Patient Access Team Leader

7 months ago

Dewsbury, United Kingdom The Mid Yorkshire Teaching NHS Trust Full time

Co-ordinate the work of a defined booking team. Managing staff work load as per service requirement and escalating where necessary. Resolve issues/concerns with individual members of staff, which may be of a highly delicate, complex and personal nature and require expertise and understanding to handle, liaising with the HR team when necessary. To provide Trust Team briefings to staff to keep them informed of departmental and Trust news To ensure that all staff are aware of and know were to find, access and follow all relevant Trust procedures and policies.

To coordinate annual leave, sickness or other absence. To participate in the recruitment, training, appraisal and general discipline of staff employed within the clerical workforce. Identify changes in working practices that are required to improve the service and to inform the Departmental manager of problems and changes. To maintain annual/study leave records for the team.

To act as authorised signatory for ad-hoc time sheets. To ensure team are fully trained in all areas of IT systems in relation to service area. To undertake and receive yearly individual performance reviews/appraisals that will reflect both personal objectives and service objectives. Responsible for monitoring waiting times through use of the primary targeting lists (PTL) escalating any potential breaches to relevant service manager.

Regular review of available capacity and current demand through coordination of control tower meetings. To manage inpatient, day case, outpatient and diagnostic waiting list issues. Monitor the patient journey times from PTL lists and;Identify patient pathway data input errors/omissions which are impacting on the validity of 18 week pathways and feedback to specialty management teams/data quality teams. Liaise with other departments such as diagnostics to escalate appointments required for speedy diagnostics.

Work with speciality staff to ensure the efficient and effective use of clinic areas and day case capacity within units setting up extra capacity where needed. Liaise with consultants to ensure the appropriate management of outpatients processes, implementing new systems and processes where required. To keep up to date with national and local waiting time targets for inpatient, day case, outpatient and diagnostic services. To monitor the impact of consultant leave and junior doctor rotas on clinics/theatre lists making recommendations for improvement.

To identify and investigate areas for potential service improvement in terms of waiting list and clinic management and feedback to the relevant Patient Services Manager. To identify inequitable capacity in services across the three sites. Work with the specialty service to implement identified areas for service improvement linked to patient access. Responsible for ensuring information relevant to waiting lists is provided to relevant Trust staff as required.

To respond fully and promptly to queries from the information department and others requesting information on waiting lists, maintaining patient confidentiality at all times. Ensure that waiting lists are validated in order to ensure data quality. To actively participate and support specialty service control tower and access meetings. To support the units to ensure efficient and effective practice and daily operation.

To monitor patient experience in units of responsibility and act as required considering resource implications to improve quality. To assist in the investigation of formal complaints relating to waiting time and access issues as requested. To assist/lead in the resolution of informal complaints relating to access or team member issues as required/directed. To ensure relevant Trust policies are implemented, maintained, monitored and reviewed across all sites.

To collate and disseminate information relating to unit performance and identified key performance indicators. Preparation and production of information and access related reports as required by the specialty to support performance meetings i.e. control towers To support the Access Booking & Choice Team and individual specialty to achieve the service and Trust objectives / Key Performance Indicators. To produce reports for the specialty as required.

Any other duties/responsibilities as delegated by the Access Booking & Choice Management Team to support the function and development of the service. Please see the attached job description for a comprehensive list of duties.

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