Patient Services Co-ordinator (XN05)

Job description

Job responsibilities

STAFF MANAGEMENT

Provide leadership, management and supervision to the patient administration team within the CSU.

Establish robust communication systems with all staff, ensuring that supervisory staff conduct regular, effective team meetings.

Lead the recruitment and selection of patient administration staff within the CSU. Ensure systems are in place for induction and orientation of new staff.

Undertake staff appraisals and compile personal development plans in accordance with trust policy. Provide support for staff in undertaking continuing personal development opportunities.

Implement Trust Attendance Management policy and maintain records for all staff. Manage staff annual leave, sickness absence, capability and staff grievances with support as required.

Ensure that all members of staff work co-operatively with staff within and outside the CSU to ensure delivery of a high quality service.

Take a lead role in reviewing and implementing new systems to ensure that both the clerical team and medical secretariat function effectively and within delegated budgets.

Ensure that both an effective working relationship and good communication is maintained between all grades of staff, promoting positive morale within the team through mutual co-operation.

Establish and maintain effective training plans to ensure that staff follow correct policy and procedure and respond to developments in the service. Ensure that staff are able to use electronic patient administration systems, providing support where appropriate.

Develop effective relations with peers, working in co-operation and contributing to cover arrangements for annual leave, sickness and other absence.

SERVICE MANAGEMENT

Ensure that the provision of administration/access processes and services are of the highest quality and that they are responsive to the needs of patients, carers and the clinical teams, and that all processes adhere to Trust policy.

Take a lead role in soliciting the views of patients, carers and members of the public in respect of the administrative services provided by the CSU.

Ensure that outpatient clinics and appointments processes are administered effectively and that relevant quality standards are correctly measured and monitored; respond to problems and resolve appropriately.

Ensure that theatre and bed capacity are used effectively. Through liaison with clinical and ward based teams including Site Matrons, jointly manage the daily elective and acute demand for admission and treatment ensuring that patients are treated in chronological order and clinical priority.

Ensure effective systems for monitoring and validating activity are in place. Monitor waiting lists on a weekly basis. Identify and respond appropriately to potential problems and work with other members of the CSU to ensure patients are seen within agreed local and NHS Plan target times.

Ensure the regular validation of waiting lists, following this up with any necessary action, advice, coaching and/or training of staff.

The post holder will support their line manager to lead the establishment of new ways of working to improve patient access as directed in the NHS Plan, including the implementation of booking systems.

Report to the CSU progress and achievement, including any areas of concern and an action plan detailing how these will be resolved.

Establish effective systems of working with the CSU core team and with corporate administration and information teams.

Ensure that the Patient Access Policy for Outpatient Management is implemented and that clinics are utilised efficiently, including ensuring the DNA policy is implemented as agreed by the CSU. Monitor reduced and cancelled clinics and respond appropriately in line with this policy.

Ensure that the Patient Access Policy for Patients Waiting for Elective Inpatient and Daycase Admissions is implemented and that processes are monitored to check compliance with the policy.

Lead casenote audit meetings in the CSU, selecting patient records for audit and reporting any breach of policy with recommendation for action, to the Business Manager.

Investigate complaints relating to administration/access issues and implement changes in practice as required. Address the concerns of patients and service users and respond to their suggestions for local quality improvements.

Plans rotas and staff cover for one or more teams of staff, including Clerical Officers, Medical Secretaries, Supervisors and Assistant PSCs. This may mean staff movement between hospital sites.

Plans and organises service changes within their speciality eg. service reconfiguration organising office and staff movement to a new building and planning the office layout.

INFORMATION MANAGEMENT

Ensure the appropriate recording, monitoring and management of inpatient and outpatient waiting lists, providing regular reports to agreed timescales. Identify and resolve any problems highlighted as a result of the monitoring undertaken.

Implementation and monitor systems for timely and accurate collection and recording of patient related data, in conjunction with the CSU and Corporate Information staff. Identify and resolve any problems highlighted as a result of the monitoring undertaken.

Contribute to monthly performance review meetings, providing data for this in a timely manner as requested.

RESOURCE MANAGEMENT

The post holder will support their line manger with the management of staff and non-staffing budgets; ensuring that available resources are deployed efficiently and effectively to support the administrative and operational processes.

Establish systems to cover staff annual leave, sickness and vacancies and to reduce expenditure, contributing to the CSU financial plan.

OTHER RESPONSIBILITIES

All employees must maintain strict confidentiality in respect of patient and staff records. Comply with the requirements of the Caldicott Report, the Data Protection Act, Access to Health Records Act., Mental Health Act and subsequent legislation issued in relation to confidential data. Ensure all staff practice in accordance with these guidelines.

Maintain a safe working environment, complying with Health and Safety policies and regulations. Undertake and facilitate risk assessments as required, take any corrective action required and record any untoward risk incidents in accordance with trust procedures.

Provide operational patient administration/access support and advice to other members of the CSU as required.

Support and assist the Business Manager with other projects and responsibilities as required.

Person Specification

Experience

Essential

• Experience of managing a team of administration staff
• Experience of managing a waiting list, including familiarity with PTLs
• Experience of working with clinicians
• Demonstrable understanding of the management of patient administration processes within Healthcare Services
• Experience of working in a multi-disciplinary setting and working with office systems.

Desirable

• Experience of service re-design

Skills and Behaviours

Essential

• Excellent written and oral communication skills with proven interpersonal skills
• Knowledge of reviewing, monitoring and developing appropriate administration processes and systems with the Patient Pathway and Access Team in line with Trust and local policies
• A thorough knowledge of work practices and procedures across the patient administration process within the Trust and wider NHS
• Knowledge of Trust access policies and national rules on waiting times reporting
• Ability to work well under pressure

Desirable

• Understanding of capacity planning and management

Qualifications

Essential

• Good general standard of education
• Training in the use of PAS
• Training in Excel, Word and the use of databases

Desirable

• A management or supervisory qualification (or ongoing)
• Training in service improvement techniques

Other Criteria

Essential

• Ability to organise a group of staff to deliver a defined end
• Ability to re-assess ways of working and design better processes in conjunction with others

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Leeds Teaching Hospitals

Address

Leeds General Infirmary

Great George Street

Leeds

LS1 3EX

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)