Assistant Patient Services Co-ordinator

Job summary

We are excited to advertise a permanent full time Assistant Patient Services Coordinator position to join our Outpatient Admin team.

The successful applicant will provide managerial support to our admin teams and will be responsible for the day-to-day activities of a busy patient administration team, including the management of the Outpatient Supervisors and Clerical Officers. The post holder must have the ability to organise and motivate the team to help achieve our Key Performance Indicators.

The Outpatient Administration team are based across five sites and support two Community Diagnostic Centres at Beeston and Armley. The Outpatient Administration team collaborate with the Referral and Booking Service, Outpatient Nursing, Switchboard, Phlebotomy and the Robotic Process Automation team. Together we form the Outpatient Clinical Service Unit.

The main attributes we are looking for include being flexible, reliable, proactive, professional, and diplomatic with an ability to remain calm under pressure.

Flexible working including some working from home can be supported in this role, but regular on site working and travel between sites, is required to ensure adequate support for the admin teams.

We are proud of the diversity within our teams, and we welcome applications from people of all backgrounds and are committed to recruiting inclusively.

Main duties of the job

The Assistant Patient Services Coordinator will provide a high-quality service in line with Trust standards and policies. They are required to communicate sensitivity and effectively with a wide range of people including medical staff, patients and colleagues.

The post holder will manage their defined areas within the Outpatient team and will be responsible for prioritising work, developing staff, reviewing working practices to ensure effective services, ensuring that processes and procedures comply with legislation requirements covering Health & Safety, Data Protection and Confidentiality.

The ability to work flexibly and across multiple sites is essential for this role as this post will support both hospital sites and Community services at Beeston and Armley. Travel to different sites will be required on a regular basis. The post will also require working Monday to Friday.

The Assistant Patient Services Coordinator team report into the Outpatient Site Managers and will also work with the wider management team including the Business Manager. The Assistant Patient Services Coordinators also support and collaborate with various Clinical Service Units across the trust, which includes working with clinical teams such as doctors, nurses and phlebotomists.

If you have the skills and experience to deliver a highly organised, patient centred service and would like to manage a friendly team this could be the role for you

About us

We are very proud of the established staff groups within our Outpatient team, including our successful Equality, Diversity & Inclusion staff group. We are proud winners of an LTHT Time to Shine Award 2022 for a Leeds Way award in the Fair category.

We recognise the power of the staff voice & encourage staff to act as champions through various staff networks including Disability, LGBT+ and BME.

We put staff Health and Wellbeing at the heart of everything we do and promote the importance of flexibility at work. We want to support all staff to succeed in their role & support reasonable adjustments in the workplace.

We adopt inclusive recruitment processes and share interview questions the day before interview, to all shortlisted candidates. We believe this creates a level playing field, reduces stress and helps interviewees know what we are looking for.

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

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

Staff Supervision

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

To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role.

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.

Service Management

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 and some evening / weekend contact. Also, being responsible for performing daily back up of relevant data base where appropriate.

Responsible for ensuring the integrity of the system and that it meets the requirements of the Data Protection Act.

Support management in liaising with Information Services Department to provide data 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.

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

Person Specification

Experience

Essential

Thorough knowledge of patient administration processes Experience of staff management including recruitment and retention Appreciation of confidentiality

Desirable

Significant previous secretarial and/or administration experience PAS computer experience (Patient Administration System) Awareness of National Access Targets

Skills & Behaviours

Essential

Professional attitude to work, diplomatic and calm under pressure Ability to work in different working environments Ability to motivate staff Flexible to meet the needs of the service

Desirable

Ability to adapt to change of circumstances Experience of dealing with complaints

Qualifications

Essential

Good standard of education to minimum GCSE

Other

Essential

A willingness to undergo personal development and learn new skills

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