Patient Services Co-ordinator

An exciting opportunity has arisen for a Patient Service Coordinator to join our team in the Yorkshire Regional Genetics Service (YRGS)

The service is based in the Department of Clinical Genetics, Leeds Teaching Hospitals NHS Trust. YRGS provides a regional Clinical Genetics service covering the North, East and West Yorkshire region. The service is a member of the new North East and Yorkshire Genomic Medicine Service Alliance (GMSA).

We are entirely committed to the Leeds Way values and expect all staff to demonstrate these values in every aspect of their role.

The post will manage administrative and clerical staff to support in the delivery of the clinical service within Clinical Genetics. The post holder will be expected to work closely with the management team, to support and implement service developments, manage access targets and review departmental systems to manage the patient pathway more effectively.

Main duties of the job

Applicants will be required to demonstrate effective communication and organisational skills, work on their own initiative, both independently and within a team and be highly motivated. A thorough knowledge of patient administration processes and experience of managing staff are essential.

The position dictates strong management skills, coupled with the ability to undertake quality improvement initiatives to enhance services. A flexible approach to work is essential as operational targets and objectives change constantly and the post holder must be prepared to adapt their approach and prioritise accordingly.

About us

The Yorkshire Regional Genetics Service (YRGS) is based at Chapel Allerton Hospital, and serves a population of c.4.2 million across West & North Yorkshire, East Riding & the Humber.

YRGS provides

o Outpatient & ward review services to patients, and support to clinicians from relevant medical specialities, across the region.

o General and specialist adult and paediatric, cancer and rare disease genetics clinics held in LTHT and hospitals across the region.

YRGS is led by a triumvirate of Lead Clinician (Consultant), Genetic Counsellor Manager and Service Manager, and sits within the LTHT Pathology CSU.

You will be joining a friendly, supportive team of administration staff and clinicians responsible for the management of a wide variety of patients within Clinical Genetics. We are looking for someone who is enthusiastic and a team player. The successful candidate will find this a challenging and interesting role.

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Job description

Job responsibilities

To ensure the provision of an efficient and effective administration service to support the delivery of clinical services to patients.

The post holder will provide managerial support to administrative and clerical staff on relevant sites within the Trust. They will be responsible for the day to day operational management of patient administration and access services for the Clinical Service Unit (CSU). The post holder will ensure the provision of a highly effective patient administration service within the CSU. In addition, they will manage a designated budget and ensure appropriate systems are in place to enable the CSU to achieve patient access targets. They will also provide support and advice on patient administration/access related issues to core members of the clinical management team.

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

STAFF MANAGEMENT

Provide leadership, management and supervision to the patient administration team within the CSU.

Establish robust communication systems with all staff, ensuring that supervisory staff conduct regular, effective team meetings.

Lead the recruitment and selection of patient administration staff within the CSU. Ensure systems are in place for induction and orientation of new staff.

Undertake staff appraisals and compile personal development plans in accordance with trust policy. Provide support for staff in undertaking continuing personal development opportunities.

Implement Trust Attendance Management policy and maintain records for all staff. Manage staff annual leave, sickness absence, capability and staff grievances with support as required.

Ensure that all members of staff work co-operatively with staff within and outside the CSU to ensure delivery of a high quality service.

Take a lead role in reviewing and implementing new systems to ensure that both the clerical team and medical secretariat function effectively and within delegated budgets.

Ensure that both an effective working relationship and good communication is maintained between all grades of staff, promoting positive morale within the team through mutual co-operation.

Establish and maintain effective training plans to ensure that staff follow correct policy and procedure and respond to developments in the service. Ensure that staff are able to use electronic patient administration systems, providing support where appropriate.

Develop effective relations with peers, working in co-operation and contributing to cover arrangements for annual leave, sickness and other absence.

SERVICE MANAGEMENT

Ensure that the provision of administration/access processes and services are of the highest quality and that they are responsive to the needs of patients, carers and the clinical teams, and that all processes adhere to Trust policy.

Take a lead role in soliciting the views of patients, carers and members of the public in respect of the administrative services provided by the CSU.

Ensure that outpatient clinics and appointments processes are administered effectively and that relevant quality standards are correctly measured and monitored respond to problems and resolve appropriately.

Ensure that theatre and bed capacity are used effectively. Through liaison with clinical and ward based teams including Site Matrons, jointly manage the daily elective and acute demand for admission and treatment ensuring that patients are treated in chronological order and clinical priority.

Ensure effective systems for monitoring and validating activity are in place. Monitor waiting lists on a weekly basis. Identify and respond appropriately to potential problems and work with other members of the CSU to ensure patients are seen within agreed local and NHS Plan target times.

Ensure the regular validation of waiting lists, following this up with any necessary action, advice, coaching and/or training of staff.

The post holder will support their line manager to lead the establishment of new ways of working to improve patient access as directed in the NHS Plan, including the implementation of booking systems.

Report to the CSU progress and achievement, including any areas of concern and an action plan detailing how these will be resolved.

Establish effective systems of working with the CSU core team and with corporate administration and information teams.

Ensure that the Patient Access Policy for Outpatient Management is implemented and that clinics are utilised efficiently, including ensuring the DNA policy is implemented as agreed by the CSU. Monitor reduced and cancelled clinics and respond appropriately in line with this policy.

Lead casenote audit meetings in the CSU, selecting patient records for audit and reporting any breach of policy with recommendation for action, to the Business Manager.

Investigate complaints relating to administration/access issues and implement changes in practice as required. Address the concerns of patients and service users and respond to their suggestions for local quality improvements.

Plans rotas and staff cover for one or more teams of staff, including Clerical Officers, Medical Secretaries, Supervisors and Assistant PSCs. This may mean staff movement between hospital sites.

Plans and organises service changes within their speciality eg. service reconfiguration organising office and staff movement to a new building and planning the office layout.

INFORMATION MANAGEMENT

Ensure the appropriate recording, monitoring and management of inpatient and outpatient waiting lists, providing regular reports to agreed timescales. Identify and resolve any problems highlighted as a result of the monitoring undertaken.

Implementation and monitor systems for timely and accurate collection and recording of patient related data, in conjunction with the CSU and Corporate Information staff. Identify and resolve any problems highlighted as a result of the monitoring undertaken.

Contribute to monthly performance review meetings, providing data for this in a timely manner as requested.

RESOURCE MANAGEMENT

The post holder will support their line manager with the management of staff and non-staffing budgets ensuring that available resources are deployed efficiently and effectively to support the administrative and operational processes.

Establish systems to cover staff annual leave, sickness and vacancies and to reduce expenditure, contributing to the CSU financial plan.

OTHER RESPONSIBILITIES

All employees must maintain strict confidentiality in respect of patient and staff records. Comply with the requirements of the Caldicott Report, the Data Protection Act, Access to Health Records Act., Mental Health Act and subsequent legislation issued in relation to confidential data. Ensure all staff practice in accordance with these guidelines.

Maintain a safe working environment, complying with Health and Safety policies and regulations. Undertake and facilitate risk assessments as required, take any corrective action required and record any untoward risk incidents in accordance with trust procedures.

Provide operational patient administration/access support and advice to other members of the CSU as required.

Support and assist the Business Manager with other projects and responsibilities as required.

The post-holder is expected to be committed to providing the highest quality of administrative support to the Business/Access Manager and CSU, with the patients experience and quality of care paramount.

Essential core values include:

The post-holder is expected to be honest, fair and consistent in their approach and to accept responsibility for ones own achievements, acts and omissions.

Respect confidentiality in line with National, Trust and local policies and guidelines.

A positive and professional attitude.

Committed to providing the highest quality of administrative support themselves and through management of their staff.

Person Specification

Qualifications

Essential

• Good general standard of education
• Training in the use of PAS
• Training in Excel, Word and the use of databases

Desirable

• A management or supervisory qualification
• Training in service improvement techniques

Experience

Essential

• Experience of managing a team of administration staff
• Experience of managing a waiting list, including familiarity with PTLs
• Experience of working with clinicians
• The post-holder will have experience and understand of waiting list management and access targets.

Desirable

• Experience of service re-design

Skills & behaviours

Essential

• The post-holder will be expected to be an enthusiastic member of the team, with the ability to act flexibly to meet the evolving needs of the CSU.
• The Patient Services Coordinator will be committed to establishing consistent systems and processes to support and improve patient pathway, whilst working closely with the CSU Management Team
• The post-holder will be expected to have an open, supportive working relationship with the staff in their team to encourage professional development and to meet the objectives of the CSU.
• Ability to work well under pressure
• Ability to motivate staff
• Openness, honesty and integrity
• Demonstrable understanding of the management of patient administration processes within the Leeds Teaching Hospitals Trust and wider NHS
• Ability to analyse and bring about improvements in processes and working practices
• Awareness of the modernisation agenda as it relates to service provision and development
• Knowledge of current Personnel policies and procedures and their application
• Knowledge of current Government policies on the NHS
• IT literate including spreadsheets/Patient Centre, other databases Excellent written and oral communication skills with proven interpersonal skills.
• Knowledge of producing reports and undertaking specific projects.

Additional Requirements

Essential

• Ability to organise a group of staff to deliver a defined end
• Ability to re-assess ways of working and design better processes in conjunction with others
• Knowledge of reviewing, monitoring and developing appropriate administration processes and systems with the Patient Pathway and Access Team in line with Trust and local policies.
• A thorough knowledge of work practices and procedures across the patient administration process within the Trust and wider NHS is required by the post-holders.
• Some clinical knowledge is required in order to estimate length of time operations would take to ensure that theatre and bed capacity are used effectively.
• The Patient Services Coordinator is expected to have experience of working in a multi-disciplinary setting and working with office systems. Knowledge of Trust access policies and national rules on w
• Understanding of capacity planning and management

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Any attachments will be accessible after you click to apply.

C9298-PATH-302#J-18808-Ljbffr

---