Assistant Patient Services Co-ordinator

Job summary

An exciting and rewarding opportunity has arisen to join the Haematology Outpatients Department at SJUH, we are looking for a focused and highly motivated individual to join the management team in the role of assistant patient services coordinator (ASPC) on a permanent basis.

This post is pivotal in providing key operational support to ensure the delivery of a quality, patient focused service and will liaise closely with the Patient services coordinator to implement trust objectives , they should possess previous line management experience. The Successful candidate will be able to demonstrate excellent interpersonal and communication skills with the ability to forge and maintain relationships. The ability to manage a busy workload and to prioritise, quickly find solutions and to focus on critical issues when decision making is essential. Ideally the candidate should possess knowledge of patient access policies and reports, referral to treatment pathways and PAS functionality is also required. A keen eye for detail is an absolute requirement for this post The candidate will be required to work with clinicians and administrative teams on the day to day RTT management within the department. The ability to manage a busy workload and to prioritise, quickly find solutions and to focus on critical issues when decision making is essential.

Expected Shortlisting Date

23/05/2024

Planned Interview Date

04/06/2024

Main duties of the job

Theassistant PSC will be responsible for a small team within the Haematologydepartment, overseeing the Supervisor for the day-to-day management of theclerks. You will be responsible for reviewing staff levels and ensure adequatecover for staff during periods of absence

Supportthe Supervisor in training and supervising members of the team in all aspectsof patient administration, identify and plan development needs for the team.You will be required to have an oversite of waiting list management, supportingthe Patient Service coordinator in their role.

Youwill manage your defined area and be responsible for prioritising work,developing staff, reviewing working practices to ensure the effective runningof the department and effective communication structures are implemented. Toensure that the processes/procedures comply with legislation requirementscovering Health & Safety, Data protection and Confidentiality.

Thesuccessful candidate will be required to have autonomy and excellentcommunication skills.

About us

Weare a fair and supportive CSU with a positive, caring culture across all levelsand areas. We are a team who champions Health and Wellbeing with the Leeds WayValues at the forefront of all decisions and interactions.

Ourteams are integral in how we deliver our service, and under pin everything thatwe do, influencing the way we interact with patients and colleagues.

Wepride ourselves on being Fair, collaborative, patient centred, accountable andempowered in everything we do. Ensuring we always provide the best patient careand experience.

Leeds Teaching Hospitals is committed to our processof redeploying 'at risk' members of our existing workforce to new roles. Assuch, all our job adverts are subject to this policy and we reserve the rightto close, delay or remove adverts while this process is completed. If you do experiencea delay in the shortlisting stage of the recruitment cycle, please bear with uswhile this process is completed, and contact the named contact if you have anyquestions.

Job description

Job responsibilities

JOB PURPOSE/SUMMARY

The Assistant PSC will provide a high-quality service in line with Trust standards and be able to communicate sensitivity and effectively with a wide range of people including medical staff, patients and colleagues. Support the Patient Services Co-ordinator and the Business Manager in delivering the services for the speciality.

The Assistant PSC will manage their defined areas within the speciality and will be responsible for prioritising work, developing staff, reviewing working practices to ensure the effective running of the department and effective communication structures are implemented. They will ensure that processes/procedures comply with legislation requirements covering Health & Safety, Data Protection and Confidentiality.

3. ORGANISATIONAL CHART

4. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

Staff Supervision

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

To take a lead role in the management of elective lists, ensuring that all patients are seen within the required time scales and in accordance with NHS targets and Trust policies.

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.

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

Comply with the requirements dictated by regulatory bodies and their code of practice throughout all disciplines in the CMT, the Leeds Teaching Hospitals Trust and the NHS.

Person Specification

Skills & behaviours

Essential

Professional attitude to work, diplomatic, self-motivated, enthusiastic and calm under pressure. Team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department. Ability to communicate effectively at all levels. Flexibility Reliability Able to work in different working environments Ability to prioritise and organise own workload To support and guide their team, including the development of an induction programme for new members of staff Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety. Responsible for appropriate use of equipment within the working environment Ability to work on their own initiative and to stringent deadlines Able to work with staff with varying levels of authority

Experience

Essential

Thorough knowledge of patent Administration Processes Experience of staff management including recruitment and retention Knowledge of Microsoft Office Packages and e-mail technology. Organisational and time management skills. Appreciation of confidentiality. 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 A thorough understanding of the patient pathway A knowledge of the rules governing eligibility for NHS treatment

Desirable

Significant previous secretarial and/or administration experience (as applicable). Customer focussed/customer service skills Patient centre/PAS National Access Targets awareness An understanding of NHS/Trust protocols/policies and procedure Diary management experience

Qualifications

Essential

Good standard of education to minimum of GCSE A willingness to undergo personal development and learn new skills A willingness to undergo all training requirements necessary for the post

Additional Requirements

Essential

Ability to adapt to change of circumstances

Desirable

Exceptional customer service skills Able to work on own initiative Proactive approach Effective organisational skills Ability to motivate staff Strong interpersonal skills Flexibility to meet the needs of the service The post-holder to possess a good standard of written and spoken English Ability to adapt to change of circumstances Exceptional organisational skills

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