Patient Services Supervisor (Clerical Officer Grade V)

Job Title: Patient Access Supervisor

(Clerical Officer Grade V)

Contract Type: Full Time Permanent Contract

Reporting to: Patient Services Manager

Job Purpose: To ensure that the patient admission is a seamless experience for the patient the Hospital and the Consultant and is reflective of an environment where quality respect care and compassion are at the centre of all we do.

Job Summary: Responsible and accountable for the management of the operations of the administration staff in the Patient Access. Responsible and accountable for delivery of KPIs across HR cash collections insurance validations and patient satisfaction. To ensure that all tasks are performed to the highest standard. The post holder will support lead and be proactive in formulating and implementing new initiatives. The fundamental philosophy guiding this position is to promote and preserve the Bon Secours Mission Values and Ethos.

Principal Duties and Responsibilities

(Not listed in order of priority)

Management & Reporting

• Provide timely and accurate information to hospital management and clinicians.
• Prepare analyse and present weekly monthly and ad-hoc reports.
• Assist in formulating and implementing new initiatives.
• Contribute to achieving immediate and long-term organisational objectives.

Staff Planning & Operations

• Liaise with inpatient day case and outpatient departments consultants and staff to ensure priorities are met.
• Optimise use of bed theatre and outpatient diagnostic capacity.
• Plan organise and oversee daily workflow in Patient Services Points.
• Set and deliver achievable targets (timely registration cash collections accurate data entry).
• Manage staff rosters to ensure safe staffing levels and positive patient experiences.

Staff Training & Development

• Orientate supervise and delegate workload effectively.
• Devise and update SOPs to standardise processes across Patient Services.
• Train mentor and upskill staff.
• Foster a culture of participation mentoring and employee development.
• Ensure team compliance with mandatory training require
• ements.

Quality

• Develop and deliver a Monthly reports for the department.
• Report complaints and incidents via QPulse.
• Ensure adherence to all hospital policies and JCI standards.

Finance

• Minimise credit exposure by reviewing patient accounts and liaising with patients.
• Ensure departmental billing accuracy and timely resolution of queries.

People Management

• Conduct performance reviews and identify staff development needs.
• Oversee annual leave time & attendance and payroll compliance.
• Promote teamwork and collaboration across Patient Services departments.
• Provide cross-cover for fellow Grade V Supervisors.

General Duties

• Handle escalated patient consultant and GP queries.
• Address patient complaints with professionalism and care.
• Develop effective working relationships with other departments.
• Uphold Health & Safety regulations in all work practices.

Managing & Delivering Results

The post holder will demonstrate:

• Excellent organisational and time management skills.
• Ability to deliver efficiencies and adapt to a rapidly changing environment.
• Strong prioritisation skills to meet competing deadlines.
• Consistent achievement of KPIs including:
  • 95% Daily Cash Collection
  • 100% Insurance Collection
  • 100% Patient Insurance Validation
  • 98% Mandatory Training Completion (team)
  • 100% Safeguarding & Children First Compliance
  • 98% Performance Reviews completed on time
• Development and delivery of induction and training programmes.

Confidentiality

Strict adherence to GDPR and patient confidentiality is required at all times.

Policies & Procedures

All duties will be carried out in line with hospital policies and procedures which may be amended from time to time.

• Job Particulars

  Hrs: 35 hrs week Monday Saturday. Hours of cover range from 06:45 to 17:30.

  Flexibility required.

• PERSON SPECIFICATION

• Qualifications Essential

• Education to a minimum of Leaving cert or equivalent

Desirable

Level 6 or higher education

• Experience- Essential

• Experience of managing and delivery a complex service
• Excellent people management skills
• Minimum 2 years experience of working in a healthcare environment
• Experience of working collaboratively with multiple internal and external stakeholders as relevant to this role
• Experience of delivering change in a complex working environment

Desirable

• Team Lead or Supervisor Experience

• Skills - Essential

• Effective problem-solving skills
• Excellent knowledge of medical terminology
• Excellent communication and interpersonal skills
• Ability to maintain a high degree of confidentiality
• Team leading flexibility and excellent organisational ability
• Excellent IT skills including MS Office Hospital systems
• Strong Time Management Skills to meet deadlines and objectives
• Ability to evolve and adapt to a rapid changing environment
• Evidence of interest and passion in engaging with and delivering on better outcomes for service users

Desirable

• iPIMS Claimsure Softworks RIS PACS

Closing date for receipt of application Monday 1st September 2025.

Bon Secours Health System is an equal opportunities employer. Our values of Human Dignity Compassion Stewardship Service and Integrity guide everything we do. We are committed to fostering an inclusive and supportive workplace where all employees have the opportunity to thrive. We welcome applications from individuals of all backgrounds abilities and perspectives and provide reasonable accommodations throughout the recruitment process. If you require any assistance please contact