Centralised Outpatient Services at North Bristol NHS Trust support the clinical divisions and specialties to administer their outpatient services. The service comprises our patient-facing Reception Team, our telephone and email-based Patient Contact Centre and our administrative Booking and Referrals Teams.
Applicants applying for the post of Outpatients Support Manager will need to have extensive experience of outpatient services, workforce and performance, with excellent communication and computer skills. A strong understanding of the Patient Access Policy, Information Governance and Data Protection and performance targets such as RTT is essential. This is a highly rewarding role and the successful applicant will be required to have drive and ambition, and be expected to undertake further personal development.
Main Duties of the Job
All roles within Centralised Outpatient Services are required to become experts on the hospital Information Technology Patient Administrative System (PAS) and other hospital systems. You will also be required to have working knowledge of Excel spreadsheets and will be required to carry out validation and reporting. You will become part of a strong, accomplished, supportive leadership team. This is a high-volume service and you will be required to show a high degree of initiative in your role, which will involve speaking with patients and working with data. This is not a training or apprenticeship post and candidates who do not meet the necessary criteria will not be shortlisted.
Management
- To work as a key member of the management team to ensure the delivery of high-quality services.
- To provide support and direction to colleagues with challenging or complex outpatient queries.
- To provide advice to colleagues in the application of the BNSSG Access Policy and RTT rules and guidelines.
- To participate in service improvement, development and redesign.
- To contribute to the production/update of departmental Service Level Agreements.
- To ensure teams are following standardised processes and procedures for the delivery of outpatient administrative services, addressing or escalating non-compliance.
- To ensure patients are being offered parity of care e.g., waiting lists and appointments being managed in line with clinical urgency and chronological order.
Information
- To be a local expert in the use of the hospital IM&T Patient Administrative System (PAS) – currently CareFlow – and the Electronic Referral Service (ERS).
- To gather data/information, in different formats from different sources.
- To produce and maintain regular and ad-hoc outpatient reporting.
- To update clinic changes reporting to indicate whether booked/outcomed by Centralised Outpatient Services teams or local specialty teams.
- To administratively review and validate complex patient pathways, ensuring they are being progressed properly.
Departmental
- To build and maintain effective relationships with NBT stakeholders, including colleagues in the clinical specialties and divisions.
- To use inter-personal, negotiating and influencing skills.
- To represent Centralised Outpatient Services at Trust meetings, feeding back to colleagues as necessary.
- To send professional and credible communications to teams and stakeholders.
- To deal with personal patient information in a sensitive way, and ensure confidentiality is maintained and not shared with others.
- To assist with investigation of complaints.
- To adhere to local and Trust policies, procedures and guidelines.
- To adhere to Quick Reference Guides (QRG), Standard Operating Procedures (SOP).
- To undertake annual mandatory training relevant to job role.
- To participate in training or learning for own personal development.
- To participate in annual appraisal review with line manager.
- To maintain a safe environment, raising safety or wellbeing concerns promptly.
- To work as part of the management team, cross-covering as required.
Person Specification
Education/Training/Qualifications – Essential Criteria
- Educated to a minimum GCSE level, preferably A-level or degree level or equivalent experience.
- GCSE in English and Maths (level A-C) or very good level of written and spoken English and operational maths.
- Evidence of continuing professional development.
- Solid understanding of the BNSSG Access Policy and RTT.
Work Experience – Essential Criteria
- Minimum 5 years in the NHS/outpatients and 2 years as a Team Leader/Supervisor in this environment.
- Able to implement and progress new processes and procedures, including managing change.
- Work under pressure to agreed objectives and tight deadlines.
- Able to problem-solve using initiative and creative solutions.
- Work independently, train and give functional direction to others, investigate queries using initiative, judgment and take action as required.
Personal Qualities/Special Circumstances – Essential Criteria
- Able to communicate effectively, with good interpersonal skills with multidisciplinary staff groups, including holding meetings.
- Able to deal with issues calmly, professionally and methodically, paying attention to the detail.
- Understanding of and adherence to patient confidentiality and data protection.
- Service oriented, passion for patients and outpatients.
Please note that stringent pre‑employment checks are undertaken on all successful applicants prior to commencement in post.
North Bristol NHS Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above, including people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
#J-18808-Ljbffr…