Patient Access Team Leader

Job summary

An exciting opportunity has arisen within the Cancer Patient Access team for a Team Leader, working with the Patient Access Manager to ensure the efficient and effective running of administrative services for Oncology within the Cancer Division.

The role provides an opportunity for the right candidate to develop their skills in managing and leading staff within a supportive environment, with the patient at the heart of everything we do.

Key responsibilities will include day to day operational responsibilities, waiting list management and coordinating cover for short and long term absence within the Patient Access team.

You will have a good working knowledge of cancer services, and be able to demonstrate your ability to apply rules in relation to national cancer waiting times and 18 week referral to treatment guidance.

You will be enthusiastic, with excellent communication skills, a positive outlook and a proven ability to deliver on agreed goals and targets. You will also demonstrate a passion for ensuring patients have a smooth and effective pathway throughout the service.

Main duties of the job

To advise and support a designated team of Patient Access Clerks on a daily basis ensuring adequate coverage of duties across a defined group of areas, ensuring workloads are evenly distributed and that all completed patient activity is accurately updated with relevant information. Lead, manage and be accountable for the use of Trust and local computerised systems for booking patients in for appointments and treatments, ensuring referrals are processed within set targets and slots are fully utilised. To monitor and manage waiting lists, identify and problem solve ongoing capacity issues within the service and report to the Patient Access Manager as necessary. Ensure that cancer waiting time targets, 18 week RTT targets, Trust deadlines and any necessary operational changes are managed to success To participate in Patient Access Clerk duties and contribute to improved ways of working leading to improvement of service

About us

At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves. As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do. We look forward to receiving your application and the start of your journey with UHSussex.

Job description

Job responsibilities

Communication

Working with Consultants, Lead Radiographers, Department Managers, Service Leads and other key personnel identify areas that will lead to improved quality of clinical pathways and sustainable workforce/data quality/financial improvements Support Service Leads to monitor clinical information quality and ensure that any safety issues are effectively addressed. Build strong collaborative working relationships internally and externally and set an example by maintaining these standards and assisting others to do so. To ensure effective communication within the team, including team briefing and departmental meetings.

Service Delivery and Improvement

To advise and support a designated team of Patient Access Clerks on a daily basis ensuring adequate coverage of duties across a defined group of areas, ensuring workloads are evenly distributed and that all completed patient activity is accurately updated with relevant information. To identify and problem solve ongoing capacity issues within the service and report to the Patient Access Manager as necessary. Participate in Patient Access Clerk duties as and when required to maintain the service. Lead, manage and be accountable for the use of Trust and local computerised systems for booking patients in for appointments and treatments, ensuring referrals are processed within set targets and slots are fully utilised. To act as oncology information system super-user and provide support, training and guidance to users within the service. To monitor the timeliness and data quality of all Patient Access Clerks data entry in line with metrics set out by the Patient Access Manager and put in place any/all remedial actions as required to meet the objectives/ metrics set. Effective use of our workforce to ensure provision of Patient Access Clerk activities as required by each area making frequent changes to rotas, as necessary to meet the needs of the service. In conjunction with Patient Access Manager, constantly review all processes currently in use and ensure best practice is fully utilised across the whole service. Ensure that cancer waiting time targets, 18 week RTT targets, Trust deadlines and any necessary operational changes are managed to success. Ensure the timely and effective production and filing of patient notes, and identify and resolve any areas of concern. Engage with all other Managers within the service as necessary, to negotiate coverage and standards of data quality and monitor the consistency of data quality, taking remedial action as required. Through a broad-based knowledge of the key information systems and processes used to monitor data quality assurance ensure files are audited and best practice utilised. This must also include an understanding of waiting list management and process. To manage the improvement of completion rates of key performance indicators and raise the awareness of the importance of accurate and timely patient activity data quality. To manage the maintaining of set standards for data quality against the agreed indicators that measure the quality of data recorded and to quality assure the accuracy of information entered onto systems through regular audit and analysis in line with audit requirements. To take an active role in auditing the completeness, timeliness and accuracy of patient activity based information throughout the service utilising the current Information Technology. To take an active role in the production and discussion of reports through the attendance at meetings and appropriate workshops.

People Management and Development

As the Team Leader working with the Patient Access Manager provide a thorough, supportive and balanced management to the Patient Access Clerks, including: Effective management of staff utilising all and any Trust policies as necessary;Planning work scheduling on a quarterly basis taking into account annual leave, Bank Holidays, staff training etc;Conducting monthly 1:1s with Patient Access Clerks to monitor performance and cascade monthly targets set by the Patient Access ManagerSupporting the Patient Access Manager with yearly appraisals for all patient access clerks within the team in line with Trust Policy, including six monthly reviews;Motivating and enabling the team to meet set targets. Team Leaders will be rotated as required in order to ensure process efficiencies and consistent service levels are maintained across the Trust. To sign off staff shifts and manage leave on HealthRoster. Raise any performance issues with the Patient Access Manager, through monthly progress reports and improvement plans. To deliver high quality health information for cancer services across the Trust and ensure all activity data is accurate and real time. To also participate in Patient Access Clerk duties and contribute to improved ways of working leading to improvement of service. Create, update and monitor a skills chart for each Patient Access Clerk. Facilitate training for the Patient Access Clerks, preparing, updating and maintaining training documentation as necessary. Identifying, developing and delivering appropriate levels of training for all Patient Access Clerks to undertake their roles and provide an efficient support service to the cancer multi-disciplinary team. As subject matter experts, coordinate and deliver on the job training, support and instruction in the correct use of Mosaiq, Chemocare, SCR, PAS and other relevant administrative systems/functions. Ensure new staff receive a robust induction and training package. To induct new staff and prepare training schedules and facilitate a level of training which enables all Patient Access Clerks to achieve a high level of performance. Person Specification

Knowledge, Skills and Experience

Essential

Experience in the field of administration and data quality/analysis obtained through qualifications or the equivalent practical experience gained through working in a high level administration setting. Demonstrable experience of improving administration services within an Acute Hospital setting Excellent knowledge and experience of using PAS & Oncology systems to make bookings Excellent knowledge of cancer waiting times and 18 week RTT Highly motivated to make changes and demonstrate improvement to service Ability to communicate with all members of the multidisciplinary team Influencing skills to motivate others and deliver change Experience in supervising staff Ability to cope with difficult patients and staff under challenging circumstances and workload pressure

Equality, Diversity, and Inclusion

Essential

Evidence of having championed diversity in previous roles (as appropriate to Evidence of having undertaken own development to improve understanding of equalities issues

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