clinic reception and waiting areas, including administrative and clerical staff equipment, to ensure they are maintained to a high standard. Escalate any minor work changes or office, IT or other equipment needs to the Outpatient Service Coordinator or Operational Manager, as appropriate, for approval.

  • Develop and enforce a standard operating procedure for booking patients into clinic to include the mandatory checking of demographics, whilst maintaining confidentiality and accurate insertion of appropriate information into the field in the EPR.

  • Ensure all patient arrivals are recorded in the EPR. system and act as the lead contact for staff needing advice or support to deal with transport and language interpretation issues for patients attending the outpatient services.

  • Act as the lead contact for staff needing advice or support to deal with patients who wish to make a complaint and escalate as appropriate to senior management.

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