Job Description

An exciting opportunity has arisen for two outpatient supervisors in the ENT/Audiology Department. This role is to assist in the organisation of the activity, the deployment and supervision of staff in the ENT outpatient bureau, maintaining a level of efficiency to meet the needs of the outpatient service.

• Interview Date: 19th August 2025

37 hours 30 minutes/week * You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
NO AGENCIES PLEASE
Main duties of the job

• To communicate with patients and carers ensuring the level of support required is identified.
• To communicate effectively with staff from all disciplines.
• To receive and deal with complex telephone calls from patients /carers and outsideagencies.
• To provide and receive sensitive information verbally and electronically from seniormanagers action requirement to meet monthly deadlines.
• To provide support and advice to other senior colleagues in matters relating tooutpatients.
• To provide support to the Team Leader in the day-to-day supervision of the outpatient department.
• Ability to handle in the first instant sensitive and emotional situations relating to patients/carers.
• Assist in the communication of information to staff as required by the Team leader
• To participate in the investigation and recording of accidents and incidents to patients whilst visiting the outpatient department.
• To liaise closely with medical and nursing staff to achieve effective clinicorganisation and streamline patient throughput.
• To liaise with The Interpreting Service and other outside agencies to ensure appropriate support to patients and carers is organised.
• To liaise with the North East Ambulance Service (NEAS) ensuring that appropriate transport is booked for patients and escorts.
• To support the Team Leader with the collation and compiling of new patients waiting times for clinics.
• To monitor PAS related documentation to ensure appropriate letters are sent to patients.

About us
Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:
o Freeman Hospital
o Royal Victoria Infirmary (RVI)
o Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
o Newcastle Dental Hospital
o Newcastle Fertility Centre
o Northern Centre for Cancer Care, North Cumbria
o Northern Genetics Service
o Cramlington Manor Walks
These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.
We also have offices at Regent Point in Gosforth and community sites.
Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust
Details
Date posted
04 August 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
317-2025-26-26-DR-B
Job locations
ENT Department
317 01 Freeman Hospital
NE7 7DN
Job description
Job responsibilities

• To assist in the organisation of the activity, the deployment and supervision of staff in the outpatient bureau, maintaining a level of efficiency to meet the needs of the outpatient service and to comply with the Patients Charter.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first months pay.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you. Job description
Job responsibilities

• To assist in the organisation of the activity, the deployment and supervision of staff in the outpatient bureau, maintaining a level of efficiency to meet the needs of the outpatient service and to comply with the Patients Charter.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first months pay.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Person Specification
QUALIFICATIONS
Essential

• NVQ Level 3 or equivalent experience

KNOWLEDGE
Essential

• Knowledge of Policies and Procedures appertaining to OPD
• Knowledge of NHS Guidelines
• Understanding of confidentiality issues
• Understanding of the data protection act 1998

Desirable

• Knowledge of the Department of Health initiatives
• Knowledge of Trust policies and procedures

SKILLS
Essential

• Excellent communication and interpersonal skills
• Organisational and leadership skills

Desirable

• Training Skills
• IT Skills
• Previous supervisory skills

EXPERIENCE
Essential

• Experience of the functionality of the Patient Administration System (PAS)

Person Specification
QUALIFICATIONS
Essential

• NVQ Level 3 or equivalent experience

KNOWLEDGE
Essential

• Knowledge of Policies and Procedures appertaining to OPD
• Knowledge of NHS Guidelines
• Understanding of confidentiality issues
• Understanding of the data protection act 1998

Desirable

• Knowledge of the Department of Health initiatives
• Knowledge of Trust policies and procedures

SKILLS
Essential

• Excellent communication and interpersonal skills
• Organisational and leadership skills

Desirable

• Training Skills
• IT Skills
• Previous supervisory skills

EXPERIENCE
Essential

• Experience of the functionality of the Patient Administration System (PAS)