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Patient Access Team Leader

2 months ago

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

We are seeking a highly motivated and experienced individual to join our team as a Patient Access Team Leader - Operations Manager. This is an exciting opportunity to work in a dynamic and fast-paced environment, where you will be responsible for managing a team and delivering the Access Booking and Choice agenda within the Trust.

Main Responsibilities
  • Coordinate the work of a defined booking team, managing staff workload as per service requirements and escalating where necessary.
  • Resolve issues and 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.
  • Provide Trust Team briefings to staff to keep them informed of departmental and Trust news.
  • Ensure that all staff are aware of and know where to find, access, and follow all relevant Trust procedures and policies.
  • Coordinate annual leave, sickness, or other absence.
  • 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 inform the Departmental manager of problems and changes.
  • Maintain annual/study leave records for the team.
  • Act as an authorized signatory for ad-hoc time sheets.
  • Ensure the team is fully trained in all areas of IT systems in relation to the service area.
  • Undertake and receive yearly individual performance reviews/appraisals that will reflect both personal objectives and service objectives.
  • Responsible for monitoring waiting times through the use of primary targeting lists (PTL) and escalating any potential breaches to relevant service managers.
  • Regularly review available capacity and current demand through the coordination of control tower meetings.
  • Manage inpatient, day case, outpatient, and diagnostic waiting list issues.
  • Monitor patient journey times from PTL lists and identify patient pathway data input errors/omissions that 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 specialty 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 outpatient processes, implementing new systems and processes where required.
  • Keep up to date with national and local waiting time targets for inpatient, day case, outpatient, and diagnostic services.
  • Monitor the impact of consultant leave and junior doctor rotas on clinics/theatre lists, making recommendations for improvement.
  • Identify and investigate areas for potential service improvement in terms of waiting list and clinic management and feedback to the relevant Patient Services Manager.
  • 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.
  • 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.
  • Actively participate and support specialty service control tower and access meetings.
  • Support the units to ensure efficient and effective practice and daily operation.
  • Monitor patient experience in units of responsibility and act as required, considering resource implications to improve quality.
  • Assist in the investigation of formal complaints relating to waiting time and access issues as requested.
  • Assist/lead in the resolution of informal complaints relating to access or team member issues as required/directed.
  • Ensure relevant Trust policies are implemented, maintained, monitored, and reviewed across all sites.
  • Collate and disseminate information relating to unit performance and identified key performance indicators.
  • Prepare and produce information and access-related reports as required by the specialty to support performance meetings control towers.
  • Support the Access Booking & Choice Team and individual specialty to achieve the service and Trust objectives/key performance indicators.
  • 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.
Person Specification

Qualifications

Essential

  • NVQ3 or equivalent in Business Administration or ILM qualification (or equivalent experience) Sound educational background (4 GCSEs, grade C or above)

Desirable

  • NVQ4 or equivalent in Business Administration/ILM qualification ECDL

Experience

Essential

  • Microsoft Word/excel/email knowledge Experience of working to targets Experience of working with a busy/demanding environment Experience of working in a customer service environment

Desirable

  • Previous Trust PAS or Similar Healthcare administration systems experience Health care experience Waiting list or Outpatient management experience Experience of the 18-week agenda Experience of capacity and demand Proven experience of managing a team of clerical staff Supervisory experience

Skills & Abilities

Essential

  • Keyboard skills
  • Develop and maintain positive working relationships
  • Demonstrate effective and clear written, verbal, and telephone communication skills
  • Work with demanding workloads and prioritize tasks
  • Maintain a safe working environment for self and others
  • Willingness to take on tasks
  • Ability to deal with conflict
  • Good time management skills
  • Ability to engage and motivate others
  • Ability to work as part of a team

Knowledge & Awareness

Essential

  • Understanding and knowledge of the Data Protection Act.
  • Awareness of own limitations.
  • Good understanding of the 18-week target and associated rules.
  • Effective written, verbal, and telephone communication skills
  • Ability to stay calm and show tact and empathy in potentially confrontational situations

Desirable

  • Awareness of Health & Safety issues
  • Awareness of Moving & Handling issues.
  • Understanding and knowledge of Caldicott
  • Knowledge of medical terminology
  • Knowledge of Trust Policies and Procedures