Job summary
- Main area
- Outpatients
- Grade
- NHS AfC: Band 4
- Contract
- 12 months (Although this position is a 12 months fixed-term contract, the actual contract duration will be adjusted to account for the time taken to advertise the post, complete the hiring process, and finalise pre-employment checks. This means the contract will begin when the candidate starts the role and may be slightly shorter than 12 months.)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 259-7749112WXH-NEL
- Employer
- Barts Health NHS Trust
- Employer type
- NHS
- Site
- Whipps Cross Hospital
- Town
- Leytonstone
- Salary
- £27,485 - £30,162 per annum inc
- Salary period
- Yearly
- Closing
- 25/02/2026 23:59
Employer heading
Team Leader
NHS AfC: Band 4
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.
Barts Health supports the Pregnancy Loss Pledge and commits to supporting their staff through the distress of miscarriage.
We are dedicated to being an outstanding place to work and will work with you to get the best experience. We know flexible working is not a one size fits all and will mean something different to everyone. We are inclusive, so if you are interested in flexible working, please speak to the recruiting manager.
Job overview
*Please note this role is only open to Internal Employees at Barts Health NHS Trust and Employees at Barking, Havering and Redbridge University Hospitals NHS Trust, Homerton Healthcare Foundation Trust, NHS North East London ICB, North East London Foundation Trust and East London Foundation Trust*
The post holder is responsible for supporting the Senior Supervisors and Department Managers with the day to day running of the service.
The team supervisor will work as part of a team of supervisors to coordinate daily workloads across the Outpatient Department, ensuring deadlines are met and quality is achieved and maintained. The post holder will work closely with this delegated team and ensure an efficient, effective and courteous service is provided for all patients, GPs, hospital staff and other service users contacting Outpatients.
The post holder will ensure that all bookings are made within the agreed clinic rules and that National and Trust waiting times are adhered to and bring to the attention of the departmental managers when there are deviations from Trust protocols and policies.
Main duties of the job
To ensure that all aspects of the departments work are completed within pre-set timeframes, able to problem solve and resolve if issues occur and to escalate within management team.
Liaise with Clinical Directorates and teams regarding clinic utilization and potential appointment issues.
To ensure any waiting list management or booking management policies are adhered to.
To ensure that direct, full and partial booking systems are in place and that the appointments team are agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol.
To have a clear understanding of both the Trust and National waiting time targets for Outpatients.
To organize staff workloads, rota’s and timetables.
To cover other Team Supervisors in the department.
Answer and deal with any patient queries when necessary.
To act as a first point of escalation for Receptionists when dealing with unfamiliar issues.
Ability to resolve these issues in a timely manner or escalate further if outside area of knowledge; ensuring issue is dealt with appropriately.
To investigate, deal with and resolve any complaints related to Outpatients.
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
To ensure that all aspects of the departments work are completed within pre-set timeframes, able to problem solve and resolve if issues occur and to escalate within management team.
Liaise with Clinical Directorates and teams regarding clinic utilization and potential appointment issues.
To ensure any waiting list management or booking management policies are adhered to.
To ensure that direct, full and partial booking systems are in place and that the appointments team are agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol.
To have a clear understanding of both the Trust and National waiting time targets for Outpatients.
To organize staff workloads, rota’s and timetables.
To cover other Team Supervisors in the department.
Answer and deal with any patient queries when necessary.
To act as a first point of escalation for Receptionists when dealing with unfamiliar issues.
Ability to resolve these issues in a timely manner or escalate further if outside area of knowledge; ensuring issue is dealt with appropriately.
To investigate, deal with and resolve any complaints related to Outpatients.
Person specification
Experience
Essential criteria
- Minimum of 3 years’ experience in a customer focused or service area
Desirable criteria
- 2 years CRS experience or experience working with an electronic appointment or scheduling system.
Knowledge
Essential criteria
- A working knowledge of Outpatient Access and other relevant national targets
Desirable criteria
- Knowledge of ERS and Cerner
Skills
Essential criteria
- Ability to manage people and lead teams
Desirable criteria
- Proficiency in Microsoft Office products and hospital information systems.
Applicant requirements
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.
Documents to download
Further details / informal visits contact
- Name
- Suzanne Rayner
- Job title
- Outpatient Supervisor
- Email address
- [email protected]
- Telephone number
- 0208 539 5522
- Additional information
N/A
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