Senior Supervisor

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We are looking for a Senior Team Leader to join our expanding Appointments Centre team at Barts Health NHS Trust Whipps Cross Hospital. You will be the first point of contact for our patients and you will represent the Trust with your caring, supportive approach, providing a positive start to the patient pathway. You will work as part of a dedicated team and you will be responsible for the day to day running of a busy and challenging department, managing a large team of appointment coordinators and team supervisors.

You must possess an excellent customer service and communication skills with the ability to work under pressure are essential as well as an enthusiastic, professional and courteous approach when conversing with patients, staff and colleagues.

Previous experience with a proven track record supervising a large team of staff is required. You must have extensive people management skills’ and be able to coach and motivate people and be a role model for the team in behaviour and attitude to patients, work colleagues and work. You will have a strong team working attitude and will work closely with senior managers and your peers. You must be self-motivated, able to use your own initiative and be used to achieving and sustaining deadlines in order to meet the very demanding requirements of this role.

Main duties of the job

To work closely with the Appointments Manager to supervise the Trust Central appointments team to ensure an efficient and courteous service is provided for all patients and NHS staff contacting Central Appointments.

To provide direct line management of the Band 4 Supervisors and their designated groups of staff. Senior Supervisors will take direct reports from the Supervisors and have overall responsibility for the day to day performance of the entire department.

To liaise with the Trust Appointments Manager, clinical divisions and their
Management teams, GP surgeries and external health organisations on a regular basis. To ensure that all bookings are made within the agreed clinic rules and that Trust / National waiting times are adhered to, and to bring to the attention of the Trust Appointments Manager and Outpatient Service Manager when there are deviations from Trust protocols and policies

Working for our organisation

Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.

The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.

Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.

We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.

Person specification

Qualifications

• A Level or equivalent in English and Maths
• Management Degree or equivalent experience
• A working knowledge of Outpatient Access and other relevant national targets

Experience

• Minimum of 3 years’ experience in a customer focused or service area
• Ability to demonstrate knowledge of staff management
• 2 years CRS experience or experience working with an electronic appointment or scheduling system
• Minimum 3 years line management experience in an NHS environment

Knowledge

• Ability to input and retrieve information on a computerised system
• Understanding of patient confidentiality

Skills

• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Ability to manage people and lead teams
• Ability to input, retrieve and analyse information
• Ability to work on own initiative and be self-motivated
• Ability to prioritise own work and that of others
• Proficiency in Microsoft Office products and hospital information systems

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