Outpatients Supervisor

Outpatients Supervisor

The closing date is 17 July 2026

University Hospitals of North Midlands NHS Trust is unable to offer visa sponsorship for Band 2 to Band 4 roles. These positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.

The post holder will support the Team Leader in supervising and managing the Receptionists and Administration teams within the Outpatients Directorate. This involves managing staff in accordance with Trust policy and supporting the Directorate to achieve NHS national targets and internal key performance indicators.

Most staff in the Trust have a responsibility for supporting the delivery of Planned Care Services and the achievement of Cancer and RTT targets, whether in a supportive role or in terms of providing hands‑on care. Application of national rules and guidance is critical for treating patients timely and in order of clinical priority or wait length. As part of the administrative support structure, the post holder must adhere to the Trust's Access Policy and Standard Operating Procedures.

The post holder should have excellent communication and interpersonal skills, be flexible, and maintain confidentiality as outlined in the Data Protection Act 1998 at all times.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke‑on‑Trent and County Hospital in Stafford, we serve around three million people and are highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role. We are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM creates and encourages a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.

• Act as the first point of contact to staff within the Reception and/or other teams within the Outpatients Directorate.
• Devise staff rotas to ensure adequate cover for service demands.
• Authorise and manage annual leave requests.
• Manage staff in accordance with Trust policy.
• Communicate work procedures and provide training as necessary.
• Work with the Team Leader to achieve NHS national targets and key performance indicators.
• Ensure adherence to the patient Access Policy and communicate issues.
• Provide information to individuals and organisations as requested and agreed.
• Escalate foreseen capacity issues to appropriate divisions.
• Maintain liaison with staff to ensure seamless patient service.
• Maintain current skill sets required for the post.
• Apply knowledge of appointments and clinic management/waiting list procedures.
• Ensure accurate data entry.
• Adhere to Referral to Treatment (RTT) policies and highlight anomalies.
• Manage capacity/demand, reacting to operational changes.
• Offer choice to long‑wait patients by manually rescheduling cancelled slots.
• Escalate cancellations or reductions of less than 6 weeks per consultants leave policy.
• Make judgments involving analysis of facts or situations.
• Highlight booking issues promptly to the line manager.
• Plan and organise straightforward activities and staff rotas.
• Proactively monitor clinics to minimise patient disruption, escalating issues as required.
• Work closely with the Appointment Call Centre to reschedule appointments with minimal changes, supported by a sign‑off sheet from divisions.
• Monitor Patient Tracking List (PTL) reports for suspected cancer and the 18‑week pathway, escalating issues to clinic team leader and relevant division/service line management.
• Coordinate booking of outpatient appointments for…