Princess Alexandra Hospital NHS Trust
Outpatients Appointment Supervisor
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The Princess Alexandra Hospital NHS Trust (PAHT)
The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave—a national programme that’s changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.
This means we’re working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.
We’re a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.
Join us and help shape the future of care in West Essex.
Job Overview
Responsible for the supervision, organisation and the administration of the function and duties in assigned areas of the Outpatient Appointments Department (Outpatient bookers and fast track bookers) on a day to day basis, ensuring that all national and local targets are achieved.
- To implement and maintain systems to ensure an effective and efficient appointment service for Outpatients
- Supporting the Outpatient Appointments and Reception Manager
- Ensuring staff fully book all available outpatient slots including those following patient cancellations.
- Supporting the training and development of reception staff in appointment booking functions.
- Ensuring optimal utilisation of staff performing appointment booking functions
- To ensure achievement of agreed key performance indicators.
- Coordinate training of staff to ensure compliance with policies and procedures in particular 18 weeks.
- To support staff through the process of change.
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Main Duties And Responsibilities
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- Support the Outpatient Appointments & Reception Supervisor in managing staff rotas, prioritising working loads and adopting working practises to improve service resilience and minimise costs.
- Responsible for ensuring that staff are courteous and emphatic to patients and the public at all times and dealing swiftly and appropriately with poor practises.
- Responsible for delivery of agreed key performance indicators (KPIs). Day to day supervision of Outpatient Booking Officers
- Responsible for day to day monitoring of performance of key operational processes for effectiveness and efficiency.
- Supporting the development of new systems of working to improve quality and patient experience and deliver financial savings. Responsible for cascading information to staff in a timely manner to allow them to perform their role effectively and efficiently.
- Responsible for dealing with and/or escalating staff concerns to line managers in a timely manner as appropriate.
- Responsible for identifying, managing and/or escalating any quality issues or risks to line managers in a timely manner as appropriate to ensure compliance with Trust policies and delivery of KPIs.
- Responsible for ensuring that staff have the necessary training to ensure compliance with Trust policies and delivery of KPIs.
- Responsible for ensuring that Trust policies, Procedures and Guidelines are followed with the assigned area of responsibility and for challenging staff that fail to do so.
- Responsible for reviewing staff training folders to ensure up to statutory and mandatory and developmental training.
- Support the Outpatient Appointments & Reception Manager in ensuring the use of correct and up to date clinic templates.
- Liaise with Specialty staff in order to gain an understanding of specific operational/clinical issues.
- Support staff through the process of any procedural changes, ensuring they are aware of all aspects and of their role within any developments.
- Ensure that all staff attend the Trust and departmental induction before the start of their new role.
- Respond to both formal and informal complaints investigating issues raised and reporting back within Trust Response Targets.
- Good knowledge of the e-referral (Choose and Book) system, ensuring that staff clear the relevant data on a daily basis.
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