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
Senior Research Nurse Unit Manager 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.
Principal
Duties include:
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.
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
The post-holder is expected to be
honest, fair and consistent in their approach and to accept responsibility
for ones own achievements, acts and omissions.
Respect confidentiality in line
with National, Trust and local policies and guidelines.
A positive and professional
attitude.
Committed to providing the highest
quality of administrative support themselves and through management of their
staff.
To promote, support and work
towards the delivery and achievement of the Trusts and departments
objectives.
Maintain and improve quality of
service.
A business like appearance.
Commitment to own personal &
professional development as agreed with their line manager.
Commitment to their teams personal
& professional development.
SPECIAL
WORKING CONDITIONS
Physical
Effort:
Post
holder requires advanced keyboard skills, may occasionally be required to
lift case-notes for short periods from floor/shelf to desk. Case notes approx
1kg max
Mental
Effort:
There
is a frequent requirement for concentration where the work pattern is
predictable. There is an occasional
requirement for concentration where the work pattern is unpredictable.
Regular
concentration required to manage a team making sure Patient Access Policy and
Procedures are adhered to.
Emotional
Effort:
Post
holder may rarely be required to deal with information about patients that
are seriously ill.
Being
a point of contact for patients to make complaints, the Asst. PSC would be
expected to deal with the situation and attempt to resolve any issues that
arise.
Working
Conditions:
Post
holder may rarely encounter aggressive patients either on the phone or face to face.
Post
holder should be working in normal office conditions based within the
Clinical Research Facility.
