Job summary
Expected Shortlisting
Date
19/11/2024
Planned Interview
Date
26/11/2024
Are
you looking for a rewarding role where your organizational skills can make a
real difference in patient care? An exciting opportunity has arisen to join
our dedicated Patient Administration team within the Head & Neck Clinical
Services Unit! Ophthalmology department
Were
looking for a highly organized, motivated, and proactive Assistant Patient
Services Coordinator (APSC)/Scheduler to support our clinical teams in
providing seamless patient experiences. If you thrive in a fast-paced
environment and enjoy creating efficient solutions, this role is a fantastic
opportunity for you to shine.
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 may also be required to cross cover the
Laser Vision Service and Ophthalmology Scheduling as needed.
As
a Band 4 PSC/Scheduler, you will play an essential role in the smooth
operation of patient pathways, ensuring that appointments, schedules, and
resources are optimized for the best patient care.
Main duties of the job
Were
looking for a highly organized, motivated, and proactive Assistant Patient
Services Coordinator (APSC)/Scheduler to support our clinical teams in
providing seamless patient experiences.
Strong
communication skills to coordinate seamlessly with healthcare professionals
and administrative teams.
Accurate
and efficient typing skills for data entry.
Experience
in scheduling and patient coordination in a healthcare setting.
Oversee
and coordinate the day-to-day activities of a team of medical secretaries
ensuring optimal service delivery.
Experience
in patient scheduling and the management of inpatient and outpatient waiting
lists.
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.
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.
About us
The
Eye 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. We have recently moved into a
new outpatient department in the Gledhow building level 4 which has provided
us which much more space for patients and clinicians and includes our Laser
Vision Department which provides refractive services to private patients as
well as NHS.
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
This
role will support the clinical and administrative teams to streamline patient
services and ensure efficient scheduling.
Management
of a team of secretaries, supporting with typing, management of emails,
telephone queries, management of the secretarys weekly work rota.
Supporting
Laser Vision Services, to support with Scheduling as and when needed.
Management
of In Patient and Outpatient WL- Scheduling patients for surgery booking
outpatient appointments.
Assist
in coordinating and scheduling patient appointments for the Ophthalmology
department, ensuring timely access to care for both inpatient and outpatient
services.
Support
the management of patient waiting lists, prioritizing cases according to
clinical need and departmental protocols.
Ensure
all patient appointments are accurately logged and updated in the system,
reflecting any changes or cancellations.
Provide
administrative support to the Ophthalmology department, including managing
patient records, appointment confirmations, and ensuring accurate data entry
across all platforms.
Dealing
with patient queries by phone and email.
Monitor clinic schedules to identify and resolve any potential
conflicts or overlaps, working closely with the clinical team to optimize
resource availability.
Act
as a point of contact between patients, clinical staff, and other
administrative teams, ensuring clear and consistent communication about
patient appointments and pathways.
Coordinate
effectively with the clinical team to keep them informed of scheduling
changes or patient status updates, ensuring a cohesive patient care approach.
Maintain
regular communication with team members to ensure seamless service and
actively participate in briefings and team meetings.
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.
Support
the PSC Lead in monitoring patient flow and scheduling processes, providing
suggestions for improvement where possible to enhance efficiency and patient
satisfaction. Assist in the collection and analysis of scheduling data to
help identify patterns, reduce wait times, and ensure adherence to
departmental standards.
Participate
in ongoing training and development initiatives to stay current with system
updates and scheduling best practices.
Deliver
exceptional customer service, addressing patient concerns, and providing a
helpful, courteous experience at all touchpoints.
Support
patients by clearly explaining appointment procedures, addressing inquiries,
and ensuring they feel supported throughout their visit.
Such
other duties at a comparable level of responsibility as may be allocated to
the post or post-holder.
We
offer support through a structured period of induction and orientation along
with opportunities for professional and personal development.
If
you think you meet this criteria, and are interested in becoming a part of
our team, for informal enquiries please contact Janet Taylor Patient Services
Coordinators janet.taylor46@nhs.net
Job description
Job responsibilities
This
role will support the clinical and administrative teams to streamline patient
services and ensure efficient scheduling.
Management
of a team of secretaries, supporting with typing, management of emails,
telephone queries, management of the secretarys weekly work rota.
Supporting
Laser Vision Services, to support with Scheduling as and when needed.
Management
of In Patient and Outpatient WL- Scheduling patients for surgery booking
outpatient appointments.
Assist
in coordinating and scheduling patient appointments for the Ophthalmology
department, ensuring timely access to care for both inpatient and outpatient
services.
Support
the management of patient waiting lists, prioritizing cases according to
clinical need and departmental protocols.
Ensure
all patient appointments are accurately logged and updated in the system,
reflecting any changes or cancellations.
Provide
administrative support to the Ophthalmology department, including managing
patient records, appointment confirmations, and ensuring accurate data entry
across all platforms.
Dealing
with patient queries by phone and email.
Monitor clinic schedules to identify and resolve any potential
conflicts or overlaps, working closely with the clinical team to optimize
resource availability.
Act
as a point of contact between patients, clinical staff, and other
administrative teams, ensuring clear and consistent communication about
patient appointments and pathways.
Coordinate
effectively with the clinical team to keep them informed of scheduling
changes or patient status updates, ensuring a cohesive patient care approach.
Maintain
regular communication with team members to ensure seamless service and
actively participate in briefings and team meetings.
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.
Support
the PSC Lead in monitoring patient flow and scheduling processes, providing
suggestions for improvement where possible to enhance efficiency and patient
satisfaction. Assist in the collection and analysis of scheduling data to
help identify patterns, reduce wait times, and ensure adherence to
departmental standards.
Participate
in ongoing training and development initiatives to stay current with system
updates and scheduling best practices.
Deliver
exceptional customer service, addressing patient concerns, and providing a
helpful, courteous experience at all touchpoints.
Support
patients by clearly explaining appointment procedures, addressing inquiries,
and ensuring they feel supported throughout their visit.
Such
other duties at a comparable level of responsibility as may be allocated to
the post or post-holder.
We
offer support through a structured period of induction and orientation along
with opportunities for professional and personal development.
If
you think you meet this criteria, and are interested in becoming a part of
our team, for informal enquiries please contact Janet Taylor Patient Services
Coordinators janet.taylor46@nhs.net
Person Specification
Skills & behaviours
Essential
- Professional attitude to work, diplomatic and calm under pressure. Team player Ability to communicate effectively at all levels. Flexibility Reliability
Desirable
- Ability to adapt to change of circumstances
Experience
Essential
- Special Knowledge including experience: Thorough knowledge of patent Administration Processes Experience of staff management including recruitment
Desirable
- Patient centre/PAS National Access Targets awareness An understanding of NHS/Trust protocols/policies and procedure
Additional Requirements
Essential
- Exceptional customer service skills. Able to work on own initiative Proactive approach Effective organisational skills Ability to motivate staff Strong interpersonal skills
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)
Person Specification
Skills & behaviours
Essential
- Professional attitude to work, diplomatic and calm under pressure. Team player Ability to communicate effectively at all levels. Flexibility Reliability
Desirable
- Ability to adapt to change of circumstances
Experience
Essential
- Special Knowledge including experience: Thorough knowledge of patent Administration Processes Experience of staff management including recruitment
Desirable
- Patient centre/PAS National Access Targets awareness An understanding of NHS/Trust protocols/policies and procedure
Additional Requirements
Essential
- Exceptional customer service skills. Able to work on own initiative Proactive approach Effective organisational skills Ability to motivate staff Strong interpersonal skills
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)
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.
