Job summary
An
exciting opportunity has arisen to join the Ophthalmology Administration Team
as an Assistant Patient Services Coordinator at St James's Hospital. 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 will also be involved in the scheduling of
multiple theatre lists and inpatient waiting list management. This role is
full time, Monday - Friday and will be based at St James's Hospital
Expected Shortlisting
Date
10/02/2025
Main duties of the job
As
an Assistant Patient Services Coordinator/Waiting List Coordinator at LTHT,
you would play a vital role in ensuring the efficient management of patient
services and waiting lists within a specific department or specialty.
Key
responsibilities typically include:
Staff
Supervision:Coordinating the day-to-day activities of a team of
administrative staff, including clerical officers and medical secretaries.This involves training, supervising, and motivating team members to deliver
exceptional patient administration services.
Waiting
List Management:Taking a lead role in managing elective lists, ensuring that
all patients are seen within required timescales and in accordance with NHS
targets and Trust policies.This includes scheduling patients in urgency and
referral to treatment (RTT) order and utilizing all elective operating
capacity through robust and timely scheduling.
Service
Management:Monitoring administrative processes to ensure completion within
agreed timescales, dealing with complex inquiries from staff, patients, and
relatives, and ensuring that patient administration services comply with
legislation requirements covering Health & Safety, Data Protection, and
Confidentiality.
Communication:Maintaining regular communications with all staff to ensure they receive and
participate in briefings and are aware of information relating to their
roles.Handling complex inquiries from staff, patients, and relatives,
providing information, guidance, and advice
About us
Leeds
Teaching Hospitals NHS Trust (LTHT) is one of the largest and busiest acute
hospital trusts in the UK, employing over 18,000 staff across multiple sites,
including Leeds General Infirmary, St James's University Hospital, Chapel
Allerton Hospital, Leeds Dental Institute, Seacroft Hospital, and Wharfedale
Hospital.
LTHT
provides a comprehensive range of services to the local population of
approximately 770,000 and offers regional specialist care to up to 5.4
million people.
The
Ophthalmology 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.
Leeds
Teaching Hospitals is committed to our process of redeploying 'at risk'
members of our existi
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
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.
The
main duties of the role will include:
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.
Job description
Job responsibilities
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.
The
main duties of the role will include:
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.
Person Specification
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.
- Basic computer literacy and willingness to further computer skills
- A thorough understanding of all policies and procedures governing the Trust's approach to delivery and patient Administration
- An understanding of team management and the policy and procedures governing the Trusts approach to managing staff.
Desirable
- Significant previous secretarial and/or administration experience (as applicable).
- National Access Targets awareness
- An understanding of NHS/Trust protocols/policies and procedure
Qualifications
Essential
- Good standard of education to minimum of GCSE
- A willingness to undergo personal development and learn new skills
Desirable
- European Computer Driving License (ECDL)
Skills & Behaviours
Essential
- Customer focussed/customer service skills
- Patient centre/PAS capabilities
- Professional attitude to work, diplomatic and calm under pressure.
- A thorough understanding of the patient pathway
- To support and guide their team, including the development of an induction programme for new members of staff
- Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals themselves and through management of their staff
Desirable
- Ability to adapt to change of circumstances
- Experience dealing with complaints
Person Specification
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.
- Basic computer literacy and willingness to further computer skills
- A thorough understanding of all policies and procedures governing the Trust's approach to delivery and patient Administration
- An understanding of team management and the policy and procedures governing the Trusts approach to managing staff.
Desirable
- Significant previous secretarial and/or administration experience (as applicable).
- National Access Targets awareness
- An understanding of NHS/Trust protocols/policies and procedure
Qualifications
Essential
- Good standard of education to minimum of GCSE
- A willingness to undergo personal development and learn new skills
Desirable
- European Computer Driving License (ECDL)
Skills & Behaviours
Essential
- Customer focussed/customer service skills
- Patient centre/PAS capabilities
- Professional attitude to work, diplomatic and calm under pressure.
- A thorough understanding of the patient pathway
- To support and guide their team, including the development of an induction programme for new members of staff
- Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals themselves and through management of their staff
Desirable
- Ability to adapt to change of circumstances
- Experience dealing with complaints
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
