Assistant Patient Services Coordinator

3 months ago

Leeds, United Kingdom Leeds Teaching Hospitals Full time

Job summary

Expected Shortlisting Date

19/09/2024

Planned Interview Date

01/10/2024

This role would be perfect for any individual looking for a fast paced and varied role. The successful candidate will be involved in the day to day management of patient pathways, both inpatient and outpatient, ensuring that all patients are seen within the required time scales and in accordance with NHS targets and Trust policies. They may also be required to cross cover the Laser Vision Service and Ophthalmology Scheduling as needed. This post is 12 months fixed term to cover maternity leave and will be available from the beginning of November 2024.

Main duties of the job

Coordinate the day to day activities of a team of administrative staff including clerical officers, medical secretaries and supervisors.

To be actively involved in the recruitment process.

To ensure that joint working and close co-operation is developed and maintained with staff both internal and external, providing the clinical/operational services in order to maintain a complete and seamless service to patients.

Continually review staffing levels and ensure there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service.

Train and supervise members of their team in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals.

Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development.

Occasionally may be required to assist in overseeing the laser vision department, providing excellent customer service to private patients during periods of absence.

About us

The Eye Department is predominantly based at St James University Hospital, Leeds but we also offer services to patients at Seacroft Hospital and Wharfedale Hospital. We are the biggest outpatient department in the Trust.. There are 29 consultants in the wider Ophthalmology Department. The team also trains Ophthalmic specialist trainees from the region. We have recently moved into a new outpatient department which has provided us which much more space for patients and clinicians and includes our Laser Vision Department which provides refractive services to private patients as well as NHS.

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

Responsible for the collection of data and performing regular audits by random sample. Depending upon the outcome of the audit, taking follow steps as necessary with instruction to fix any issues.

To maintain and administer relevant information systems and review monitor systems. This may include troubleshooting problems, referring to the appropriate department as required.

To ensure all patients enquiries are dealt with in a friendly and professional manner and that patient admin staff provide exceptional customer service

Monitor administrative processes to ensure all are completed within agreed timescales.

Deal with complex enquires from staff/patients/relatives/visitors investigating and researching matters thereby providing information/guidance and advice to others to ensure their queries have been dealt with. This could involve managing the complaints process, monitoring response times, seeking out information to be able to prepare straightforward response, or to assist in the provision of a response, to the complaint.

Undertake general administrative duties including filing, typing, photocopying, faxing, arrangement of meetings and dealing with general communication.

Such other duties at a comparable level of responsibility as may be allocated to the post or post-holder.

Person Specification

Qualifications

Essential

Good standard of education to minimum of GCSE Good standard of written and spoken English language

Experience

Essential

Thorough knowledge of patient administration processes Knowledge of Microsoft Office Packages and e-mail technology Organisational and time management skills. Appreciation of confidentiality Basic computer literacy and willingness to further computer skills A thorough understanding of all policies and procedures governing the Trusts approach and delivery to Patient Administration An understanding of team management and the policy and procedures governing the Trusts approach to managing staff. Patient centre/PAS National Access Targets awareness

Desirable

Significant previous secretarial and/or administration experience (as applicable). Customer focussed/customer service skills An understanding of NHS/Trust protocols/policies and procedure

Skills & behaviours

Essential

Professional attitude to work, diplomatic and calm under pressure. Team player and ability to communicate effectively at all levels Ability to prioritise and organise own workload Ability to work on their own initiative and to stringent deadlines A thorough understanding of the patient pathway Ability to adapt to change of circumstances

Desirable

Ability to manage a team of staff

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