Outpatients Supervisor support

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Main area Outpatients Grade Band 4 Contract 12 months (12 month fixed term) Hours Full time - 37.5 hours per week (Monday - Friday 8am-6pm) Job ref 197-KH8953

Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the IC CS in Bexley, Greenwich and Lewisham.

Job overview

We are seeking highly motivated individual to join our friendly Outpatient Management team to deliver first-class customer service to patients,support the Outpatients departments, across Lewisham Hospital, Queen Elizabeth Hospital and Bexleyheath and Greenwich Community sites.

The post holder will support the supervision of Outpatient rotational teams providing a first class one-stop shop appointments service for elective care to: GPs, health care professionals, patients and their representatives.

The post holder provide an excellent customer and administration service, delivering smooth, safe and high quality care to enable the trust to achieve key targets.

Main duties of the job

The post holder will work within an Outpatients environment supporting staff to provide an effective and efficient range of telephone, face to face and email services. Ensuring all patient and service queries are answered and dealt with in a prompt, polite and efficient manner, assisting staff with any complex administration tasks and support with difficult patient queries or complaints. The post holder will be responsible for overseeing staff performance and identifying any training needs within the department.

As such the post holder will be part of a team that incorporates booking outpatient appointments and dealing with patient queries relating to outpatient appointments and future appointments on the hospital (PAS) and the e-Referrals systems across Lewisham and Greenwich Trust including both acute and Community sites

The postholder will be expected to manage their own day to day responsibilities whilst overseeing the teams’ workloads, escalating significant problems to the Outpatient Team Leaders.

Working for our organisation

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

• Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
• Widening access (anchor institution) and employability
• Improving the experience of staff with disability
• Improving the EDI literacy and confidence of trust staff through training and development
• Making equalities mainstream

Detailed job description and main responsibilities

• 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 KPI’s 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 ... 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

Education & Professional Qualifications

• Good basic educational background
• GCSE English and Maths or equivalent
• NVQ Level 4 in Administration or customer service
• ECDL
• IT Qualifications

Experience

• Robust Customer Service in a range of settings experience
• Experience of supervising small teams
• Computer literacy and keyboard skills
• Willingness to develop computer skills
• Working to deadlines and targets
• NHS Experience
• Knowledge of PAS
• Experience of MS word and Excel Spreadsheets
• Call Centre or Switchboard experience

Skills & Abilities

• Good verbal and written communication skills
• Ability to prioritise and manage multiple tasks
• Able to work independently and as a team member
• Ability to deal with sensitive issues appropriately
• Flexible approach to working hours
• Respect for confidentiality
• Ability to plan and co-ordinate work
• Evidence of interacting with a wide range of people

We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.

As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.

Please note: Information provided during recruitment and pre‑employment checks must be accurate. Misrepresentation may be investigated as fraud and could lead to withdrawal from the process, professional sanctions, or criminal action.

Please note: that sponsorship under the Skilled Worker route is subject to Trust allocation and UK Visas and Immigration (UKVI) approval.

Use of AI in recruitment: We may use artificial intelligence (AI) tools to support the initial review of applications against the essential criteria for this role. Where AI is used, it will support rather than replace human decision-making, and applications will remain subject to appropriate human review.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.