Access Centre Supervisor

Detailed job description and main responsibilities

·        To manage the team, ensuring that all appropriate services are involved. This includes highlighting problems or delays with appointments and taking appropriate action where required.

·        Updating systems (eg. Meditech / K2) to meet the needs of service demands for example making changes to clinicians templates.

·        Ensure sufficient allocation of clerical staff within the team to maximise effectiveness, working in conjunction with the Community Administration Manager to ensure both areas are adequately staffed.

·        To monitor current activity and capacity and consider changes to future activity to ensure national standards will be achieved within appropriate timescales. To make a judgement on corrective action and adjust accordingly

·        Ensure performance of the team is monitored and make changes when necessary to ensure effective utilisation of resources.

·        To implement Trust policies and local directorate procedures for own area.

·        To participate in the formulation of directorate and local policies and comply with Trust policies.

·        To have an understanding and awareness of financial constraints.

·        To exercise independent judgement when dealing with enquiries from patients, staff, relatives and Healthcare Professionals and resolving where possible.

·        Responsible for clerical staff recruitment and retention, including shortlisting, interviewing, local induction, mandatory training, absence management, appraisal, disciplinary and capability procedures.

·        To ensure that the clerical service is adequately staffed at all times, organising working hours and staff leave effectively.

·        To complete monthly payroll returns and including overtime payments and ensure ESR is updated accordingly with staff changes.

·        To ensure good communication and effective relationships are maintained both within the clerical team and with health professionals, internal and external, to provide an effective service.

·        To receive regular communications and deliver to the clerical team. 

·        Validation and monitoring of patients waiting for appointments in K2, ensuring the chronological scheduling of these.

·        To line manage members of the administration team, including compliance with standard operating procedures.

·        To support the Operational Services Manager and Divisional Manager by ensuring resources are used appropriately.

·        To lead and motivate a team of Appointment Co-Ordinators and Call Handlers.

·        To deputise when required and as appropriate for the Patient Access Manager.

·        To work with the Divisional Management Team to understand the forth coming activity schedules and ensure there is adequate capacity to meet demand, co-ordinating leave, cover, clinic backfill or additional capacity as required.

·        To perform departmental audits.

·        To monitor waiting times for follow up and produce trajectory plans to reduce backlog.

·        To oversee the booking of  antenatal appointments.

·        To work with the Information Team and Operational Managers to develop Patient Target Lists to ensure patients receive appointments at the clinically appropriate gestation.

·        To work with the Information Team to develop reports to monitor DNA/cancellation rates and clinic utilisation.

·        To assist with regular review of appointment letters and text reminders sent to patients in line with the media type of clinic (ie. face to face / virtual / telephone).

·        To assist the Appointment Co-Ordinators  in maintaining processes relating to smooth running of the appointment systems (Meditech / K2 / e-Referral)

·        To develop, maintain and audit a Quality Management System (QMS) for processes relating to appointments.

·        To provide line management support to the Appointment Co-Ordinators and Call Handlers, maintaining staff records in relation to sickness, absence, training etc.

·        To oversee the Appointment Co-Ordinators and Call Handlers workload ensuring prioritisation of workload and cover in times of absence.

·        To work with the Patient Access Manager to hold regular monthly meetings and daily briefings to foster development of the Early Access administration team.

·        To promote good communication amongst all service staff.

·        To be a ‘super user’ of Meditech, ERS, CRIS and K2 Athena with regards to appointment scheduling and clinic management, providing expert knowledge and support to the Early Access Team.

·        To manage waiting lists in K2 Athena ensuring timely and appropriate bookings, resolving or escalating as required.

·        To assist with the training and development of Early Access Admin Staff.

·        To ensure appropriate management of patients who DNA (do not attend).

·        To ensure that the needs of patients with additional requirements (e.g. disability, interpreter, etc.) are appropriately met.

·        To support the team in the cancellation of clinics at short notice and telephone patients to inform them of the cancellation. To act as the point of escalation to deal sensitively with any concerns, complaints or issues raised.

·        In conjunction with the Patient Access Manager, be responsible for the recruitment of temporary or permanent Early Access Staff.

·        To be conversant with all activities within the Early Access Team to provide cover in time of absence.

·        To monitor office supplies and be able to order replacements

·        To ensure national, Trust and departmental policies and procedures are understood and adhered to by the Early Access administrative team.

·        To ensure services are run to a high standard and adapt to meet changing needs to the service, suggesting and implementing changes as required and monitoring their effectiveness.

·        To contribute to introduction of new IT applications and any other modernisation initiatives.

·        To undertake project work as delegated by the management team.

·        On occasion travel to other hospital sites or meeting locations as required.

·        In conjunction with the Information Team, deliver training to new recruits following the training and competency framework for Meditech and K2 Athena.

·        Attend weekly meetings with the Patient Access Manager to review and close incidents, identifying trends and creating actions plans.

·        To support with the development of Standard Operating Procedures across Early Access.